Frequently Asked Questions













 General FAQs

1. Do I need to create an account to buy something online?

No, you can place an order as a guest. However, if you plan to buy regularly from the PANDORA Estore, saving your details after you’ve placed your order will mean a more efficient checkout process next time.

Having an account not only speeds up the order process, but will also enable you to view your order history; save your personal details as well as create and view your wishlist.
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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 eSTORE Contact Centre on FREEPHONE number 0808 234 5431 or email 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 eSTORE Contact Centre on FREEPHONE number 0808 234 5431 (Mon-Fri 08:00 – 18:00) or email 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 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. Refunds on products purchased from the PANDORA eSTORE are not available through PANDORA stores or stockists. Likewise, it is not possible to return an item purchased from a PANDORA store or stockist to 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.

For more information on returns and refunds, please see the PANDORA eSTORE returns policy and section 12 (Returns and Refunds) of the Terms and Conditions.
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5. Can you send me a catalogue/brochure?

Unfortunately we cannot fulfil requests for brochures from the PANDORA eSTORE. 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 eSTORE a genuine stockist?

Yes, the PANDORA eSTORE is our official website which sells genuine PANDORA jewellery directly to consumers. Unfortunately due to the quality and popularity of PANDORA jewellery there has been an upsurge in websites selling counterfeit PANDORA items throughout Black Friday weekend, some of which you may have seen advertised on Facebook. By buying from the UK PANDORA eSTORE you can be confident you are purchasing genuine jewellery. We cannot guarantee the authenticity of a product purchased from any other site other than from or one of our UK official stockists, which can be found here

If you have bought from any websites not listed on our UK site, please ensure you contact your bank or credit card provider immediately for further advice.

Please be assured that every lead is a priority and investigated as soon as possible. If you suspect that a website or vendor is not genuine, please submit the web address to our Brand Protection team by email at This address can also be used for reporting eBay sellers and auctions.

To read more about counterfeits and our brand protection policy click here.
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7. Where does the PANDORA eSTORE deliver to?

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.

For deliveries to France, the Netherlands, Germany, Austria, Poland, Italy, Sweden and USA, please change the country selection by clicking "change" in the top header of this page. You will be redirected to the website in the country of your choice.
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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 UK 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 eSTORE?

For consumer enquiries relating to the eSTORE, please use the following contact details:
Call FREEPHONE number 0808 234 5431, Monday to Friday 08:00 - 18:00
Email -
Please note that the PANDORA eSTORE can only handle requests relating to the purchases from the eSTORE specifically.
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12. How do I contact PANDORA UK with a general enquiry?

If you have a more general enquiry about PANDORA UK products and services, or you have a complaint, please email We will endeavour to resolve any complaint you may have. If we are 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.
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13. How do I contact PANDORA UK 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.
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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 eSTORE account?

We are sorry you want to delete your account. Please email our PANDORA eSTORE Customer Care Team at 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 eSTORE?

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 eSTORE?

Refunds are available on sale items 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 the returns policy and section 12 (Returns and Refunds) of the Terms and Conditions.

For more information on returns and refunds, please see the PANDORA eSTORE returns policy and section 12 (Returns and Refunds) of the Terms and Conditions.

Unfortunately, exchanges are not available on sale items, 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.
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18. If I order something that is no longer in stock what will happen to my order?

Stock levels are always monitored very closely. However, during extremely busy periods it is sometimes possible to place an order for a product that may just have gone out of stock. In this case, the PANDORA eSTORE reserves the right to cancel your order.

If you have paid via PayPal, you will be issued with a refund for the amount paid. If you have paid via credit/debit card your card will not have been charged.

Apologies 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 UK 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 eSTORE UK currently supports four payment methods:
- PayPal
- Maestro
- 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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22. What is your Christmas returns policy?

During the Christmas period, our online 30 days standard returns policy is extended for products purchased on the UK estore between the 2nd November 2015 and the 24th December 2015. You can return such online purchases for a refund up to and including the 17th January 2016.

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