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FAQ's


GENUINE PANDORA?

DELIVERY OPTIONS - Postage and Packing

PACKAGING & GIFT WRAP

WHAT IS YOUR RETURNS POLICY?

HOW DO I RETURN AN ITEM?

HOW DO I CHOOSE MY BRACELET SIZE?

WILL ESSENCE CHARMS FIT ON MY PANDORA BRACELET?

HOW DO I CHOOSE MY RING SIZE?

HOW DO I REDEEM A GIFT VOUCHER OR PROMOTIONAL CODE?

HOW DO I CREATE A WISH LIST?

HOW DO I PLACE AN ORDER?

FREE GIFT WITH PURCHASE TERMS AND CONDITIONS

HOW DO I CLEAN MY PANDORA JEWELLERY?

IF MY JEWELLERY DEVELOPS A FAULT?

DO YOU HAVE A CATALOGUE?

DO YOU HAVE RETAIL OUTLETS?

WHERE CAN I BUY OTHER BRANDS OF JEWELLERY from Beadazzle?

TERMS & CONDITIONS

PRIVACY

SALE

DO YOU SELL GENUINE PANDORA?

We are Certified PANDORA on-line retailers and as such we guarantee that all of our goods are genuine. Beadazzle were the first company to sell PANDORA jewellery on-line in the UK.

All orders are packaged with Official PANDORA Packaging, all bracelets will come with a box and a catalogue to make choosing future additions to your Bracelet easier.

Please be aware that there are many unofficial websites selling and websites selling imitation products. Many of these sites use phrases such as "will fit on  PANDORA" and can look like official sites by having the logo. Items purchased from non-certified stores will not carry a warranty and may not be genuine. To avoid disappointment please ensure that you only purchase your items from a CERTIFIED retailer, a list of which is available on the officail brand website, please click on the link below.

This link will take you directly to the UK store locator on the official website: http://www.pandora.net/uk/stores

Due to the huge success PANDORA has enjoyed and the very high demand that has been created, there are some very good replicas of charms being offered. There is an ever increasing number of ‘Genuine Charms' appearing for sale on eBay and similar auction sites. Some of these listings may be for "genuine " charms but will certainly not be sold by official certified  PANDORA retailers, and there is no guarantee that what you purchase will be a genuine charm. If you are considering buying a charm from eBay check that the charm has the ‘ALE' hallmark?' . Unfortunately, even some of the better replicas are now being produced which have the ‘ALE' hallmark and even if the charm does have the hallmark you still run the risk of purchasing a fake charm.

Purchase only from a Certified & Authorised Dealer

HOW DO I PLACE AN ORDER?

Ordering on-line couldn't be easier. Just add items to your basket using the "BUY" button and your chosen items will be saved in your bag for you to purchase when you're ready.

Beadazzle run a live stock, which means that if you can add an item to your basket, we have the goods in stock and ready for despatch.

In the unlikely event that we are out of stock of an item, please click on the "BACK IN STOCK NOTIFICATION" button, complete your details, and we will email you as soon as the item becomes available.

Once you have made your selection, proceed to the checkout where you will need to fill out your details including Billing and Delivery Address. If you have logged into our site previously your billing details will have been stored securely, this will speed up the checkout process for you.

By selecting Credit/Debit Card payment you will then be directed to Sagepay, the secure payment provider or PayPal where you will be required to enter your payment details, unless you have opted to pay by telephone.

This is a secure site, we NEVER see your payment card details.

If you would prefer to speak to one of our sales advisors, please select Pay by phone. If you decide to choose this payment method when placing your order, you will not be taken to the secure payment gateway and no payment will be taken. You will then need to call us on 0208 632 0246 with your payment details so that we can authorise, process and despatch your order. We are availabe to speak to you Monday to Friday between the hours of 9.30 am - 5.30 pm. Please note that where stock is limited items may not be allocated to you until payment has been received.

