Terms and Conditions


These Sales Terms apply for PANDORA eSTORE deliveries to The Netherlands, with the exceptions and modifications specified below.

This Website at the URL “http://estore.pandora.net” (hereafter "PANDORA eSTORE") is operated by Supplies Distributors SA, rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium (company number: BE 0475.286.142, VAT-number BE 0475.286.142) (hereafter "SDSA").

Products that you purchase via the PANDORA eSTORE will be sold to you by SDSA in its own name, as a business partner of PANDORA A/S (“PANDORA”).

SDSA and PANDORA believe strongly in protecting user privacy.

Purchasing of goods in the PANDORA eSTORE requires that you accept PANDORA’s privacy policy. Please go to PANDORA's [privacy policy] or information on how PANDORA collects and uses personal information from users of the PANDORA eSTORE.

Your purchases of any Products via the PANDORA eSTORE from SDSA will be governed by the following terms and conditions of Sales.

SDSA’s Terms and Conditions of Sale (hereafter "Sales Terms")

1. About These Sales Terms

These Sales Terms are applicable to all orders and purchases made in the PANDORA eSTORE ("Products").

With regard to the purchases in the PANDORA eSTORE, SDSA will communicate electronically by sending email or electronic posting. By using this online offering, you agree that all declarations of intent, notices, disclosures and other communications are provided electronically save any legal requirement that such communications be in writing.

These Sales Terms may change from time to time, stating their current effective date on the PANDORA eSTORE website. Any changed Sales Terms will apply to orders placed on or after the effective date, provided that the changed Sales Terms were noticeable from the website as the then current terms.

Before placing an Order for Products, you will be given reasonable possibility to read and will be required to accept these Sales Terms.

2. Your personal account

You will be required to create a user account (personal user identification or username). You are responsible for maintaining the confidentiality of your password and for restricting access to your password and your account, and you agree to accept responsibility for all activities and for each purchase that occurs under your account.

3. Placing an Order

To be able to buy Products you have to:

  • have accepted these Sale Terms and PANDORA eSTORE’s privacy policy;
  • provide your name and address, phone number, email address, payment details and other required information;;
  • provide a valid delivery address (Note that SDSA is unable to deliver to P.O. Box addresses and automated parcel distribution stations. Our orders are sent via a courier, that requests signature upon delivery.);
  • be the owner or authorised holder of a valid debit/credit card to buy the Products if paying with a debit/credit card; and
  • be the holder of a valid PayPal account to buy the Products if paying with PayPal.

  • You may place an order by proceeding to the checkout page after having clicked on the "ADD TO BAG" button.

    You agree that your order(s) is/are an offer to buy the Product(s) listed in your order under these Sales Terms. Every order of a Product is considered as a separate purchase. All orders are then subject to acceptance by SDSA who reserve the right not to accept any order without having to give any reason (including, but not limited to, orders which are suspicious of fraud).

    You will be provided with an opportunity to review your order(s), read and accept the Terms of Sale, check the total price and features of your order(s) and the information you have provided and correct any input errors before confirming your order(s).

    4. Order Processing and Contract Formation

    Once you have finalized your order(s) using the PANDORA eSTORE, SDSA will send an email to the email address you provided acknowledging receipt of the order(s) and setting out the details of the ordered Product(s) (Order Receipt Confirmation email). This email does not constitute an acceptance of your order(s) – only a confirmation that SDSA has received it.

    After receiving your order(s) and sending out the order receipt confirmation email, SDSA will check that the relevant Product(s) is (are) in stock. The contract between you and SDSA will only be concluded when SDSA emails you, confirming that all or part the Product(s) is/are still available and has/have been dispatched (Shipment Confirmation email). SDSA will not file an accessible copy of every version of these Sales Terms, but will send you an email of the applicable Sales Terms for each purchase along with the Order Receipt Confirmation email, for your records.

    You have the option to cancel your order at any stage by contacting SDSA Customer Care Centre for the PANDORA eSTORE before you have received your Shipping Confirmation email. Please also see our Imprint

    5. Prices, Shipping and Handling, Charges and Taxes

    The price charged for a Product will be the price shown on the individual Product information/presentation page at the time your order is placed and will be set out in the acknowledgement page that will be presented to you after finalizing your order and in your order receipt confirmation email.

