Here we aim to answer some of the questions we are most often asked. If you can't find the answer you're looking for, please contact us — we're always happy to help.
Are you an official Pandora retailer?
No. We are not an official Pandora retailer, reseller, collaborator or partner. We do not purchase wholesale or outlet stock directly from Pandora.
We are an independent preloved jewellery business. We simply buy Pandora jewellery from individuals who no longer wear or want their pieces, carefully clean and restore them, and give them the opportunity to be loved by a new owner.
What Makes Your Business Different?
We started this business because we believe beautiful, well-made jewellery deserves a second life. Pandora jewellery is made to be treasured, and we don't believe a piece should lose its value simply because its first owner no longer wears it.
Silver and other precious metals are valuable and limited resources, and mining new materials has an environmental cost. By giving preloved jewellery a new home, we're helping make the most of the beautiful materials that already exist rather than letting perfectly good pieces sit forgotten in drawers.
But for us, it's about more than sustainability. It's about the stories behind the jewellery. One of our favourite parts of what we do is hearing from customers about why a particular charm matters to them, whether it represents a loved one, a special milestone, a place they've travelled to, a personal achievement or a memory they never want to forget.
We carefully source, authenticate, clean, restore and hand-polish every piece before giving it the chance to become part of someone else's story.
Because a charm may be preloved, but the memories it carries can last forever.
Are all your Pandora pieces genuine?
Yes. Authenticity is extremely important to us. Every piece is inspected before it is listed for sale.
Our authentication process includes examining the item's hallmarks, markings, design, construction and overall characteristics. Where appropriate, we also use a magnet test and jewellery acid testing as part of our checks.
For particularly rare or commonly counterfeited pieces, such as certain Disney Princess charms and Murano glass charms, we take the extra step of having the item checked in a Pandora store where possible.
We would rather spend extra time verifying a piece than risk selling something we're not confident is genuine.
What if I believe my purchase isn't genuine?
Your confidence in what you purchase from us is extremely important.
If you independently have a piece verified and it is found not to be genuine, please contact us. We will ask you to return the item and, once returned, we will provide a full refund. We are also happy to provide a return postage label in this situation.
We stand behind the authenticity of the jewellery we sell.
Every piece has already had a story. We're here to help give it its next one.
How can I recognise genuine Pandora?
There are several things you can look for when checking Pandora jewellery.
Genuine Pandora pieces will normally have appropriate maker's and metal marks. The maker's mark commonly associated with Pandora is ALE, while sterling silver pieces are generally marked S925, indicating 92.5% silver. Older pieces may have different marking conventions depending on when they were manufactured.
However, a hallmark alone does not guarantee authenticity. Counterfeit pieces can sometimes carry convincing markings, which is why we look at the piece as a whole — including its weight, finish, craftsmanship, markings and design details.
If you are ever unsure about a Pandora piece, we recommend having it professionally checked rather than relying on one test alone.
Are your pieces made from sterling silver?
Many of our older and retired Pandora pieces are made from sterling silver, generally marked S925. Pandora describes sterling silver as 92.5% pure silver combined with other metals for durability.
However, Pandora uses a range of materials and finishes, including plated jewellery and different metal alloys. We therefore provide the relevant material information on individual product listings whenever possible.
What does 925 ALE / S925 ALE mean?
925 indicates sterling silver, which is 92.5% pure silver. ALE is a maker's mark associated with Pandora. However, markings can vary depending on the age, collection and material of a piece, so we consider the overall characteristics of each item when assessing authenticity.
What does ALE MET / ALE R mean?
ALE MET / ALE R are markings you may find on certain Pandora Rose jewellery. ALE is Pandora's traditional maker's mark. The MET or R relates to the metal/finish used for the piece. Pandora Rose jewellery is made using a unique metal blend with a rose-coloured finish, rather than being solid rose gold.
What does G585 ALE / 585 ALE mean?
G585 ALE is a marking found on some Pandora gold jewellery. The 585 indicates that the piece is 14ct gold, meaning it contains 58.5% pure gold. The G refers to gold, while ALE is Pandora's traditional maker's mark. If you see G585 ALE on a Pandora piece, it is a strong indication that the item is made from 14ct gold and carries Pandora's maker's mark.
Why buy preloved Pandora?
Preloved Pandora gives you the opportunity to find pieces that may no longer be available in stores.
Many retired charms become increasingly difficult to find once they are discontinued, particularly rare, limited-edition, country-exclusive and Disney designs.
Pandora has also announced the introduction of platinum-plated jewellery as part of a move to diversify its materials and reduce reliance on sterling silver amid significant silver-price volatility. As Pandora's material mix evolves, older sterling-silver pieces and retired designs can become even more interesting to collectors and enthusiasts, particularly when they are rare or no longer produced.
What happens when you receive a preloved piece?
Every piece goes through our own preparation process before it reaches you.
We first inspect the jewellery and assess its condition. It is then cleaned in an ultrasonic bath using a jewellery cleaning solution, dried thoroughly and finally hand-polished with a microfibre cloth and Goddard's silver polishing paste, where appropriate for the material and finish.
Our aim is to give every piece a fresh start while preserving the character and condition that comes with owning preloved jewellery.
Does every piece look brand new?
No, and we don't want to pretend that it does.
Our jewellery has been previously loved, so some pieces may show signs of wear depending on their age and history. We carefully inspect each item and provide photographs and descriptions to help you understand its condition before purchasing.
Some retired pieces may have minor marks or signs of previous wear, while others can look exceptionally well preserved.
Do you sell rare and retired Pandora?
Yes. This is one of the things we love most about preloved Pandora.
