Frequently Asked Questions
My Pandora FAQs
2.What benefits do I get as a My Pandora member?
3.I have received an email after I signed up by Sales Associates. Do I need to do anything?
4.I have an account in another country, can I continue using the same account in Ireland?
5.I'm having trouble logging into my account.
6.I want to delete my My Pandora account, how do I do that?
7.I made a purchase and provided my birthday, but I still am in Pink. When do I become Silver?
8.Can I get upgraded from Pink to Gold directly?
9.How long do I get to keep my Silver level?
10. How long do I get to keep my Gold level?
12. How much are my points worth?
14. I am missing points from my purchase. Can I still claim my points?
15. I made a purchase, but my points are not available. When can I see them?
16. What are pending points and how long are they pending?
17. How do I check my points balance?
19. Where and how can I pay with points?
20. What are the minimum points I need to have to be able to pay with points?
21. Can I pay with points when buying gift cards?
22. I made a purchase, but forgot to use my points. What can I do?
23. I have just joined My Pandora, but I have not got my Welcome Gift yet. When do I get it?
24. How can I use my Welcome Discount?
25. How can I use my Birthday Discount?
26. It is my birthday, but I have not received my Birthday Treat.
27. I am a Gold member, but I don't see my Gold Reward Voucher in my account.
28. How do I use my free engraving reward?
29. Can I combine multiple My Pandora vouchers?
30. I returned the order that I paid by points. Will I get the points back?
31. The order I used my points on was cancelled. Will I get the points back?
32. I returned the order that I used my Welcome Gift / Birthday Treat. Will I get the benefits back?
33. I would like to be informed about my points and benefits via emails. Where can I sign up?
34. What will happen to my Pandora Club account if I sign up to My Pandora?
35. What will happen to my Pandora Club account if I do not migrate to My Pandora?
36. How can I reach out to Customer Care?
You can join My Pandora online from https://ie.pandora.net/en/join-mypandora or scan QR code in participating stores. You can also ask one of our Sales Associates to help you sign up.
2. What benefits do I get as a My Pandora member?
My Pandora offers a range of benefits to members on each of three tears (Pink, Silver and Gold). Find out more here.
3. I have received an email after I signed up by Sales Associates. Do I need to do anything?
Yes, you need to complete the creation of your My Pandora account by clicking the link in that email and following the steps outlined, including accepting the My Pandora Terms and creating your password.
4. I have an account in another country, can I continue using the same account in Ireland?
My Pandora accounts are country specific, so you can't use the same email address to join My Pandora in Ireland if it's already linked to an account outside of Ireland.
Please note that points and benefits earned in Ireland can only be used in Ireland. Likewise, non Irish accounts cannot be used to earn or redeem rewards in Ireland.
5. I'm having trouble logging into my account.
Check your membership status. Please make sure you're registered as a My Pandora member. If you're subscribed to emails, but haven't created a My Pandora account, you'll need to sign up first. Try basic troubleshooting. If you already have a My Pandora account, but can't log in, try clearing your browser's cache and browsing history. You can also try logging in using a different browser. If you're still experiencing issues, please contact our Customer Care team, who will be happy to help.
6. I want to delete my My Pandora account, how do I do that?
You can delete your My Pandora account by visiting the Account Options section on your profile page. Please note that once your account is deleted, you will no longer have access to your points or membership benefits, all account information will be permanently removed.
7. I made a purchase and provided my birthday, but I still am in Pink. When do I become Silver?
Your membership should be upgraded to Silver immediately after completing a purchase and providing your birthday. If you don’t see the update reflected in your account within one day, please contact our Customer Care team for assistance.
8. Can I get upgraded from Pink to Gold directly?
You can get upgraded from Pink to Gold if you make a purchase with value of €250 or more and have completed your profile, by providing your birthday date.
9. How long do I get to keep my Silver level?
Once you level up from Pink to Silver, you will not be downgraded from Silver to Pink. This means that you will remain a Silver member even if you no longer meet the Silver conditions e.g. by returning purchased items or deleting your birthday.
10. How long do I get to keep my Gold level?
Your Gold level will be available for 12 months from the date you get upgraded. You get to retain your Gold level if you spend another €250 or more within subsequent 12-month periods.
