You will receive an order confirmation email once you have successfully placed your order. To protect our customers from fraudulent activities, all personal and payment details will need to be verified. We will contact you if we encounter any issues with your order.

Your order is protected by VeriSign, which secures over 500,000 web servers worldwide with strong encryption and rigorous authentication. VeriSign is the leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce and communications for websites, intranets, and extranets.

Kindly check the following for possible payment declination reasons:

• Credit card details such as credit card number, expiry date or your billing address.

• Ensure your credit card security code (CCV) is entered accurately i.e. 3-digit number on the back of your Visa or Mastercard or the 4-digit number on the front of your American Express card.

• Payment may have been declined by your bank – kindly enquire with your bank.

Should you still experience payment problems after the above verification, please contact our Pandora Customer Service Team.

Should your order be no longer in stock, we will cancel your item or your order and refund the relevant amount to your credit card that was used for the purchase. We apologize for any inconvenience caused.

VIP Discounts are not applicable at the current moment.

Our website may not support some browsers including Android KitKat, iOS 5, Internet Explorer 10, and all earlier versions. To receive the best view of our website, please ensure you have upgraded your browser to the latest version. Alternatively, you may clear your cache and cookies, history and footprints in your browser. Completing this task may help to resolve website issues that you run into.

If you are still experiencing issues, please contact our Customer Service Team with the following information:

• Details about the problem

• Screen shots of the error message.

• The name of your web browser and its version number.

Your Pandora jewellery will be packed and delivered in our exclusive Pandora gift box, finished with our signature pink silk ribbon. Grey foam inserts will be used to protect your jewellery.

For gifting purpose, you may request for a personalized gift note / card and this option is available for selection at the order check-out page. We will not be able to ship out any additional packaging or gift note/card after your order is placed.

Yes. You can create a personalized message at the check-out page. Your gift card will be printed on light pink gift card, inserted in a pink envelope and placed inside the box with your purchased items. We recommend that you include your name on the card so that your recipient is informed of the sender.

Yes. You may select additional Pandora gift boxes and personalized gift notes / cards if your order includes gifts for multiple recipients. Your items will be perfectly packaged for your loved ones upon receipt. Kindly be informed that we do not ship one order to multiple addresses.

You will receive a shipping confirmation email once your order has been successfully shipped. This email will contain a tracking number alongside a weblink which will enable you to track your order. Kindly note that you will only be able to track the delivery status once you receive the tracking number.

We only ship to addresses within Singapore. However, due to restrictions and limitations (placed by certain institutions and organisations), we will not be able to deliver to the following areas in Singapore – Alps Avenue, Aviation Park Road, Jurong Port Road, Jurong West Street 23/26/93, Ayer Merbau Road, Benoi Road, Brani Terminal, Choa Chu Kang Drive / Loop / Way, Christian Cemetery Path 2, Corporation Drive, Gombak Drive / Rise, Gul Road, Jalan Ahmad Ibrahim, Jalan Besut, Jalan Boon Lay, Jalan Papan, Jalan Penjara, Jalan Samulun, Jurong Port Road, Kusu Island, Lorong Sambak, Lorong Serambi, Mowbray Road, Old Lim Chu Kang, Old Pier Road, Orchard Road, Park Street, Parliament Place, Piccadilly, Pioneer Crescent / Sector 1 / Sector 2, Punggol Twenty-Four Avenue, Queensway, Refinery Road, Regent Street, Rifle Range Road, Siok Wan Close, Stagmont Road, Stockport Road, Straits Boulevard, Sunview Drive, Tanah Merah Besar Lane / Road, Tanah Merah Coast Road, Tanjong Kling Road, Transit Road, Upper Jurong Road, Vernon Park, Woodlands Crossing, Jurong Island, Tuas Link, Changi Cargo, Country Clubs, Army Camps, Seletar Aerospace, Off-shore Islands such as St John Island, Pulau Ubin, Turf Club Avenue, Sentosa, Singapore Prison Quarters, Airbase sites, SATS Inflight Catering Centre 1, ST Kinetics, Shipyards such as Keppel, Powergrid, Airport Boulevard, and all airport areas including areas within Changi Airport and Seletar Airport.

For deliveries outside of Singapore, please click the link at the left-top corner of our website to check our official eStore as well as to select your preferred country option.

Our orders are sent via courier service – TA-Q-BIN, and they must be signed for upon successful delivery. If no one is available to sign for the delivery, the parcel will be returned to the depot and a contact card will be left in your post box for you to arrange for a re-delivery.

The shipping cost is S$10 per order regardless of the number of items in the order. Orders above SGD100 qualifies for free delivery.

The standard delivery for all orders is between 2 – 4 business days and your order will usually arrive within the stipulated time. Occasional delays due to unforeseen impacts caused by our delivery partners and weather disturbances may occur. As this is beyond our control, Pandora will not be liable in such cases and recommends for orders to be placed as early as possible.

We are unable to fulfill catalogue or brochure requests. Kindly visit our physical stores or sign up to Pandora Club for all latest news and product launches and updates.

Customer satisfaction is on the top of our minds. If for any reason you are not completely satisfied with your purchase from Pandora eStore, we offer a one-off free return and give you a full refund (except the shipping cost), or exchange for the same item in another size. For hygiene reason, we regret to advise that we do not accept return of all earrings products.

