Customer Service Policy For Pandorua

At Pandorua, we believe exceptional jewelry deserves exceptional service. Our customer service policy is rooted in respect, transparency, and a commitment to making your jewelry shopping experience as smooth, joyful, and reassuring as possible—from the moment you browse our collection to long after you receive your piece.

1. Our Service Commitment

We strive to uphold the following standards to meet and exceed your expectations:

  • Responsive Support: We aim to reply to all customer inquiries within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM GMT). For urgent matters, we prioritize timely follow-ups to resolve issues quickly.
  • Transparent Communication: We provide clear, accurate information about our products (materials, sizing, care), shipping timelines, and return processes—no hidden details or confusing jargon.
  • Personalized Assistance: Whether you need help selecting a gift, understanding jewelry care, or adjusting an order, our team takes the time to understand your needs and offer tailored guidance.

2. How to Reach Us

We offer multiple channels to connect with our customer service team, so you can choose what works best for you:

  • Email: Our primary support channel—send your questions, concerns, or requests to service@pandorua.net. Please include your order number (if applicable) and a detailed description of your inquiry to help us assist you faster.
  • Order Tracking: You can track the status of your order anytime via the “Track Order” page on our website. Enter your order number and registered email address to view real-time shipping updates.
  • Post-Purchase Follow-Up: After you receive your jewelry, we may send a brief follow-up message to ensure you’re satisfied with your purchase. This is also an opportunity to share feedback or ask post-delivery questions.

3. Order Support

Order Modifications & Cancellations

  • Modifications: If you need to update your shipping address, adjust item quantities, or change a product (before it ships), please contact us immediately. We can only process modifications if your order has not yet been packed or dispatched.
  • Cancellations: You may cancel an order within 12 hours of placing it, provided it has not entered the fulfillment process. To cancel, email us with your order number and “Order Cancellation” in the subject line—we will confirm cancellation and issue a full refund within 3–5 business days.

Shipping & Delivery Issues

  • If your order is delayed (beyond the estimated delivery time stated on our website), missing, or damaged upon arrival, please contact us within 48 hours of the expected delivery date (or receipt of a damaged item). Include photos of the packaging (if damaged) and the product, plus your order number, so we can investigate and resolve the issue—whether by reshipping the item, offering a replacement, or processing a refund.

4. Returns & Refunds

We want you to love your Pandorua jewelry. If you’re not completely satisfied, we offer a flexible return policy:

  • Eligibility: Items can be returned within 30 days of delivery, provided they are unused, in their original packaging (with tags and certificates, if applicable), and in the same condition as when received. Custom or personalized jewelry (e.g., engraved pieces) is non-returnable unless there is a manufacturing defect.
  • Return Process:
  1. Email our team at [email protected] with your order number and “Return Request” in the subject line.
  2. We will send you a prepaid return shipping label (for eligible orders) and instructions for packing your item.
  3. Once we receive and inspect the returned item (typically within 5–7 business days of delivery to our warehouse), we will issue a refund to your original payment method. Refunds may take 3–7 business days to appear in your account, depending on your bank or payment provider.
  • Defective Items: If your jewelry has a manufacturing defect (e.g., loose stones, broken clasps) within 6 months of purchase, please contact us. We will repair the item free of charge, replace it, or issue a full refund—whichever you prefer.

5. Jewelry Care Support

To help your Pandorua pieces stay beautiful for years, our team is happy to share personalized care tips. You can also find a detailed “Jewelry Care Guide” on our website, but feel free to reach out if you have specific questions (e.g., cleaning sterling silver, storing gemstones) — we’re here to help you preserve your jewelry’s shine.

6. Feedback & Improvements

Your feedback is invaluable to us. If you have suggestions for how we can improve our service, or if you had an experience that didn’t meet your expectations, please let us know. We review all feedback regularly and use it to refine our processes, ensuring we continue to serve you better.

At Pandorua, your satisfaction is our priority. Thank you for trusting us with your jewelry journey—we’re honored to support you every step of the way.