Free delivery on orders over £85.00

Terms and Conditions for Pandora's Choice Lingerie


Distance Selling Act
Underwear is exempt from the Consumer Contracts Regulations.

Returns Policy

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund.
Items must retain their labels, be unworn and unwashed. Please try on over your own underwear as we can't refund items that are marked or soiled as we cannot resell them and so we cannot refund them.
Hosiery cannot be refunded if opened due to its delicate nature.
Bespoke items that are made to the customers specifications or personalised are non refundable.

Please email and let us know you are returning an item to:

Pandora's Choice
4 Acorn Walk
RG31 4RL
United Kingdom

Enclose a note with the return, ensuring that the following information is included:
Order number (if known), name, address, contact telephone number or e-mail address, and information on what you require ie replacement or refund.

Please obtain a free Certificate of Posting (available free from the Post Office) for all returns in the event of items being lost in transit. You should keep this Certificate until you have received your refund or replacement.

Please note Paypal payments will go in straight away where as Worldpay will take a few days to clear in your bank.

If you have requested a refund, or replacements of a lower value, a refund will be credited back to the card used to pay for the original order. We do not need your card details for this.

Christmas Returns

To allow for ill-fitting gifts is the following exception - Christmas gifts may be exchanged up until January 10th

UK Customers: Please send your return via the Royal Mail unless you have a carrier approved by us - please call us for more information if you cannot use Royal Mail. It is your responsibility to cover return costs and pack the goods to arrive safely.

International customers inc. EU: Send your return via a prepaid, traceable method, marking your package clearly as RETURNED GOODS to avoid delays at Customs. We do not cover the cost of items being returned to us it is your responsibility to pack them safely and pay for the return postage. We do not cover a customs charge if you fail to mark the parcel as a return, it is your responsibility to mark it correctly as there is no customs charge on returned items so please ensure it is marked as a return to avoid an unnecessary charge.

Special Offers

When Pandora's Choice makes special offers such as a free item when a purchase of a specified amount is made, this 'Free item(s)' must be included in the return unworn/unopened if the order in full or in part is returned for a refund.


Order Completion

Subject to credit clearance and availability of stock we aim to get most orders out within 2 - 3 days (please remember stock levels can never be 100% accurate all the time) otherwise we will aim to fulfil the order within 14 days as we receive deliveries weekly. We will contact you by email to inform you if there are any unforeseen delays.


Orders are packed in plain grey postage bags. However, please note that for delivery purposes, our return address will be shown on the back of the parcel but for the purposes of customers privacy no Pandora's Choice logo is added..

Please contact us by email if your order is urgent for a certain date and we will do our best to help.

Delivery Cost and Times

Standard Uk 2nd Class £2.95 Royal Mail Normally 3-5 days after dispatch
UK Recorded Delivery £4.75 Royal Mail Normally 2-3 working days after dispatch
Special Delivery £8.60 Royal Mail Delivered by 1pm day after dispatch
Europe International Tracked/Signed £10.50 Royal Mail Normally 4-5 working days after dispatch
United States International Tracked/Signed £12.95 Royal Mail Normally 5-7 days from dispatch
Rest of World International Tracked/Signed £13.45 Royal Mail Normally 5-7 days from dispatch


Please note UK is now out of the EU and we have to attach a customs label with details of the package content. This can mean that in certain cases a customs charge will be requested from you by your post office on arrival of your parcel. This is different in each country and usually over a certain value of the parcel so you may want to check these details first for your country before making an order as we don't cover this charge. This is to be paid by the recipient of the parcel before the parcel can be released to you by your post office and you are responsible for this payment. ​​​​​​​ALL returns to UK need to be marked clearly as RETURNS to avoid us having an unnecessary  customs charge which we are not required to pay on a returned item. The sender is responsible for marking the return correctly and hence any incorrectly applied customs charge to us. So please make sure it is clearly labelled as a return to avoid any misunderstanding at the post office.

*All deliveries will be made according to the carrier's standard procedures. For standard delivery, a signature should not be required however for recorded packages or ones that do not fit through your letter box when nobody is home, a card will be left with instruction for collection. If not collected after a certain time they will be returned to us and a further postage will have to be applied to resend the parcel. 
Please note that where a signature is required, orders cannot be sent to PO box addresses apart from in certain cases where there is someone to sign for the parcel.

In addition due to signatures not being taken due to covid we will send all overseas parcels tracked where possible.

Due to the current situation there may be delays of the delivery of orders.

Faulty Goods

If you believe the goods we have supplied to you are faulty please contact us by email immediately as we need to know straight away. When we receive the item back we will investigate the fault and contact you to agree the most appropriate resolution. We will always issue a refund on faulty goods provided they are returned within the above stated times for returns and not due to wear and tear or misuse, HOWEVER THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS

Payment Policy

Payments by Credit and debit card are made using a secure SSL server hosted by Worldpay. We accept most major credit and debit cards including Visa, MasterCard, Delta, Maestro, and Paypal 

WE HOLD NO CARD DETAILS these are held by Worldpay who are a major SECURE online Payment Gateway The Worldpay pages you enter your payment details on are secure using SSL/128 bit encryption

Pandora's Choice is PCI/DSS Compliant for both online and telephone payments with Security Metrics

Telephone orders are also accepted by calling 0118 376 9980 between 0900hrs and 1730hrs Monday - Friday excl Public Holidays. If we are otherwise engaged and cannot answer please leave a message and phone number and we will get back to you.

