PAYMENT FREQUENTLY ASKED QUESTIONS

GENERAL FAQ

Yes – you can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

It is not uncommon for a request for payment card authorisation to fail a couple of times before the card is finally authorised. If we are experiencing difficulties taking payment from you, you will not receive an order confirmation number and you will be asked to re-enter your card details. You are always welcome to submit new credit card information to us for a particular order.

You will receive a confirmation email from us detailing the specifics of your order. This will be sent to the email address given when you placed your order online.

• If you’re using a public computer or terminal, always log out when you complete an online session.
• If you are contacted by, or receive an unsolicited e-mail from an unknown person or company, and are asked to confirm or provide your password, personal or banking information, please do not respond and report the incident to cloudninehair.com for investigation immediately.
• If you receive what you suspect is a ‘spoof’ cloudninehair.com e-mail, please report the incident to us.

DivideBuy FAQ

DivideBuy interest free credit is available on products/services from £50 to £6,000. Credit is available from 2 to 12 months. Credit offered is set by the retailer.

Yes. A credit check is performed to assess your eligibility and affordability. DivideBuy also has a quick check service so you can assess your eligibility for DivideBuy credit that will not affect your credit file.

Payment is collected via a Continuous Payment Authority (CPA). This method uses your long card number, expiry date and three-digit CV2. Payments will be collected automatically on the date your instalment is due.

To guard against fraudulent applications, we are only able to deliver goods to your home address.

The first step is to contact CLOUD NINE to cancel your order. If you have already received your order, you'll need to arrange for it to be returned using CLOUD NINE's returns process. CLOUD NINE will then contact us to confirm your order has been returned, so we can issue a refund and cancel your credit agreement.

Unfortunately, DivideBuy and CLOUD NINE have no influence over the credit decision and are unable to find out why your application was denied. DivideBuy is not permitted to share application information with CLOUD NINE.

For any questions related to DivideBuy interest free credit, please contact DivideBuy by visiting www.dividebuy.co.uk. Click here for a full list of FAQs.

To manage your account and make payments, you can log in at https://accounts.dividebuy.co.uk/

DivideBuy will need to approve any deliveries to addresses other than the application / billing address. Without their approval, we will not be able to ship to a different address as fraud prevention measures apply. To hae good delivered to another address, once you have placed your order and paid a first instalment, you need to contact DivideBuy directly who will then notify us of the changes.

Klarna FAQ

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor CLOUD NINE run credit searches against you that could impact your credit rating.

As soon as CLOUD NINE have accepted your return, Klarna will cancel the statement or refund your payment.

Payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you two days before payment is due. You’ll receive email reminders to pay – and, if very late, Klarna also send you a text or letter, too. If you fail to pay Klarna for your order, you may be charged a late payment fee and your credit score will be affected.

If you have chosen to Pay Later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna.com where you can settle your payment with your credit or debit card.

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 Klarna the correct details, as otherwise you will not receive the payment information.

Payment information is processed securely by Klarna. No card details are transferred to, or held by CLOUD NINE. All transactions take place via connections secured with the latest industry standard security protocols

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

If you pay by card, CLOUD NINE will confirm your order right away. If paying by Pay Later, Klarna will send you a payment confirmation to the email address that you have used for your order. 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 Klarna.com.

Once CLOUD NINE has received the return and you have received confirmation of this, 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.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact CLOUD NINE on info@cloudninehair.com to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

As soon as CLOUD NINE have registered your cancellation or your return, the refund will be processed within 5 business days.

If you have paid for your order with 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.

If you do not have your statement number to hand you can log in at Klarna.com/uk, where you will find all of your orders and be able to make payments.

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 your order, and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk.

Pay Later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by CLOUD NINE and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

To use Pay Later or Pay Later in 3 you must be at least 18. Whilst this option is widely promoted, Pay Later is subject to your financial circumstances. When choosing Pay Later, Klarna’s assessment will not affect your credit rating.

Klarna is unique and offers Pay Later and Pay Later in 3 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. All orders are assessed individually. Just because you have had Pay Later before does not mean it will be offered for every order. If you are denied once, this does not mean you will be denied for all future orders.

Although Pay Later and Pay Later in 3 is widely promoted it is not always universally available. The Pay Later method is automatically generated by algorithms that are dependent upon a number of factors including price of your 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 at the checkout.

Payment for your Pay Later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.