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FAQ

 

You can browse our styles using the department tabs or the search box, and refine your search using the filters to view all our online stock, which is updated daily! If you still can’t find what you’re looking for, it may be out of stock - get in touch with our Customer Service Team who can try to locate your perfect shoes.

1. What methods of payment do you accept?

Whatever’s easier for you! We accept Visa & Master Card

2. Has my order gone through ok?

We send a confirmation email to you as soon as your order is placed – this should arrive within a few minutes. If it doesn’t, check your ‘Junk’ folder in case it’s hiding away there. If you still don’t have it, get in touch with our Customer Service Team and we can resend it to you.

3. Can I cancel/amend my order?

As long as your order hasn’t yet been despatched we’ll be happy to cancel/amend it for you where possible - just get in touch with our Customer Service Team. Don’t worry if the order has already been despatched (sometimes we’re just too eager to get your order to you) - we’ve got our 30 day Returns Policy if you need to return your order.

4. Can I add another item to my order after completing the checkout?

We’re not able to add items to your order once it has been placed, unfortunately. You can place a new order for your item.

5. Is your checkout secure?

We take online security very seriously and our site uses the latest online SSL encryption software to ensure your details are safe. When the browser bar changes from ‘http’ to ‘https’ and the locked padlock appears, this indicates you’re on a secure page. Our site has been audited and accredited by Trusted Shops and Google Certified Shops, plus we’re enrolled in the MasterCard Securecode card payment protection scheme.

6. Who will deliver my order?

DHL & EMS International Shipping

7. Do you deliver to countries outside of the UK?

Yes we do! We offer international shipping, and regardless of where to send the product, the shipping fee never changes.

8. Have you processed my return, and has a refund/exchange been issued?

After receiving your notification that your return has been received, please allow 48 hours for the return to be processed. Once a refund or exchange has been actioned, you will receive another email to notify you of this. The email will confirm if a refund has been issued, or if an exchange has been arranged.

9. How long will it take for my refund/exchange?

We aim to process all returns within 48 hours of receipt, but please bear in mind that it can take up to 7 working days for it to get to us. You should then allow an additional 7 working days for your refund / exchange – we will contact you to let you know we have processed your return request. If you request a refund then we will automatically refund your original payment method. If we no longer have the exchange item you are requesting, a refund will be issued.

10. Can I track my order?

As soon as your order is despatched we’ll send you an email with a link to the courier’s website and tracking number to allow you to view up-to-date tracking on your order. If you haven’t received the email, check your ‘Junk’ folder, in case it’s hiding away there. If you’ve not received the email within a few hours, please contact us.

11. How can I protect my leather jewellery?

Cherish your leather jewellery as you would your favourite leather boots or handbag. Leather is a natural material and general wear or cleaning may cause shrinkage, stretching or colour variations. Leather products benefit from leather cream which prevents the product from cracking. It is advised to apply leather cream when the product is first removed from the packaging or when it feels dry.It’s a good idea to take it off before you shower or bathe.

12. How do I protect my other jewellery?

We recommend that you take off your jewellery before going to bed or when taking part in any physical activity. Don’t swim wearing your jewellery because chlorine or salt water will make it matte and dull. Avoid contact with make-up, creams and perfumes and do not bathe, shower or wash up when wearing jewellery. Important: avoid the use of chemical agents, particularly those products used to tackle the housework. These types of cleaning products are especially harmful to dark silver jewellery with an oxidized finish.

13. Can I add PANDORA ESSENCE charms to my Pandora bracelet?

PANDORA ESSENCE charms can only be worn on the PANDORA ESSENCE bracelet, as they are smaller than other Pandora charms and so will not fit on other existing Pandora bracelets. To view the PANDORA ESSENCE COLLECTION, including charms/charm sets and the accompanying bracelet, please go here.

14. How Do Pandora Bracelets Work?

a. Firstly you must choose your starter bracelet on which you put all your charms. The most popular starter bracelet is shown above although there are many other different types to choose from here including starter bracelets made from leather or gold.

b. To stop all the charms sliding around to the bottom of the bracelet where they would not be seen the bracelet is divided into three sections. To do this special "clip beads" are available. These are first snapped onto the two threaded nodes that feature on all the silver or gold starter bracelets.

c. You then select or are gifted charms and thread them onto your bracelet. If your bracelet is very important you can make it more secure by adding a safety chain. You can use spacers as an inexpensive way to add variety to your bracelet or create added drama with a pendant charm.