Pandora Customer Care: Getting Help for Jewelry and Music Services

When people say “Pandora,” they usually mean one of two very different brands: Pandora Jewelry (the Danish jewelry company known for charms and bracelets) or Pandora (the U.S.-based music streaming service owned by SiriusXM). Their customer care systems are completely separate. This guide explains how to reach the right team quickly, what information to have ready, typical policies and timelines, and where to find official resources for both.

If you’re unsure which Pandora you need, check your situation: jewelry orders, repairs, warranties, and store issues belong to Pandora Jewelry; subscriptions, billing for Plus or Premium, or problems streaming belong to Pandora music. Using the correct channel will save you days of back-and-forth.

Pandora Jewelry Customer Care (Repairs, Orders, Warranty, Stores)

Pandora Jewelry supports customers primarily through its website and authorized retailers. Start at the country site that matches your purchase location, for example: us.pandora.net for the United States or pandora.net for global navigation. Use the Store Finder (us.pandora.net/en/store-finder) to locate shop addresses and direct phone numbers. For online orders, use the order number from your confirmation email; in-store purchases are best handled by the store where you bought the item, especially for exchanges.

For corporate and escalations, Pandora A/S is headquartered at Havneholmen 17–19, DK-1561 Copenhagen V, Denmark. Main switchboard: +45 36 72 00 44. Note: the headquarters does not process consumer returns or warranty claims; these are handled via local customer care portals and points of sale. In most countries, you’ll find a “Contact Us” form on the local pandora.net site under Help/Support—this routes your request to the correct team based on your order number and region.

Warranty, Repairs, and Returns

Pandora Jewelry provides a manufacturer’s warranty that covers defects in materials and workmanship. Coverage and duration vary by region and product type due to local consumer laws. In the European Union, a 2-year legal guarantee applies from the date of purchase; in other regions, warranty terms are set out on the local site’s Warranty page. Always keep your proof of purchase; it is required for warranty assessments, which typically take 7–14 business days once the item reaches the service center.

Returns for online orders are usually accepted within a defined window (commonly 30 days from delivery in the U.S., subject to condition and exclusions like engraved items). Refunds generally post back to your original payment method within 5–10 business days after inspection. For gifts or store purchases, exchanges are commonly handled in-store under local policies—bring the gift receipt if possible. Repairs outside warranty may be available through authorized channels; pricing depends on the piece and condition, and you’ll receive a quote before work begins.

Practical Tips (Sizing, Cleaning, Shipping)

Rings and some bracelet styles are not designed for resizing; exchanges are the standard approach if the size is not right, so try the piece promptly to avoid missing the return/exchange window. For cleaning, Pandora recommends gentle care—avoid ultrasonic cleaners for items with stones or enamel. Many official stores offer complimentary in-store cleaning and inspections that take about 5–10 minutes.

Online orders typically offer multiple shipping speeds during checkout; standard shipping often arrives within 3–6 business days depending on your location and carrier, while expedited options are available for a fee. You’ll receive a tracking number by email once the parcel ships. If tracking shows “delivered” but you can’t locate the package, notify the carrier and Pandora customer care within 24–48 hours to start an investigation; have your order number, tracking ID, and delivery address ready.

Pandora Music Customer Care (Streaming, Billing, Account Security)

Pandora’s music service supports listeners via a self-serve help center, community forum, and live-agent options for eligible subscribers. The official help site is help.pandora.com. Log in there to see account-specific options, access chat (when available to your plan/region), and submit requests. Because many subscriptions are processed through third parties (Apple, Google, or carriers), refunds and billing changes may need to be made through the original billing source.

Support channels focus on issue type. For playback or device problems, use the Troubleshooting guides at help.pandora.com; for billing, check your Subscription details under your account profile first. If you subscribed via the App Store or Google Play, change or cancel there to avoid double-billing. Pandora also maintains a support presence on social channels (e.g., X/Twitter: @PandoraSupport), which can help triage but will redirect account-specific matters to secure channels.

Plans, Billing, and Access

Pandora offers multiple plan tiers in the U.S. As of 2025, commonly listed prices are: Plus at approximately $5.99/month, Premium at approximately $10.99/month, and Premium Family at approximately $14.99/month. Student and Military discounts are available in select markets with validation. Prices, taxes, and eligibility vary by region and billing channel; always confirm current pricing inside your account before making changes.