HOW DO I REDEEM A GIFT VOUCHER OR PROMOTIONAL CODE?

Gift Vouchers are available in various denominations and are redeemable at the checkout against any items on our website.

Each Gift Voucher has a unique number.

Please select the items that you would like and proceed to the checkout. To redeem part or all of your voucher against the items that you have chosen, simply enter the unique Gift Voucher Code.

If you do not redeem the total value of your voucher, the balance will be redeemable against future orders. To redeem the balance of the voucher on further purchases, simply enter the same voucher code again. You can continue using the same voucher code until the full value of the initial voucher has been fully redeemed.

If you would like to place an order for more than the value of your voucher, please enter your voucher code you may then enter you credit card/debit card/Paypal details to make payment for the balance.

Please note, your voucher can only be redeemed against orders placed with Beadazzle and cannot be used in PANDORA stores.

Promotional Codes:

If you have a promotional code simply enter the code that has been emailed to you in the box provided at the checkout and click 'Submit'.

Promotional Codes are redeemable against orders for full price product.

Promotional Codes are not redeemable against Gift Vouchers, Sale or Promotional items or goods offered at a special price.

 

HOW DO I CREATE A WISH LIST?

Creating a Wish List is a fun way of saving your favourite items. You can email your Wish List to friends and family, providing ideas for gifts for yourself or for others, or save it so that you can purchase the items at a later date. To create a Wish List you will need to create an account so that your list can be stored and/or emailed to your contacts. This is very easy and quick to do. Items stored in your Wish List will be saved in your account making adding your favourite items to your shopping bag quick and easy to do when you return to our site. Other benefits of creating an account include the ability to store your address and delivery details and to view your order history making the whole shopping experience with Beadazzle so much more pleasant.

DELIVERY

Items which are in stock are normally despatched the same working day (orders placed before 4.00pm Monday to Friday).

Please note that working days exclude Saturdays, Sunday, Bank Holidays and UK Public Holidays.

Orders received after 4.00pm on Friday will be processed the following Monday.

In the unlikely event that an item is temporarily out of stock, we will notify you of any delay and despatch the items as soon as possible.

Please note that orders placed close to the 4pm despatch deadline may be subject to delay should payment not have cleared through the Secure Payment provider, Sagepay.

Please call 0208 632 0246 to check the status of your order if despatch is urgent.

DELIVERY OPTIONS - Postage and Packing

Beadazzle offer  FREE delivery on ALL orders for PANDORA Jewellery with absolutely no shipping costs.

Orders placed before 4.00pm Monday - Friday are despatched the same day.

Orders placed after 4.00pm are despatched the next working day.

Orders placed after 4.00pm on Friday will be despatched on Monday (excluding Bank Holidays).


Please note: Special Delivery orders placed on a Friday before 4.00pm are not guaranteed to be delivered on Saturday, a Saturday Guarantee Service is available at checkout.

*Exclusions in certain postal codes apply.

Working days are Monday - Friday (Excluding Bank Holidays).

Orders under £35.00 Despatched via Royal Mail First Class Post FREE *

Orders £35.00 - £74.99 Despatched via Royal Mail's Royal Mail Tracked 48® Service FREE**

 

Orders £75.00 - £124.99 Despatched via Royal Mail's Royal Mail Tracked 24® 'Signed for' Service FREE***

  •  Royal Mail Tracked 24®
  •  Royal Mail aim to deliver the next working day with online tracking & insurance (Not Guaranteed)
  •  SMS and/or email notifications
  •  Signature required. NO Safe-place option available
  •  Optional upgrades available at checkout (see below)

 
Orders £125.00 + Despatched via Royal Mail Special Delivery 'Guaranteed Next Day' Service FREE***


*Orders placed on a Friday before 4.00pm are only guaranteed to be delivered before 1.00pm on Monday, (excluding Bank Holidays).

*Orders placed after 4.00pm on Friday will be despatched on Monday.

