ORDERS
Whilst the Customer Care Team will always attempt to cancel your order for you and prevent dispatch of the products, this may not be possible due to the speed with which orders are processed. Once you have received your dispatch confirmation email, it will be too late to prevent your order from being sent to you. If you would like to cancel your order before you have received your dispatch confirmation email, you must contact the Customer Care Team as soon as possible by emailing za.online@pandorastores.net.If the Customer Care Team is unable to cancel your order and the products are dispatched to you, you will have to make a return using the returns process below. See link here:
Your order may have been cancelled for a number of reasons related to stock availability, payment or delivery address. While we make every effort to make sure our stock information is accurate when you place an order, occasionally this can happen. If your order (or part of your order) is cancelled, the appropriate amount of money will be refunded to you. Refunds are completed within 14 days, but this may vary depending on your bank provider.
To place an order please select your desired item(s) and add to your shopping basket. Once you are satisfied with your selection, follow the instructions on the checkout page to complete your order. As soon as you confirm your order and submit the payment, an automated e-mail confirmation will be sent to you.
It is not possible to add or remove items form an order once you’ve received your payment confirmation email. Items can be returned to us after your order has been delivered by following our returns process, as long as your order falls within our Returns Policy. If you would like to buy additional items, you can place a new order
All PANDORA orders are delivered in a plain outer packaging with products wrapped in our signature gift packaging, a PANDORA branded box and a gift bag. Please note, during Sale period, packaging may vary and multiple items may be packaged together.
You will receive an order confirmation email shortly after you’ve placed an order containing your order number. You will also receive an email once your order has been dispatched. Thereafter you’ll receive an SMS enabling you to track your order.
For security reasons you are unable to place any online orders over the phone.
PAYMENTS
If you encounter payment problems, we recommend checking the following:
• Ensure that your payment information is correct.
• Verify that your card or payment method is not expired.
• Make sure there are sufficient funds available in your account.
• Contact your bank to confirm if they are blocking the transaction for security reasons.
3D Secure (also known as Verified by Visa, MasterCard SecureCode) is an additional layer of security for online credit and debit card transactions. It's designed to protect you from unauthorized use of your card. When making a payment at Pandora, you may be prompted to enter a one-time code or password, which you'll receive via SMS or email or app notification from your card-issuing bank. This extra step adds an additional layer of security to your online transactions and helps prevent unauthorised usage of card.
If you experience issues with 3D Secure during your payment, please ensure that you have registered your card for this service with your issuing bank. You may need to contact your bank for assistance in troubleshooting 3D Secure for your card.
If you notice a charge on your credit card statement that you don't recognize, please take the following steps:
• Verify whether the charge is associated with a recent purchase you made in Pandora.
• It's a good practice to check with friends and family members who may have access to the card or card information. Sometimes, unfamiliar charges may be the result of authorized transactions made by someone else sharing the card.
We do not facilitate changes to the refund account or card. The refund will be processed to the original payment method used for the purchase.
Order failures can occur for various reasons, including incorrect details such as the card number, CVV, or expiry date, or it's possible that your card may have specific restrictions that caused the transaction to be declined. If your order fails even though you have sufficient funds, please consider trying an alternative card or payment method, or contact our Customer Service team for further assistance.
The refund process will be initiated once we receive the products in good condition. It typically takes 7 to 10 business days for the refund to be credited to your original payment method.
Yes, in many cases, you can use a credit card from another country to make a purchase. We accept international credit cards for online orders. However, it's important to be aware of any potential foreign transaction fees or currency conversion charges that may apply. Please check with your card-issuing bank for details about using your credit card for international transactions. Please contact your bank to check if there are any restrictions on doing international transactions.
Yes, you can use them for placing the order, but you can't save them for future use in your Pandora Account.
The card number is still linked to your bank account so the refund will be credited to your original payment method.
DELIVERY
PANDORA offers Free Standard Delivery for any order to the value of R1500,00 or more. No promotion code is needed. For orders less than R1500,00 a standard R89,95 delivery fee is charged. PANDORA shop SA currently makes use of DAWN WING courier service - 011 961 4700.
The Pandora SA online shop currently ships to addresses only within South Africa
Order processing usually takes THREE TO FIVE(3-5) business days. During peak sales and holiday periods that time may be longer. Once dispatched an email with tracking information is sent out. Delivery thereafter is normally overnight unless the area is a regional area, in which case it may be longer. At PANDORA we do our best to process orders as quickly and efficiently as possible. We thank you for your patience and understanding in this regard.
Once you receive an order number, we will start processing your order. If you have a Pandora Account, you can track your order here: Track My Order . Or, you can also track your order directly on the carrier website. Please allow a minimum of 24 hours to be able to track your order using the tracking number found in your dispatch confirmation e-mail.
