Frequently Asked Questions

Our Help & FAQ section contains answers to some of the most common questions we receive. Please select a topic below to begin. If you are unable to find an answer to your question here, please contact our Customer Care Department for additional assistance.

Returns, Exchanges and Refunds Question

Q. What is your returns policy?

A. 100% Hassle-Free returns. FREE returns on all orders within 30 days of purchase. Prepaid shipping label included with every order. If for any reason you are not completely satisfied with your purchase from PANDORA, you can either return by mail. Please follow the below steps for returns.

Returns by mail

1. Attach the prepaid return label to the outside of the package and secure package for mailing.

2. All merchandise must be unused and in original condition.

3. Please indicate the quantity, item number and reason code on the above return form. Detach the return form and include it with the merchandise when you mail them back to us.

4. If you choose to use your own preferred method of shipping, use one that can be tracked and insured. PANDORA cannot reimburse the cost of shipping using this method.

5. All returns will be credited to the original form of payment. However, your original shipping cost is not refundable.

6. Returns will be processed within 2 business days of receipt of your item(s) by PANDORA. You will receive an email notification once your return is processed. Please allow up to 3-25 additional business days for the funds to be credited to your account.

Q.What is your exchange policy?

A. If for any reason you are not completely satisfied with your purchase from PANDORA (us.pandora.net), you can either exchange by mail.

Exchanges by mail -

a. Items purchased from PANDORA (charminca.com) can be exchanged by mail in the Canada within 30 days of purchase.

b. To exchange a product by mail, you must first return the item you wish to exchange by mail following the “Return by mail” instructions. You will receive an email notification once your original method of payment has been credited. You will only be credited for merchandise and not original shipping charges.

c. You will need to reorder a new item at PANDORA (charminca.com).

Q.How long will it take to get my money back for my online return?

A. Returns will be processed within 2 business days of receipt of your item(s) by PANDORA. You will be receive an email notification once your return is processed. Please note that payment processing is beyond our control and it may take up to 3-25 additional business days for the funds to be credited to your account.

Q.My PANDORA Jewelry has arrived and is damaged/faulty. What should I do?

A. We are sorry to hear this. Please contact our PANDORA Jewelry Customer Care Center on charminca.com for further assistance.

Q.The price of the item I purchased has changed since I received it. Can I get a refund?

A. As a retail business, our prices may change in response to trends, stock, and demand from the consumer. As such we are not able to refund the difference.

Product Question

Q. Why is my white gold jewelry turning yellow?

A. Gold does not occur as white in its natural state. White gold is created by alloying yellow gold with other metal(s) to give it a white color. Most white gold jewelry is then plated in rhodium, a form of platinum, to give it an extremely high white sheen. Over time this plating may wear away and some jewelry may start to exhibit a yellowish tint. Exposure to certain chemicals such as chlorine, or acids can cause this process to occur more quickly. When this occurs, the jewelry will need to be re-plated in rhodium to restore the original color. This can be done in any of our store locations or you can contact us and we will give you an address where you can send your jewelry.

Q. My sterling silver jewelry is turning black when I wear it every day. Why does this happen?

A. There are many factors that can accelerate the tarnish rate of sterling silver jewelry. Changes in hormone balance, a high level of amino acids in perspiration, along with certain medications, cosmetics, and skin lotions are the most common. Try cleaning your silver jewelry with a mild dish washing detergent and water after wearing it, and be sure to completely dry it. This will help remove skin oils or perspiration and may help keep silver jewelry clean and bright longer.