Need to contact Pandora and make sure they reply?
Pandora customer support overview
Pandora is one of the world’s most recognised jewellery brands, and in Australia it provides several ways for customers to get help. Support channels include a dedicated phone helpline, live chat, email, online forms, and in-store assistance at Pandora boutiques nationwide.
The Customer Experience team operates Monday–Friday, 9:00am–5:00pm AEST, while live chat is typically available weekdays between 10:00am–4:00pm. Shoppers often highlight Pandora store staff for their friendly and solution-oriented service, especially when it comes to warranty claims or receipts.
While some reviews call out slow online responses or delivery delays, Pandora generally works to make things right, reinforcing their commitment to accessible, reliable customer support.
Common Pandora customer issues and complaints
Customers commonly report:
- Delivery delays & missing items – express orders arriving late or packages incomplete.
- Packaging disappointments – multiple jewellery pieces sent in a single box unless gift packaging is purchased.
- Product quality concerns – charms or rings breaking or stones falling out sooner than expected.
- Warranty disputes – some felt staff were reluctant to honour the 2-year warranty until persistence.
- Slow responsiveness – long queues for live chat or hold times on the phone.
- Returns/exchange difficulties – strict enforcement of original packaging or exclusions (like engraved items).
How to contact Pandora customer support
You have several ways to reach Pandora:
- Phone: Call 1800 313 554 (Mon–Fri, 9am–5pm AEST) for direct support.
- Live Chat: Available on Pandora’s website (Mon–Fri, 10am–4pm AEST). Ideal for quick queries.
- Email: Send inquiries to aunzsupport@pandora.net with your order number and details.
- Contact Form: Use the online form for product, order, or store-related issues.
- In-Store: Visit any Pandora boutique for warranty claims, returns, or exchanges. Call ahead for franchise locations.
- Social Media: Message via Facebook or Instagram – Pandora may redirect you to official channels, but it’s sometimes effective for visibility.
💡 Tip: Have order numbers, receipts, or photos ready. Emails are usually answered within one business day.
Pandora key customer policies: refunds, returns, cancellations and more
- 30-Day Returns: Change-of-mind returns accepted if unworn, in original condition, with proof of purchase. Engraved items and gift cards excluded.
- Refunds: Processed to the original payment method. Online returns by post are refunded within a few business days after processing.
- Warranty: All Pandora jewellery includes a 2-year warranty against manufacturing defects. Remedies include replacement, refund, or equivalent value item. Normal wear and tear not covered.
- Shipping Policy: Free standard shipping on orders over $120 AUD. Orders under this threshold cost $9.95. Express shipping available for a fee.
- Cancellations: Orders cannot usually be modified or cancelled once placed. If necessary, contact support immediately before dispatch.
- Price Match: Pandora Australia does not offer a price match guarantee. Prices are uniform across official channels.
- Online Returns Process: Free postal returns available via Pandora’s returns portal. Exchanges are generally processed as refunds, requiring a new order.
Pandora complaints submitted through Ajust
I went into the Garden City Pandora to buy a bracelet for my daughter and left feeling ignored and hurt. One staff member treated me dismissively while helping other customers, and it felt racially charged. Another worker stepped in, apologised, and tried to help, but the damage was done. I contacted Pandora because no customer should feel unwelcome just for asking for help. - Rayam
My wife visited the Kotara Pandora store to buy a safety chain and was refused a discount because our shared email wasn’t in her name. We’ve used that same email at other Pandora stores without issue. I’m older, unwell, and rely on her to shop for our family, so this was incredibly disappointing. I reached out because loyal customers deserve consistency and respect. - Tony
I contacted Pandora after a really upsetting experience in the Rundle Mall store. I specifically asked for someone to call me because the situation left me shaken and unsure how to handle it in the moment. When leadership or training feels off in-store, it’s hard to know where to turn, so using the contact channel felt like the only way to be heard. - Carolina
I reached out to Pandora about a staff member from their Pacific Fair store who has repeatedly come into my workplace and spoken over me to my customers. It’s uncomfortable and has scared customers away. I contacted Pandora because behaviour like that reflects on the brand everywhere, not just inside the store, and I’d hate for other retailers or shoppers to experience the same thing. - Trianna
Recent experiences with Pandora customer service
Positive: Store staff helped a customer locate a lost receipt in their system and replaced a faulty bracelet with a charm, earning “5 star service” praise.
Delayed Support: One shopper waited weeks for an express order stuck in processing. After persistence, Pandora reshipped and refunded the missing items.
Warranty Case: A customer, who was initially denied a warranty claim for a faulty ring, persisted and ultimately secured a replacement.
Official Pandora Customer Service Links & Contact Information
- Phone Support: 1800 313 554 (Mon–Fri, 9am–5pm AEST)
- Customer Support Email: aunzsupport@pandora.net
- Contact Form: pandoraaunz.zendesk.com
- Live Chat: Available on Pandora’s website during business hours
- Returns & Exchanges Policy: Pandora Returns
- Warranty Info: Pandora Warranty
- Shipping & Delivery: Pandora Shipping
- Order Tracking: Track My Order
- Store Locator: Find a Store
Pandora Contact FAQs
What’s the fastest way to contact Pandora customer support in Australia?
The fastest way to contact Pandora Australia is usually live chat or visiting a Pandora store in person. Live chat operates weekdays during business hours and is best for quick order or delivery questions. For warranty claims or returns, many customers find in-store support faster and more flexible than online channels. Phone support is reliable but can involve longer hold times during peak periods.
How strict is Pandora’s returns and refund policy for change-of-mind purchases?
Pandora allows change-of-mind returns within 30 days if items are unworn, in original condition, and supported by proof of purchase. Engraved items and gift cards are excluded, and original packaging is often required. Refunds are processed back to the original payment method once the return is approved. If returning online orders by post, processing can take several business days after receipt.
Does Pandora really honour its 2-year jewellery warranty in Australia?
Yes, Pandora provides a 2-year warranty covering manufacturing defects on all jewellery sold in Australia. Outcomes may include a replacement, refund, or equivalent-value item, depending on availability. Some customers report needing persistence, especially when wear-and-tear is disputed, but successful warranty resolutions are common. Bringing items in-store with receipts or photos often improves the outcome and speeds up assessment.
What should I do if Pandora isn’t responding or keeps delaying my issue?
If Pandora is slow to respond, follow up using a different channel such as phone or in-store support. Having order numbers, receipts, and photos ready helps move things faster. If delays continue, documenting your case and escalating persistence often leads to resolution. Many consumers eventually receive replacements, refunds, or reshipments once the issue is clearly tracked and followed up consistently.
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