Know your billing source. If your statement shows Apple, Google, or a carrier bundle, cancel and request refunds through that provider. If the charge shows “Pandora” or “Pandora Media, LLC,” you can manage it on Pandora’s site. Unauthorized charge? Secure your account (change password, sign out of all devices), then contact your bank within 60 days of the statement date to dispute while Pandora investigates. Pandora Premium supports offline listening on approved mobile devices; device limits and concurrent streams are enforced to protect accounts—exceeding limits will prompt a sign-in review.

What to Prepare Before You Contact Customer Care

The fastest resolutions hinge on having the right evidence at hand. For jewelry, that means your order number, photos of the item (front/back, close-ups of the issue), and a clear shot of the receipt. For music, it’s screenshots of error messages, the exact device/OS/app version, the date/time of the issue, and, for billing, the last four digits of the card used or the third-party billing reference.

Track your case. After you submit a form or start a chat, note the case ID. Response SLAs vary, but initial replies for most regions are within 1–3 business days via email if chat is not available. If you don’t see a reply, check your spam folder and whitelist official domains (pandora.net for jewelry, pandora.com for music) to avoid missing updates.

• Pandora Jewelry official sites: Global info at pandora.net; U.S. shopping/support at us.pandora.net; Store Finder at us.pandora.net/en/store-finder
• Pandora Jewelry headquarters: Pandora A/S, Havneholmen 17–19, DK-1561 Copenhagen V, Denmark; main switchboard +45 36 72 00 44 (not for order support)
• Pandora Music help center: help.pandora.com (sign in for chat/contact options and community forum)
• Social triage for music: X/Twitter @PandoraSupport (account-specific issues will be directed to secure channels)
• Typical timelines: Jewelry warranty assessment 7–14 business days post-receipt; online refund posting 5–10 business days after approval; music support email replies 1–3 business days

Common Issues and How to Resolve Them Efficiently

Missing jewelry parcel or wrong item received: report within 48 hours of the “delivered” scan. Provide the order number, photos of the packaging, and the full delivery address. If the parcel is lost-in-transit, Pandora will coordinate with the carrier; investigations usually take 3–8 business days. For wrong or damaged items, you’ll generally receive a prepaid label for return or exchange once verified.

Music subscription confusion or double-billing: check your Pandora account Subscriptions page, then your Apple/Google/carrier subscription lists. If you find two active subscriptions, cancel one at the source that doesn’t match your intended billing. Request a credit from the duplicate billing channel—Apple and Google set their own refund windows (often within 48 hours for quick decisions). Pandora support can verify service usage on their side but cannot refund charges billed by third parties.

• Unauthorized music charges: change your Pandora password, enable two-factor authentication where available, sign out of all devices in Account Settings, then contact your bank within 60 days to dispute. Share the transaction ID with Pandora via help.pandora.com to aid investigation.
• Jewelry warranty claims: submit via your local pandora.net support form with purchase proof and clear photos; note that normal wear, loss, and improper care are typically excluded. EU customers benefit from a 2-year legal guarantee for non-conformity.
• Playback issues: document app version, device model/OS, network type (Wi‑Fi/LTE), and exact error wording. Clearing cache, toggling High Quality audio, and re-logging often resolve common glitches; persistent issues may indicate device or account conflicts that support can reset.

Escalations and Best Practices

If your case stalls, reply on the same email thread or request an escalation via the original ticket number rather than creating new tickets—this preserves history and avoids delays. For jewelry concerns tied to a specific store, speak with the store manager first; authorized retailers have direct channels for parts, repairs, and replacements.

For music content or licensing disputes, use the designated forms at help.pandora.com to reach the rights management team. For accessibility needs, both brands publish accessibility statements on their respective sites; request accommodations (such as alternative formats) in your initial message to reduce back-and-forth.

What does Pandora’s 1 year warranty cover?

If it is determined that the piece of jewelry is defective, it will be covered by the warranty and the item will be repaired or exchanged free of charge. The warranty does not cover defects which arise as a result of the customer using non-genuine charms on Pandora bracelets .

Can you talk to people on Pandora?

As u a friend a companion for our users. A effortless way for them to discover enjoying music and spoken content hey Pandora play my favorites. Now playing thumbrint radio.

Can Pandora replace broken jewelry for free?

Does my Pandora jewellery have a warranty? Does Pandora offer repairs or replacements? Yes! We offer a free repair or replacement for manufacturing faults, such as breakage, missing stones, or other defects.

How do I contact Pandora customer service?

You can reach out to our Customer Care via live chat Contact Support (pandora.net) or call us at 833-606-8811, Monday – Friday: 8:00 a.m. – 10:30 p.m. Saturday 9:00 a.m. – 7:30 p.m. Sunday 9:30 a.m. – 6:00 p.m. (EST). Was this article helpful? PREFER TO SEARCH?