It is only possible to update your delivery address on your tracking functionality provided to you by DawnWing only once the order has been dispatched and you have received your shipping information. To change your delivery address permanently for future orders you can update your address book under your Address Book within your Account Profile
Please send us an email with your order number and information about the problem to za.online@pandorastores.netza.online@pandorastores.net
RETURNS
You are able to exchange items (excluding SALE items) purchased from the PANDORA Online Shop at a PANDORA store. The PANDORA Online Shop will only accept returns for purchases made from the PANDORA Online Shop. Likewise, PANDORA stores and stockists will not accept returns for a refund on products purchased from the PANDORA Online Shop. PANDORA stockists have their own returns policies, which may differ from the policies of other stores and stockists and the PANDORA Online Shop. Please contact your local store or stockist for further details of their policy. Please note that if you wish to return any of these products in bundle sets for a refund, the complete set must be returned.
First check here to see that your order is covered by our Returns Policy. If the reason for return is simply an exchange, the return will be at the customer's expense. Please organise a return to the below address and include your Returns Form
PANDORA SA, 4 Karen Street Bryanston, Johannesburg, 2191 Returns Form Download Should the reason for return be faulty goods, please contact our returns team on za.online@pandorastores.net and a courier will be dispatched to your location and the postage for the return will be free. Once your return has been received and validated, you will receive an email to confirm the validation. Should you desire a refund this will then be processed and confirmed to you by email. Refund will be excluding the original delivery fee. If you cancel your order, your refund will be processed without delay and in any case within 14 days after receipt of your returned product. Otherwise, your refund will be processed within 30 days of the email to you confirming the receipt and validation of your returned product. Should you wish to exchange the item you will then be required to reorder.
Apologies for any inconvenience this may have caused. Please send us an email with your order number and information about the problem to za.online@pandorastores.net to make use the free Returns Process within 3 days of accepting delivery.
Once your return has been received you will be contacted by our team to arrange for redelivery of the exchange.
You can return any item purchased from the PANDORA Online Shop (excluding sale items unless faulty or not as described) within 30 days of receipt for an exchange, or within 7 days of receipt for a refund. Please note that if you wish to return any of these products in bundle sets for a refund, the complete set must be returned. If you would like to do so, you must use the Returns Process set out below and the products you are returning must be in a new, unworn and resaleable condition. For reasons of hygiene and safety, earrings including earring pendants are non-returnable, unless faulty or not as described. All goods will be inspected upon arrival at the PANDORA Online Shop warehouse. Please see our full returns policy here
Sale items purchased from the PANDORA Online Shop may be exchanged through the PANDORA Online Shop for the same item in a different size only, or for the same size if the original item is faulty within 14 days of purchase. No other exchanges are available for promotional products through the PANDORA Online Shop. There are no refunds on Sale items. Earrings including earring pendants are non-refundable and non-exchangeable for reasons of hygiene and safety, unless faulty.Click Here For Current Promotion Ts&Cs
Please send us an email with your query to za.online@pandorastores.net
The Pandora Loyalty Card can be used in all Pandora Concept stores in South Africa and Pandora Online www.pandorashop.co.za
The Pandora Loyalty Card can be used in all Pandora Concept stores in South Africa and Pandora Online www.pandorashop.co.za
You can pay for your PANDORA online order by making use of a credit card, the instant EFT function provided or with Discovery Miles
Order confirmation emails are sent out as soon as your payment has gone through. Should you not have received one, please check our junk mail or alternatively contact us on za.online@pandorstores.net
For safety reasons, we do not offer a Cash On Delivery payment option
Promotions and other discount items have limited stock and these offers are available for a limited time only. Once these offers sell out or expire the items will revert to their original price. The price displayed in your cart summary when you check out will always be the correct price. Always double check your final summary before proceeding to payment. Deals and discounts are only secured through payment and not by simply adding the product to your cart. We are only able to honour promotions with the amount of stock that was made available for the promotion. See here for current promotional Ts&Cs
Coupons have specific ts&cs regulating when and how they must be used. Please make sure that you are meeting all requirements when trying to redeem these codes. Should your code still not be working please contact us on za.online@pandorastores.net.
No. Unfortunately in store gift cards are not redeemable on the PANDORA online shop.
No. Unfortunately this is not a functionality we currently offer.
Please send us an email with your query to za.online@pandorastores.net
REFUNDS
You can return any item purchased from the PANDORA Online Shop (excluding sale items unless faulty or not as described) within 7 days of receipt for a refund.
Please note that if you wish to return any of these products in bundle sets for a refund, the complete set must be returned.
For reasons of hygiene and safety, earrings including earring pendants are non-returnable, unless faulty or not as described.
