Frequently Asked Questions
On this page, you'll find answers to our most frequently asked questions. If you don't see what you're looking for, please submit your question below and we'll get back to you shortly.
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About Our Products
Are you Pandora or do you sell Pandora products?
No. Pretty Little Charm is an independent jewellery store. We are not Pandora, we are not affiliated with Pandora and we do not sell genuine Pandora products.
Our jewellery may have a similar style or function, but our products are made using the materials stated in their individual product descriptions and may differ from genuine Pandora jewellery.
Our products do not carry the official Pandora logo. If you specifically want genuine Pandora jewellery, please purchase directly from Pandora’s official website or an authorised Pandora retailer.
How do i care for my jewelry?
To help your jewellery remain beautiful for longer, avoid wearing it while showering, swimming, sleeping, exercising or cleaning.
Keep jewellery away from perfumes, lotions, cleaning products, salt water and other chemicals. Apply beauty products before putting your jewellery on and allow them to dry first.
After wearing your jewellery, gently wipe it with a clean, soft and dry cloth. Store each piece separately in a dry place to reduce scratching, tangling and exposure to moisture.
What materials are used in your jewellery?
We offer affordable and durable jewelry for everyone looking to purchase their favorite pieces without spending a lot of money. Our charms are made from a base of brass, a metal alloy composed of copper and zinc. We use the highest quality brass available, which significantly reduces costs while maintaining the high durability of pure sterling silver.
Brass is known for its excellent resistance to corrosion, making it perfect for use in environments exposed to moisture and harsh chemicals like chlorine or cleaning agents. It also has low friction, which reduces wear and tear on moving and rubbing parts such as a charm bracelet full of beautiful charms, increasing durability. Brass is completely hypoallergenic and allergen-free, making it suitable for all skin types and ensuring our charms do not negatively affect your skin. It's also highly recyclable, contributing to environmental sustainability as scrap brass can be melted down and reused without significant loss of quality.
Our charms undergo an additional step of coating with pure 925 sterling silver. All our jewelry is generously triple-plated in sterling silver. Sterling silver offers aesthetic appeal with its lustrous appearance that enhances the visual appeal of all charms and jewelry. It's also easy to maintain—sterling silver can be easily cleaned and restored to its original luster with proper care, and anti-tarnish treatments and coatings are available to minimize tarnishing.
For our gold and rose gold products, we use genuine 10k and 18k gold electro plating to ensure a premium finish and lasting shine. This process creates a durable layer of real gold that maintains its beauty over time.
By combining these beautiful metals, we have found the perfect ratio that keeps jewelry affordable and of extremely high quality, ensuring your charm bracelets last for years with proper care.
Do your charms fit on Pandora Bracelets?
All of our charms are designed to fit popular European style charm bracelets, including many Pandora bracelet styles.
Compatibility describes how the charm fits and does not mean that the product was manufactured, supplied or approved by Pandora.
Because bracelet and charm designs can vary, please review the product description before ordering. If you are uncertain about compatibility, email Support@prettylittlecharm.com.au before purchasing and we will be happy to help.
Do we have a physical store ?
We're an online-only store, and we understand that online shopping can feel risky with so many counterfeit sites out there. That's why we've worked incredibly hard to build and maintain a trusted reputation.
With over 2000 verified customer reviews, you can see for yourself what others think of us. Check out our Reviews section at the bottom of our page and click the link to explore them on Judge.me. Every review comes from a verified customer who has actually purchased, received their items, and left feedback—and once posted, reviews cannot be removed by us, guaranteeing complete authenticity.
We also offer secure payment options like Afterpay and ZipPay, which require an active business number to set up. This requirement is a genuine security feature that makes it nearly impossible for scam operations to operate using these methods.
Our support team is here whenever you need reassurance or have questions. We're always happy to chat and help put your mind at ease.
How do i know what size ring to get?
There are several methods you can use to accurately measure your ring size.
Option 1: Measure a Ring That You Own.
If you already own a ring that fits the intended finger, to determine the ring size, you can just measure the ring’s diameter:
- Use a ruler or tape measure and measure straight across the inside of the ring from edge to edge
- Using our sizing chart found above our ring descriptions, refer to the "Ring Diameter (mm)" column to find the ring size
Option 2: Measure Ring Size Without a Sizer
If you do not have a ring sizer at home, you can easily determine your ring size with some common household items! You will only need a piece of thin string, a pen, and a measuring tape or ruler.
To find your ring size, simply follow these instructions:
- Wrap the intended finger snugly with a piece of string
- Use a pen to mark where the string meets around your finger
- Straighten out the string and measure it against a ruler in millimeters
- Check the sizing chart located on the ring product page and look at the "Circumference (mm)" to find your correct size!
How do i know what size bracelet to get?
Step 1: Grab a piece of string long enough to go around your wrist.
Step 2: Cut the string to size, then measure it with a ruler.
Step 3: The measurement shown is the bracelet size you should choose.
Optional: If you're planning to fill a charm bracelet, we suggest choosing 1 size up to account for the space taken up by the charms.