Members can earn points on all purchases in Pandora, including discounted products, both online and in participating stores. Points are earned on the purchase paid by gift card, credit card or cash.
Points are not earned on delivery fees, purchase of gift cards, and purchases made with points. If a purchase is partially made with points, you will earn points on what you paid by gift card, credit card or cash, but not on the part of the purchase you paid with points. Points will be credited to your My Pandora membership account immediately and will show as 'pending' for 30 calendar days after the date of purchase, after which, they will become spendable.
12. How much are my points worth?
You earn 1 point for every €1 you spend. Any purchase value under €1 will be rounded (e.g. values between €0.01 and €0.49 will earn no points, but values between €0.50 and €0.99 will earn 1 point.
13. I visited a Pandora store that was not part of My Pandora. Can I still earn points from the purchase I made in the store?
Unfortunately, points can only be earned at participating My Pandora locations. This includes purchases made online at ie.pandora.net and in participating stores listed here. Purchases made at non-participating stores are not eligible for My Pandora points.
14. I am missing points from my purchase. Can I still claim my points?
Yes. If your points are missing, please have your receipt ready and contact our Customer Care team within 30 days of your purchase date. Our support hours are: Monday - Thursday 9am - 5pm, Friday 9am - 4pm (closed on weekends and bank holidays). You'll be asked to provide your email address, purchase date, purchase amount, payment method, and receipt number.
15. I made a purchase, but my points are not available. When can I see them?
After you make a purchase, your points will appear as pending and will be credited to your My Pandora membership account 30 calendar days from the purchase date. If you don't see the correct number of pending points, please contact our Customer Care team.
16. What are pending points and how long are they pending?
Pending points are points earned from a purchase that will become available to redeem once the return period has ended.
- For Silver and Gold members, points remain pending for 30 days from the date of purchase.
- For Pink members, points remain pending for 30 days from the date of purchase and will remain pending until the member progresses to Silver status.
17. How do I check my points balance?
You can check your points balance in your account and they will be also displayed within the regular My Pandora emails sent to you.
Points expire 12 months after the date of purchase, at the end of month in which they were earned. For example, if you make a purchase between 1 May and 31 May 2026, the points from purchase will expire on 31 May 2027. When you redeem points, the oldest points are automatically used first.
19. Where and how can I pay with points?
Paying with points is available to Silver and Gold members and can be done both in participating stores and online.
In participating stores (see eligible locations here)
At the till, simply present one of the following to a sales assistant:
- A QR code from one of our emails
- A barcode from your online account
- Your registered email address
Online
- During checkout, you'll see the option to pay with points
You can use points as part of a split payment, combining points with cash or another payment method. If a purchase is paid full with points, the total will be rounded to the nearest whole point value (for example, €24.30 rounds down to 24 points, while € 24.50 rounds up to 25 points). Standard rounding rules apply.
20. What are the minimum points I need to have to be able to pay with points?
There is no minimum points requirement. When you choose to pay with points, all available points in your account will be applied automatically to your purchase. You’re not able to select how many points to use.
If you have more points than needed to cover the total order value, only the required amount of points will be applied, and any remaining points will stay in your account.
21. Can I pay with points when buying gift cards?
No, you cannot pay with points when purchasing gift cards, but you can earn points by spending gift cards.
22. I made a purchase, but forgot to use my points. What can I do?
Unfortunately, we cannot adjust points manually when a transaction is completed. However, you can use it for your next purchase so make sure you are logged in online or identified in store.
23. I have just joined My Pandora, but I have not got my Welcome Gift yet. When do I get it?
Your Welcome Gift will be available in your account immediately after you join My Pandora, and you'll also receive an email with instructions on how to redeem it. If you don’t see the Welcome Gift in your account within three days, please contact our Customer Care team.
Please note that the Welcome Gift is valid for 30 calendar days from the date of issue, may only be used once, and cannot be used in combination with discounts or other vouchers. See full terms & conditions here.
24. How can I use my Welcome Discount?
The 10% Welcome Gift is added to your account on the day you create your My Pandora account and can be used both online and in participating stores. The voucher is valid for 30 days from the date of issue and cannot be combined with discounts or any other vouchers.
