Frequently Asked Questions


 

FAQs

 

1. Why must I create an account?

2. I’m having technical issues

3. I can’t sign into my account

4. Can I return an item purchased from the Online Store to a PANDORA store or stockist?

5. Can you send me a catalogue/brochure?

6. Is the PANDORA Online Store a genuine stockist?

7. Where does the PANDORA Online Store deliver to?

8. How do I change details in my account?

9. Why and how are the PANDORA products hallmarked?

10. What size ring should I buy?

11. How do I contact the PANDORA Online Store?

12. How do I contact PANDORA CN with a general enquiry?

13. How do I contact PANDORA CN about an in store purchase?

14. I am ordering a bracelet and several charms in one order, how will my items be packaged?

15. How can I delete my Online Store account?

16. Why does my gemstone look different to the image pictured on the Online Store?

17. What is the returns policy for sale items on the Online Store?

18. If I order something that is no longer in stock what will happen to my order?

19. Why is the free delivery offer not available during promotional periods?

20. How can I convert my CN ring size in to a PANDORA ring size?

21. What are the supported payment methods?



ORDERS

 

DELIVERY

 

RETURNS

 

WARRANTY & REPAIRS

 

CARE

 


 General FAQs

 

1. Why must I create an account?

Creating a PANDORA account enhances your shopping experience and helps us speed up the ordering process for you. It also allows you to see your order history, track and trace your order, update your newsletter preferences and take advantage of exclusive offers.
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2. I’m having technical issues

We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact the PANDORA Online Store Contact Centre on FREEPHONE number +(852) 2136 4222 or email cs.estore-CN@pandora.net with the following information:

  • • Details about the problem.
  • • Screen shots of the error message.
  • • Which web browser and version you are using.
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3. I can’t sign into my account

If you can’t sign into your account then please complete the following steps:

  • • Check that you are using the same email address and password you registered with.
  • • If you can’t remember your password, click on the 'forgotten password' link and type in your email address. We’ll then email you a password reminder.
If after this you still can’t sign in, please contact our PANDORA Online Store Contact Centre on FREEPHONE number +(852) 2136 4222 (Mon-Fri 09:00 – 18:00) or email cs.estore-CN@pandora.net providing as much detail as you can about the issues you are experiencing including screen shots of any error messages you get and what you’ve done so far to try to resolve it.
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4. Can I return an item purchased from the Online Store to a PANDORA store or stockist?

It is not possible to return an item purchased from the PANDORA Online Store to a PANDORA store or stockist. Please return all Online Store orders to the Online Store using the Online Store returns policy.
Likewise it is not possible to return an item purchased from a PANDORA store or stockist to the Online Store.
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5. Can you send me a catalogue/brochure?

Unfortunately we cannot fulfil requests for brochures from the PANDORA Online Store. Please visit your local store or sign up to PANDORA Club for all of the latest news and products.
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6. Is the PANDORA Online Store a genuine stockist?

Yes, the PANDORA Online Store is our official website which sells genuine PANDORA jewellery directly to consumers. Unfortunately due to the quality and popularity of PANDORA jewellery we have become the subject of counterfeiters. By buying from the PANDORA Online Store you can be confident you are purchasing genuine jewellery. To read more about counterfeits and our brand protection policy click here.
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7. Where does the PANDORA Online Store deliver to?

The Pandora Online Store currently ships to addresses within Great Britain and Northern Ireland, France, The Netherlands, Germany and Austria. For deliveries to another country than CN, please change country by clicking "change" in the top header of this page. You will be redirected to the website in the country of your choice.
Unfortunately we do not deliver to the following postcodes:
AB30 - AB40, AB44 - AB57, CA19 - CA23, CA6, CA8, CA9, DG3 - DG9, DG13, DG14, FK8, FK17 - FK21, HS1 - HS9, IV13, IV21 - IV28, IV40 – IV49, IV51 - IV56, IV63, KA27, KA28, KW1, KW10 - KW17, KW2, KW3, KW5 - KW9, LD1 -LD4, LD6, NE18, NE47, NE48, NE61, NE65, NE66, NE67, NE68, NE69, NE70, NE71, PA20 - PA49, PA60, PA61, PA62-78, PH17 - PH50, SA32, SA33, SA34, SA5, SA19, SY25, YO21, YO22, ZE1, ZE2, ZE3.
Please note we do not deliver to the Channel Islands, the Isles of Man, Scilly & Wight and BFPO (British forces post boxes).
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8. How do I change details in my account?

