Returns


 


1. What is your returns policy?

If for any reason you are not completely satisfied with your purchase from the PANDORA eSTORE, please send it back.

Under the PANDORA eSTORE enhanced returns policy, you can return any item purchased from the PANDORA eSTORE (excluding sale items unless faulty or not as described) within 30 days of receipt for a refund. If you would like to do so, you must use the free Returns Process set out below (question 2) and the products you are returning must be in a new, unworn and resaleable condition.

Under the United Kingdom’s Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”), you are also entitled to a full refund of the price paid for the product together with any delivery costs paid (excluding any premium paid for non-standard delivery) if you cancel your purchase for any reason during the cancellation period. The cancellation period begins on the date that the contract is formed (the day the dispatch confirmation email is sent to you) and continues until the end of 14 days starting on the day after you receive your order. This cancellation right applies to both sale and non-sale products. If the product has been dispatched to you before you cancelled the purchase, you must return the product to the PANDORA eSTORE within 14 days starting on the day after you cancel the order. You can take advantage of the PANDORA eSTORE’s free Returns Process set out below (question 2). You are not obliged to follow the Returns Process, but if you do not do so you will be solely responsible for all return shipping costs.

The PANDORA eSTORE will only accept returns for purchases made from the PANDORA eSTORE. Likewise, PANDORA stores and stockists will not accept returns for a refund on products purchased from the PANDORA eSTORE. PANDORA stores and stockists have their own returns policies, which may differ from the policies of other stores and stockists and the PANDORA eSTORE. Please contact your local store or stockist for further details of their policy.

Items purchased from the PANDORA eSTORE (excluding sale items) may be exchanged through the PANDORA eSTORE for the same item in a different size only, or for the same size if the original item is faulty. No other exchanges are available through the PANDORA eSTORE. You may also be able to exchange items purchased from the PANDORA eSTORE at a PANDORA store or stockist – please see question 4 below for further information on exchanges.

All bracelet sets and jewellery sets with item numbers starting with B (e.g. B800002-H) are bundled sets. Please note that if you wish to return any of these products for a refund, the complete set must be returned.

For reasons of hygiene and safety, pierced earrings including earring pendants are non-returnable, unless faulty or not as described.

All goods will be inspected upon arrival at the PANDORA eSTORE warehouse.

If you wish to return an item and order another item in its place, please follow the Returns Process described below. The Customer Care Team will email you a FREE delivery code so that you can place a new order without paying additional delivery costs. The FREE delivery code will be valid for one week from the date of issue and will be for the same delivery method that you selected when you placed your original order (Standard or Express).

The PANDORA eSTORE returns policy does not limit or exclude any legal rights you may have in relation to products which are faulty or not as described.

For more detailed information on returns and refunds, and any special conditions and exclusions which apply, please see the other FAQs in this page and section 12 (Returns and Refunds) of the PANDORA eSTORE Terms and Conditions.
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2. How do I take advantage of the free Returns Process?

If you decide to return your product for a refund please use the following Returns Process to organise your free return:

1. Complete your returns form (included within your order) by ticking the item (s) you wish to return and giving a reason for the return. If you do not do so, it may take the Customer Care Team longer to identify your order and process your refund. Pack it with your return items in the original package (if possible). Stick your prepaid UPS label on your return parcel and seal it securely. Please make sure that it is clearly visible on the parcel and that the return address and barcodes are not covered or amended.

2. Drop-off your return package to your nearest UPS access point and keep the proof of postage. Find your nearest drop off point 
at www.ups.com/dropoff.

3. Once we receive your returned parcel we will process your refund and a notification email will be sent to you from estore-uk@pandora.net to confirm the validation (you’ll hear from us approx. 5 days from the date you send your parcel). Please note, refunds can take up to 14 days, depending on your bank provider.

If you cancel your order under the Consumer Contracts Regulations, your refund will be processed without delay and in any case within 14 days after receipt of your returned product or evidence that you have posted the product, whichever is earlier. Otherwise, your refund will be processed within 30 days of the email to you confirming the receipt and validation of your returned product.

To exchange a non-sale purchase for a different size, simply contact us using the contact details below within 14 working days, starting from the day you have received your order, or visit any of our UK concept stores with valid proof of purchase.

FREEPHONE* number 0808 234-5431 Email: estore-uk@pandora.net Monday-Friday 8am – 6pm.

*Please note, calls are free from any UK landline. UK mobile network charges might apply. Please check with your network provider.

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3. Can I return an item purchased from the PANDORA eSTORE to a PANDORA store or stockist for a refund?

It is not possible to return an item purchased from the PANDORA eSTORE to a PANDORA store or stockist for a refund. If you wish to return an item purchased from the PANDORA eSTORE for a refund, you must return it to the PANDORA eSTORE in accordance with section 12 of the Terms and Conditions.

It is not possible to return an item purchased from a PANDORA store or stockist to the PANDORA eSTORE for a refund.

PANDORA stores and stockists have their own returns policies, which may differ from the policies of other stores and stockists and the PANDORA eSTORE. Please contact your local store or stockist for further details of their policy.

This policy does not affect your legal rights, including any rights you may have to return the products under the Consumer Contracts Regulations and any rights in relation to products which are faulty or not as described.
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4. Can I exchange an item purchased from the PANDORA eSTORE at a PANDORA store or stockist?

