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Coverage of Delivery
Outlet PANDORA Online Store only ship worldwide.
In normal circumstances, orders are shipped within 1-3 working days after placed (except for orders requested with a scheduled delivery). Nevertheless, we endeavor to ship our orders as soon as we can whenever possible.
You may see our examples below for the approximate order lead time.
All orders placed after 12n.n will be processed on the next working day. Our working days are from Mondays to Fridays.
The estimated order arrival time only applies to usual days. We may have another arrangement which will be published on our website (if any) during peak seasons e.g. Valentines’ Day, Mother’s Day and Christmas.
Your order will usually be delivered on time, although delays may occasionally occur. Factors beyond our control may impact delivery time and these may include unforeseen impacts caused by our delivery partners and weather disturbances. Outlet PANDORA carries no liability in these cases and recommends that orders are placed as early as possible.
All jewellery purchased from Outlet PANDORA Online Store is delivered in an exclusive PANDORA gift box.
We are unable to ship out any additional packaging or gift note after an order has been placed.
Track your Order
When your order is dispatched, you will receive an email with a tracking number. Please use the tracking number to locate your parcel on the courier website. Please note that you will not be able to track the delivery status until the day when you received your tracking number.
Our orders are sent via courier service provided by Yamato Transport or SF Express depends on the area and must be signed for upon delivery. If there is no one available to sign for a delivery then the parcel will be returned to the depot. The courier may contact you over the phone to arrange a re-delivery or pick up at depot at your convenience. Please note that your parcel will be available at the depot on the next business day from the first delivery attempt.
The shipping cost is $5.90 per order regardless of the number of items in the order. Free delivery will be applied automatically to your order in checkout when the purchase amount is over $50.
Welcome to our Frequently Asked Questions section, where we have answered some of the most regular queries we get from customers. Hopefully, the answer to your question will be right here but if you can't find the required information, simply visit our Contact Us page to get in touch.
How do I track my order?
Once your order has been dispatched you will receive a confirmation providing a tracking reference.
You can also view the status of every order you make within your account. If you need further assistance, please contact us
How long will it take for my order to be delivered?
Delivery options are given at point of checkout. Free delivery is available on all orders over $50, Free standard delivery for orders will normally arrive in 5-21 working days.
Can you deliver to my work address?
Yes, we can deliver to an alternative address, please include this information when placing your order.
Before placing an order to be delivered to your work address, please ensure you are happy where and who will be signing for this.
What happens if my order is not delivered yet?
If your order has not arrived within the expected time frame, please contact the Customer Care team for further assistance.
What if my order is lost in transit?
If your item has not been delivered to you within the expected time frame, please contact the Customer Care team for further assistance. Please note that, due to Mail guidelines, we cannot report an item as ‘lost in post’ until after 10 working days.
Can I change the delivery address?
We aim to pack and ship all orders as quickly as possible; however, we will do our utmost to make any changes needed to ensure you are completely satisfied with your order.
We advise that you take extra care when entering your delivery details, especially at busy times like Christmas. Please take care to ensure all delivery details are up to date in PayPal to avoid delivery issues. Please contact the Customer Care team for more information.
Do you offer international deliveries?
Yes, we ship internationall.
Do you ship to BFPO addresses?
Do you offer a click and collect service?
Currently we do not offer a click and collect service.
RETURNS & REFUND
If, for any reason, you are unhappy with your purchase, or it does not meet your requirements, you can return it to us, in its original condition and packaging, within 30 days of the date you received it and we will issue an exchange or a full refund for the price you paid for the item (see our refunds and exchanges policies). Unless faulty, we cannot accept the return of jewellery that has been worn, personalised or adjusted; this includes rings that have been personalised using The engraving service.
Please note: we cannot accept the return of earrings for pierced ears under any circumstances unless faulty.
Items must be returned within 30 days of receipt. If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to it being in pristine condition.
Please note that items purchased via cashback websites may be returned within the same 30 day period, but cashback will not be paid on these orders.
In the unlikely event that you receive a product that is defective, has been damaged in transit, or is not the one you ordered then you can return it to us for exchange or a full refund within 30 days of receiving it. Under these circumstances we will also refund you the cost incurred returning the item to us. If you are returning a product to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the product was wrongly ordered by yourself.
This returns policy does not affect your statutory rights.
HOW TO RETURN AN ITEM
Items must be returned in their original packaging and with all booklets, guarantees and product tags if they are attached.
please note: vist the return page in your acount to start the return process and to enable us to process your return more efficiently.
To enable us to process your return more efficiently, we ask you to include a covering note with your item stating why it is being returned and whether you want an exchange or a refund. In this note you should also include your order or invoice number, or a copy of the original invoice, so that we can track your order on the system. If an item is returned without a covering note then, if we are able to trace your order on the system, we shall contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a 10.00 administration fee.
Returns should be sent via an insured and traceable method, such as Mail Recorded or Special Delivery, as we cannot be held liable for any items which go missing in the post and do not reach us. If you use Mail Recorded or Special Delivery then you can check to see if we have received your parcel on the Mail courier website's track and trace' facility. If a parcel does go missing and never reaches us, it is your responsibility to claim for the item from Mail or the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it, then we shall deduct that amount plus a 10.00 administration fee from any refund.
Please allow up to 5 working days after receipt for all refunds and exchanges to be processed.
This does not affect your statutory rights.
OUR EXCHANGE POLICY
We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above.
In the covering note accompanying your return, we would ask you to include details of which item you would like to exchange it for and also your contact details so we can contact you if necessary.
If there is any extra charge to pay, we will contact you so that payment can be made over the phone.
If there is a partial refund due then this will be credited back onto the card used for the original transaction. If you are exchanging for an item of lower value then we reserve the right to add an administration and postal fee to the price of the replacement item. If this is the case, we shall contact you to inform you of this.
This exchange policy does not affect your statutory rights.
OUR REFUNDS POLICY
When we receive a product returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase. If you have not received your refund within 7 working days of us receiving your product, then please contact us for assistance. If we have agreed to refund the postal cost incurred returning a product to us, this will be done in the form of a cheque.
If you return an exchanged item for a refund then we reserve the right to charge an administration fee of 10.00 to cover our extra postage costs.
This refunds policy does not affect your statutory rights.
In the unlikely event that your product develops a fault within a short and reasonable period from receipt then you can return it to us and, if we find it to be faulty, we shall exchange it for you. If, however, the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. If it is found to be faulty we shall also refund your postal expenses in the form of a cheque. Please note we cannot make any concrete promises to exchange an item, or issue a postal refund, until we have seen and assessed the item.