At Pandora's Choice, your card payment is taken by the bank on the evening of the transaction and is cleared with us usually two to three working days afterwards which is standard procedure.

In the case of Paypal the payment is immediate as Pandora's Choice have no control over how this system takes payment.

You will be advised by e-mail (or telephone if you do not have an e-mail address) if we are unable to complete your order.

We reserve the right to decline any transaction/order without giving any reason.

You will receive an automatic email on completion of your order, if you do not receive this it will be for one of 2 reasons. Either you have completed your email details incorrectly or the email will have gone to your spam folder so please check.


We do not send random marketing emails to personal email addresses (spam)

Privacy Policy
Pandora’s Choice does not pass on any information to third parties for mailing or marketing purposes.
The Pandora's Choice website uses Cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time - if you do not accept Cookies you will be unable to use our website to buy anything or fill a shopping cart but you can turn the cookies off in your browser and still look at the website.

Please also read the 'Privacy' page as advertised at the bottom of the home page to find out more about cookies and data collection.

Our e-commerce shop is hosted by EKM who provide a platform to enable us to sell our products and payments are through Worldpay. They both operate under secure servers and firewalls and your data is highly protected.

If you have any questions regarding this Privacy Policy please contact us at the above address or by email or phone

Data Protection Officer
Phone: 0118 376 9980

 These terms and conditions govern your use of our website. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms.
 Website access
1.1 It is not necessary to register with us in order to use most parts of this website. However, particular areas of this website will only be accessible only if you have registered.
Use of website
1.2 This website may be used for your own private purposes and in accordance with these terms and conditions. 1.3 You may print and download material from this website provided that you do not modify or reproduce any content without our prior written consent.
Website uptime
1.4 All reasonable measures are taken by us to ensure that this website is operational all day, every day. However, occasionally technical issues may result in some downtime and accordingly we will not be liable if this website is unavailable at any time.
1.5 Where possible we always try to give advance warning of maintenance issues that may result in website down time but we shall not be obliged to provide such notice.
Visitor provided material
1.6 Any material that a visitor to this website sends or posts to this website shall be considered non-proprietary and non confidential. We shall be entitled to copy, disclose, distribute or use for such other purpose as we deem appropriate all material provided to us, with the exception of personal information, the use of which is covered under our Privacy Policy.
1.7 When using this website you shall not post or send to or from this website any material:
(a) for which you have not obtained all necessary consents; (b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom; (c) which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.
1.8 We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of Paragraph
1.7. Links to and from other websites
1.9 Throughout this website you may find links to third party websites. The provision of a link to such a website does not mean that we endorse that website. If you visit any website via a link on this website you do so at your own risk.
1.10 Any party wishing to link to this website is entitled to do so provided that the conditions below are observed: (a) you do not seek to imply that we are endorsing the services or products of another party unless this has been agreed with us in writing; (b) you do not misrepresent your relationship with this website; and (c) the website from which you link to this website does not contain offensive or otherwise controversial content or, content that infringes any intellectual property rights or other rights of a third party.
1.11 By linking to this website in breach of clause 1.10 you shall indemnify us for any loss or damage suffered to this website as a result of such linking.
1.12 Whilst we do take all reasonable steps to make sure that the information on this website is up to date and accurate at all times we do not guarantee that all material is accurate and, or up to date.
1.13 All material contained on this website is provided without any or warranty of any kind. You use the material on this website at your own discretion.
Exclusion of liability
1.14 We do not accept liability for any loss or damage that you suffer as a result of using this website.
1.15 Nothing in these terms and conditions shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.
1.16 Your order will be processed and delivered without undue delay, no later than 30 days after your order has been placed.
1.17 Please allow for up to 7 working days for delivery following the dispatch of your order. Cancellations, returns and refunds
1.18 All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.
1.19 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
1.20 To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.
1.21 If you are in possession of the goods you are under the duty to retain them and take reasonable care of them. You must send the goods back to us to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the order.
1.22 We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.
1.23 Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible and in any event within 14 days of your cancellation.
1.24 You will not have any right to cancel an order for the supply of any of the following goods: (a) medicinal products or services that are either dispensed on prescription or are available free under an NHS arrangement. (b) a contract for passenger transport services - such as bus, rail or flight tickets. (c) the supply of goods or services where prices are dependent upon fluctuations in the financial markets, which are beyond the control of the retailer. (d) the supply of goods that are made to the customer's specification or are clearly personalised. (e) the supply of goods that are liable to deteriorate or expire rapidly - such as a delivery of fresh flowers or meat. (f) the supply of newspapers, periodicals or magazines. (g) the supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance - for example, hotel bookings, courier services, car hire, restaurant bookings and theatre tickets for specific dates.
1.25 In addition you will lose your right to cancel if you: (a) unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons. (b) unseal audio, video recordings or computer software that were sealed at the time of delivery. (c) combine goods with other goods after delivery so that they become inseparable. Law and jurisdiction These terms and conditions are governed by English law. Any dispute arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of England and Wales.