FAQ

How do we order?

Steps necessary to be always well-dressed:

  1. Go to the store website
    www.pandora-factory.com
  2. Find the product
    Browse categories or use the search bar, but always remember that it is impossible to get out from the website without purchasing something you need!
  3. Open the product page
    Select options like:
    • Size – please pay special attention to your measurements
    • Color – may slightly differ from the website
    • Quantity – of your choice, but one item is never enough :)
  4. Click “Add to Cart”
  5. Go to Checkout
    Click the cart icon → Checkout
  6. Enter your details
    Shipping address – please use the most accurate information that you have! It is very important for the product to find you!
    Email / phone – necessary in order to communicate where your important purchases are.
  7. Choose shipping method
    Whatever method you choose, the purchased goods will definitely find you!
  8. Enter payment information
    Card
  9. Click “Pay Now / Complete Order”
    After payment, you’ll receive an order confirmation email.

How do we pay?

You may pay by card (Visa/Mastercard).

How long does it take for my product to be delivered?

All orders are processed within 1–3 business days. Estimated delivery times depend on destination country and begin once the order has been dispatched.

  • Romania: 1–2 business days
  • EU countries: 3–10 business days
  • Remote regions and islands: up to 14 business days

How can I return or exchange a product?

We, at Pandora Factory, feel confident that once you try the item purchased, you will never want to let it go! But, if you still change your mind, you can request a return within 14 days of receiving your order.

  1. Send us an email at support@pandora-factory.com and include:
    • Your order number
    • The item(s) you want to return
    • The reason for return (optional)
  2. We will reply with the return instructions and the return address.
  3. Pack the item securely (preferably in the original packaging) and send it back using a trackable shipping service.

Return Conditions

To be eligible for a return or exchange:

  • Items must be unworn, unwashed, and unused
  • All original tags must be attached
  • The product must be free of stains, makeup, perfume, or damage
  • The return must be sent within 14 days after the return request

For hygiene reasons, underwear, bodysuits, socks, and earrings cannot be returned unless defective.

Exchanges

We do not process direct exchanges. If you need another size or color:

  1. Return the original item for a refund
  2. Place a new order for the desired item

This is the fastest way to ensure availability.

Refunds

After we receive and inspect your return:

  • Your refund will be issued within 14 days
  • The money will be returned to your original payment method

Return Shipping Cost

Customers are responsible for return shipping costs unless:

  • The item is defective
  • We sent the wrong product

Important: Please do not send items back before contacting us first. Returns sent without a return request may not be accepted.

What is the Customer Support Service?

Our Customer Support Service is here to help you with any questions or issues related to your order or our products.

You can contact us for:

  • Order status and tracking information
  • Delivery questions
  • Returns and refunds
  • Size or product information
  • Payment or billing issues
  • Address changes after placing an order

How to Contact Us

Email: support@pandora-factory.com
Our support team will respond within 24–48 business hours (Monday–Friday).

Please include your order number in your message so we can assist you faster.