Delivery & FAQ

What are my delivery options?

We offer three delivery options; two choices for home delivery, or you can collect from a store:

Royal Mail Tracked Delivery (1-3 working days)
Orders under £75 - £2.95
Orders over £75 - FREE

Tracked in 5 locations. Does not require a signature. 97% guaranteed to arrive within 24 hours.

Royal Mail Express Delivery (1-2 working days)
Orders under £200 - £5.95
Orders over £200 - FREE

Guaranteed to be delivered before 1pm*. Requires a signature.

Store Collection (1-3 working days)
All orders - FREE

Collect your order from either of our Hugh Rice stores in Hull and Harrogate, or our two Luxe stores in Beverley and Wakefield.

*Please note all Royal Mail Express Delivery orders must be placed before 12pm Monday to Friday to be delivered the next working day.

When the above services are not available we will send parcels Royal Mail 1st Class Recorded Signed For. Unfortunately, we are unable to follow special instructions e.g. ‘Leave in Porch'.

Can I collect my order?

Yes, orders can be collected from either of our Hugh Rice stores in Hull and Harrogate, or our two Luxe stores in Beverley and Wakefield, free of charge. Simply select one of these stores for collection when placing your order.

Orders will be ready to collect within 1-3 working days; we will send you an email when your order is ready. Please ensure that you bring proof of identification with you when you visit the store to collect your order.

Please note: Click and Collect orders are not eligible for finance.

How long after I place my order will it be dispatched ?

Orders placed before 12pm Monday to Friday with Royal Mail Express Delivery will be dispatched the same day and delivered the next working day.

All other orders are processed and dispatched the next working day. Our hours of operation are 9am-5pm Monday to Friday, please take this into account for delivery times.

Exceptional circumstances and special orders are expected to take around 2-6 weeks.

During sale, busy periods and Bank Holidays, we may require extra processing time and we will keep you informed of any delays. 

Will I be able to track my order?

With Royal Mail Tracked your parcel will be scanned and tracked in 5 locations, and you will be informed be the Royal Mail regarding its progress on its way. You can track your parcel by following this link and inputting the tracking number provided by the Royal Mail https://www.royalmail.com/track-your-item

Do you send PANDORA items in PANDORA boxes, packaging and PANDORA bags?

When available all PANDORA items will be individually boxed and dispatched with a PANDORA bag. Only on very rare occasions do we run out of PANDORA boxes or bags but during these times boxes will be replaced for genuine PANDORA pouches. Please note all sale items will be sent in a PANDORA pouch.

Smartwatch & Activity Tracker Orders

Please note our smartwatch and activity tracker range will arrive in a sealed cellophane wrapper, once the seal is broken your watch is no longer eligible for a refund, unless faulty. For full smartwatch and activity tracker returns terms and conditions click here.

I live outside the UK can I purchase a gift for a friend or relative in the UK?

Yes, orders can be placed from most countries outside the UK providing the delivery address is within the UK. We are unable to deliver to any addresses outside of the UK.

Can I have my order delivered to a different address than my own?

Orders can be delivered to addresses other than the bill payers at our discretion. You will be provided with the opportunity to enter a different shipping address during the checkout process.

Do you sell authentic products/genuine PANDORA?

We are an authorised retailer for all brands we stock, including PANDORA. We have 14 bricks and mortar stores, including 10 PANDORA franchise stores. Shop online or visit our Store Locator Page to find a store near you.

How do I return my order?

You can return your order within 30 days from date of purchase for a full refund or exchange of unwanted or damaged goods. Items must be returned in their original condition using the Royal Mail Tracked Returns service. Please include a copy of your invoice and a reason for return within the parcel. You should receive a pre-paid label with your delivery, however if this is something you need to replace please visit the Royal Mail website where you will be able to create a new label:

http://www.royalmail.com/track-my-return/create/455

If you do not have access to a printer, you can use the Royal Mail's Labels to Go service to print at one of their branches. Full details are available here:

https://personal.help.royalmail.com/app/answers/detail/a_id/4130/

For reasons of hygiene and public health, you may not return or cancel your order for any jewellery which passes through the skin (such as earrings) once they have been dispatched. Nothing in this term and condition is intended to affect any statutory rights you may have as a consumer.

Please allow up to 10 working days for your return to be processed.

Any products purchase from the 31st October 2018 can be returned or exchanged up to and including 20th January 2019, after which the policy shall revert back to the usual terms of 30 days.

For full Returns Terms & Conditions click here.