FAQs

Information - Help - Frequently Asked Questions

Contents

General
General
QHow can I reach Customer Services?
Our knowledgeable customer service team will deal with your queries by phone, email, or talk to us with Live Chat. Customer service is available Monday to Friday 9:00am to 5pm. For full details please visit Contact Us.A
QI have never bought jewellery online: How can I be sure I'll be happy with my purchase?
We do our best to accurately represent our jewellery, via photos, product descriptions and measurements. Should you want to return the item, you have 60 days from the date of receipt to change your mind and we will happily refund your payment. View our Delivery or our Returns pages.A
QAre the stones real?
Yes. SWAG only sells jewellery made with real precious or semi-precious gemstones. Where they are significant, stone weights have been included in the product descriptions. If a product contains diamonds and another stone type as well, the weight listed is the total diamond weight.
Read more about our stones.
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QI saw a piece of jewellery a while ago on SWAG and now I cannot find it, what should I do?
Please contact our customer service team and we will do our best to get the piece for you.A
QIs it possible to modify your jewellery so that it fits me perfectly?
Yes. At SWAG, you can make a special request by contacting us. We will contact you if there is an additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service.A
QAre chains included for necklaces?
Yes, all of our necklaces and pendants are delivered with the chain shown. If you wish to exchange the chain for a different one please contact us with your request. It is usually possible to have a longer chain if you wish.A
QWill my items be boxed and wrapped?
Yes, all items arrive in a beautiful SWAG box, wrapped in a gold ribbon. (All branded items will come in the relevant branded packaging).A
QAre the products pictured actual size?
Because displays vary in size, it is impossible to show an actual size image on the Internet. If you have specific questions regarding the size of an item, please contact us.A
QIs VAT charged on-line?
VAT is charged at 20% for all orders and is included in the retail price.A
QWhat are the twelve birthstones?
Read more about the twelve birthstones.A
QWhich gem stones represent which wedding anniversaries?
Please see our Anniversary Guide.A
Pandora
Pandora
QWhat are clips / spacers / safety chains?
  • Clips are charms which open up and clip onto the threads in the middle section of the moments bracelets. Clips prevent charms from rolling over the threads when you’re wearing the bracelet.
  • Spacers are smaller than traditional charms. Once you have filled your bracelet with charms, you are likely to have some small gaps on your bracelet that a charm won’t fit into – however, a beautiful spacer will.
  • Safety chains are attached either side of the clasp by either threading/clipping onto the bracelet. The idea is that, in the unlikely event of your bracelet clasp opening, the safety chain will prevent the bracelet from just falling right off your wrist.
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QIs SWAG Jeweller a PANDORA authorised retailer?
Yes, we are an official UK PANDORA retailer. The list of official online retailers can be found on www.pandora.net.A
QDo you sell genuine PANDORA?
Yes, we are the largest franchiser of PANDORA in the UK owning 19 PANDORA stores across the country.A
QWhy is my Pandora jewellery marked with numbers and letters?
A hallmark is a UK term for a stamp indicating the origin of jewellery. The standard hallmark on PANDORA jewellery is "ALE", which stands for Algot Enevoldsen, the father of PANDORA founder, Per Enevoldsen. You will always see "ALE" stamped on our jewellery, except on some of our smallest pieces. The quality mark will also be shown on PANDORA jewellery indicating the purity of the precious metals. Silver items are 925 = 92.5% pure silver and on gold items 585 = 58.5% pure gold/14ct.A
QHow do I know what PANDORA bracelet size to choose?

Moments Bracelet
For the moments silver charm bracelets our most popular size is a 19cm. A bracelet is perfectly sized when you measure your wrist and add 2cm. Please be aware when you receive a new bracelet it may feel stiff, which can make it seem a bit tight. Your bracelet will quickly soften and become more flexible as you wear it.