*Exclusions in certain postal codes apply.

All Orders are despatched FREE

All bracelets and all orders over £60.00 will be supplied with 1 PANDORA Box free of charge.

A Saturday Guaranteed Royal Mail Service is available for £10.00 for orders for PANDORA Jewellery and £30.00 for orders for  PANDORA Jewellery Boxes. Orders must be received no later than 4.00pm on Friday. Any orders placed after this time will not be despatched until the following week. Orders placed Saturday-Thursday selecting a Saturday Guarantee service will be held and despatched the following Friday for delivery on Saturday.

Items which are in stock are despatched the same working day (on orders placed before 4.00pm Monday to Friday). Orders received after 4.00pm will be despatched the following working day and orders placed after 4.00pm on Friday will be processed the following Monday excluding Bank Holidays).

In the unlikely event that an item is temporarily out of stock, we will notify you of any delay and despatch the items as soon as possible.

Please note that working days exclude Saturdays, Sunday, Bank Holidays and UK Public Holidays. 

We do not accept responsibility or offer compensation for delays or losses incurred by the postal service.

Royal Mail do not consider items as being 'lost' until 15 working days have elapsed at which point a claim against Royal Mail may be made.

Shipping overseas

Due to our terms of trading with  PANDORA, we are unable to ship  PANDORA goods overseas to countries where  PANDORA jewellery is available. If you can supply a UK address we are more than happy to serve you.

Delays / Lost Parcels

We cannot accept responsibility for any delays in the postal service. Should your parcel fail to arrive within 14 days, Royal Mail will then classify it as lost, at which point a claim can be made. Please notify us if your order hasn't arrived within this time and we will ensure that we give it our full attention.

Damaged Parcels

We cannot accept any responsibility for items damaged or lost in the post if you sign for your parcel before checking it. To enable us to make reparation and/or make a claim for any missing or damaged goods we require that you, the customer, sign in the presence of the postman that you have received the parcel in a damaged condition or that it has been tampered with and that the contents are damaged, incomplete or missing. We are unable to pursue any claims if the delivery was signed for in good condition.

PACKAGING & GIFT WRAP 

Orders over £60.00 and those which include a Bracelet or Necklace (excluding sale items) will be despatched with the appropriate complimentary PANDORA box (one per order).

All Bracelets and Necklaces are supplied boxed, with the exception of items purchased in the sale or Gift With Purchase promotional Bracelets.

Orders under £60.00 (excluding accessories) will be despatched with a PANDORA Drawstring Pouch - *packaging is subject to availability - unless otherwise requested.

The 'Complimentary Drawstring Pouch' is a small fabric pouch intended for the use of putting in one or two charms or smaller items such as earrings and these are supplied free of charge for orders that do not qualify for free boxes. You are free to select as many of these as you require at the checkout, limited to 1 per item purchased (excluding accessories).

Please note that the pouches are too large to fit inside the charm or ring boxes and too small to be used to put boxes into.
Similar to shopping in a PANDORA store you will be supplied with one type of packaging per item purchased, either the pouch or a box, as these cannot be used in conjunction with each other.

Extra Boxes and Gift Wrapping are available as options at the payment stage.

There is a small charge of £1.50 for extra boxes to cover the increase in postage costs.

If your order is under £35.00 and you have added a box at the checkout, your goods will be despatched via Royal Mail’s 48HR Tracked FREE of charge. This service requires a signature (please allow at least 3-5 working days, this is not a guaranteed service and may take longer). This service does not carry insurance.

Orders under £35.00, without a box, will be despatched with a  PANDORA Drawstring Pouch.

Full Gift Wrap, including Box, Gift Wrap in  PANDORA Wrapping Paper,  PANDORA Ribbon and  PANDORA carrier bag are available to purchase at checkout for £3.50 (non-refundable on returns).

SALE GOODS

Items purchased in the SALE will be supplied with minimum packaging. No boxes. If you require boxes please add to your basket at checkout. Sale goods must be returned within 14 days of purchase.

