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Returns & Refund Policy


What Is Our Online Returns Policy?

If for any reason you are not completely satisfied with your purchase from the Online Shop, please send it back. 

You can return any item purchased from the 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. 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 re-saleable condition.

You may be able to exchange items purchased from the Online Shop at any PANDORA concept store , as long as you provide the invoice and original packaging.

The Online Shop will only accept returns for purchases made from the Online Shop.

Likewise, PANDORA stores and stockists will not accept returns for a refund on products purchased from the PANDORA Online Shop.  PANDORA stores and 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.

For reasons of hygiene and safety, pierced earrings including earring pendants are non-returnable, unless faulty or not as described. 

All goods will be inspected upon arrival at the Online Shop warehouse. 

What is our policy on returns of SALE items?

Sale items purchased from the Online Shop may be exchanged through the Online Shop for the same item in a different size only if available, 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 Online Shop.

There are no refunds on Sale items

Items bought within a multi-buy or promotional offer must be returned with a valid receipt and will require the return of any gift item(s) associated with the offer to be returned.

Any refunds will be issued from the store of purchase by the original payment method to the value of the item printed on the original receipt. For any Debit/Credit card refunds, the cardholder must be present.

Pierced earrings including earring pendants are non-refundable and non-exchangeable for reasons of hygiene and safety, unless faulty.

Please retain your original receipt to guarantee the manufacturing warranty on your product.

This does not affect your statutory rights.

Please note that online gift vouchers are only redeemable online

The PANDORA online returns policy does not limit or exclude any legal rights you may have in relation to products which are faulty or not as described. 

Returns Process:

NB: Please ensure you fill in the online Returns Form. 

Please organize a return to the below address. Should you have any questions, please contact the Customer Care Centre on 028 3124114 (Mon-Fri 09:00 – 17:00) or by emailing  You will need to provide your order number), details of the product(s) you wish to return and the reason for returning them, and so please have this information to hand.

Returns should be sent to the following address:

Arabella Diamonds CC

Postnet Sandbaai



Should the reason for return be faulty goods, a courier will be dispatched to your location and the postage for the return will be free.

If the reason for return is simply an exchange, the return will be at the customers expense.

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. 

Received an incorrect/faulty item or an item is missing?

Christmas Returns Policy

During the Christmas period, our 30 days standard returns policy is extended for products purchased between 2 November and 24 December  on the online store and in our SA concept stores. You can return such purchases for a refund up to and including 17 January.