Tight Wrist MeasurementRecommended Bracelet Size
14cm16cm
15cm17cm
16cm18cm
17cm19cm
18cm20cm
19cm21cm
20cm23cm

Moments Bangle

Tight Wrist MeasurementRecommended Bracelet Size
15cm - 16cm17cm
17cm - 18cm19cm
19cm - 20cm21cm

ESSENCE COLLECTION Bracelet

Tight Wrist MeasurementRecommended Bracelet Size
15cm16cm
16cm17cm
17cm18cm
18cm19cm
19cm20cm
20cm21cm

Leather Bracelets
For leather bracelets we recommend that are worn with a maximum of 7-9 charms regardless of the bracelet length. This is due to the natural properties of leather, it can expand or contract according to the climate, moisture, heat and/or how it is stored.

Single Leather Bracelet Woven

Tight Wrist MeasurementRecommended Bracelet Size
Up to 16cmS1 - 17.5cm
17cm or 18cmS2 - 19cm
19cmS3 - 20.5cm

Double Leather Bracelet Woven

Tight Wrist MeasurementRecommended Bracelet Size
Up to 16cmD1 - 35cm
17cm or 18cmD2 - 38cm
19cmD3 - 41cm

Read our Size Chart
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QHow do I know what PANDORA ring size to choose?
Our most popular sizes are 52, 54 & 56
  • If you want to wear a single ring on your finger
    Use a ring that is similar to the one that you are buying, as your ring size can vary between a wide and a narrow ring shank.
  • If you want to wear ring upon ring (multiple rings on one finger)
    When buying multiple rings to wear on one finger, please consider that the rings should be one size bigger than your regular size.
PANDORAUK
48H.5 - I.5
50J - K
52L - L.5
Read our Size Chart
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QWhat is your returns / exchange policy?
The Purchaser has a statutory right to cancel their order and receive a full refund on any mail order purchase. To cancel, the Purchaser must send the original or copy invoice along with full written reasons for the return, such written reasons and invoice to be received by the Company within 60 days of the Purchaser receiving the said Goods, within 14 days for any discounted or sale Goods.
We regret that postage and packing charges are non-refundable unless goods received are faulty or received in error.

