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Returns & Exchanges


Return & Exchange Policy


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), 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, you are suggested to contact our Customer Support about your return as soon as received the order. 


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.


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

Return can only be processed through PANDORA Online Store.

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

We currently do not process exchange for a different product. However, you can return your order for a refund and place a new order.



Instructions for Return & Exchange


If you decide to return your item for a refund or exchange for another size, please contact our Customer Support first. 


For all return & exchange orders via PANDORA Online Store, please follow these steps to organise your return:

  1. Provide the following information: 
    • Order number
    • Item(s) to be returned
    • Reason for the return

  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 the original PANDORA packaging in the parcel.

  5. If you have chosen to exchange, give your parcel to the courier that has been arranged for you.

    If you have chosen to return, please send the item you wish to return to the following address by courier within 14 days.

    The PANDORA Online Store
    Suite 3801-04 & 3812-14, 38th Floor,
    Tower 6, The Gateway, Harbour City,
    Tsim Sha Tsui, Kowloon, Hong Kong.


Please note that customer should bear the shipping cost for returning the item to PANDORA and be responsible for the safety of the delivery.


Upon receipt of the return and confirmation of its original condition, we will promptly process your refund or exchange. If you choose refund, we will credit your original credit card of payment within 5 working days. If you would like to exchange, we will deliver the new item to the address of your original order within 2 to 4 working days.


You will be notified by email when we received your return and also after the refund or exchange 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.


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.