How can we help you?

Once our payment provider processes your payment, we will send an order confirmation to the email address you provided when placing your order.

Please contact our Customer Service team (help@photopandora.eu) as soon as possible. If your order wasn‘t engraved or sent, it’s possible we may still be able to change or cancel it.

However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.

Important: Once we begin the process of producing your made-to-order items we are no longer able to cancel it, as the order is being pushed directly to our manufacturers. Please note that you are still able to return or exchange your received timepiece at any time, as we are offering 30 days returns/exchanges.

Please contact our Customer Service team (help@photopandora.eu) as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible that we may still be able to change the shipping address. 

However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.

Orders are processed very quickly. It is not possible to change your billing address once an order has been placed and you have received the order confirmation email.

"Procesing time" is the time we need to make your order from receiving it to engraving and shipping.
At the moment processing time is 3-7 working days.

Credit cards (Visa, Mastercard and American Express), which is processed via Stripe Inc., or PayPal are accepted.

Check to see if your billing address is different from your order’s shipping address. Stripe, our payment system, automatically blocks these transactions for your protection. In that case, we recommend you use another payment method.

As we're not able to see what is causing this error, some of the most common reasons may be:

- incorrect zip code;

- incorrect verification code or card details;

- insufficient funds / expired card;

- declined due to an international purchase (check if this feature is available for your card);

- declined by the bank.

We always recommend getting in touch with your bank personally in order to clarify why your transaction cannot be verified.

Photo Pandora only accepts payments made in EUR and USD. If your local currency is unavailable, your order will be charged in EUR or USD for a competitive exchange rate.

Photo Pandora only accepts payments made in EUR or USD. The conversion rate and conversion fee may be applied by your bank/PayPal, therefore, it might happen that you have been charged more. Photo Pandora cannot control and is not responsible for any additional charges applied by your bank/PayPal.

Refunds are issued via the original payment method and will normally appear within 14 business days, depending on the processing time of your payment provider. 

We currently do not offer this option. If you would like items to go to separate addresses, you will have to place a separate order for each address.

Shipping fees are calculated depending on your order total weight and measurements. However, prior to confirming your order, you’ll be able to select standart or expedited delivery options and review the prices for each option. 

We provide worldwide delivery on all orders.

You’ll be able to select a delivery option and review prices for each option during the checkout.

Shipping time for in-stock items will very much depend on the courier you choose, since our Express and Economy couriers might take from 4-7 business days, whereas, our standard shipping may take slightly longer to deliver. In both cases, you will receive a tracking number shortly after placing your order so you’ll know exactly when your package is scheduled to arrive. 

Our fulfillment facility begins processing your order within 3-7 business days after it is submitted. Keep in mind that packages aren’t transported over weekends or local public holidays.

Due to the unprecedented demand for our collections, and the artisan limited capacity of our workshop, these orders are shipped on a first-come, first-served basis. This helps to ensure that every order receives the attention worthy of a Photo Pandora services. 

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If you're not happy for any reason, you can return any of your purchased Photo Pandora items within 90 days of receiving your order, provided the items are unused and in their original condition.

Furthermore, if your original order is unworn, we’re more than happy to exchange it for a model that’s more to your liking. Simply email us to arrange an exchange via help@photopandora.eu.

Yes! You will receive a tracking number once your order has been dispatched from our warehouse.

All of our orders are shipped from our European warehouse. 

If your country is not available in our checkout please contact us at help@photoapandora.eu with your order details and we will try to help you to proceed with your order.

We also cannot ship directly to APO/FPO, PO BOX or Parcel locker addresses. Since we cannot track packages after their arrival at these drop-off points, we are reluctant to make shipments that may be misdirected or lost.

After your order is processed and dispatched, you will receive an email with the tracking information. If you have not received an email, please make sure to check your spam folder as well. We strongly recommend checking the tracking information frequently to avoid the parcel being rerouted back to our warehouse. Please note that the claim for the lost parcel cannot be submitted and the investigation cannot be opened if more than 45 calendar days passed from the dispatch date.

·        If available, please check the alternative tracking numbers which you can find in the carrier’s website. If the tracking information is discontinued for over a week, we recommend following up with your local post/customs office for more details.

·        If the tracking ID shows that the parcel is delivered but you haven’t received anything, we strongly recommend to check with other residents of the delivery address and closest neighbors/receptionists.

·        If you have not received your order within 60 calendar days after the dispatch of the parcel, please contact us at help@photopandora.eu.

After your email was received, the responsible representative will get back to you within 24-48 hours. Lost parcel investigation will continue for 14 working days. If any updates appear, you will be informed personally via email.