    Prices for the Products include VAT or other applicable taxes but do not include charges for shipping and handling.

    Separate charges for shipping, handling and their related VAT or other taxes will be shown on a summary screen prior to finalizing your order and in your order receipt confirmation email. Shipping charges are based on the delivery location and method you select during the checkout process.

    6. Payment

    Payment shall be made by one of the following methods, as you select during the checkout process, VISA, MasterCard, iDeal or PayPal.

    Depending on the payment method you use payment will be realized in one (iDeal, PayPal) or two steps (credit cards).

    For credit cards (Visa, MasterCard), a reserve, called “authorization”, is taken at your checkout time. Approved credit and debit card types are also listed in the PANDORA eSTORE footer. In the event SDSA does not receive the authorization SDSA reserves the right to cancel your order. The value of your purchase(s) will be settled from the respective card once SDSA has sent you the Shipment Confirmation email.

    For iDeal and PayPal, the value of your purchase(s) will be settled at checkout time.

    7. Delivery

    You should normally allow 3-5 business days for standard delivery and 1-2 business days for express delivery for in stock items, provided that your payment is received before 3pm on the day that the order is placed. Delivery shall in any event take place within 30 days after the Shipment Confirmation email. Delivery is only made to the Netherlands, not including the Caribbean territories of the Kingdom of the Netherlands.

    SDSA reserves the right to substitute another carrier of equal or lesser cost to deliver your order. If Express Delivery shipping is required, please select that as your shipping choice.

    Each delivery will be preceded by your Invoice sent by e-mail.

    In case you unreasonably defer delivery or delay the receipt of delivery after SDSA has notified you that they have tried to deliver the ordered items to you, or if you have provided them with an incorrect delivery address which results in an unsuccessful delivery, the delivery package will be returned to SDSA and SDSA will be relieved of its duty to deliver the items within the delivery term.

    Our orders are sent via DHL and must be signed for upon delivery. If there is no one available to sign for a delivery then the parcel will be returned to the DHL depot and a contact card will be left in your mailbox. DHL will make a second delivery attempt on next business day. In case the second delivery is unsuccessful, DHL driver leaves a card with DHL contact details in order for you to arrange the delivery at your best convenience. Note that coli stays available in the DHL depot 10 business days as from the 1st delivery attempt.

    SDSA shall not be held responsible for delay or failure to perform, if the delay or failure is caused by any circumstances beyond its reasonable control including but not limited to acts of war or terror, strikes, national or local states of emergency, failure of transportation facilities, power or utility outages, earthquakes, or other natural disasters as well as your deferring or delaying of the delivery

    8. Product Availability

    SDSA does a best effort regarding the availability of any Product you order in the PANDORA eSTORE. This effort is on a "first in-first out" and "as long as the available stock permits" principle.

    If the Product you ordered is out of stock, the contract between you and SDSA will NOT be concluded and such Product will not be included in the Shipment Confirmation email that will be dispatched to you. In case any payment is made prior to the confirmation that the Product is out of stock (e.g. by iDeal or PayPal), SDSA will refund any sums paid by you as soon as possible and in any case within thirty days after SDSA has notified you that the Product is not available.

    9. Compatibility, Product Information

    Please take care when placing your order to ensure that the Products you purchase are compatible for the intended use. Please use the PANDORA eSTORE as your final point of reference when checking compatibility. In the event of a difference between the PANDORA eSTORE content and any other website (or any other source of information) the compatibility of Products as shown on the PANDORA eSTORE at the time of purchase will be seen as taking precedence.

    If a delivered Product is not as described or pictured, you may return it in unused condition and elect to have replaced, or to receive a full refund. In the event of a pricing error, whether on the PANDORA eSTORE, in an order confirmation, in processing an order or otherwise, you accept that SDSA has the right to correct such error and charge the correct price or cancel the order. If the actual price is more than the amount shown on your order confirmation SDSA will contact you with the correct price before processing your order, and your sole remedy in the event of such error is to cancel your order.

    If the Products you have received do not correspond to the ones you have ordered, or if your delivery is incomplete or damaged in transportation, please contact without delay SDSA [Customer Care Centre] either via email or by phone for assistance.

    10. Title to Products

    SDSA retains full legal title to Products until it has received all amounts due on the ordered Products in full. Title and risk to products passes from SDSA to you upon delivery.

