Terms and Conditions


This Website at the URL (estore.pandora.net) ("the PANDORA eSTORE") is owned by PANDORA A/S, a company registered in Denmark under Central Business Register number: 28505116, whose registered office is at Hovedvejen 2, DK-2600 Glostrup, Denmark ("PANDORA")

PANDORA believes strongly in protecting user privacy.

Purchasing of any products supplied by the PANDORA eSTORE ("Products") requires that you accept PANDORA’s privacy policy. Please go to PANDORA's [privacy policy] for information on how PANDORA collects and uses personal information from users of the PANDORA eSTORE.

Products that you purchase via the PANDORA eSTORE will be sold to you by Supplies Distributors SA, rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium (company number: BE 0475.286.142) in its own name, as a business partner of PANDORA ("SDSA").

Your purchases of any Products via the PANDORA eSTORE from SDSA will be governed by the following terms and conditions. Please read these terms and conditions carefully before ordering any Products from the PANDORA eSTORE. You should understand that by ordering any Products, you agree to be bound by these terms and conditions.

SDSA’s Terms and Conditions of Sale ("Sales Terms")

1. About These Sales Terms

These Sales Terms are applicable to all orders and purchases made in the PANDORA eSTORE ("Products").

With regard to the purchases in the PANDORA eSTORE, SDSA will communicate electronically by sending email. You agree that all agreements, notices, disclosures and other communications that are provided electronically satisfy any legal requirement that such communications be in writing.

SDSA may revise these Sales Terms from time to time. Any changes to the Sales Terms will apply to orders placed on or after the effective date stated in these Sales Terms or elsewhere on the PANDORA eSTORE. You are advised to check this page from time to time to take notice of any changes, as they are binding on you.



2. Your account

If you create an account (personal user identification or username) on the PANDORA eSTORE you are responsible for maintaining the confidentiality of your username and password and for restricting access to your password, and you agree to accept responsibility for all activities and for each purchase that occurs under your account unless those activities or purchases are carried out by an unauthorised third party who has gained access to your account other than by reason of your negligence or carelessness.

3. Placing an Order

To be able to buy Products you must:

• read and accept these Sales Terms;
• provide your name and address, phone number, email address, payment details and other required information;
• provide an eligible delivery address (see below for further details); and
• be legally capable of entering into binding contracts be the owner or authorized holder of a valid debit/credit card to buy the products if paying with a debit/credit card.

You may place an order by clicking on the "ADD TO BAG" button and proceeding to the checkout page.

You will be provided with an opportunity to review your order(s), read and accept these Sales Terms, check the total price of your order(s) and the information you have provided and correct any input errors before confirming your order(s).

The PANDORA eSTORE currently ships to all addresses within Great Britain and Northern Ireland excluding hotels, hostels, prisons, P.O. Boxes and BFPO (British Forces Post Office) addresses. Unfortunately the PANDORA eSTORE does not deliver to the Channel Islands.

4. Order Processing and Contract Formation

Once you have submitted and confirmed your order(s) using the PANDORA eSTORE, SDSA will send an email to the email address you provided acknowledging receipt of your order(s) ("Order Receipt Confirmation") and setting out details of the ordered Product(s).

SDSA may choose not to accept any order in SDSA's sole discretion including without limitation in the case of pricing errors, unusual orders and orders which SDSA suspects are not placed in good faith.

After receiving your order(s), SDSA will check that the relevant Product(s) is (are) in stock. A contract for the sale of Products between you and SDSA will only be formed when SDSA emails you confirming that all or part the Product(s) is/are still available and has/have been dispatched ("Shipment Confirmation").

The contract is formed on SDSA sending the Shipment Confirmation whether or not you receive such email.

The contract for the sale of Products will relate only to those Products whose dispatch has been confirmed in the Shipment Confirmation. SDSA will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Shipment Confirmation.

In the Order Receipt Confirmation you will receive a copy of these Sales Terms, however you are encouraged to download, save and/or print a copy of your Order Receipt Confirmation and these Sales Terms for your records.