Please note that you have to notify us within 14 days from the date of order arrival for processing the refund of the item. Therefore, we recommend that you check your orders immediately upon receiving them and email us your exchange(s) / return(s) request should the items not be satisfactory.

All returned goods will be inspected upon arrival at our appointed addresses. All items must be returned in resalable condition in original packaging and exchanged only one time per receipt. Returns that are not in original condition, outside of this time frame or unauthorised returns cannot be accepted.

Please note that if you have purchased a Pandora jewellery set and wish to return or exchange it, the full complete set must be returned / exchanged.

Refunds will be made to the same credit card used for the purchase.

No exchanges or refunds are permitted for sale goods and promotional items

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

If you decide to exchange / return your online purchase, kindly follow these steps so that we can better facilitate your exchange / return request:

a. Please send an email to our Customer Service Team with the following information:

          a. Full Name

          b. Order Number ID

          c. Item(s) to be returned

          d. Reason(s) for the return

b. Our Customer Service Team will contact you within the next 2 business days to acknowledge your request and confirm your details.

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

d. Please proceed to the selected / appointed store with your item(s) for checking and exchange / return processing.

e. All returns will be processed within the next 5 business days upon meeting our exchange / return policies and confirmation of the items original condition. An email notification will be sent to you as soon as the refund is completed from our end.

f. Your refund(s) should appear on your bank statement within 7 to 14 business days, depending on your bank/card issuer. Please contact your bank/card issuer directly should you have any further clarifications pertaining to your refund(s).

g. For exchanges, you will receive a revised electronic invoice (e-invoice) via your email within the next 2 business days once it has been successfully processed.

We accept exchanges / returns for item(s) purchased online at a Pandora physical store. Please refer to Point 2 for instructions on exchanges / returns.

You will receive a return confirmation email after we verify the item(s) in its original condition.

We are sorry to hear about this and sincerely apologize for the mistake. We will be pleased to offer you a refund. Please refer to Point 1 & 2 regarding our exchange(s) / return(s) policy for more details or contact our Customer Service Team for assistance.

No, we will not be able to do a refund.

Each order is only applicable for one return; hence, should you have more item(s), please ensure to pack it under the same order.

Your order cannot be amended once you have received the order confirmation email. However, you may choose to exchange your order. For more information on returns, please refer to the details here.

Your billing/shipping address cannot be amended once you have received the order confirmation email. Please contact our Customer Service Team for further assistance should you need assistance on billing / shipping address changes.

Should your order be no longer in stock, we will cancel your item or your order and refund the relevant amount to your credit card that was used for the purchase. We apologize for any inconvenience caused.

If your order is overdue, please contact our Customer Service Team who will provide further assistance. Please provide details such as your name and order number so that we can assist you.

Our jewellery pieces are hand-finished with genuine gemstones. Hence, the colour of the gemstones may vary slightly. This is all part of what makes your jewellery unique.

After you have successfully placed your order, you should receive an order confirmation email and your new order will appear in the “Order History” section in your account. It may take up to 15mins for your orders to be refreshed in your “Order History”.

Please login to your Pandora Club account here to update your personal information and address details on the “Profile” page

Please login to your Pandora Club account here to delete your account on the “Profile” page. Simply scroll to the bottom of the webpage and click “I am leaving – please delete my profile” link and your account will be deleted

This depends on the work required and will be evaluated on assessment.

We offer a repairs service including replacing clasps, fixing clasps, soldering work, re-threading of charms, removing stuck beads and tightening clips and clasps.

If your jewellery is outside of the warranty or where there is no proof of purchase, these services will be chargeable. Charges must be paid to a Pandora store.

In some circumstances it may not be possible to repair the damage caused.

We politely request that faulty or damaged items are returned to a Pandora store to be sent to our Repairs and Services Department for assessment. We would advise that you return to the store where the item was originally purchased from.

However, if this is inconvenient for you, we would advise you to return to any Pandora store for assistance. The store will be able to keep you up to date with the progress of your repair/replacement and the item will be returned to the store when the assessment/repair is complete.

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.

Jewellery should be stored away from natural sunlight and heat, in a protective (lined) jewellery box or a tarnish-resistant pouch (currently not available in Pandora stores). It can also be stored in a plastic zip lock bag made of Mylar or polyethylene. Never use polyvinyl plastic bags, such as bin liners as they contain sulphur compounds, which will make sterling silver tarnish faster. Do not store your jewellery in the bathroom.

Please note that our Pandora gift boxes are not made for long-term storage as they are not airtight.

In order to care for Pandora jewellery, we recommend using a polishing cloth regularly to prevent the natural process of tarnishing. Clean your jewellery using lukewarm soapy water and a soft brush, but ensure that your jewellery is never submerged. We do not recommend the use of silver polish and silver dip as it may destroy the delicate oxidised details of your jewellery.

We also strongly advise against exposing the jewellery to harsh chemicals, including ammonia, bleach, chlorine and salt water. Pandora encourages customers to remove the jewellery prior to cleaning, bathing and swimming and ensure that the jewellery is not exposed UV light, hairspray, perfume and cosmetics.
Leather care creams are recommended for use on our leather jewellery.