There are no refunds on Sale items.
Refunds can take up to 10 days, depending on your payment provider. Please note that refund may reflect on your bank statement on the day the payment was processed.
PRODUCTS AND STOCK
If you now what category your product falls under you can browse the various ranges using our drop down menu and product attribute filters. Alternatively you can type the name or code of the product into our search bar which can be found at the top right hand side of the website.
All out of stock items will be replenished as soon as more stock is made available to us. You can check back on the product page to see if the item you are looking for is available again. You can add the item to your wish list which will automatically update you once your product becomes available again. Please not that this does require you to have created a profile and signed up to the newsletter. Items under the specials tab will not be coming back into stock.
Points may be collected for every single Pandora jewellery item purchased with a minimum value of R395.00. So, if you buy 3 full priced Pandora jewellery items that are each valued at R379.00 or more, you will earn 3 points. Pandora Loyalty Card points are not earned on the issue of any free items that are for example part of a promotion (such as “buy 3 pay 2”).
WARRANTY AND REPAIRS
PANDORA will repair or replace manufacturing faults free of charge up to 2 years from the date of purchase for silver jewellery and 2 years from the date of purchase for 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. 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. We do not offer a repair service on our end of range items.
Please take your jewellery to your local PANDORA store. They will assess the damage and if it is repairable, they can send your jewellery for repair at a small cost. Charges must be paid to the PANDORA retailer.
All sterling silver will tarnish over time, but it will happen much faster when it comes into contact with agents such as perfume, salty air, sulphur in the air, skin creams, hairspray, chlorine, sea water, perspiration, medication excreted through the skin, and acidic skin ph. Hot and humid conditions also stimulate tarnish. To clean tarnish, gently scrub your jewellery with a soft toothbrush in diluted soapy water. Dry thoroughly then buff with a jewellery polishing cloth. This helps to remove the dirt and grit that may gather between the links of your bracelet causing wear and tear. A twice yearly professional clean will ensure that your jewellery always looks beautiful and wears well.
OUR JEWELLERY
Yes, please select a size guide below:Ring Size Guide | Bracelet Size Guide | Necklace Size Guide
Your PANDORA jewellery should be handled with care at all times. All sterling silver will tarnish over time, but it will happen much faster when it comes into contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, chlorine and acidic skin ph. We recommend that you do not wear your jewellery whilst bathing, whilst in bed or during sporting activities. Jewellery should be stored away from sunlight and heat, in a protective (lined) jewellery box or a tarnish-resistant pouch. It can also be stored in a plastic zip lock bag made of mylar or polyethylene. Never use polyvinyl plastic bags as they contain sulphur compounds, which will make sterling silver tarnish faster. A safe way to clean most jewellery is to pour a small amount of a mild liquid detergent (pH neutral) in lukewarm water and use a small, soft brush. If the jewellery item is very dirty, leave it to soak in the water for about 10 minutes. Rinse and pat dry with a soft, clean cloth.
The product photography displayed on our website matches the product as closely as possible. All of our jewellery is hand-finished with genuine gemstones and so details such as the exact shade of colour of the stone can vary slightly. This is all a part of what makes your jewellery unique and special.
Petite Memories is a collection of lockets and miniature Petite Locket Charms. Each locket holds a varying number of petites depending on the size of the locket and the size of the petites. The small lockets will hold 1 petite, the medium locket 3-4 and the large locket 5-6. PANDORA petites can only be worn inside a PANDORA floating locket.
PANDORA Rose is jewellery made from a unique metal blend, encased in 14ct Rose Gold plating giving it a warm pink lustre. Please note that a selection of items or components are made from sterling silver with 14ct Rose Gold plating. These carry the “S925” sterling silver hallmark.
You can register for the digital Loyalty Card via this link (url: TBC) or visit any Pandora Concept store in South Africa and ask the store staff to sign you up.
The Pandora Loyalty Card can be used in all Pandora Concept stores in South Africa and Pandora Online www.pandorashop.co.za
The Pandora Loyalty Card can be used in all Pandora Concept stores in South Africa and Pandora Online www.pandorashop.co.za
The Pandora Loyalty Card can be used in all Pandora Concept stores in South Africa and Pandora Online www.pandorashop.co.za
PANDORA 14K Gold-plated is the name of a new PANDORA line of affordable jewellery pieces with a beautiful golden hue. The jewellery is made from 18ct gold-plated sterling silver. PANDORA Shine is a high quality plating solution consisting of several layers of 18ct gold – our plating is considerably thicker than the jewellery industries standard.
PANDORA’s 14ct gold pieces are crafted from solid 14ct gold, while the PANDORA 14K Gold-plated pieces are made from sterling silver encased in an 18ct gold plating.