    11. Return and Refund

    Notification of your right of dissolution within consideration time- For customers in The Netherlands

    Right of dissolution

    You have 14 (fourteen) days to dissolve your contract with SDSA regarding the item(s) you have purchased from the PANDORA eSTORE without giving any reason, by an unambiguous declaration, e.g. by the model form on the website, by letter or by email. The fourteen days period starts upon receipt of the item you have purchased from the PANDORA eSTORE, in case of a contract for the delivery of more than one item, after receipt of the last item of such contract, in case of recurring deliveries of items of the same kind, not before receipt of the first part of the delivery, and not before fulfilment of our duties of information. In order to meet the fourteens days deadline, it is sufficient to dispatch the dissolution declaration. The declaration has to be sent to: SDSA at rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium. Or by email to: estore-nl@pandora.net

    Legal consequences of dissolution

    In case of valid dissolution, performances received and emoluments taken, e.g. interest, are to be returned within 14 (fourteen) days. If the performances received and emoluments taken, e.g. benefits resulting from use, cannot be returned or can only partly be returned or can only be returned in deteriorated condition, you are obliged to compensate us insofar. You are only obliged to compensate us for deterioration of the item and for emoluments taken insofar as the emoluments taken or the corruption of the item is caused by an action which is beyond examination of the attributes and the functionality of the item. “Examination of the attributes and the functionality of the item” means the testing and trying out of the respective item as it would be possible and customary in a retail (offline) shop. Items which can be sent by parcel are to be returned by sending them as a parcel whereas costs and risk of return shipment are borne by us, provided you use the services of our reverse logistics partner Cycleon for the return shipment. If you choose to return the item by a different method, the costs and risk of the return shipment will be borne by you. Obligations to refund payment (including the initial delivery costs) shall be processed within 14 (fourteen) days. The fourteen days period commences for you with the dispatch of your declaration of dissolution, for us, the fourteen days period commences with the receipt of the declaration of dissolution. However, you can only enforce your right to a refund after receipt of the returned item by us or if you can deliver evidence of the return of the item within the fourteen days period.

    Exceptions to the right of dissolution within consideration time

    The right of dissolution does not exist regarding goods produced according your specifications or clearly tailored to your personal needs.

    End of notification of your right of dissolution within consideration time.

    All jewellery sets, with item numbers starting with B (ex. B800002-H) are bundled sets. Please note that if you have purchased a bundled set and wish to return it for a refund, the complete set must be returned.

    Return and complaints policy

    Notwithstanding your right to dissolve your purchase, if for any reason you are not completely satisfied with your purchase from the PANDORA eSTORE, you can return any item purchased from the PANDORA eSTORE within 30 days of receipt of the item for a refund of the purchase amount (excluding the initial delivery costs).

    To return any item you have purchased you must notify SDSA Customer Care Centre either via email or ordinary mail to SDSA at rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium or by telephone and request a return of the Products with a return form according to the return procedure.

    If you do not return the Product, under this additional right to return, SDSA reserves the right to charge you the costs directly incurred in arranging for its collection. SDSA reserves the right to seek compensation from you in relation to any Products that are returned in a used or damaged condition.

    Once SDSA has received and validated your returned items, SDSA will confirm receipt to you by email. Refund will then be processed by SDSA and confirmed by email. Please allow generally up to thirty (30) days after receipt of your e-mail for SDSA to process your refund, with exception for Christmas and other busy periods.

    If you wish to return multiple Products received in the same order shipment, you need to send back the returned Products all together in one shipment, for which there will be free freight.

    12. Warranties and Statutory Rights

    You have a statutory warranty that if the purchased item is defective. In such case, you may,

  • 1. demand cure (remedy of the defect or supply of an item free of defects, at your choice, unless such remedy or supply is not possible or reasonably not),
  • 2. if no cure can be demanded, dissolve the agreement or reduce the purchase price ; and
  • 3. demand damages.