If you would like to amend or cancel your order before you have received your Shipment Confirmation, you must contact the SDSA Customer Care Team as soon as possible. Whilst SDSA will always attempt to amend or cancel your order for you and, where necessary, prevent dispatch of the Products, this may not be possible due to the speed with which orders are processed. If SDSA is unable to amend or cancel your order and the Products are dispatched to you, you have the option of either refusing to accept the delivery, in which case the Products will be returned to SDSA, or accepting the delivery and then returning the Products to SDSA in accordance with section 12 (Returns and Refunds).

Once you have received your Shipment Confirmation, it will be too late to prevent the Products from being dispatched to you. If you would like to cancel your order after this point, please see section 12 (Returns and Refunds) below.

5. Prices, Shipping and Handling, Charges and Taxes

The price charged for a Product will be the price in effect at the time your order is placed and will be set out in the Order Receipt Confirmation and in your Shipment Confirmation.

In the event of a pricing error, whether on the PANDORA eSTORE or in an Order Receipt Confirmation or otherwise, you accept that SDSA has the right to correct such error and charge the correct price or cancel the order. If the actual price is more than the amount shown on your Order Receipt Confirmation, SDSA will notify you of the correct price and give you the option of proceeding with the order or cancelling it. Your sole remedy in the event of such pricing error is to cancel your order.

You acknowledge that even after SDSA has sent you a Shipment Confirmation, if the pricing error is obvious and could reasonably have been recognised by you as an error, then SDSA will be under no obligation to provide the relevant Product(s) to you at the incorrect (lower) price.

Prices for the Products include VAT and/or other applicable taxes but do not include charges for shipping and handling. Separate charges for shipping and handling (and their related VAT or other taxes) will be clearly displayed on screen prior to the completion of your order and confirmed in your Order Receipt Confirmation.

Prices for Products and for shipping and handling are liable to change at any time, but changes will not normally affect orders in respect of which we have already sent you a Shipment Confirmation (save in the case of a manifest pricing error as described above).

6. Payment

Payment shall be made by one of the methods you have selected during the checkout process (being VISA, MasterCard, Maestro, or PayPal).

Approved credit and debit card types are listed in the PANDORA eSTORE footer. In the event SDSA does not receive the appropriate authorization from your card or payment service provider, SDSA reserves the right to reject your order.

Payment for your order, including all applicable taxes, shipping and other charges, will be settled from the applicable card or payment service once SDSA has sent you the Shipment Confirmation.

7. Delivery

You should allow 3-5 business days for standard delivery and 1-2 business days for express delivery for in stock items, provided that your payment is received before 2pm on the day that the order is placed. Delivery shall in any event take place within 30 days after the Shipment Confirmation. SDSA reserves the right to substitute another carrier of equal or lesser cost to deliver your order. If express delivery is required, please select that option prior to submitting your order. The standard delivery and express delivery options described above are the only shipping options available for sales through the PANDORA eSTORE. SDSA is unable to accept any special delivery requests, which are outside the scope of these two options.

If SDSA cannot deliver your order within the period specified in your Shipment Confirmation, SDSA will notify you as soon as possible and you may choose to cancel your order, in which case SDSA will provide you with a full refund.

If you unreasonably defer delivery or delay the receipt of delivery after SDSA has notified you that the carrier has tried to deliver the ordered items to you, or if you have provided SDSA with an incorrect delivery address which results in an unsuccessful delivery, the delivery package will be returned to SDSA, your order will be cancelled and a full refund will be issued to you.

8. Events Outside the Control of SDSA

SDSA shall not be held responsible for delay or failure to perform, if the delay or failure is caused by any act, event, non-happening, omission accident or circumstance beyond its reasonable control including but not limited to:

• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• strikes or lock-outs (or other industrial action);
• national or local states of emergency;
• interruption or failure of communication or transportation facilities;
• power or utility outages;
• non-performance by suppliers or subcontractors (other than by companies in the same group of companies as PANDORA A/S or SDSA);
• earthquake, fire, explosion, storm, flood, subsidence, epidemic or other natural disaster;
• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• the acts, decrees, legislation, regulations or restrictions of any government.