To change details in your account, please go to My Account where you can change your personal information and address details, plus view your orders.
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9. Why and how are the PANDORA products hallmarked?

The PANDORA products are hallmarked by an official Dutch hallmarking company, called EWN (EDELMETAAL WAARBORG NEDERLAND BV), according to the EU law. The Assay Act 1986 guarantees, by means of legal hallmarks, that an object contains the correct level of platinum, gold and/or silver. Pure platinum, gold and silver are too soft to be made into jewellery or utensils. They are therefore mixed with base metals to achieve a sufficiently hard material to work with. The quantity of precious metal in such an alloy is called the fineness of the alloy. The fineness is given in parts (by weight) per 1000 of the alloy. For example, 750 thousandths of gold means that there are 750 parts of pure gold in 1000 parts of gold alloy. The old designation "carat" is also used for gold (pure gold is 24 carat). The precious metal alloy from which the object is made is assayed for one of the legal fineness standards and guaranteed by the application of a standard mark on the object. A distinction is made between new and used objects. Please find below an overview of the hallmarks that are used to identify silver and gold products below:



A hallmark is a CN term for a stamp indicating the origin of jewellery. The standard hallmark on PANDORA jewellery is "ALE", which stands for Algot Enevoldsen, the father of PANDORA founder, Per Enevoldsen. You will always see "ALE" stamped on our jewellery, except on some of our smallest pieces. The US equivalent to hallmark is maker´s mark, and the Danish equivalent is responsibility mark.





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10. What size ring should I buy?

Please click this link for our ring size guide.
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11. How do I contact the PANDORA Online Store?

For consumer enquiries relating to the Online Store, please use the following contact details:
Call FREEPHONE number +(852) 2136 4222, Monday to Friday 09:00 - 18:00
Email: cs.estore-CN@pandora.net .
Please note that the PANDORA Online Store can only handle requests relating to the purchases from the Online Store specifically.
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12. How do I contact PANDORA CN with a general enquiry?

If you have a more general enquiry about PANDORA CN products and services, or you have a complaint, please email pap.cs@pandora.net.
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13. How do I contact PANDORA CN about an in store purchase?

If your enquiry is relating to a jewellery purchase in store, we recommend that you contact the store directly. Click here to find your store's contact details.
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14. I am ordering a bracelet and several charms in one order, how will my items be packaged?

If you purchase a bracelet and charms in one order, these will be sent to you in an exclusive PANDORA multi gift box, finished with our signature pink ribbon. Your order will be packed in two separate compartments of the box and protected with grey foam inserts. Please remove these before giving as a gift to your loved ones.

If you would like additional packaging there is an option to select this at check out.
We are unable to ship out any additional packaging after an order has been placed.

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15. How can I delete my Online Store account?

We are sorry you want to delete your account. Please email our PANDORA Online Store Customer Care Team at cs.estore-CN@pandora.net and request that your account be deleted. Please ensure that you send the email from the email address linked to the account so we can verify that it is a genuine request.
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16. Why does my gemstone look different to the image pictured on the Online Store?

The product photography displayed on our website matches the product as closely as possible. All of our jewellery is hand-finished with genuine gemstones and so details such as the exact shade of colour of the stone can vary slightly. This is all a part of what makes your jewellery unique and special.
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17. What is the returns policy for sale items on the Online Store?

Refunds are available on sale items within 14 days of purchase.
Exchanges are not available. Please contact your store or stockist for details of their policy.
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18. If I order something that is no longer in stock what will happen to my order?

During extremely busy periods it is possible to place an order for a product which may just have gone out of stock. In this case, the Online Store reserves the right to cancel your order.
If you have paid via credit/debit card your card will not have been charged.
We apologise for any inconvenience.
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19. Why is the free delivery offer not available during promotional periods?

We do not run any two promotions in conjunction with each other. Apologies for any disappointment.
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20. How can I convert my CN ring size in to a PANDORA ring size?

Please see the conversions below:
50 is the equivalent of J 3/4
52 is the equivalent of L 1/4
54 is the equivalent of N
56 is the equivalent of O 1/2
58 is the equivalent of Q 1/4
60 is the equivalent of R ¾

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21. What are the supported payment methods?

PANDORA Online Store CN currently supports three payment methods:

- American Express (credit card)
- Visa (credit card)
- MasterCard (credit card)


Please note that you need to use the identification method required by the issuing bank of your credit card for payment with Visa and MasterCard.
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