Customer Service Policy

Pandoroa Customer Service Policy

At Pandoroa, we’re committed to providing you with a seamless, supportive shopping experience—from the moment you browse our charm collection to long after your order arrives. This Customer Service Policy outlines how we’ll assist you, protect your rights, and ensure your satisfaction with every interaction. If you have questions at any time, reach out to our team via [email protected]—we’re here to help.

1. Order Processing & Communication

We understand that knowing the status of your order brings peace of mind, so we prioritize transparency at every step:
  • Order Confirmation: Immediately after you place an order, you’ll receive a confirmation email (sent to the address you provided) with your order number, item details, shipping address, and total cost. If you don’t receive this within 1 hour, check your spam folder or contact us to verify your order.
  • Processing Time: Most charm orders are processed within 1–2 business days (excluding weekends and holidays). Custom or limited-edition charms may require 3–5 business days—we’ll clearly note this on the product page and confirm timelines in your order confirmation.
  • Shipping Updates: Once your order ships, we’ll send a second email with a tracking number and link to monitor delivery. Delivery times vary by location (see our Shipping Policy for details), but we’ll help resolve delays if they occur.

2. Returns & Exchanges: Flexible, Hassle-Free

We want you to love your Pandoroa charm as much as we do. If it’s not the right fit (or if you simply change your mind), we offer flexible returns and exchanges within 30 days of delivery:
  • Eligibility: Items must be unused, in their original packaging (with tags and protective materials intact), and free of damage. Custom-engraved or personalized charms are non-returnable unless they arrive with a manufacturing defect (see Section 3 for defect resolution).
  • How to Initiate: Email our team at [email protected] with your order number, the item you’d like to return/exchange, and a brief reason. 
  • Refunds: Once we receive and inspect your returned item (typically 2–3 business days after delivery to our warehouse), we’ll process your refund to the original payment method. Refunds may take 3–5 business days to appear in your account, depending on your bank.
  • Exchanges: If you’d like to swap your charm for a different style, size, or design, we’ll waive the return shipping fee and ship your new item for free. Just note the desired replacement in your email, and we’ll confirm availability before processing.

3. Defects & Damages: We’ll Make It Right

Every Pandoroa charm is crafted to meet strict quality standards, but if you receive an item with a manufacturing defect (e.g., broken clasps, faulty enamel, or incorrect engravings) or damage from shipping:
  • Report It Promptly: Contact us within 7 days of delivery with your order number, photos of the defect/damage, and a description of the issue. This helps us resolve it quickly and improve our processes.
  • Our Solutions: We’ll offer a free replacement, a full refund, or a store credit (your choice). For defective items, we cover all shipping costs for returns and replacements—no exceptions.
  • Long-Term Quality Guarantee: We stand behind our craftsmanship! If your Pandoroa charm develops a defect within 1 year of purchase (due to normal wear, not accidental damage), reach out to us. We’ll assess the issue and offer repair, replacement, or a prorated refund, depending on the situation.

4. Customer Support: Available When You Need Us

Our team is dedicated to answering your questions and resolving issues promptly:
  • Support Topics: We can assist with order tracking, returns/exchanges, product questions (e.g., materials, care instructions), custom orders, and more. For complex issues (e.g., lost packages), we’ll follow up with you until the problem is solved—no need to send multiple emails.
  • Care Tips: To help your charms last, we’ll share care instructions (e.g., avoiding exposure to water, storing in a jewelry box) with every order. If you have questions about maintaining your piece, just ask!

5. Privacy & Security: Protecting Your Information

Your trust is essential to us, so we take privacy and security seriously:
  • Data Usage: We only collect information necessary to process your order (e.g., name, address, payment details) and communicate with you. We never share your personal data with third parties for marketing purposes without your consent.
  • Payment Security: All transactions on our website are encrypted using industry-standard SSL technology, so your payment information is safe. We don’t store full credit card details—this is handled by our secure payment processors (e.g., PayPal, Stripe).
  • Privacy Policy: For more details on how we collect, use, and protect your information, see our full Privacy Policy (linked at the bottom of our website).

6. Feedback: Helping Us Improve

We value your thoughts—they help us make Pandoroa better for you and all our customers. If you have feedback (positive or negative) about our service, products, or website, please share it via [email protected]. We review every comment and use it to refine our policies, improve our team’s training, and enhance your shopping experience.
At Pandoroa, your satisfaction isn’t just a goal—it’s our promise. If we ever fall short, we’ll work tirelessly to make it right. Thank you for choosing us to be part of your charm story.