The time for SDSA's performance is deemed to be extended for the period that the above continues.

9. Product Availability

SDSA uses reasonable efforts to ensure the availability of Products you order from the PANDORA eSTORE. However Products are made available to purchase on a "first in-first out" basis and are only available whilst stocks last.

10. Compatibility, Product Information

Please take care when placing your order to ensure that the Products you purchase are compatible for the intended use. Please use the PANDORA eSTORE as your final point of reference when checking compatibility. In the event of a difference between the PANDORA eSTORE content and any other website (or any other source of information) the compatibility of Products as shown on the PANDORA eSTORE at the time of purchase will be seen as taking precedence.

If the Products you have received do not correspond to the ones you have ordered, or if your delivery is incomplete or damaged in transportation, please contact the SDSA Customer Care Team for assistance without delay, either via email or by phone.

11. Title to Products

Ownership of the Products will pass to you only when SDSA has received full payment in respect of your order, including all taxes, shipping and other charges. Until then, SDSA retains full legal title to the Products. The Products will be at your risk from the time you take physical possession of them.

12. Return and Refund

Cancellations under the Consumer Contracts Regulations

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”), you have a legal right to cancel your purchase during the cancellation period. The cancellation period begins on the date that the contract is formed (when SDSA sends you the Shipment Confirmation) and continues until the end of 14 days starting on the day after you receive the Product. 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 SDSA within 14 days starting on the day after you cancel the order.

If you wish to cancel your purchase under the Consumer Contracts Regulations, you can take advantage of the PANDORA eSTORE’s free Returns Process. You are not obliged to follow the free Returns Process, but if you do not do so you will be solely responsible for the cost of shipping any Products back to SDSA.

If you do not wish to use the free Returns Process, you can cancel your purchase by notifying the Customer Care Team either by email to estore-uk@pandora.net, by telephone to the Freephone number 0808 2345 431 (Mon-Fri 08:00 – 18:00) or by ordinary mail to SDSA at rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium. You may also use this Withdrawal Form to cancel your purchase (and, if you do so, SDSA will confirm receipt by email). Alternatively, you can simply return your Product to SDSA at rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium, within the 14 day period starting on the day after delivery, in which case your return will be treated as your notice of cancellation.

If you cancel your purchase under the Consumer Contracts Regulations, SDSA will refund to you the full price you paid for the Product (including all VAT and/or other taxes) together with any delivery costs you have paid, although, as permitted by law, the maximum delivery costs refunded will be the cost of the standard delivery service (regardless of whether you opted for express delivery).

Once SDSA has received and validated your returned Product, SDSA will send you an email to confirm the validation. Any refund due to you will be made as soon as possible and in any event within the period of 14 days after the day on which SDSA receives the Product back from you or, if earlier, the day on which you provide SDSA with evidence that you have sent the Product back to SDSA. If the Product was not dispatched to you, you will be refunded within the period of 14 days after you inform SDSA of your decision to cancel the purchase. SDSA will refund you by the same method you used to make payment.

SDSA is entitled by law to reduce your refund to reflect any reduction in the value of the Product, if this has been caused by your handling it in a way which would not be permitted in a shop. If SDSA refunds the price paid before it has an opportunity to inspect the Product and later discovers you have handled it in an unacceptable way or damaged it, you must pay SDSA an appropriate amount.

Returns under the PANDORA eSTORE enhanced cancellation policy

In addition to your rights under the Consumer Contracts Regulations, if for any reason you are not completely satisfied with your purchase from the PANDORA eSTORE, you can return any non-sale Product purchased from the PANDORA eSTORE within 30 days of receipt for a refund, but to do so you must follow the free Returns Process.

