How can we help?

Thank you for your interest in VELUX and our products. For contact information and answers to frequently asked questions, please have a look at the links on the left or the bottom of the page.

Payment

Payment Options

Payment may be made with MasterCard, VISA, Klarna or PayPal. If you pay by debit or credit card you will be asked to submit the name on your card, your card number, expiry date and if applicable card issue number and three-digit security number. This information is transmitted via high-level encryption directly to the bank to verify that your credit or debit card is valid. Once your card has been approved by the provider or in case of a bank transfer when we have received the payment on our account, we will send you an order confirmation via e-mail. Your credit or debit card will be charged on the estimated delivery date. If you pay by Klarna Pay Later we will send a confirmation once Klarna confirms the payment to us. 

For more information about payments with Klarna, please visit Klarna’s customer service page.

 

3D Secure

What does 3D secure mean?

3D secure, also referred to as 3D secure authentication or 3DS, is a fraud prevention measure that was originally launched by Visa (as Verified-by-Visa) back in 2001. It acts as an added layer of security when taking card payments. It gives customers a secure authentication step before they can purchase shopping online; ensuring that they’re using the correct card details to help protect against card payment fraud. 3DS is backed and recognised by major debit and credit card issuers, including VISA, Mastercard (as Mastercard Secure Code) and American Express (as American Express SafeKey)

How does 3D secure authentication work?

You’ve probably come across 3D secure authentication before if you’ve ever paid for something online. When  you are ready to pay for our product online, you will be redirected to your debit or credit card provider’s 3D secure page on their website. On your providers' website, you’ll either be asked for a password (which you will have set up already with your bank) or will need to enter an authentication code (which will be automatically sent to your confirmed mobile phone number). After you have provided the correct details, the payment will be approved by the card provider and you will be directed back to our confirmation page. This will all be done really quickly and once back on our site, you will receive a confirmation email that the payment has been successful.

How can I sign up for Verified by Visa / Mastercard Secure Code?

Verified by Visa and Mastercard Secure Code is offered by banks and service providers, not by Visa / Mastercard directly. We suggest you contact your bank or service provider directly.
What do I do if I forget my password?

You can easily reset a password. Exactly how depends on your bank. If the Verified by Visa message / Mastercard Secure Code box pops up on screen after you’ve entered your card details, there will probably be a ‘forgotten password’ option. When you click this, you will be asked for some information you provided when you signed up. You will be able to reset your password quickly and carry on shopping.

My bank sends a code to my phone but sometimes I don’t get it. What should I do?

Take this up with your bank directly so they can look into the problem. It could be something as simple as them not having the correct number for you. Usually a quick phone call should resolve this.

Klarna Payments

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment methods. Payment is to be made to Klarna.

  • Pay in [30] days: The payment period is 30 days from shipment of the goods. You can find the complete terms and conditions here

  • Pay later in 3 interest-free instalments: This is a payment option you can choose to part pay your purchases by dividing the cost into 3 equal payments without any interest, fees or charges using a credit or debit card. However, the issuer of your card may charge interest or other fees under the terms of your card agreement. You can find complete terms and conditions here.

 

How do I Pay later in 3 interest-free instalments?

You make a purchase and provide your card details to complete it. The first payment is taken from your card at this time. The two remaining equal payments will also be taken from your card 30 and 60 days after the first payment is taken. We will tell you the due dates.

You give us the authority to take the two remaining equal payments from your card on the due dates without any further notice to you.

You will maintain adequate credit balance on your card to allow for payments to be taken on the due dates.

What do I need to know?

You must be 18 years old.

The card is valid and issued to you.

It is at our discretion whether you can pay with this payment option.

We may carry out a limited credit search on you at a credit reference agency. This search will not affect your credit score or your chances of obtaining a credit in future. If we do not carry out a limited credit search we will validate your card and request authorisation from your card issuer. In this case there will be no entry shown on your credit file for these payments.

If we are not able to take any of the remaining two payments from your card on the due dates we will send you an invoice for the remaining amount for immediate payment. If you do not pay we will treat your non-payment as a debt and follow our debt collection procedures.

If your card is cancelled you will immediately pay us all the remaining payments when we ask you to. If your card details change between your initial purchase and final payment, you agree to notify Klarna of your updated card information. Klarna will provide you an online method to provide these updates. If you fail to provide updated information, you authorize Klarna to obtain the updated details from your card issuer, if available. Failure to provide updated information may result in delayed payment fees.

You authorize us to store your card details on our systems. We will use this information to authorize future payments under these Terms. Unless you opt out, we may also use this information to conveniently prefill your card details for future purchases. You may manage your cards and details online. In the event Klarna obtains updated card information from your card issuer, you agree that we may store this updated information on our system.

You can pay any remaining payments at any time and we will not charge you for doing so.

If you cancel your purchase we will cancel any remaining payments and pay back to your card any amounts we have taken.

The payment methods Pay in [30] days and Pay later in 3 interest-free instalments are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

Amount Limit

We have a limit on the purchase amount in our e-shop. The amount is £2,000 excl VAT. If your order exceeds this limit, please contact our Customer Support department via e-mail or phone (see details below) and we will arrange alternative payment.

Contact Us

Telephone: 01592 778 225
Email: sales@velux.co.uk
Fax: 01592 776 980

Opening Hours VELUX Customer Services
Monday-Friday: 08:00 to 17:00