Delivery Information

This information is correct as 3rd January 2021

Click and Collect

. Click and Collect Orders are available to collect in either store from Monday to Saturday from 9.15 am to 4pm

. Select Click and Collect at Checkout, telephone us on arrival at your chosen store and your order will be passed to you in a safe and secure way

. Alternatively telephone 01270 214157 or 01270 250661 for Crewe or 01782 631076 for Newcastle Under Lyme store and we can take your order by telephone using BACS or Card Payment

Reserve and Collect

At present, we can only offer Click and Collect or Postal options where the order is pre paid before collection. See above

Postal Deliveries

2nd Class Signed For Postage - This should provide delivery within 5 working days and requires a signature on delivery. This option is available for orders up to £250. Orders above that amount will be sent by 1st Class Special Delivery Postage for security reasons.

1st Class Signed For Postage - This should provide delivery within 3 working days and requires a signature on delivery. This option is available for orders up to £250. Orders above that amount will be sent by 1st Class Special Delivery Postage for security reasons.

1st Class Special Delivery Postage - This should provide delivery on the next working day before 1pm to UK Mainland addresses. We regret that due to the volume of post Royal Mail is handling we cannot guarantee this at present. This option is used for all orders over £250 and you can also choose it for more urgent orders under £250.

Alternatively if you are local to our Crewe or Newcastle Under Lyme stores, please use Click and Collect as above or call us on 01270 214157 or 01782 631076 to ask about FREE local delivery

. See below for your postage options

Post and Packing Prices

UK Delivery

2nd Class Signed for Post - £2.50

1st Class Signed for Post - £3.95

1st Class Special Delivery Post - £7.95

European Delivery

International Signed for Post - £8.20

This service is trackable and requires a signature on delivery.

Time taken varies according to country. Visit the site below for more information:

https://www.royalmail.com/sites/default/files/RoyalMail_International_TrackedCoverage_Jan2014.pdf

Rest of the World Delivery

International Signed for Post - £12.00

This service is trackable and requires a signature on delivery

Time taken varies according to country. Visit the site below for more information:

https://www.royalmail.com/sites/default/files/RoyalMail_International_TrackedCoverage_Jan2014.pdf

If you need information about Customs Requirements in your country and whether the service is available, please visit:

https://www.royalmail.com/personal/help-and-support/I-need-advice-about-customs-requirements

Useful Delivery Information

Special Delivery Items should arrive next day by 1pm Monday to Friday but not at weekends. This is not guaranteed at present

Signed For Items may take 3 - 5 Business Days which includes Monday to Friday

Items ordered by 10am will be posted the same day Monday to Thursday

Items ordered after 10am will be posted the next day Monday to Thursday

Items ordered on Friday, Saturday and Sunday will not be dispatched until Monday so please add onto time quoted above

FREE Delivery is not available for non UK Mainland Addresses, BFPO Addresses and Europe and Rest of the World Delivery

Please Note: As we use Royal Mail for our deliveries, we cannot request them to leave the item in a particular location if you are not available at the time of the delivery. They will usually leave a card with instructions of where they have left the parcel or to arrange a re delivery.

If the above services do not meet your needs, we are happy to give you a quote to delivery by another method

We reserve the right to refuse delivery to certain countries

If you place an order and then we cannot deliver, we will provide a full refund including postage costs. See our Terms and Conditions for more details.

Useful Packaging Information

All items are packed securely in suitable protective packaging.

If Gift Wrapping has been specified when the product was added to your shopping bag, the item will be wrapped and supplied with a tag and a bow.

Brand Packaging will be provided where available although we may use our own John Pass packaging if the brand packaging is unavailable. This does not include a branded bag

Discontinued Brands such as Links of London will be send in the best possible packaging option but may not be the correct box for the item as we are unable to get the packaging anymore

Returns Information

You can return both faulty and non faulty items to us. Please read the instructions below:

Please inform us within 14 days of receipt that you wish to return an item received by Post

either by e mail Returns E Mail

or telephone 01270 214157.

Please say if the item is a Website or E bay purchase as this will affect how we process your refund

You can return the item:

- In Person: To either Crewe or Newcastle Under Lyme store (No advance notification needed. Please check for opening hours before travelling)

- By Post : John Pass, 179 Nantwich Road, Crewe, Cheshire. CW2 6DT

Please return within 14 days of letting us know you are returning the item

Please use a method of post such as Signed For post as your proof of receipt by us

We will refund non faulty items within 14 days using the original payment method

Items purchased online and returned to the store(s) will be refunded by original payment method such as Sage Pay or Pay Pal

Pandora

We will refund or replace faulty or change of mind items purchased from John Pass in Crewe

We will offer an exchange on items bought from Pandora.net or in other Pandora stockists. We cannot refund on items not purchased from us

For change of mind items, we require a receipt or proof of purchase to authenticate the item. We can only accept returns on items we are allowed to stock which does not include Pandora store or online exclusives. We cannot exchange or refund on FREE gift with purchase items

For faulty items, we will exchange the item for an item of equivalent value if the item you have is no longer available. Please note Pandora silver items have a guarantee of 2 years and leather, Rose and Shine items have a guarantee of 1 year

Faulty Items

Faulty items will be on a case by case basis so please make the fault clear. We will either repair, replace or refund depending on the specific situation and in line with the relevant English law

Faulty items that are be refunded will be for the price of the item, less any wear and tear not related to the fault depending on age, standard postage to you and standard return postage to us. We will not refund Special Delivery postage unless the item did not arrive within the time for this method of delivery

Change of Mind Items

Non faulty items will be refunded in full providing they are in new condition and in their original box with any relevant paperwork enclosed. We accept that some packaging may be damaged whilst taking the product out, such as sealed bags. We will refund standard postage to you but not standard return postage back to us - you will be responsible for paying or delivering the item back to us. We will not refund Special Delivery post if the item arrived to you within the time scale specified

Unfortunately we cannot refund on personalised items such as engraved items or items specially made for you such as a ring in a non standard size or a bespoke piece of jewellery

This complies with the Consumer Contracts regulations as of June 2020