 



*Unless otherwise requested, multiple charm purchases will be wrapped together. Bracelets will be compiled with any charms clips or safety chains purchased on the same order.

If you have any specific packaging requirements, please enter your requests in the 'Additional Information' field at the check-out and we will try to accommodate all requests wherever possible.

If items are separate gifts for different people please let us know.

 

WHAT IS YOUR RETURNS/EXCHANGE POLICY?

View our printable Returns Form here


Beadazzle operates a prompt ‘no quibble’ returns policy.

If the size isn’t right or the colour/style not as expected and providing the items that you are returning are unworn and returned to us in a re-saleable condition within 30 days** of purchase, they can be returned for an exchange or refund.


** At Christmas and other busy periods this will be extended to allow for items being purchased in advance as gifts.
Sale goods must be returned within 14 days of receipt.

Exchanges on Sale/Promotional items:- All postage costs for exchanges of items purchased in the sale or received as part of a promotion will be met by you the customer. Feel free to try bracelets and rings on for a few minutes to see if they fit.... but please do not wear them as silver and gold are soft metals and are easily scratched.

We offer a first exchange free of charge* (excluding exchanges on Gift With Purchase promotional and Sale items), further exchanges will incur postage costs.

The cost of returning items to Beadazzle is the responsibilty of you the customer and Beadazzle do not accept responsibility for items being returned to us that are lost or damaged in transit. *There is a small charge on exchanges of Free promotional and Sale items.

If in doubt, please call us on 0208 632 0246 and one of our friendly and helpful team will be happy to help, no call centres or options, just one of us at the end of a phone.

Office hours are Monday-Friday 9.30-5.30. Outside of these hours you can leave a message and we will return your call as soon as possible, alternatively please email us with any queries.

 

HOW TO RETURN AN ITEM

View our printable Returns Form here

It is our aim to make exchanges and refunds as easy as possible.

Simply print off the returns form, complete the relevant information, place the item you are returning, with the completed form, into a padded envelope, affix the returns address label and correct postage (you may wish to re-use the envelope your goods arrived in).

Send it to us using Royal Mail’s ‘Signed For’ service, for items of higher value we would recommend Royal Mail’s ‘Special Delivery’ service which offers full tracking and insurance. Costs of returning goods to Beadazzle are the responsibility of the customer. We do not accept responsibility for returned goods until they have been received by us.

All returns require Proof of Purchase; your order number can be found on your invoice/delivery note/confirmation email.

We endeavour to handle exchanges and refunds within 24hrs of receipt, although at busy exchange periods such as Christmas we may need slightly longer.

All exchanges are despatched using Royal Mail 1st Class ‘Signed For’ service. Should your exchange be of an urgent nature, Royal Mail ‘Special Delivery’ service can be purchased. Please call to arrange payment: 0208 632 0246.

In some instances it is quicker and easier to place a new order for the correct item and return the original item for refund.

When returning bracelets for exchange please remove any clips, safety chains and charms that you wish to keep and retain the box, it is yours and will only increase your postage costs.

Goods returned for refund or exchange must be unworn and in re-saleable condition.

We reserve the right to refuse refunds or exchanges on goods received in poor or un-saleable condition.

Due to hygiene, we are unable to offer an exchange or refund on any earrings (not applicable to earring pendants). This does not affect your statutory rights.

Gift Wrap and optional premium postage services are non-refundable.

All exchange bracelets are despatched without a box. Any boxes received as part of an exchange may not be returned.

You will receive a confirmation email once your exchange /refund has been completed.

If you are returning a free promotional item for an exchange please return in the usual way and we will send you your chosen replacement, however as this is a free item there will be a small charge to cover the cost of p&p of returning the goods to you.

 SALE GOODS

Sale goods must be returned within 14 days of purchase.

