FAQs

Can I amend or cancel my order after it's been placed?

Please contact our customer service immediately if you need to amend or cancel your order.
We strive to accommodate requests quickly. However, if your order is already in the dispatch process, cancellation may not be possible.
In such cases, we would advise proceeding to use our free returns here.

Can I order over the phone?

Absolutely! Our customer service team is available for phone orders from 9 am to 5 pm Monday - Saturday. Contact us on 01434 604 477.

Will I receive branded packaging with my order?

Yes, choose from these options after adding items to your basket:

• Pandora Gift Bag: for a branded box with a gift bag.
  (Pandora Only)

• Luxury Wrapping (£4.95): Select 'Luxury gift wrapping with card' for special occasions, includes gift wrapping, a personalised card, and full packaging.

Note: Orders without a chosen packaging option will not include a gift bag.

What payment methods are available?

You can pay for your order using any of the following methods:

• Credit/Debit Cards: Visa and Mastercard.

• PayPal, including the PayPal Pay in 3 option.

• Klarna, offering both Pay in 3 and Pay in 30 Days.

• Apple Pay and Google Pay.

Can I add a personal message with my order?

Our luxury gift wrapping service, available for £4.95, includes high-quality paper, ribbon, and the option to add a personalized message on a card.

Can I change my delivery address?

If you need to update the delivery address, please contact our customer service team promptly.

What is your return policy?
We provide free returns service, allowing you to return items for either a refund or an exchange. For complete information on how to proceed, please visit here.

How do I exchange an order?
To exchange an item, simply use our free returns service. Include your order number and the details of the item you wish to exchange. More information is available here.

How long does it take to process a refund/exchange?
Returns are typically processed within 1-3 working days, though this may extend during peak periods.

What if my purchase came with a free gift?
To allow us to process a refund for an order that included a free gift, please return the gift along with your order.

Can I return an item to a Pandora store?
Items purchased from our website should be returned using our free online returns service, which you can find detailed here.

Is your jewellery authentic?
Gift and Wrap is an authorised retailer for every brand we offer. Verify our Pandora online retailer listing here.

How do I select the right size?
Our ring size guide is available here. When selecting Pandora charm bracelets, opt for a size that's 2cm larger than your tight wrist measurement. Need more help? Our customer service team is here to assist you.

How should I care for my Pandora jewellery?
Keep your jewellery in top condition by avoiding exposure to harsh chemicals and removing it before bathing. For optimal care, use a Pandora polishing cloth, available here.

What is the warranty on your jewellery?
Pandora jewellery is covered by a 2-year warranty. For warranty information on other brands, please contact our customer service team.

What should I do if my jewellery is lost or stolen?
Our warranty does not cover lost or stolen items. We advise using safety chains for bracelets and insuring valuable pieces. Please note, general wear and tear, misuse, and tarnishing are also not covered under the warranty.

What are your opening times?
Our store in Hexham, Galleria Jewellery, is open from 9am to 5pm, Monday to Saturday. Find our contact details here.

What are your delivery options?
Discover our fast and secure shipping methods here.

Where do you deliver?
We offer delivery services to all locations across the UK, including Northern Ireland.

What if my order is lost in transit?
An order is considered lost if not delivered within ten working days (or five working days for Royal Mail Special Delivery) from the due date, unless proven otherwise.

What should I do if my order shows as delivered but I haven't received it?
If your order has been marked as delivered but you haven't received it, please let us know within 7 days of the delivery date shown.
We provide photo evidence of delivery to help ensure accuracy, but in case of any discrepancies, it’s important to report them quickly so we can assist you effectively. Please contact our customer service team with your order details, and we will investigate the matter promptly.