Returns will not be accepted without first contacting us to arrange for a return/exchange/refund. Contact us by email or telephone (01989 768667) to arrange a return. Items sent without an order number, name & address and written reason for return in with the item cannot be processed. It is impossible for us to identify a returned item without the original order number or address. Send an item by at least recorded delivery as we cannot be responsible for items lost in the post.
If you are not satisfied with your purchase, in addition to your statutory rights we offer you 7 working days from the date of receiving your order to change your mind and return the item to us for an exchange or refund.
To qualify for this, the item must be in absolutely unworn and brand new condition and must be returned with the original box, instructions, guarantee and any extras i.e. (CD’s etc). In these cases we refund the original order amount, minus any additional delivery options selected at checkout (for example next day, Saturday or 9am delivery).
Items returned due to defects outside the 7 day period will either be repaired or exchanged on a like for like basis, depending on the item’s condition. (If an item shows signs of wear and tear, marks etc., the only option is repair) Defective items are only refunded if the item cannot be reasonably repaired or replaced. The guarantee must be included with items that are being returned for repair. Return postage is refunded for defective items returned to us within 30 days of purchase only. Return postage is not refunded for items being returned for reasons other than defects.
We do not refund or accept returns for earrings due to hygiene, health and safety.
Goods are refunded within 30 days.
If we believe you have not taken reasonable care of the item and you are returning it for reasons other than defects/faults we may choose to apply a restocking fee. This will also apply if packaging is damaged or missing.
Any money which is refunded can take up to 14 days to appear in your account.
All returns should be sent to us using royal mail special delivery if over £100 retail or by recorded delivery if less, this way your return is insured don’t forget to tick the insured amount according to the value of the return. Using special delivery makes it easy to track via the royal mails website. You must provide us with the tracking number and your original order number when contacting us. We cannot be held responsible for items lost in the post.
We have an exchange only policy in-store – this means if you are unhappy with the item you purchase from any of our stores, we will only exchange for an item of similar price.
This however does not apply to any Pandora items purchased from our stores.
If there are faults/defects with the item purchased, we ask that you come in to the store within 14 days of purchase to speak to us about the problem. We will hopefully be able to resolve the matter for you.