FINDING YOUR BRACELET SIZE More info

To find your perfect bracelet size, we suggest that you measure your wrist with a piece of string and then measure that against a ruler.

Ideally your bracelet should be 2-3cm longer than your wrist measurement, depending on how loose or tight you like to wear your bracelet.

As you fill up your bracelet the charms will initially take up some of the slack and over time the bracelet may expand up to 1cm in length as the links of the chain relax.

19cm is the average ladies bracelet size.

If you have chosen a Double Leather Bracelet, sizes are as follows:

Small (35cm), the equivalent of a 17-18cm bracelet

Medium (38cm), the equivalent of a 19cm bracelet

Large (41cm), the equivalent of a 20-21cm bracelet

As leather is a natural product, you may notice gentle shading and natural variations. These are merely the natural features of leather. Leather bracelets may also expand slightly over time once charms are added. PANDORA recommend that you add a maximum of 9 charms to your Leather Bracelet. This style of bracelet does not require clips although safety chains can be added. More Information.

WILL ESSENCE CHARMS FIT ON MY PANDORA BRACELET?

PANDORA’s two charm bracelet concepts, Moments and ESSENCE COLLECTION, are not compatible.
Due to the petite design of the ESSENCE COLLECTION charms, they won’t physically fit on to the PANDORA Moments bracelets, bangles and necklaces. While the Moments charms will fit on the ESSENCE COLLECTION bracelets, doing so may damage the slender bracelet design and resulting damage is not covered by the warranty

RING SIZES

If you do not know what ring size you are please contact us and we will send you a Ring Sizing Gauge.

Please click on the Ring Sizes link http://www.beadazzle.co.uk/ring-sizer.pdf to view the  PANDORA size chart as  PANDORA rings are measured using European sizing.

HOW DO I CLEAN MY PANDORA JEWELLERY?

We recommend a drop of a mild detergent or washing powder/liquid dissolved in warm water. Using a soft toothbrush, gently brush clean the fine details of the jewellery. Rinse thoroughly with water and dry with a soft cloth. If you would like a more polished look, you can clean your charms and bracelet with a special Silver Polishing Cloth.

Important: The use of chemical agents is a drastic way to clean your jewellery. We recommend that you avoid using any such agents. They are especially harmful to dark silver jewellery with an oxidized (darker) finish. Please avoid wearing your jewellery in mineral baths or hot tubs as the chemicals may affect the finish.

Care Instructions for Leather:

Leather is a natural material and general wear or cleaning may cause shrinkage, stretching or colour variations. To preserve the quality of your jewellery please do not wash with household cleaning products and allow to dry naturally should it come in contact with water. Avoid contact with perfumes, creams and sun lotions.

IF YOUR PANDORA ITEM HAS DEVELOPED A FAULT

Please contact us for advice regarding our returns procedure.

Broken chain/stuck charm:.

If a charm has become stuck, the fault can either lie with the charm or the bracelet. In this instance please contact us for advice. Please do not try to repair the jewellery yourself. Do not attempt to force the charms off or cut the chain.

If the chain has been cut or has broken as a result of being twisted, the jewellery will not covered by the warranty. If it is deemed that the piece of jewellery is defective, it will be covered by the warranty and the item will be repaired or exchanged.

Items that have developed a fault will be exchanged for the same product where available. Should a replacement not be available an alternative choice will be offered.

The warranty does not cover defects which arise as a result of the customer using non-genuine charms on  PANDORA bracelets. In such cases, the bracelet will be returned to you the customer.

Oxidation:

Oxidation fades with time. How quickly the oxidation fades depends on how the jewellery is treated. Things which can cause the oxidation to fade include: perspiration, chlorine, perfumes, cleaning agents and silver polish. Oxidation that fades is considered normal wear and tear and is not a defect.

WARRANTY & REPAIRS

Does my PANDORA jewellery have a warranty / guarantee?
PANDORA will repair or replace manufacturing faults free of charge up to 2 years from the original date of purchase for silver and gold jewellery. Please retain your receipt or pass it on to the gift recipient, as the original proof of purchase is the warranty. If a receipt is not available a credit card or bank statement will suffice. This does not affect your statutory rights.

