Does my Pandora jewellery that I bought online include a warranty?

Pandora will replace jewellery proven by our jewellers to be defective due to the manufacturing process within 12 months after the date of purchase. Please retain your receipt or pass it on to the gift recipient, as the original proof of purchase is the warranty.

This warranty is offered in Singapore and may differ in other international markets.

The warranty against defects does not cover loss, damage, breakage, changes in appearance, kinks, or the gradual degradation of all or part of the goods due to normal wear, mishap, careless handling, improper use, the use of charms or items not manufactured by Pandora or use outside Pandora’s care instructions. Tarnishing occurs naturally and therefore, cleaning is not covered by the warranty.

General wear and tear, misuse and tarnishing are not covered under the warranty.



What do I do if my Pandora jewellery is lost or stolen?

The warranty does not entitle you to replacements or refunds for lost or stolen items. We recommend the use of safety chains on bracelets and insurance cover is advisable on all valuable jewellery. General wear and tear, misuse and tarnishing are not covered under the warranty.



Why and how are the Pandora products hallmarked?

Pandora provides a universe of hand-finished and modern jewellery made from genuine materials, primarily solid sterling silver and 14 or 18 k gold with gemstones, stones, cultured pearls, glass and wood. Even though we do our utmost to ensure that our jewellery is easily identifiable through key markings, it can be difficult for you as a consumer to tell the difference between Pandora products and copies, because copies might carry similar identifiers.

While the presence of these key markings does not guarantee authenticity, looking for these key markings is one of the first steps you can take to ensure that the products you purchase are in fact authentic Pandora products.

A maker's mark is a US term for a stamp indicating the origin of jewellery. The standard marker's mark 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 UK equivalent to maker's mark is sponsor's mark, and the Danish equivalent is responsibility mark.

Some countries require other specific jewellery stamps, and Pandora does of course live up to these requirements by adding additional stamps to our jewellery in these countries.

The term quality mark is the standard term in the US and the equivalent of hallmark in the UK and fineness mark in Denmark. At Pandora, we stamp our jewellery with quality marks to indicate the metal's purity and to guarantee that the metal is genuine.

All our sterling silver jewellery is stamped with a capital "S" for silver, followed by the purity stated as pure silver parts per thousand: S925 (92.5% pure silver).

All our gold jewellery is stamped with a capital "G" for gold, followed by the purity, stated as pure gold parts per thousand in the gold alloy: 14k: G585 (58.5% pure gold) or 18k: G750 (75% pure gold).

The quality marks on Pandora jewellery manufactured before June 2011 only contain numbers, not letters.