Please see our returns policy.
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QWhat is included in the PANDORA packaging?
All full priced PANDORA jewellery will be delivered in a PANDORA charm, bracelet or ring box along with a PANDORA branded gift bag tied with pink ribbon.
For sale items, your jewellery will be delivered in a PANDORA velour pouch and a PANDORA branded gift bag tied with pink ribbon.
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QHow do I clean my PANDORA jewellery?
Pour a small amount of mild soap into lukewarm water and use a small, soft toothbrush to clean your jewellery. Toothbrushes are ideal for cleaning jewellery with intricate details, which can otherwise be difficult to clean. If the dirt is hard to remove, soak the jewellery in clean water. This particular cleaning method should not be used to clean jewellery with cultured freshwater pearls.
A silver-polishing cloth is a great tool to make your sterling silver jewellery shine again if the pieces have become dull. However, it will not remove scratches. Your local authorised PANDORA retailer will be happy to offer jewellery cleaning service tailored especially for your PANDORA products.
Using a tumbler with the PANDORA ESSENCE COLLECTION and PANDORA Rose is not recommended.
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QHow do I store my PANDORA jewellery?
Your PANDORA Jewellery should be stored away from natural sunlight and heat, in a protective (lined) jewellery box or a tarnish-resistant pouch. It can also be stored in a plastic zip lock bag made of Mylar or polyethylene. Never use polyvinyl plastic bags, such as bin liners as they contain sulphur compounds, which will make sterling silver tarnish faster. Do not store your jewellery in the bathroom. Please note that our PANDORA gift boxes are not made for long-term storage as they are not airtight.A
QCan I swim / sleep with my Pandora jewellery?
Your PANDORA jewellery should be handled with care at all times. All sterling silver will tarnish over time, but it will happen much faster when it comes into contact with agents such as perfume, salty air, sulphur, skin creams, hairspray, chlorine and acidic skin ph. The amount of tarnishing (oxidation) that occurs is dependent on the skin and care habits of the wearer. Tarnishing is therefore not a manufacturing fault.
We also recommend that you do not wear your jewellery while bathing, while in bed or during sporting activities.
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QAre there identical charms?
Pandora charms are all individually handmade therefore there can be a lot of variation in the finish of the charms, especially in the murano charms, they can differ in size, colour and pattern.A
QWhat is the warranty policy?
We will replace manufacturing faults free of charge up to 2 years from the original date of purchase for silver jewellery and gold jewellery. Wood, leather, glass and string items have a warranty of 1 year from date of purchase. Please retain your order confirmation/invoice or pass it on to the gift recipient as the original proof of purchase. If a receipt is not available, a credit card or bank statement will suffice. PANDORA warranty does not entitle you to replacements or refunds for lost or stolen items. We recommend the use of safety chains on bracelets and insurance cover is advisable on all valuable jewellery. General wear and tear, misuse and tarnishing are not covered under the warranty. The warranty offered on PANDORA products does not affect your legal rights and is provided in addition to those rights.A
QWhat is PANDORA Rose and PANDORA Shine?
PANDORA offer various unique metal blends. To find out more please see our materials pages.A
Special Services
Special Services
QI need help buying a gift. Can you help?
Yes. Please contact us and tell us broadly what you are looking for and the price range and we will suggest appropriate gifts. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then they can exchange or return it.A
QI'm buying an engagement ring, can you help me?
Yes. Please contact us and we can discuss your requirements and help you find the perfect ring. Our diamond buyer Mr Adam Gillary is often on hand to answer any questions and sources special stones. To contact him e-mail adam@burrells.co.uk or call 0800 028 4381, SWAG also offers a bespoke jewellery service.A
QI need help/advice about my wedding jewellery, can you help me?
Yes. Please contact us and we can discuss your requirements and help you find the perfect jewellery for your wedding day.A
Voucher Codes
Voucher Codes
QHow do I use my voucher code?
If you have a voucher code, such as the one you get for signing up for an account, you can use this in your Swag Bag. Simply add the products you'd like to purchase and then enter the code into the box below entitled 'Voucher'.A
Q I'm at the checkout where do I enter my online voucher code?
The voucher codes are redeemed in the Swag Bag. If you're already at the Checkout simply click or tap the 'Swag Bag' option on the progress bar to go back a step. Or if you are outside of the Checkout process you can click or tap on the Bag icon once you have an item in your bag. You can then fill in the 'Voucher' box and press 'Apply'.A
QWhy doesn't my voucher code work?
Most voucher codes can only be used with an account. If you're getting a message saying it is not valid the first thing to check is that you have signed in. If you are signed in then it maybe the product you're trying to purchase falls into the voucher codes restriction. Voucher codes do not tend to work with Pandora, Pre-owned Watches or Sale items.A
QDoes my voucher work for discounted or sale items?
Unfortunately due to the fantastic discounts that we offer during our sales, and in our Outlet section, we are unable to discount items further through the use of voucher codes.A
QCan I redeem my voucher in store?
Sadly online vouchers can not be redeemed in store.A
QWhats the difference between a voucher and a gift card?
A voucher code is sent out by Swag and can cover percentages or fixed money off and may only apply in certain circumstances. Gift Cards are purchased by customers and have a value that can be spent slowly or all at once.A
Online Gift Cards
Online Gift Cards
Q Where do I enter my online gift card code?
Gift card codes are redeemed in the Swag Bag or the Checkout page. Fill in the Gift Card box and press 'Apply' in the Swag Bag or under Payment Method for the Checkout.A
QDoes my voucher work for discounted or sale items?
Yes. Gift cards can be used against any items for sale on our site, including sale and pre-owned watches.A
QCan I redeem my online Gift Card in store?
As a rule no, online gift cards cannot be redeemed in store. However, please contact us if this is something you'd like to do.A
In Store Gift Vouchers
In Store Gift Vouchers
QHow do in store gift vouchers work?
Gift vouchers are available in various denominations (from £25 to £250) and you can purchase any multiple of these vouchers. Gift vouchers can be sent directly to you or your recipient's address by post. Each gift voucher has a number which can be redeemed against any purchase in store. To use vouchers online, please get an Online Gift Card or contact us.Purchase a Store Gift Voucher.A
Delivery and Returns
Delivery and Returns
QHow long will my jewellery take to arrive and how will it be shipped?
For information on delivery within the UK, view our Delivery page.A
QWhat is your returns policy?
We offer free second class returns labels on all our orders. You can find our returns policy on our Returns page.A
QDo you delivery outside of the UK?
Unfortunately we can not deliver to an address that is not within the UK. We can take payments from any location, but the order must be delivered to a UK address.A
QI can't find my original paperwork with my free returns label, how can I send my order back?
You can download a printable returns label from our returns page.A
Jewellery Information and Care
Jewellery Information and Care
QHow do I care for my jewellery?
Please see our after care page for jewellery care at home, Swag also of offer an array of after care services in our stores.A
Klarna
Klarna
QWho are Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments. A
Klarna - Pay Later
QHow does Pay later work?
Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk A
QAm I eligible for Pay later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating. A
QHow much can I spend with Pay later?
There is no minimum and maximum spend on a Pay Later order. A
QHow can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability.

