Shipping & Delivery Policy

Last updated: May 15, 2026

This Shipping & Delivery Policy describes how Pandora Prod SRL ("Company", "we", "our", "us") ships and delivers orders placed through www.pandora-factory.com. Our warehouse is located in Romania, and we ship to customers across the European Economic Area (EEA). By placing an order, you agree to this policy.

1. Processing Time

Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays). Orders placed on weekends or holidays will be processed on the next business day.

2. Delivery Areas

We currently deliver to countries within the European Economic Area (EEA). If your country is not available at checkout, delivery is not currently supported.

3. Shipping Methods and Estimated Delivery Times

Estimated delivery times after dispatch:

• Romania: 1–3 business days
• European Union countries: 3–10 business days
• Remote areas or islands: up to 14 business days

Delivery times are estimates and not guaranteed.

4. Shipping Costs

Shipping fees are calculated at checkout based on destination and order weight. Free shipping may be offered for orders above a specified value, which will be displayed on the website.

5. Tracking Orders

Once your order is shipped, you will receive a shipping confirmation email containing a tracking number and tracking link (if available).

6. Delays

We are not responsible for delivery delays caused by couriers, customs authorities, severe weather, strikes, or other circumstances beyond our control.

If we fail to deliver the Goods within 30 days (unless otherwise agreed), the Consumer may grant us an additional reasonable period for delivery. If delivery is not made within that additional period, the Consumer may terminate the Contract and receive a full refund.

7. Incorrect Address

Customers are responsible for providing an accurate shipping address. If an incorrect address is provided and the parcel is returned to us, additional shipping charges may apply for reshipment.

8. Failed Delivery

If a delivery attempt fails and the parcel is returned to us, we may:

• Reship the order (additional shipping cost may apply), or
• Cancel the order and refund the product price excluding shipping costs.

9. Damaged or Lost Parcels

If your parcel arrives damaged or appears lost in transit, please contact us within 48 hours of the expected delivery date at support@pandora-factory.com with your order number and any relevant photos. We will work with the courier to resolve the issue and may offer a replacement or refund where appropriate.

10. Customs and Import Duties

Orders shipped within the European Union generally do not incur customs duties. However, customers outside the EU (if applicable) are responsible for any import duties or taxes imposed by their country.

11. Contact Information

Company: Pandora Prod SRL
Address: 73, Cuza Voda Street, 620034 Focsani, Vrancea
Country: Romania
Email: support@pandora-factory.com