Once SDSA has received and validated any returned Products, SDSA will send you an email to confirm the validation. Your refund will be processed within 30 (thirty) days of SDSA’s email to you confirming the receipt and validation of your returned Product.

Any Product returned under the PANDORA eSTORE enhanced cancellation policy must be in a new, unworn and resaleable condition and SDSA reserves the right to refuse a refund where the Product is returned damaged or showing signs of use or wear.

Please note that these enhanced return rights do not apply to sale Products.

Returning Products that are faulty or not as described

Please see section 13 below for more information about your legal rights in relation to Products that are faulty or not as described.

If you need to return any Product because you believe it is faulty or not as described, but the deadline for returning the Product under the Consumer Contracts Regulations and the PANDORA eSTORE enhanced cancellation policy have expired, please contact the Customer Care Team for further assistance, either by email to estore-uk@pandora.net, by telephone to the Freephone number 0808 2345 431 (Mon-Fri 08:00 – 18:00) or by ordinary mail to SDSA at rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium.

SDSA will refund in full the price of Products (including sale Products) that are faulty or not as described, together with all applicable delivery charges (including any premium paid for non-standard delivery), and any reasonable costs you incur in returning the item.

Exchanges through the PANDORA eSTORE

Products purchased from the PANDORA eSTORE (excluding sale items) may be exchanged through the PANDORA eSTORE for the same Product in a different size (or the same Product in any size if the original Product is faulty). If you would like to exchange a non-sale Product, contact the SDSA Customer Care Team by email at estore-uk@pandora.net or by telephoning the Freephone number 0808 2345 431 (Mon-Fri 08:00 – 18:00). No other exchanges are available through the PANDORA eSTORE

Special conditions and exceptions

If you do not return a Product (or, if a Product sent using the free Returns Process fails to arrive and you are unable to provide proof of postage), SDSA reserves the right to refuse a refund.

The cancellation rights set out in this section 12 do not apply to pierced earrings, including earring pendants. For reasons of hygiene and safety, these Products are non-returnable, unless faulty or not as described.

All jewellery sets, with item numbers starting with B (example: B800002-H) are bundled sets. If you have purchased a bundled set and wish to return it for a refund, the complete set must be returned.

If your Products were purchased using a special offer which contained several Products (e.g. “buy three rings, but only pay for the two most expensive rings”), all Products ordered using the special offer must be returned in order to qualify for a full refund.

Your legal rights in respect of goods which do not conform to the contract (for example, if they are faulty or not as described) are not limited or excluded by these terms.

13. Consumer Warranty (Guarantee)


You can find out about your legal rights and remedies by contacting your local consumer advice service. In particular, the PANDORA eSTORE has a legal duty to supply products that conform to the contract. Nothing in this guarantee will replace or lessen any of your legal rights or remedies.

Products sold by the eSTORE include a guarantee for Products which turn out to be faulty or not as described during the periods set out below for various Product types:
• 2 years from the original date of purchase for silver jewellery
• 2 years from the original date of purchase for gold jewellery
• 1 year from the original date of purchase for parts of Products made of wood, leather, glass and string items.

This means you can request a repair or replacement free of charge if the Products turn out to be faulty or not as described during this period. SDSA will repair your Product or replace it with a Product of identical or similar characteristics, except as set out below. SDSA may at its option replace your Product under this guarantee whether or not a repair of your original Product is possible. If SDSA chooses instead to repair your Product SDSA may do so with new or refurbished components.

If the Product cannot be repaired or replaced within a reasonable time or without inconvenience, you may request a refund or price reduction. Refunds, if authorised, will usually be made using the same method originally used by you to pay for your purchase.

This guarantee is given to the original purchaser of the Product from the PANDORA eSTORE and is not transferable.

Please retain your order confirmation/invoice or pass it on to the gift recipient as the original proof of purchase is the warranty. If a receipt is not available a credit card or bank statement showing the relevant transaction will suffice. This does not affect your legal rights.