Our collection includes retired, discontinued, rare, limited-edition, Disney, country-exclusive and hard-to-find pieces. Stock changes regularly, so if you're looking for something specific, it's always worth contacting us.
Why are some retired Pandora pieces expensive?
Retirement can change the availability and desirability of a Pandora design.
Once a charm is discontinued, the number of pieces available on the secondary market can gradually decrease. Rarity, demand, condition, collection, age and how difficult a piece is to find can all influence its value.
This is particularly true of certain Disney, Murano, limited-edition and country-exclusive pieces.
Can you find a specific Pandora charm for me?
Absolutely. If you're searching for a particular retired or hard-to-find charm, contact us and let us know what you're looking for.
We are constantly sourcing new collections from people who are selling their preloved Pandora, so we may be able to help — even if the piece isn't currently listed on our website.
Do you buy Pandora jewellery from customers?
Yes!
If you have a Pandora collection that you no longer wear, we'd be happy to hear from you. Simply contact us with details of the pieces you have, ideally including some clear photographs.
We regularly buy collections from individuals and give those pieces a new life with new owners.
How is my jewellery packaged?
We take care to make sure your jewellery arrives safely.
Each piece is placed inside a sealed protective bag before being securely packaged inside a bubble-wrap style protective mailer.
We want your jewellery to arrive safely while keeping the packaging practical and secure for postage.
Can I add genuine Pandora gift packaging?
Yes. If you'd like your purchase presented as a gift, genuine Pandora gift boxes and gift bags can be purchased as an additional option and added to your basket.
When selected, we will include the genuine Pandora packaging with your order and carefully place your jewellery inside the Pandora box before packaging it securely for delivery.
This is a great option if you're buying a preloved piece as a gift.
How quickly will my order be dispatched?
We aim to dispatch all orders within 48 hours of purchase.
Every order is carefully checked, prepared and securely packaged before it leaves us. We'll always aim to get your jewellery on its way as quickly as possible.
Do you offer tracked shipping?
Yes. We plan to offer tracked delivery so that you can follow your order from the moment it leaves us until it reaches you.
Available shipping options and prices will be displayed at checkout.
Do you ship internationally?
Yes. We want Pandora lovers around the world to be able to discover our preloved pieces, so we plan to offer international tracked shipping.
International delivery times and costs will vary depending on the destination. Any applicable customs charges, duties or taxes are the responsibility of the buyer unless otherwise stated at checkout.
Can I return my purchase?
Yes. We want you to feel confident when buying from us.
If you are not happy with your purchase, please contact us and follow the returns process outlined on our website. Items must be returned in accordance with our returns terms and in the condition required by those terms.
If an item is independently verified as not genuine, our authenticity guarantee applies and we will provide a full refund once the item has been returned, including a return postage label where applicable.
What is your returns policy?
We want you to feel confident when buying preloved jewellery from us. If you have received your order and something isn't right, please contact us as soon as possible and we'll be happy to help.
How long do I have to return an item?
For eligible online purchases, you can request a return within 14 days. Please contact us before sending anything back so that we can provide the correct return instructions.
What condition must an item be in to be returned?
Returned jewellery should be sent back in the same condition in which it was received, with no additional wear or damage. We carefully inspect every item before dispatch, so we ask that you take care when trying on or handling your jewellery.
What if my item arrives damaged or I receive the wrong item?
Please contact us as soon as possible if your order arrives damaged, defective or you have received the wrong piece. Please include photographs where possible so we can assess the issue and arrange an appropriate solution.
We will always aim to put genuine problems right.
What if I damage the jewellery after receiving it?
We cannot accept responsibility for damage caused after delivery through wearing, accidental damage, misuse or incorrect care.
Because our jewellery is preloved, we photograph and describe its condition before sale. Please take care when handling your purchase and follow our jewellery-care recommendations.
What if I think my Pandora piece isn't genuine?
Authenticity is extremely important to us.
If you have concerns about the authenticity of a piece purchased from us, please contact us. If the item is independently verified as not genuine, we will arrange a full refund once the item has been returned, and we are happy to provide a return postage label in this situation.
We stand behind the authenticity of the jewellery we sell.
How do I request a return?
Please contact us through our website with your order number and details of the item you wish to return.
We'll provide you with the relevant instructions and return address. Please do not send an item back without contacting us first.
Who pays for return postage?
Return postage arrangements depend on the reason for the return and the applicable consumer rights. If an item is faulty, damaged, incorrect or is covered by our authenticity guarantee, we will arrange appropriate return postage where applicable.
When will I receive my refund?
Once we receive your return, we'll inspect the item and confirm the outcome with you. Approved refunds will be made to the original payment method.
Please allow additional time for your bank or payment provider to process the refund and return the funds to your account.
Can I exchange an item?
If you'd like a different item, the simplest option may be to return the original item where eligible and place a new order for the piece you'd like instead. Please contact us first and we'll be happy to help.
Why do you have a returns process for preloved jewellery?
Every piece we sell is individually sourced, authenticated, cleaned, photographed and described. Because our stock often consists of rare, retired and one-of-a-kind pieces, we need to carefully manage returns so that every item remains traceable and in the condition in which it was sold.
Our priority is to treat every customer fairly while protecting the quality and authenticity of our preloved collection.
How can I hear about new arrivals?
Find us on Instagram and Join our email list to be among the first to hear about new arrivals, rare finds, retired Disney pieces, limited editions and special offers.
Our stock changes regularly, and some pieces are available in very small numbers — so signing up is the best way to avoid missing something special.
Still have a question?
We're always happy to help.
If you have a question about authenticity, a particular charm, condition, shipping, buying your collection or anything else, please get in touch with us and we'll do our best to help.