Shipping & Returns
Prices & VAT
- Our main prices are in British Pounds Sterling (GBP). The localised prices are using Shopify's exchange rates.
- Pansaro does not currently charge VAT on any order (UK or international). Your invoice will reflect no VAT charged.
- International customers are responsible for any import duties, local taxes, and carrier handling fees charged by their country.
Production & Dispatch
- Pansaro pieces are made to order. Please allow up to 6 weeks to reach you in the UK. International orders might take longer but they will be dispatched within 6 weeks.
- You’ll receive a dispatch confirmation and tracking once your order ships.
Delivery
- Shipping options and costs are shown at checkout.
- Delivery times are estimates provided by the carrier and may vary due to customs or local delays.
- We carefully package each piece in our Pansaro packaging and pouch for safe transit.
Customs & Import Charges (International)
- We cannot control customs decisions, duties, VAT, or handling fees in the destination country.
- If a parcel is returned to us due to refused or unpaid duties/fees or missed delivery, the outbound and return shipping (and any carrier return fees) will be deducted from any eligible refund.
Returns & Refunds
Unique, bespoke & personalised
- Unique, bespoke, resized, or personalised items are final sale and non‑returnable, except in the case of a manufacturing fault.
- This does not affect your statutory rights.
Core / Ready‑made items
- You may return ready‑made and core items in unused, saleable condition, with all labels and original packaging, within 14 days of delivery.
- 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.
- Return shipping, duties, and taxes are the customer’s responsibility. Original shipping costs are non‑refundable unless we shipped the wrong or faulty item.
Earrings (hygiene)
- For hygiene reasons, pierced earrings are non‑returnable (except if faulty).
- This does not affect your statutory rights.
Texture & Stones/Gems
- Natural stones/gems and hand‑finished textures vary. These variations are intentional and not considered faults.
Faulty or Incorrect Items
- Every piece is inspected before dispatch. If you believe you’ve received the wrong or a faulty item, contact us within 48 hours of delivery with your order number and clear photos of the issue and packaging.
- Once assessed and approved, we’ll arrange a repair, replacement, or refund as appropriate. If the item is confirmed faulty, reasonable return shipping will be covered by Pansaro.
How to Start a Return
- Contact us via our dedicated page with your order number and reason for return to obtain authorisation.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
- Repack the item in its original packaging and protective materials.
- Ship via a tracked, signed‑for service and keep your receipt.
You are responsible for paying to return the item back to us and any additional adjustment/resizing fees.
- Once received and inspected, eligible refunds are processed to the original payment method (typically within 10 business days of receipt).
You can read more in our Refunds Policy page.
Craft & Variation
Each Pansaro piece is handmade. Stone colour/shape, texture, and surface marks may differ slightly from photographs. These are part of the piece’s character and not faults.
This policy does not affect your statutory rights.
If you have any questions, please contact us and we’ll be happy to help.