Order Processing & Delivery
What payment methods do you accept?
We take shop pay, Afterpay, Zippay and PayPal in addition to all major credit cards including VISA, Mastercard, and AMEX.
Do you ship worldwide?
Yes, we ship to many international destinations.
Available delivery options and shipping charges are displayed at checkout after you enter your delivery location. International customers are responsible for any customs duties, taxes or import charges imposed by their country.
When will my order be processed?
Orders are normally processed and dispatched within 1 to 3 business days.
Business days do not include weekends or public holidays. Processing may take slightly longer during major promotions, new product launches or unusually busy periods.
If an item becomes unavailable or is found to be damaged before dispatch, we will contact you as soon as reasonably possible.
When will I receive my order?
Estimated delivery times begin after dispatch.
Australia:
Standard shipping normally takes approximately 3 to 5 business days.
Express shipping normally takes approximately 1 to 2 business days.
New Zealand:
Standard shipping normally takes approximately 5 to 7 business days.
Express shipping normally takes approximately 2 to 3 business days.
United States, United Kingdom and Canada:
Standard shipping normally takes approximately 7 to 10 business days.
Rest of the world:
Standard shipping normally takes approximately 2 to 4 weeks.
These timeframes are estimates rather than guaranteed delivery dates. Customs processing, carrier delays, severe weather, public holidays and peak shopping periods can affect delivery.
What if I don't receive my order?
If your order hasn't arrived, it may have been lost in transit. While this is rare, we understand how frustrating it can be. We don't receive notifications when parcels go missing, so we're often unaware until you contact us.
Although we have no control over how delivery companies handle your parcel once it's shipped, we take full responsibility for lost items. If your order is confirmed as lost, we'll either send you a replacement or issue a refund—whichever you prefer.
Will I receive tracking information?
Yes. Tracking is included with shipped orders.
Your tracking information will be sent to the email address used at checkout when it becomes available. Please check your junk or spam folder if you cannot locate the email.
International tracking can take additional time to update while a parcel travels between countries, clears customs or transfers to a local delivery provider.
When do I qualify for free shipping?
Orders containing 6 or more qualifying items receive free standard shipping.
The free shipping offer is based on the number of items in your order rather than the total amount spent. If your order qualifies, free standard shipping will be applied at checkout.
Refunds & Returns
How do I return an item?
Yes. We provide a genuine 30 day money back guarantee beginning on the date your order is delivered.
For a change of mind return, the item must be unworn, unused and in its original condition with its original packaging and any tags included.
Please contact Support@prettylittlecharm.com.au within 30 days of delivery before sending anything back. We will provide the correct Australian return instructions.
Customers are responsible for return postage when returning an item because of change of mind, incorrect sizing or another circumstance outside our control.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us with your order number and a photograph of the item you received.
You will not need to return the incorrectly supplied item. You may keep it and we will send the correct item at no additional cost.
Can sale items be returned?
Sale and clearance items are final sale and cannot be returned or exchanged because of change of mind, incorrect sizing or personal preference.
This does not affect your rights if a sale item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
When will I receive my refund?
All refunds will be applied to the original method of payment used by you. If you used a credit or debit card to make your purchase, your money will be reimbursed to your account within 3 to 10 business days of the return or cancellation request being received by the company.
How can I cancel my order?
Cancellation requests must be submitted within 12 hours after the order is placed.
Please contact Support@prettylittlecharm.com.au as quickly as possible. Submitting a request within 12 hours gives us the best opportunity to help, but cancellation cannot be guaranteed if processing or dispatch has already begun.
An order cannot be cancelled after it has been dispatched. Once delivered, eligible items may be returned under our 30 day money back guarantee.
How can I change my order?
Requests to change a product, size, contact detail or delivery address must be submitted within 12 hours after placing the order.
Please contact us as quickly as possible. Changes cannot be guaranteed if processing has begun and an address cannot be changed after dispatch.
Customers are responsible for checking that their delivery address is complete and accurate before submitting an order.
What happens if my parcel is confirmed lost?
Please contact us if the estimated delivery period has passed or tracking has not updated for an unusual amount of time.
We will review the tracking and assist with a carrier investigation. A parcel is considered lost after the carrier confirms the loss or the available evidence reasonably establishes that it has been lost.
Once your parcel is confirmed lost in transit, you may choose either a free replacement order or a refund to your original payment method.
Can earrings be returned?
Unworn earrings can be returned within the 30 day money back guarantee period if they remain unused and in their original condition and packaging.
Once earrings have been worn, they cannot be returned or exchanged for change of mind because of hygiene requirements.
This does not affect your rights if the earrings are faulty.
What if an item is missing from my order?
Please contact us promptly with your order number and photographs of the parcel, shipping label, packaging and everything received inside the parcel.
After the claim has been verified, we will refund the amount paid and allocated to the missing item.
For promotional orders, discounts are allocated proportionately across the qualifying products. This means the refund is based on the amount paid and allocated to the missing item, not its undiscounted display price.