Our most commonly asked questions
Before contacting us please refer to our most commonly asked questions below…
Office Operational Hours & Communications
We operate from Mon – Fri 9am – 5pm, Emails can take up to 3-5 working days for a reply so please be patient.
Please email: [email protected] or contact us via social media.
We accept UK orders for any amount, you will be required to pay for postage on all orders.
There is a minimum of £100 spend to be eligible for international shipping.
Returns & Refunds
Returns take up to 5 days to process and refunds can take up to 30 days to clear once processed.
At ThruDark we do everything within our means as a business to support individuals and businesses alike. We will continue to directly support our chosen charities that are intrinsically linked to our core values and beliefs.
We’ve made the decision to cut back all discounts and giveaways for this financial year. This simply isn’t sustainable as a start up business.
We are currently looking into partner/affiliate programmes for individuals/businesses that are linked to the brand that enable acute giveback for both parties.
These will be dealt with on a case by case basis with the relevant deliverables attached.
Stock updates – sign up to newsletter
We cannot deal with individual requests for stock, please sign up to our newsletter. We send out regular emails of restocks and new items, this is the best place to be notified on this. link – sign up here
We currently are not looking for any new brand ambassadors or affiliates, although we are looking into an affiliate program with more to come on this soon, you can hear more about this by signing up via this landing page.
What boots are those you are wearing in the photos
Dont even ask!
Where can I get one of those skull bracelets?
You can’t so don’t ask!
Who are Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 80,000 online stores. Over 65 million consumers worldwide have trusted Klarna to securely handle their payments.
How does it work?
Once your order’s confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order. Then you can just complete your payment online, at your convenience. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Klarna?
To use Klarna you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability.
If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you’ll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for late payment fees.
Will a credit search take place against me?
Klarna may run soft credit searches that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders.
Why have I not been offered Pay later?
The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including the amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card or Paypal at the checkout if Klarna doesn’t work.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you a few days before payment is due – you’ll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna’s site. Is this correct?
If you have chosen to Pay Later, Klarna will send you an email with further details on how to pay. Your email used for purchase will contain a link to Klarna where you can settle your payment with your chosen payment method. If you choose other methods this will automatically be set up to come out of your account.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders, you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important, that you give us the correct details, as otherwise, you will not receive the payment information.
How do I know if you have received my payment?
If you pay by card, we will confirm your order for you right away. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com
What happens to my Klarna balance, when I’ve returned the goods?
Once we have received your return (partial or full) and it meets our returns criteria, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed.
I’ve received my balance via the app, but I’ve not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your order takes beyond the standard or next day delivery times and there is no sign of your goods, please email us on [email protected] to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have asked for a refund. How will I be refunded?
If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options for more information.
Contact the base at [email protected]