Please note that parts of wood, leather, glass and string items have a warranty of one year from date of purchase.

Wearing counterfeit charms, or charms by other brands on your PANDORA bracelet could damage the unique threading system and will void the warranty.

The warranty offered on PANDORA products does not affect your legal rights and is provided in addition to those rights.

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. This does not affect your statutory rights.

My PANDORA jewellery is damaged. What should I do?
We politely request that faulty or damaged items purchased from Beadazzle are returned to us for the attention of our Repairs Department for assessment. We would advise that you contact us prior to returning goods for advice regarding correct postage methods.  We will keep you up to date with the progress of your repair/replacement and the item will be returned to you when the assessment/repair is complete.

Can my PANDORA jewellery be repaired?
This depends on the work required and will be evaluated on assessment by an approved jeweller.

PANDORA offer a repairs service including replacing clasps, fixing clasps, soldering work, re-threading of charms, removing stuck beads and tightening clips and clasps. Please contact us for an estimate.

If your jewellery is outside of the warranty or where there is no proof of purchase, these services will be at a small cost.

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

 

DO YOU HAVE A CATALOGUE?

A brochure showing a selection of the PANDORA range is available. Please contact us with your request along with your name and address and we will post one to you, alternatively you can view the full collection here on the website which runs a live stock.

DO YOU HAVE RETAIL OUTLETS?

We currently do not have retail outlets. Beadazzle.co.uk is a PANDORA dedicated website and as such stock the full range of PANDORA Charms, Bracelets, Rings and Jewellery. Beadazzle are the longest established officially authorised on-line stockist of PANDORA with a wealth of knowledge and experience with PANDORA Jewellery, specialising in offering an exemplary on-line shopping experience.  We run a live stock on our website which means that if you can complete and order we have the goods here in stock and ready for despatch. Our friendly, helpful staff are all fully trained and are more than happy to answer any queries you may have, offer advice or take orders over the telephone.

WHERE CAN I BUY OTHER BRANDS OF JEWELLERY?

The Beadazzle web site currently only sells PANDORA Jewellery.

If you would like to purchase any other brands of jewellery previously sold on Beadazzle, please visit our other site www.beadazzle-boutique.co.uk where you will find in familiar surroundings, all the other fabulous brands that we stock, including STORY by Kranz and Zeigler, Daisy, and other contemporary jewellery ranges.

If you would like to purchase items from other ranges of branded jewellery at the same time as purchasing your PANDORA products, please call us on 0208 632 0246 and we will collate your orders.

Amulette
DAISY LONDON
Anchor and Crew
Unique
Penny Levy
Ingenius
By Biehl
Lily and Lotty
STORY by Kranz and Zeigler
Aagaard for Men
Pure Attraction
Kurshuni
Daisy
Parure
Ariane Rocher
Babette Wasserman
Missiu
Von Lotzbek

SECURITY

All online payments are directed from our store via a secure server to the Sagepay Secure Payment Gateway. We do not have access to your card details.LINKS

To view Sagepay's privacy policy visit www.sagepay.com

To view our full security policy please click on the link above.

TERMS AND CONDITIONS

Please click on the link above to see the full Terms and Conditions

PANDORA jewellery is handcrafted with particular attention to detail. When using semi-precious stones, it is almost impossible to match colours exactly. Every effort is made to represent items accurately on our website. Because of the nature of the materials used, no two items are identical so please allow for some variation in the shape, size and colour of each piece. We cannot accept responsibility for any variation in colour caused by the browser, software or computer system used by you, the customer. All sizes are approximate.

LINKS

British Jewellery Association www.b.j.a.org.uk
Photography www.photo-photo.co.uk
www.beadazzle-boutique.co.uk
www.pandora.net

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