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Returning an unwanted item?

Sometimes something just doesn't work for you and you want to return an item. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, including rules about fair use. Please take note of items below which are excluded from the returns policy. Nothing in this Returns Policy affects your statutory rights.

You have 30 days from the day of delivery or the day the order becomes available for collection at your nominated store to return an item to us for a refund. The refund will be issued to your original payment method. We aim to refund you within 14 days of receiving the returned item.

please note: We do not offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we will contact you to arrange collection or ask you to cover the return delivery costs.

Excluded items and original condition.

Customer safety and hygeine is really important to us so some items can't be returned to us. There are also items that we manufacture especialy for your order which also can not be returned. We advise that you fully check our size guides on these items to ensure you are ordering the correct size. If you have any questions please contact us

It is fine to try an item on like you would in-store, but please don't wear it. If an item is returned to us damaged, worn, or in poor condition, we won't be able to give you a refund and we may have to send it back to you. At your cost. All items are inspected on return. To receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

Shoes should be tried indoors on a clean dry surface as any tarnishing to the under soles may deem your return as not refundable. We provide our products to our customers in pristine condition, all returns should be sent back in the same condition, without defects, Dirt, Grime, Stones, Mud, etc.

Excluded Items
- Dance School Printed Uniform. (example: Hoodies, T-Shirts, Leggings, Bags etc that are printed with a school logo/name)
- Underwear, Tights, Socks & Facemasks
- Promotional & Free items
- Bespoke items.
- Ballet/Pointe shoes that have had ribbons attached or have been modified in any way.
- Tap Shoes with taps that have been added, or modified in any way.

Faulty Items & Fair Use

Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and block your account and any associated accounts.

Such activity includes but is not limited to: claims relating to orders not being received, items missing, ordering and frequently returning; unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them; or returning items worn/used and not matching what was originally ordered.

Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.

Warranty Policy

We offer a limited warranty on the following items. This warranty covers defects in materials and workmanship. If you believe your product is defective, please contact us within 6 months providing images of the potential fault so our customer care team can best assist you.

6 Month - Printed Dance Uniform Items
6 Month - Footwear
1 Month - Pointe Shoes

After 6 months, We will no longer accept responsibility for any defects in materials or workmanship due to the nature of footwear being a consumable item. We also cannot accept returns or exchanges for products that have been worn beyond normal wear and tear. To ensure you get the best perfomance out of your Printed Dance School 'Uniform' please see our care recomendations here

Shoes are considered consumable items, and we cannot be held responsible for accelerated wear and tear caused by scratches, trips, or falls that may have resulted in damage to your product. It is advisable to apply suitable protection to your products to extend their lifespan. In cases where there is visible proof of premature wear beyond the expected level of normal use, you will need to demonstrate that the fault existed at the time of purchase. If evidence is provided showing a pre-existing fault before the purchase, we reserve the right to either issue a repair or provide credit.

If you have any questions about our warranty policy, please contact the team.

RETURN your parcel Via Royal Mail - £3.00

Options include drop off at your local Post Office, drop in a red post box, or arrange for the item to be collected from home as long as the parcel criteria below are net.

Parcel criteria:

  • Box/Bag – Please ensure your item is less than 20kg and smaller than 61cm (L) x 46cm (W) x 46cm (D)
  • Tube - Please ensure the item is less than 20kg and the length plus twice the diameter does not exceed 104cm, with the greatest dimension being no more than 90cm

Step 1: Print and include the Returns form in with your return

Step 2: Visit Royal Mail and input your returns details, from here you will then be able to select how to return the parcel to us. The RMA is your order number with RMAat the front. Example RMA20231234

Step 3: Once your return is received we will email you to confirm we have received your parcel, we will then process your refund less £3 for the cost of returns postage, within 2 working days.

RETURN via Own Method

  1. Alternatively you can return your items using your own method.

  2. 1. Pack all the returned items, along with a print off of your confirmation email or Downloaded Returns From. You can use the box/bag the items arrived in or another box/bag, if you prefer. We do not accept any responsibility for returned items until they arrive with us so please ensure you get proof of purchase if using your own shipping method.

    2. Go to local post office, or another courier, to ship the package. Return address for the package:

    Pandr RETURNS Dept
    Shaw Wood Way

    DN2 5TB

  3. 3. We recommend that you request a "proof of posting" receipt, as we accept no responsibility for mislaid return parcels. Goods must be sent in resalable condition in the original packaging with all tags still attached and per returns policy

    You will receive an email as soon as we receive your items, and when the refund is approved.

Returns To Store

  • We accept all returns in store providing the terms have been met. Just bring your items with proof of purchase. A receipt, screenshot of the order or email will be acceptable.

    Exchanges can be made in store or if you require a refund we can either offer store credit or process the payment back to your original payment method.

General Delivery & Refund Information

  • - Every effort is made to ship orders in one complete shipment. If an item is out of stock you will be notified by email. We will ship the available goods first and ship the remaining Items as soon as they become available. All deliveries are subject to stock availability. In the event of a stock error and we are unable to despatch immediately we will email to advise of estimated despatch dates.

    - Please note we can not add additional delivery information to orders. Please leave suitable note on your door for delivery service. If you are not available on delivery there will be a card left so you can re-arrange delivery or collection from relevant sorting office.

    - Once an item/s have been despatched and proof of shipping is available we will only class an item as missing/undelivered after 10 working days. We are then able to process a replacement order or refund.

    - If an incorrect delivery address has been supplied and the parcel fails to be delivered we are only able to offer a redelivery upon payment of a £5.95 shipping charge. Undelivered orders can take up to 28 days to be received back.

Frequently Asked Questions

What items are returnable?

Within 30 days of receipt of your shipment or notice of collection.
In original new condition with tags attached.
Unwashed and Unworn
In the original packaging with tags attached.

Please see above for full returns policy.

What items are non-refundable non-returnable?

Excluded Items
- Dance School Printed Uniform. (example: Hoodies, T-Shirts, Leggings, Bags etc that are printed with a school logo/name)
- Underwear, Tights, Socks & Facemasks
- Promotional & Free items
- Bespoke items.
- Ballet/Pointe shoes that have had ribbons atatched or have been modified in any way.
- Tap Shoes with taps that have been added, or modified in any way.

Are there any charges for return?

There are no charges for returns however if you decide to use our easy TRACKEd returns we will deduct £3 off your refund amount.
Original shipping charges is non-refundable
If you choose to return an item using your own method you are responsible for return shipping charges and Pandr is not responsible for lost parcels so please use a tracked/recorded service.

How do I return?

Please either contact us for a RMA number or return your products along with returns form which can be found just above. Please complete as much information (Refund, Exchange inc Size/Colour) to help us with a speedy resolution.

How soon will I get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, we aim to refund within 14 days. Please allow up to 30 days before contacting us.

This returns policy is valid for both store and online purchases unless clearly marked otherwise. Please note that TRADE customers may have alertante/additional conditions which can be found here

Updated 04/01/2024

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Store Opening Times
Monday to Friday
10am - 6pm
10am - 4pm

01302 822444

Up to 90 day returns.

Pandr has an up to 90 day return policy but please note this excludes ALL printed uniform items. See our Deliveries and Returns page for more info.


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Despatch Times

In stock items are being despatched within 2 days. Orders with printed items take on average 10 days. More information is provided on individual product pages.

Pointe Shoe Fitting

Book by clicking the link on the bottom of the homepage and follow the instructions which will be emailed to you.

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