Please read these rules carefully
These C&C Terms apply to you when you order Products through the Pandora website for delivery using the Pandora Click & Collect service.
These terms and conditions ("C&C Terms") are supplemental to the Pandora website terms and conditions available here ("Sales Terms"). By ordering any Products using the Pandora Click & Collect service you agree to be bound by these C&C Terms. To the extent that there is a conflict between these C&C Terms and the Sales Terms, these C&C Terms prevail. Except where defined in these C&C Terms, defined terms used have the meaning given to them in the Sales Terms.
Products ordered on the Pandora website using Pandora's Click & Collect service will be sold to you by Pandora Jewellery UK Limited, a company registered in England and Wales under company number 06654012 whose registered address is at 33 George Street, London, W1U 3BH ("Pandora Terms"). Pandora's VAT number is GB213663917.
If you would like to be able to collect your Products from a Pandora store, please use the ("Find in Store") button on the Product webpage to see if your Products are in stock at your local Pandora store. Not all Pandora stores participate in the Pandora Click & Collect service, and so please use this search function to find a participating store closest to you.
At the checkout page you will be provided with an opportunity to select the "Click & Collect" delivery option for some or all of the Products and to choose a participating Pandora store to collect the Products from. You can follow the same process as above and simply click on the "Find in Store" button to see which store is available to collect your items from.
When you place your order using the Pandora Click & Collect service you will have the opportunity to add the name of an alternate pick-up person who can collect the Products from the store on your behalf. Please ensure that you have their permission to provide their name to Pandora before you place your order. Due to the speed at which orders are processed, you will not be able to add or change the alternate pick-up person once your order has been placed.
After receiving your order, Pandora will check that the relevant Products are in stock at the store that you have chosen to collect your Products from. Once your Products are in stock and your order has been prepared for collection by our store team, you will be sent an email notifying you that the Products are ready for collection ("Collection Confirmation")
A contract for the sale of Products ordered using the Pandora Click & Collect service will only be formed once payment has been taken for the Products; payment is taken when Products are collected in store. Please see section 4 (Payment) below for details about how payment is taken when you order Products using the Pandora Click & Collect service.
Where you have placed a mixed order, for Products to be delivered to you and for Products to be collected using Pandora's Click & Collect service, two separate contracts are formed. A contract for the sale of Products ordered using the Pandora Click & Collect service will be formed as set out above. A contract for the sale of Products ordered for delivery, which will be governed by the Sale Terms but not these C&C Terms, will only be formed when Pandora emails you confirming that all or part of the Products are still available and have been dispatched.
Products ordered through Click & Collect, that are in stock at the relevant Pandora store, are usually available for collection within 24 hours of you placing your order. The Pandora store that you have chosen to collect your Products from will hold on to your Products for 5 days from the date that you are sent your Collection Confirmation email.
When you or your alternate pick-up person collects your Products, you/they will be asked to provide a copy of your Order Receipt Confirmation and a valid form of ID (passport or driving licence). You/they may also be asked to sign for the Products.
Once your Products have been collected, you will receive an email from Pandora confirming which Products have been collected and the name of the person that has collected them.
When you order the Products on the Pandora website you will be asked to enter your payment details and payment for the Products will be pre-authorised. Payment will be taken automatically, using the details that you provided at the Pandora website checkout, when you collect your products from the relevant Pandora store.
Ownership of the Products will pass to you only when Pandora has received full payment in respect of your order, including all taxes and other charges. The Products will be at your risk from the time of collection.
Cancellation 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.
If you have placed an order for Products to be collected using the Pandora Click & Collect service, the cancellation period starts on the date that Pandora receives full payment from you for your order and continues until the end of 14 days starting on the day after the day the Products are collected. This cancellation right applies to both sale and non-sale Products but does not apply to Excluded Products as set out in the Sales Terms (see above). You may use this Withdrawal Form to tell Pandora that you want to cancel your purchase (and, if you do so, Pandora will confirm receipt by email).
If you wish to cancel your purchase under the Consumer Contracts Regulations, please return the Products to the store that they were collected from no later than 14 days after the date you inform us that you would like to cancel. When returning Products please present your Order Receipt Confirmation and the last 4 digits of the card originally used to purchase the Products. If you are not able to return the Products to the store, or you do not have this information, please contact the Customer Care Team using the details below.
If you cancel your purchase under the Consumer Contracts Regulations, Pandora will refund to you the full price you paid for the Product (including all VAT and/or other taxes) together with delivery costs you have paid (if applicable), although, as permitted by law, the maximum delivery costs refunded will be the cost of the standard delivery service. Any refund due to you will be made to the original payment method as soon as possible, but may take up to 14 days.
Returns under Pandora's enhanced cancellation policy
In addition to your rights under the Consumer Contracts Regulations, if you would like to return and receive a refund for full price Products ordered using the Pandora Click & Collect service, you can return the Products within 30 days from collection to the relevant Pandora store where you originally collected the Products from. Pandora does not accept returns of Excluded Products as set out in the Sales Terms (see above).
When returning your Products, please present your Order Receipt Confirmation and the last 4 digits of the card originally used to purchase the Products. Any refund due to you will be made to the original payment method as soon as possible, but may take up to 14 days.
If you would like to exchange Products ordered using the Pandora Click & Collect service, you must exchange full price Products within 30 days from collection and sale items within 14 days from collection. You can do this at any Pandora-branded store. (You cannot exchange Products that have been ordered using the Pandora Click & Collect service through the Pandora website.) Pandora does not accept exchanges of Excluded Products as set out in the Sales Terms (see above).
Important terms relating to returns and exchanges
If you would like to return any items that were part of a mixed delivery order (part Click & Collect order, part deliver to home order), any items that were sent to home must be returned using the normal returns process outlined in your package and in the Sales Terms (see above).
Regardless of whether your Products are returned for an exchange or a refund, the Products must be in an unworn, saleable, condition. We may reduce any refund to reflect any reduction in the value of the Products if this has been caused by your handling of it in a way which would not be permitted in a shop.
This Click & Collect returns policy does not affect your rights in law as a consumer including your right to return faulty products under the Consumer Rights Act 2015.
Please contact Pandora's Customer Care Team if you have any questions about ordering Products using the Pandora Click & Collect service. You can contact the Pandora Customer Care Team in the following ways:
• via the contact us form on the Pandora website;
• by FREEPHONE 0808 2345 431 check opening hours here or
• in writing to Pandora Jewellery UK Limited at Ecommerce Customer Service Department, 33 George Street, London, W1U 3BH.
Last updated September 17, 2020