This guarantee does not cover normal wear and tear or damages caused by accidents, mishandling, improper use (knocks, dents, crushing etc.).

Repairs (or attempted repairs) to Products other than by PANDORA will void this guarantee whether or not damage has been caused by such repair or attempted repair.

If your Product is repaired or replaced by SDSA under this guarantee, the new item will benefit from the remainder of the term of this guarantee (calculated from the date of the original purchase of the Product). The period of this guarantee shall not be extended whether or not your Product is repaired or replaced.

Wearing counterfeit charms, charms from incompatible PANDORA collections or charms by other brands on your PANDORA bracelet could damage the unique threading system and if such damage is caused, it will not be covered by this guarantee.

14. Liability

SDSA warrants to you that any Product purchased from the PANDORA eSTORE is of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied.

Neither SDSA or PANDORA are responsible for indirect losses which happen as a side effect of your main loss or damage and which are not reasonably foreseeable by you or SDSA/PANDORA, including but not limited to loss of anticipated savings.

These Sales Terms set out the full extent of the obligations and liabilities of SDSA and PANDORA in respect of the sale of the Products via the PANDORA eSTORE. To the extent permitted by applicable law, there are no other warranties, conditions or other terms that are binding on SDSA or PANDORA other than those set out in these Sales Terms.


This does not include or limit in any way the liability of PANDORA or SDSA respectively:
• for death or personal injury caused by their negligence;
• for fraud or fraudulent misrepresentation;
• under section 2(3) of the UK's Consumer Protection Act 1987; or
• for any matter for which it would be illegal for PANDORA or SDSA to exclude, or attempt to exclude, liability.

15. Severability

If any provision of these Sales Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from these Sales Terms and shall be enforced to the fullest extent permitted by applicable law not affecting the validity and enforceability of any remaining provisions.

16. Contact details

SDSA Customer Care Team will assist you with any PANDORA eSTORE order related questions or complaints. You can contact SDSA either via email(estore-uk@pandora.net) or by FREEPHONE* (0808 2345 431) from Monday to Friday between 8am and 6pm, except Christmas day (25 December) or in writing to Distributors SA, rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium.

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

SDSA Customer Care Team is closed on the following Belgium bank holiday:
• 25 December (Christmas Day)

SDSA will endeavour to resolve any complaint you may have. If SDSA is unable to resolve a dispute, either party is entitled to seek further recourse through the ODR Platform . Operated by the European Commission, the ODR Platform is an online platform providing businesses and customers in the European Union with a forum for resolving online sales disputes without the need to go to court. The dispute resolution services available on the Platform are provided free of charge, although neither party is under any obligation to participate.

17. Transfer of rights and obligations

These Sales Terms are binding on you and SDSA and on any person SDSA might transfer its rights to.

You may not transfer, assign, charge or otherwise dispose of a contract with SDSA, or any of your rights or obligations arising under it, without our prior written consent.

SDSA may transfer, assign, charge, sub-contract or otherwise dispose of a contract with you, or any of SDSA's rights or obligations arising under it, at any time during its term.

18. Waiver

If SDSA fails, at any time to insist upon strict performance of any of your obligations under these Sales Terms, or if SDSA fail to exercise any of the rights or remedies to which it is entitled under these Sales Terms this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

19. Entire agreement

These Sales Terms and conditions and any document expressly referred to in them represent the entire agreement between SDSA and you and supersede any prior agreement, understanding or arrangement between the parties, whether oral or in writing.

You acknowledge that, in entering into a contract with SDSA, you have not relied on any representation, undertaking or promise given by SDSA or any third party or be implied from anything said or written in negotiations between us prior to such contract except as expressly stated in these Sales Terms.

20. Governing law and Jurisdiction

These Sales Terms and your purchase of Products from SDSA through the PANDORA eSTORE shall be governed by and construed in accordance with the laws of England, without resort to its conflict of law provisions. Any dispute or claim arising out of or in connection with these Sales Terms or your purchase of Products from SDSA (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

Last updated May 18, 2016