FAQ

Here are the answers to the questions we're asked most often. If you can't find what you're looking for, please get in touch.

Is your jewellery genuine Pandora?

Yes. Every piece we sell is genuine Pandora, and each one is hand-checked before it's listed. If any item you buy from us isn't genuine Pandora, we'll give you a full refund including postage. You can read more in our Authenticity Promise.

Are your items new?

No. Everything we sell is preloved, which means it has had a previous owner. That's part of the charm: you get beautiful genuine Pandora pieces while giving them a second life.

What condition are the items in?

Every item is checked before it's listed. As preloved pieces, some may show light signs of previous wear, so please look at the photos and description for each item. If you'd like to know more about a particular piece, just ask.

Do you clean the jewellery?

Yes. Every item is cleaned before it's listed, so it arrives ready to wear.

How much is delivery?

We send every order by Evri Tracked. Delivery is £2.99, or free on orders of £30 or more.

How long will my order take to arrive?

Evri Tracked usually takes 2–3 working days once your order has been sent. This is a typical timeframe rather than a guarantee, and you'll be able to follow your parcel with its tracking number.

Do you deliver outside the UK?

Not at the moment. We currently deliver to UK addresses only.

What is your returns policy?

You can return items within 14 days. Return postage is paid by the buyer unless the item is faulty. If an item is faulty, please let us know within 30 days. None of this affects your statutory rights. To start a return, please contact us.

How do I find the right size?

Our size guide explains how to measure your wrist for a bracelet and your hand for a bangle. If you're between sizes or unsure, send us a message and we'll help you choose.

How should I care for my silver jewellery?

Wipe your pieces with a soft silver polishing cloth, keep them away from water, perfume and lotions, and store them in a dry pouch or box when you're not wearing them. Take your jewellery off before swimming, showering or cleaning.

Does preloved Pandora make a good gift?

We certainly think so. Pandora charms and bracelets make thoughtful presents for birthdays, anniversaries and milestones, and because every piece is cleaned before it's listed, it's ready to give.