If the parcel is confirmed as lost, we will proceed with the store credit of your paid amount for the original order or the replacement of the order.

IMPORTANT:

The replacement of the order will be shipped to the address provided in the submitted form. The store credit for the order will be provided to the email address that was used for the original order.

We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item or your order is missing items, please inform us via email at help@photopandora.eu, within 7 days from the date received.

After your email is received, the responsible representative will get back to you within 24-48 hours. The investigation will continue for 14 working days. If any updates appear, you will be informed personally via email.

IMPORTANT:

The replacement of the order will be shipped to the address provided in the submitted form. The store credit for the order will be provided to the email address that was used for the original order.

Please carefully examine your package as soon as it arrives. If any of your ordered products have been damaged (whether visible or hidden) during transit, please report the damage to the carrier within 7 days. Transportation damage must also be reported to Photo Pandora within 7 days of receiving your order. You can do it by sending an email to help@photopandora.eu.

After your form is submitted, the responsible representative will get back to you within 24-48 hours. The investigation will continue for 14 working days. If any updates appear, you will be informed personally via email.

If the parcel is confirmed as damaged, we will proceed with the store credit of your paid amount for the original order or the replacement of the order.

IMPORTANT:

The replacement of the order will be shipped to the address provided in the submitted form. The store credit for the order will be provided to the email address that was used for the original order.

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. However, it may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Photo Pandora cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

We do not make partial shipments which means that we will wait until all the products you ordered are available until we ship. Unfortunately, we are not able to facilitate customers picking up their orders directly.

As noted on our website, if you order from outside the EU, you may have to pay import duties and taxes upon the arrival of the package to the shipping address. Photo Pandora  cannot control and is not responsible for any duties/taxes applied to your package. The customer is responsible for paying additional charges for customs clearance if these charges are not paid the parcel will be returned to the sender. Customs policies vary widely from country to country; please contact your local customs office for further information. 

 Note, on rare occasions, customs agents may delay the delivery of some packages.

If the delivery attempt was unsuccessful, please contact the delivery services and arrange the second attempt. 

If the package is not received within a certain period of time, the delivery services will return it back to the warehouse and the reshipment will be available as soon as the package has safely arrived back to the warehouse. A responsible representative will contact you in such scenarios and reship the package once again.

As an important part of our value chain, we offer a 90-day return policy, the item you wish to return must be in mint/unworn condition. You will receive a refund once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories included). If you would like to request a return for your order, please contact us via help@photopandora.eu so our support team could send you further instructions. 

After you receive a confirmation from a customer support representative the returning item should be sent to Photo Pandora within 7 days. Please note that the shipping costs incurred during the delivery of your parcel will not be included in your refund.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Yes, you can change your Photo Pandora item within 90 days of receiving your order. As with returns, the item you wish to exchange must be in mint condition with all original packaging and components. 

You will receive Photo Pandora store credit, once the product has arrived back at our warehouse and we have assessed its condition (in original packaging with all components and accessories/gifts included). You may exchange it for a product of equal or lesser value; we will refund you the difference for lower-priced items and bill you for the difference for a higher-priced product.

After you receive a confirmation from a customer support representative the exchanging item should be sent to Photo Pandora within 7 days. Please note that the shipping costs incurred during the delivery of your parcel will not be included in your store credit.

In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

If you would like to request an exchange for your item, please contact us at help@photopandora.eu, so our support team could send you further instructions.

As soon as your item is received in the warehouse and inspected by the quality specialists to be in mint condition, we will send an email to confirm the completion of your refund.

Our USB are inspected and warranted for 1 year from the date of purchase against all manufacturing defects.

For warranty repairs, the defective USB must be registered as soon as possible by contacting us via help@photopandora.eu. In your email, please specify your name and order number, and provide a detailed description of the issue.

Please note, your warranty does not cover:

·        Failure or damage resulting from improper use, lack of care, or accidents (i.e. knocks, dents, crushing, broken surface, etc.);

·        Aesthetic changes resulting from normal wear, tear and aging.

·        Excessive contact with water may cause damage to the USB. Water penetration or damage caused under these circumstances will not be covered by warranty;

·        Photo Pandora USB serviced by non-certified repair staff.

Your warranty USB should be shipped separately from your other order. 

If you would like to request warranty service for your USB please contact us at help@photopandora.eu.

If your order is damaged in a manner not covered by our warranty terms, please email our support team (help@photopandora.eu). We will try to help you as much as we can.

All of our boxes are created to last. Depending on the box model, it's durability can change. But if the box is not damaged by outside measures it should last at least 1 year.