Struggling to pay?
Struggling to Pay? – Payment Support Policy
Effective Date: 1st October 2024
Reviewed: 24th April 2025
At Phones From Home, we understand that life doesn’t always go to plan. If you’re struggling to make a payment or repay a Klarna instalment, we’re here to help — not to pressure.This policy explains the support we offer if you’re experiencing financial difficulties. We are committed to treating all customers fairly, respectfully, and without judgement.
🔹 1. Who This Policy Is For
This policy applies to any customer who:
- Has made a purchase from Phones From Home
- Is having trouble paying a Klarna instalment
- Is facing temporary financial hardship, unexpected life changes, or longer-term financial difficulty
🔹 2. Klarna – Payment Issues & Extensions
If you have used Klarna to pay for your item and are struggling to meet an upcoming instalment:
👉 Contact Klarna First
You must contact Klarna directly as they manage the payment plan. They may be able to:
- Pause payments temporarily
- Offer a revised repayment plan
- Provide breathing space or financial support advice
📞 Klarna Support: 020 300 50833
🌐 www.klarna.com/uk/customer-service
🔹 3. What We Can Do
While we don’t control your Klarna account, we can help in the following ways:
- Pause collections if your return or refund is in process
- Hold dispatch if you're waiting for funds before delivery
- Offer support with returns for unwanted or unaffordable purchases
- Signpost you to free financial advice or support services
We will never pressure you for payment if you’ve told us you’re in financial difficulty. We aim to act with care and sensitivity in every case.
🔹 4. Requesting Help from Phones From Home
If you're in financial difficulty, please contact us:
📧 Email: sales@phonesfromhome.co.uk
📞 Phone: +44 7882 164602
Let us know:
- Your full name and order number
- A brief explanation of your situation
- Whether you've already spoken to Klarna
We treat all communication in strict confidence.
🔹 5. Additional Support
You can also speak to a free, independent money advice charity:
🧭 StepChange
📞 0800 138 1111
🌐 www.stepchange.org
💬 Citizens Advice
📞 0808 223 1133
🌐 www.citizensadvice.org.uk
These organisations offer confidential, non-judgemental advice on budgeting, debt, and legal rights.
🔹 6. Consumer Protection
You are protected by UK law, including:
- The Consumer Rights Act 2015
- The Consumer Contracts Regulations 2013
- Klarna’s obligations under FCA credit rules
Your right to return a product or request a refund is not affected by payment difficulties.
🔹 7. Commitment to Fair Treatment
Phones From Home is committed to:
- Acting fairly and respectfully
- Listening without judgement
- Supporting customers through difficult times
- Never taking aggressive action if you're asking for help
Message from Wayne at Phones From Home
"Facing money worries and debt can feel overwhelming, but rest assured, you're not alone. Trained experts are available to assist you in getting your finances back on track. Reach out to one of the expert services below for help with your financial challenges."