Products purchased from the PANDORA eSTORE (excluding sale items) can be exchanged through the PANDORA eSTORE, but only for the same product in a different size (or the same product in any size if the original product is faulty). No other exchanges are available through the PANDORA eSTORE. Although sale products may not be exchanged through the PANDORA eSTORE, they can of course be returned to the PANDORA eSTORE for a full refund in certain circumstances. For more detailed information, please see the other FAQs in this page and section 12 (Returns and Refunds) of the Terms and Conditions.

Products purchased from the PANDORA eSTORE (including sale items) can also be exchanged in a PANDORA store or stockist, but only if you wish to exchange it for the same product in a different size or for a different product of exactly the same value. A faulty product purchased from the PANDORA eSTORE can also be exchanged in a PANDORA store or stockist for the same product in any size, providing it is in stock.

In-store exchanges on items purchased through the PANDORA eSTORE will only be accepted within 30 days of purchase. A valid proof of purchase (such as a receipt or a bank statement showing the transaction) must be presented and the items must be in an “as new” condition. Any items presented for exchange without proof of purchase may, at the store’s sole discretion, be exchanged at the current price at the time of the exchange.

Multi-branded retailers and stockists will adhere to their own exchange policy, which may differ from the exchange policies of other stores and stockists and the PANDORA eSTORE. Please contact your local store or stockist for further details of their exchange policy.

For reasons of hygiene and safety, pierced earrings including earring pendants are non-returnable, unless faulty or not as described.

This policy does not affect your legal rights, including any rights you may have to return the products under the Consumer Contracts Regulations and any rights in relation to products which are faulty or not as described.
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5. Have you received my returned item?

When the PANDORA eSTORE receives and processes your return the Customer Care Team will email you with confirmation of your refund. Please note this may take up to 10 days. If you would like confirmation that your order has been received, please contact the Customer Care Team on the Freephone number 0808 2345 431 (Mon-Fri 08:00 – 18:00) or by emailing estore-uk@pandora.net.
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6. My PANDORA jewellery has arrived and is damaged/faulty. What should I do?

We are sorry to hear this. Please see our returns policy for details on our free service.
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7. I have received an incorrect/faulty item or an item is missing?

Apologies for any inconvenience this may have caused. Please use the free Returns Process to return the incorrect or faulty product to the PANDORA eSTORE. Please also see section 12 (Returns and Refunds) and section 13 (Consumer Warranty (Guarantee)) of the PANDORA eSTORE Terms and Conditions for more information.
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8. How do I cancel my order under the Consumer Contracts Regulations?

Under the United Kingdom's Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”), you have a legal right to receive a full refund of the price paid for the Product together with any delivery costs paid (excluding any premium paid for non-standard delivery) if you cancel your purchase for any reason during the cancellation period. The cancellation period begins on the date that the contract is formed (the day the dispatch confirmation email is sent to you) and continues until the end of 14 days starting on the day after you receive your order. This cancellation right applies to both sale and non-sale products.

If the product has been dispatched to you before you cancelled the purchase, you must return the product to the PANDORA eSTORE within 14 days starting on the day after you cancel the order.

You can take advantage of the PANDORA eSTORE’s free Returns Process. You are not obliged to follow the Returns Process, but if you do not do so you will be solely responsible for all return shipping costs.

For more detailed information on returns and refunds, and any special conditions and exclusions which apply, please see the other FAQs in this page and section 12 (Returns and Refunds) of the PANDORA eSTORE Terms and Conditions.
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9. The price of the item I purchased has changed since I received it. Can I get a refund of the difference in price?

As a retail business the PANDORA eSTORE changes its prices from time to time in response to trends, stock and demand from the consumer. Prices may go up or down without notice and it is not possible to refund any difference in price which you may have paid. However, this policy does not affect any legal right you may have to cancel your purchase, whether under the Consumer Contracts Regulations or otherwise.
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10. What is the returns policy for sale items on the PANDORA eSTORE?

Refunds are available on sale items purchased through the PANDORA eSTORE in accordance with your legal rights under the United Kingdom’s Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”). For more detailed information on how to return sale items, please see question 1 above and section 12 (Returns and Refunds) of the Terms and Conditions.

Unfortunately, sale items purchased through the PANDORA eSTORE may not be exchanged through the PANDORA eSTORE, because sale stocks are usually very limited and subject to change at short notice and the availability of your preferred colour or size cannot be guaranteed. However, sale items purchased through the PANDORA eSTORE may be exchanged in a PANDORA store or stockist subject to certain conditions – see question 4 above for more information.
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11. What happens if I want to return a bracelet set?

If you wish to return a bracelet set for a refund, you must return the complete bracelet set, and not just part of it, in accordance with question 1 above.
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12. I am going to return my eSTORE order but I don't want to use your free Returns Process. Is this ok?

It is recommended that you use the PANDORA eSTORE’s free Returns Process as this is fully covered by the PANDORA eSTORE for loss and damage. If you choose to use a different delivery service or courier you accept all responsibility for any loss or damage should it occur. Please see section 12 of the Terms and Conditions for what happens in these circumstances.
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13. My eSTORE return has been lost/damaged however I did not use your free Returns Process. What should I do?

If you returned an item but did not use the PANDORA eSTORE’s free Returns Process then you accept all responsibility for the parcel. Please contact your chosen delivery service. Please see section 12 of the Terms and Conditions for more information on what happens in these circumstances.
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