FAQ
General
Where are Pansaro pieces made?
Every piece is designed and handcrafted in Bristol, UK, then hallmarked in London(Goldsmiths’ Company Assay Office).
What materials do you use?
Primarily solid 925 recycled Sterling Silver. All of our pieces are available upon request in 9ct and 18ct yellow or white gold.
Surface textures vary intentionally making each piece unique. We also use stones/gems in some of our pieces.
Are Pansaro pieces hallmarked?
Yes all Pansaro items are independently tested and hallmarked in London, assuring metal purity and provenance. Our maker's mark is "PAN".
Will my piece look exactly like the photos?
Since all of our pieces are hand-finished, there might be slight variations.
Our Unique pieces are one-of-one so no two pieces will be exactly the same. Natural stones vary in shape and colour and are sometimes set or cast directly into the metal.
These variations are part of the piece’s character, not faults.
How should I care for my jewellery?
- Wipe after wear with a soft cloth and store it in your Pansaro pouch.
- Avoid chemicals, lotions, and swimming to protect the finish.
- Sterling silver naturally develops a patina. Use a polishing cloth to maintain shine.
Commissions & Personalisation
Some designs allow for engraving, finish adjustments, or stone selection. Share your idea and we’ll confirm options before proceeding.
What is Pansaro’s approach to sustainability?
Every piece is handmade in Bristol, UK, prioritising the environment, people, and the arts community that inspires our work. Read more on our Sustainability page.
Sizing & Fit
How do I find my ring size?
Nothing can beat a ring sizer or visiting a local jewellery shop to find your size. If neither are available then please visit our Ring Size Guide page.
Can you resize my ring?
In most cases, yes. Contact us with your order number and the desired size and we’ll confirm feasibility, timing, and costs before authorising a return for resizing.
Orders & Lead Times
How long does it take to make a Pansaro piece?
Every Pansaro piece is handmade in Bristol and typically takes up to 6 weeks, allowing time for hand-crafting, stone selection (if required), hallmarking, and finishing.
Can I request a custom commission?
Yes, select pieces can be customised (e.g., sizing, finish, stone choice). Share your idea and we’ll advise on feasibility, price, and timeline.
Shipping
Where do you ship and how?
We ship worldwide via tracked, signed-for services. Options and costs appear at checkout. If your country is not available, please get in touch with us to ask.
You can find more info in our dedicated page.
Will I pay VAT or sales tax at checkout?
Pansaro does not currently charge VAT on any order (UK or international). Your local customs authority may still apply import duties/taxes on arrival.
What about customs and import fees?
International customers are responsible for import duties, taxes, and carrier handling fees set by their country. If charges are refused and the parcel returns to us, outbound/return shipping and carrier return fees are deducted from any eligible refund.
Returns & Exchanges
What is your return policy?
- Core & Ready-Made items: Please contact us within 14 days to obtain a return authorisation, once authorised, return the item via a tracked, signed‑for service within the next 14 days.
- Unique, bespoke, resized, or personalised items: final sale(non-returnable), except for if faulty.
For hygiene reasons, pierced earrings are non-returnable, except if faulty.
Please ensure that all pieces returned are in perfect condition, unused, with all labels and original packaging.
Return shipping, duties, and taxes are the customer’s responsibility. Original shipping costs are non‑refundable unless we shipped the wrong or faulty item.
Please read more in our Shipping & Returns and Refund Policy pages.
Do you refund shipping costs?
Original shipping is non-refundable unless we shipped the wrong or faulty item.
Do you offer exchanges?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.