If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address.

All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
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QWhat do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees. A
QWill a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Swag run credit searches against you that could impact your credit rating. A
QWhy have I not been offered Pay later?
Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by using a different payment method at the checkout, such as Debit or Credit Card, Paypal, etc. A
QWhat are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of Klarna's Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. A
QWhat happens if I cancel or return my order?
As soon as we have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. A
QWhat happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you two days before payment is due - you'll receive email reminders to pay - and, if very late, Klarna will also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected. A
QI have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. A
QWhat do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give Klarna the correct details, otherwise you will not receive the payment information. A
QIs my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by us. All transactions take place via connections secured with the latest industry standard security protocols. A
QCan I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order. A
QHave you received my payment?
If you pay by card, we will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com. A
QWhat happens to my statement, when I've returned the goods?
Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. A
QI've received a statement, but I've not yet received my goods?
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact us to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment. A
QI have cancelled my order. How long will it take until I receive my refund?
As soon as we have registered your cancellation or your return, the refund will be processed by Klarna within 5 business days. A
QI have asked for a refund. How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely. A
QI haven’t received an email with my statement/payment information?
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments. A
QI still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options. A
Klarna - Pay In 3
QHow does Pay in 3 work?
Pay In 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by us and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. A
QAm I eligible for Pay In 3?
To use Pay In 3 you must be at least 18. Whilst this option is widely promoted, Pay In 3 is subject to your financial circumstances. When choosing Pay In 3, Klarna's assessment will not affect your credit rating. A
QHow much can I spend with Pay In 3?
The minimum order value must be above £35 and below £1000 to be able to use Pay In 3. A
QHow can I increase my chances of being accepted for Pay In 3?
Klarna is unique and offers Pay In 3 based on a number of factors such as the order value, previous order history and item availability.

If you are 18 or over, you can improve your chances of being offered Pay In 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address.

All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
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QWhat do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay In 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information. A
QWill a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Swag run credit searches against you that could impact your credit rating. A
QWhy have I not been offered Pay In 3?
Although Pay In 3 is widely promoted it is not always universally available. The Pay In 3 payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability. A
QWhat are my payment options with Klarna?
Payment for your Pay In 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. A
QWhat happens if I cancel or return my order?
As soon as we have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. A
QWhat happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay In 3 purchase at Swag from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment. A
QI have been asked to go to Klarna's site. Is this correct?
You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk. A
QWhat do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address, email address and mobile phone number. For some orders you may need to provide your date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information. A
QIs my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by us. All transactions take place via connections secured with the latest industry standard security protocols. A
QCan I pay before the due date?
No, this is not currently possible for Pay In 3 purchases. A
QHave you received my payment?
Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk. A
QWhat happens to my statement, when I've returned the goods?
Once we have received the return (partial or full) and you have received confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. A
QI've received a statement, but I've not yet received my goods?
In the event that your goods have not been received please contact us to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment. A
QI have cancelled my order. How long will it take until I receive my refund?
As soon as we have registered your cancellation or your return, the refund will be processed within 5-7 business days. A
QI have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout. A
QI haven’t received an email with my statement/payment information?
You can log in at klarna.com/uk, where you will find all of your orders and payment schedule information. A
QI still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options. A