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.
A
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.
A
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
A
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
A
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.
A
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.
A
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.
A
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.
A
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
ClearPay
ClearPay
QWhat is ClearPay?
ClearPay is provided by ClearPay Finance Limited. It offers you an interest free payment option for goods online via approved retailer partners. In effect it is an interest free loan paid over 3 instalments, which we refer to as a payment plan. It is simple and convenient to use and allows you to spread the cost of purchasing goods online with Swag.

You can apply for ClearPay by applying to make a purchase from an approved retail partner. This will only take a few minutes.

You can only apply for ClearPay if you:
  • Are 18 years of age or older
  • Currently live in the UK
  • Have a credit or debit card registered in your name and address
ClearPay will carry out an electronic identity check with Call Credit who are a credit reference agency during your application. This check is classed as a soft search, and will have no impact on your credit file.
A
QHow does ClearPay work?
Once approved, you will be offered a £450 available to spend limit to purchase goods (including add-ons such as warranties and delivery fees) with ClearPay approved retail partners. This is not a revolving credit facility like a credit card. You will be offered individual payment plans based on the cash price of goods you have chosen up to the value of your available to spend limit. Payment plans are repayable via 3 equal instalments and for each payment plan you will be asked to read and accept terms and conditions of that loan.

Once you have repaid the payment plan, the original cash price of the goods on the payment plan will be added back to your available to spend limit.

You can take out as many payment plans as you like, subject to:
  • The cost of the goods being within or up to your available to spend limit
  • You making regular payments on time
ClearPay will continue to review your available to spend amount for as long as you are a ClearPay customer. These reviews will consider your payment history with ClearPay. ClearPay may use this information to vary the available to spend amount either up or down.

If you choose not to make purchases via ClearPay within a period of 180 days of making the last repayment on your most recent loan, your available to spend limit will be removed.

Please note that ClearPay may, without notice, withdraw your available to spend amount at any time.
A
QHow do I make a purchase?
Choose the goods that you wish to purchase and add them to your Swag Bag. Click ‘Checkout’ and select ‘ClearPay’ to make payment.

You will be shown a payment schedule, which advises when your next 2 payments are due and if your payment has been successful, you will receive a confirmation email. Please contact ClearPay if you don’t receive this email.

Only ClearPay retail network partners can offer you the option to pay through ClearPay.
A
QHow do I make payments?
Payments are collected via a Continuous Payment Authority (CPA) set up on your credit or debit card.

ClearPay can only setup debit or credit cards which have been provided by MasterCard or VISA. Unfortunately, ClearPay can’t setup any of the following cards:
  • Electron debit cards
  • American Express or Diners Club debit, credit or charge cards
  • Prepaid Cards
  • Cash Cards
The payment will appear as ClearPay on your bank statement. Payments will be collected on a monthly calendar basis.

If your first payment is due at the end of the month, the following payment will be taken on the last day of the month.
Example:
  • 1st Payment – 31st August
  • 2nd Payment – 30th September
  • 3rd Payment – 31st October
A
QAre there any fees?
There are no fees or charges for setting up and using ClearPay.

However, if you are unable to make payments on time, you will be charged a late payment fee of £10. This fee will only be applied a maximum of 2 times per payment plan.
A
QHow do I get access to my payment plans?
You can access your payment plans by using the ClearPay Customer Portal.

Within the Customer Portal, you can view the following:
  • Purchases
  • Payment History
  • Payment Schedule
  • Refunds
  • Available to spend limit
A
QWhat features does the Customer Portal offer?
The Customer Portal allows you to action the following
  • Make payments
  • Update your personal details
  • Update or change the Debit or Credit Card you use for payment
  • Update your marketing preferences
A
QHow can I contact ClearPay?
You can contact ClearPay by logging into the ClearPay Customer Portal and selecting the Contact Us option.A