Pandora Frequently Asked Questions

Pandora Frequently Asked Questions

  1. Do I need to create an account to buy something online?
    No, you can place an order as a guest. However, if you plan to buy regularly from the PANDORA Online Shop, saving your details after you’ve placed your order will mean a more efficient checkout process next time.

  2. I’m having technical issues.
    We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact the PANDORA Contact Centre number 011 706 2377 or email  with the following information: • Details about the problem. • Screen shots of the error message. • Which web browser and version you are using.
  3. I can’t sign into my account.
    If you can’t sign into your account then please complete the following steps: • Check that you are using the same email address and password you registered with. • If you can’t remember your password, click on the 'forgotten password' link and type in your email address. We’ll then email you a password reminder. If after this you still can’t sign in, please contact our PANDORA Contact Centre on 011 706 2377 (Mon-Fri 09:00-17:00) or email  providing as much detail as you can about the issues you are experiencing including screen shots of any error messages you get and what you’ve done so far to try to resolve it.

  4. Can I return an item purchased from the online shop to a PANDORA store or stockist?
    You are able exchange an item bought from the PANDORA online shop at a PANDORA store or stockist. It is not possible to return an item purchased from the PANDORA online shop to a PANDORA store or stockist for a refund. Please return all online orders to the online store using the online shops returns policy. Likewise it is not possible to return an item purchased from a PANDORA store or stockist to the online shop.

  5. Can you send me a catalogue/brochure?
    Unfortunately we cannot fulfil requests for brochures from the PANDORA online shop. Please visit your local store or sign up to PANDORA Club for all of the latest news and products.

  6. Is the PANDORA online shop a genuine stockist?
    Yes, the PANDORA online shop sells genuine PANDORA jewellery directly to consumers. Unfortunately due to the quality and popularity of PANDORA jewellery we have become the subject of counterfeiters. By buying from the PANDORA online shop you can be confident you are purchasing genuine jewellery.

  7. Where does the PANDORA SA online shop deliver to?
    The Pandora SA online shop currently ships to addresses only within South Africa.

  8. How do I change details in my account?
    To change details in your account, please go to My Account where you can change your personal information and address details, plus view your orders.

  9. Why and how are the PANDORA products hallmarked?
    The PANDORA products are hallmarked by an official Dutch hallmarking company, called EWN (EDELMETAAL WAARBORG NEDERLAND BV), according to the EU law. The Assay Act 1986 guarantees, by means of legal hallmarks, that an object contains the correct level of platinum, gold and/or silver. Pure platinum, gold and silver are too soft to be made into jewellery or utensils. They are therefore mixed with base metals to achieve a sufficiently hard material to work with. The quantity of precious metal in such an alloy is called the fineness of the alloy. The fineness is given in parts (by weight) per 1000 of the alloy. For example, 750 thousandths of gold means that there are 750 parts of pure gold in 1000 parts of gold alloy. The old designation "carat" is also used for gold (pure gold is 24 carat). The precious metal alloy from which the object is made is assayed for one of the legal fineness standards and guaranteed by the application of a standard mark on the object. A distinction is made between new and used objects. A hallmark is a UK term for a stamp indicating the origin of jewellery. The standard hallmark on PANDORA jewellery is "ALE", which stands for Algot Enevoldsen, the father of PANDORA founder, Per Enevoldsen. You will always see "ALE" stamped on our jewellery, except on some of our smallest pieces. The US equivalent to hallmark is maker´s mark, and the Danish equivalent is responsibility mark.

  10. What size ring should I buy?
    Please click this link for our ring size guide.

  11. How do I contact the PANDORA SA online shop?
    For consumer enquiries relating to the online shop, please use the following contact details: Call 011 706 2377, Monday to Friday 09:00 – 17:00 Email: . Please note that the PANDORA SA online shop can only handle requests relating to the purchases from the online shop specifically.

  12. How do I contact PANDORA SA with a general enquiry?
    If you have a more general enquiry about PANDORA SA products and services, or you have a complaint, please email 

  13. How do I contact PANDORA SA about an in store purchase?
    If your enquiry is relating to a jewellery purchase in store, we recommend that you contact the store directly.

  14. How will my items be packaged?
    All orders will be delivered in traditional PANDORA gift boxes.

  15. How can I delete my online shop account?
    We are sorry you want to delete your account. Please email our PANDORA SA online shop Customer Care Team at  and request that your account be deleted. Please ensure that you send the email from the email address linked to the account so we can verify that it is a genuine request.

  16. Why does my gemstone look different to the image pictured on the online shop?
    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.

  17. What is the returns policy for sale items on the PANDORA SA online shop?
    No refunds or exchanges are available on sale items.

  18. If I order something that is no longer in stock what will happen to my order?
    During extremely busy periods it is possible to place an order for a product which may just have gone out of stock. In this case, the online shop reserves the right to cancel your order.
    If you have paid via PayPal, you will be issued with a refund for the amount paid.
    If you have paid via credit/debit card your card will not have been charged.
    We apologise for any inconvenience.