Please note, the Welcome Gift cannot be applied to shipping costs or to purchases of gift cards, gift sets, care kits, jewellery boxes, gift packaging, or items from the Disney Premium Princess, Talisman, Minis, or Pandora Wonders collections.
25. How can I use my Birthday Discount?
Celebrate your special day with a Birthday Treat from My Pandora, a little something to look forward to each year. The Birthday Treat is available to Silver and Gold members who have added their birthday details to their My Pandora account. Each year, the voucher will be added to your account on your birthday:
- Silver members receive a 10% off voucher
- Gold members receive a 15% off voucher
The Birthday Treat can be redeemed online and in participating stores. Please note that it cannot be applied to shipping costs or to purchases of gift cards, gift sets, care kits, jewellery boxes, gift packaging, or items from the Disney Premium Princess, Talisman, Minis, or Pandora Wonders collections.
26. It is my birthday, but I have not received my Birthday Treat.
The birthday treat is only available to Silver & Gold members. If you are a Silver or Gold member and have not received your Birthday Treat on your Birthday, please reach out to our Customer Care Team.
27. I am a Gold member, but I do not see my Gold Reward Voucher in my account.
Gold Reward Voucher will be available 90 days after becoming a Gold member. If you have been a Gold member over 90 days and haven't received your Gold Rewards Voucher, please reach out to our Customer Care Team.
28. How do I use my free engraving reward?
Gold members will receive their free engraving reward via email when they become Gold level. To use the reward, show the email in a participating store to a sales associate and they will scan the barcode to apply to discount to the engraving fee. Please note, the Free Engraving Benefit may not be used in conjunction with any other voucher, coupon, reward, benefit or promotional code issued under the My Pandora programme. However, it may be used in combination with other Pandora promotions or discounts that apply to the purchase of eligible products, provided that the Free Engraving Benefit will apply only to the engraving fee and not to the price of the product itself.
29. Can I combine multiple My Pandora vouchers?
No, discount vouchers cannot be used together in the same transaction. My Pandora vouchers also cannot be combined with any other discounts or promotions. However, you can use one of the vouchers along with your points at the same time. The only exception to this is the free engraving voucher which may not be used in conjunction with any other voucher, coupon, reward, benefit or promotional code issued under the My Pandora programme. However, it may be used in combination with other Pandora promotions or discounts that apply to the purchase of eligible products, provided that the Free Engraving Benefit will apply only to the engraving fee and not to the price of the product itself.
30. I returned the order that I paid by points. Will I get the points back?
Yes. The points used for your purchase will be credited back to your account once the return has been processed.
Once your return has been received, we aim to process it within 7 days. In some cases, the full returns process may take up to 14 days.
You will receive an email notification once your returned item(s) have been received and validated. After this, it may take additional time for the refund to appear in your account, depending on your payment provider.
31. The order I used my points on was cancelled. Will I get the points back?
Yes, you will find the points are back in your account on the same calendar day.
32. I returned the order that I used my Welcome Gift / Birthday Treat. Will i get the benefits back?
If your order contains only one item, the benefit will be reissued to your account. If your order contains more than one item and it was partially returned, the benefit is already used, and you will not get it back.
33. I would like to be informed about my points and benefits via emails. Where can I sign up?
You don’t need to sign up separately to receive updates about your points and benefits, this service is included as part of My Pandora. We’ll automatically keep you informed about your points balance and validity, helping you use them before they expire.
If you prefer not to receive these reminder emails, you can opt out at any time by updating your preferences in your My Pandora account or by clicking Unsubscribe in the footer of the email.
34. What will happen to my Pandora Club account if I sign up to My Pandora?
Pandora Club has been replaced by My Pandora, and all Pandora Club accounts have now been closed. Any personal data associated with your previous Pandora Club account has been processed in accordance with our Privacy Policy, which you can view here.
35. What will happen to my Pandora Club account if I do not migrate to My Pandora?
Pandora Club has been replaced by My Pandora, and all Pandora Club accounts have now been closed. Any personal data associated with your previous Pandora Club account has been handled in accordance with our Privacy Policy, which you can view here.
36. How can I reach out to Customer Care?
You can reach our Customer Care team here. Our opening hours are: Monday - Thursday 9am - 5pm, Friday 9am - 4pm (closed on weekends and bank holidays).