  • The purchased item is free from material defects if, upon the passing of the risk, the purchased item has the agreed quality. To the extent that the quality has not been agreed, the purchased item is free of material defects

    1. if it is suitable for the use intended under the contract; and/or

    2. if it is suitable for the customary use and its quality is usual in items of the same kind and the buyer may expect this quality in view of the type of the item. Quality includes characteristics that the buyer can expect from the public statements on specific characteristics of the purchased item that are made by the seller, the producer or his assistant, including without limitation in advertising or in identification, unless the seller was not aware of the statement and also had no duty to be aware of it, or at the time when the contract was entered into it had been corrected in a manner of equal value, or it did not influence the decision to purchase the thing.

    SDSA will bear all expenses required for the purpose of cure, in particular transport, workmen’s travel, work and materials costs. SDSA may refuse to provide the kind of cure chosen by you, if this cure is possible only at disproportionate expense. In this context, account must be taken in particular, without limitation, of the value of the item when free of defects, the importance of the defect and the question as to whether recourse is possible to the alternative kind of cure without substantial detriment to you. Your claim is restricted in this case to the alternative kind of cure; SDSA’s right to refuse the alternative kind of cure too, subject to the requirements of sentence 1 above, is unaffected. If SDSA supplies an item free of defects for the purpose of cure, SDSA may demand the return of the defective item.

    You are only entitled to claim that the purchased item is defective, if you have reported the defect to SDSA with convenient speed after you have discovered or reasonably should have discovered. A report within a period of two months after that discovery is considered to be made in time. Legal claims, grounded on facts which would justify the conception that the purchased item is not in conformity with the agreement, become prescribed on the expiry of two years after the report has been made notwithstanding your right to appeal to a price reduction or a compensation for damages, as a defense against a right of action (legal claim) to obtain payment. Please retain your order confirmation/invoice or pass it on to the gift recipient as original proof of purchase which entails the warranty.

    Wearing counterfeit charms or charms by other brands on your PANDORA bracelet could damage the unique threading system. SDSA will not be liable, under the warranty or otherwise, for defects that are caused by such use

    13. Liability

    These Sales Terms set out the full extent of SDSA’s obligations and liabilities in respect of the Sale of the Products. In particular, SDSA will not be responsible for ensuring that the Products are suitable for your purposes.

    Nothing in these Sales Terms shall serve to exclude or restrict the statutory liability of SDSA for death or personal injury caused by SDSA’s intent or negligence or that of its employees, for any damages caused by SDSA’s intent or gross negligence or that of its employees, , or in a way that limits essential rights or duties inherent in the nature of the contract to such an extent that attainment of the purpose of the contract is jeopardised, or any other liability that cannot be excluded or restricted by law.

    SDSA shall not be liable whether in contract, tort or otherwise for any economic losses (including without limitation loss of income, profits, contracts, business or anticipated savings), loss of data, loss of goodwill or reputation or for any special, indirect, consequential or punitive loss or damage of any kind howsoever arising or for any claim by you and/or any third party except as expressly provided herein and except for any damages consequential to SDSA’s liability for death or personal injury caused by SDSA’s intent or negligence or that of its employees, for any damages caused by SDSA’s intent or gross negligence or that of its employees and except for in a way that limits essential rights or duties inherent in the nature of the contract to such an extent that attainment of the purpose of the contract is jeopardised.

    14. Severability

    If any provision of these Sales Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from these Sales Terms and not affecting the validity and enforceability of any remaining provisions. The unlawful, void or for any reason unenforceable provision shall be replaced by a valid provision that comes closest to the economic purpose of the unlawful, void or for any reason unenforceable provision.

    15. Contact details

    SDSA [Customer Care Centre] will assist you with any PANDORA eSTORE order related questions or complaints.

    You can contact SDSA either via email (estore-nl@pandora.net) or by phone (0808 2345 431) Monday to Friday 08:00 -18:00 , except on Belgian public bank holidays (listed below) or in writing to Supplies Distributors SA, rue Louis Blériot 5, 4460 Grâce-Hollogne, Belgium.

    SDSA’s Customer Care Centre is closed on the following Belgium bank holidays:

  • 25 December (Christmas Day)
  • 1 January (New Year's Day)
  • Easter Monday
  • 1 May
  • Ascension Day
  • Whit Monday
  • 15 August
  • 21 July
  • 1 November
  • 11 November

  • 16. Governing law and Jurisdiction

    These Sale Terms and your purchase of products from SDSA through the PANDORA eSTORE shall be governed by and construed in accordance with the laws of the Netherlands.

    Last updated June 13, 2014