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FAQ

Frequently Asked Questions

What size Bracelet / Ring should I order?

Visit our Sizing Section to help you determine the size bracelet or ring to choose.

How do I open the clasp on my bracelet?

The best way to open our bracelet clasps is by sliding your nail into the groove of the barrel clasp. The clasp will open with slight pressure. PANDORA also offers a Clasp Opener. Gently place the flower petal edge into the groove of the clasp and the clasp will gently open. They are also very useful in opening PANDORA clips.

How do I clean my jewelry?

To clean your PANDORA jewelry, pour a small amount of mild soap into some lukewarm water and use a soft cloth. Soft toothbrushes are ideal for cleaning jewelry with patterns, which can otherwise be difficult to clean. If the dirt is hard to remove, soak the jewelry in clean water for 10 minutes, brush and rinse again. However, remember that this cleaning method should not be used to clean jewelry with genuine pearls.

For a shinier surface, the PANDORA Polish Cloth is a great tool to clean and make your silver and gold jewelry shine again. Keep in mind it will not remove scratches. It measures 4” x 6” and is chemically treated to remove light tarnishing from your jewelry. You are also invited to stop in at our Mall of America location for a FREE in-store cleaning.

If you've selected oxidized jewelry, please know that oxidation fades over time. How quickly depends on how the jewelry is treated. Things that cause the oxidation to fade quicker include; perspiration, chlorine, perfumes, cleaning agents, and silver polish.

WARNING - DO NOT EXPOSE PANDORA TO CHEMICALS!
Silver pieces are given detail by oxidation. Exposure to harsh chemicals can alter the appearance of your PANDORA product. These chemicals include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Oxidized silver and pearls are easily damaged.

What are your shipping / billing terms?

You will find our Terms of Sale here.

What packaging comes with my order?

• All orders up to $100 will receive 1 Panbag
• Charm orders over $100 will receive 1 Charm Box per 3 charms
• Bracelet orders over $100 will receive 1 Bracelet Box
• Ring orders over $100 will receive 1 Ring Box

If your order is a combination of items, our staff will determine the best option. If you wish to upgrade your packaging, or if you wish to order multiple boxes, visit our Pandora Extras section to add your selection. Please order only the additional packaging you require.   

Actual packaging may differ from items shown in images, depending on availability.

Please note: Bracelet and charm gift sets include a charm or bracelet box and are gift wrapped and tied with ribbon, unless otherwise noted.

What is the warranty on PANDORA?

All PANDORA products are covered by a 1-year warranty covering manufacturing defects. Using non-PANDORA charms can damage PANDORA bracelets. PANDORA will not replace, fix, or repair product that has been used with non-PANDORA products. Stretching of PANDORA chains and bracelets is not considered a manufacturing defect. Do not expose your PANDORA products to harsh chemicals or environments. Exposure to harsh chemicals or environments can alter the appearance of your PANDORA product. These include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. The warranty does not cover any change to the finish of the jewelry from improper cleaning, exposure to chemicals or general wear and tear.

Often silver pieces are given detail by oxidation. Oxidized bracelets, necklaces and charms are specially treated to give them their dark appearance. As bracelets, necklaces and charms are worn, exposed to water, and as the charms slide during daily wear, the finish may fade. This is considered normal wear, not a defect of the oxidized line of jewelry and is not covered under warranty.

Password Assistance

If you forget your password, just visit My Account and click forgot your password? We'll send you instructions on how to set up a new password. If you requested a new password but didn't receive it, check the spam and junk mail folders in your email program. If you don't find your email, you can call us at (800) 878-7868 during business hours to reset your password.