Customer satisfaction is on the top of our minds. If for any reason you are not completely satisfied with your purchase from Pandora Online Store, we offer a one-off free return and give you a full refund (except the shipping cost).


Please note that you have to notify us within 14 days from the date of purchase for processing the refund of the item. We advise you to contact our Customer Center about your return as soon as you receive the order. 


All returned goods will be inspected upon arrival at our appointed addresses. Returns that are not in original condition, outside of this time frame or unauthorised returns cannot be accepted.


Pandora Online Store will only accept returns for purchases made online. Likewise, Pandora physical stores will not accept returns on products purchased online.


If you have purchased a jewellery set and wish to return it for a refund, the complete set must be returned.


We currently do not process exchange for item purchased online. However, you can return your order for a refund and place a new order that you initially want to exchange for.


Instructions for Return

  If you decide to return your item for a refund, please follow these steps to organise your return:
  1. Please contact our Customer Center and provide the following information:
    • Order number
    • Item(s) to be returned
    • Reason for the return
    • Date and time you will be available for the courier pick-up
    • Which store you would like to visit

  2. You will receive an email with the return instructions and a Return number given.

  3. Please fill out the return form we send to your e-mail address.

  4. Please pack the completed return form together with the item(s) in original Pandora packaging in the parcel.

  5. Give your parcel to the courier that has been arranged for you.

Please note that the Shipping and Deliveries also applies to the pick-up service of return.


Upon receipt of the return and confirmation of its original condition, we will promptly process your refund and credit your original credit card of payment within 5 working days.


You will be notified by email when we received your return and also after the refund has been processed.


Please note that the actual time for the refund to be shown in your account of the same credit card used for placing the order will be depending on your card issuing bank. Please contact your bank directly for further details.



Can I return or exchange an item purchased online to a Pandora physical store?
We accept exchanges / returns for item(s) purchased online at a Pandora physical store. Please refer to Point 2 for instructions on exchanges / returns.


Have you received my returned item?
You will receive a return confirmation email after we verify the item(s) in its original condition.


My order has arrived and the jewellery is damaged/faulty/missing. What should I do?
We are sorry to hear about this and sincerely apologize for the mistake. Please contact our Customer Service Team for assistance.


Pricing difference

As a retail business our prices change in response to trends, stock and demand from the consumer. As such we are not able to refund the difference.