Shopping Bag:
FAQs
Shopping at Astley Clarke
1. How can I reach Customer Service?
Our knowledgeable customer service team will deal with your queries by phone or email. Please call on 0870 850 5685 (within the UK) or +44 (0) 207 706 0060 (for overseas orders). Customer service is available Monday to Friday 9am to 6pm. You may also contact the team by email customerservice@astleyclarke.com.
2. I have never bought designer jewellery online: How can I be sure I'll be happy with my purchase?
We do our best to accurately represent our jewellery, via photos, product descriptions and measurements. Our experience has been that the jewellery has exceeded our customers' expectations since even our best photographs do not reflect the colours and sparkle of the gemstones. However, should you want to return the item, you have 7 days from the date of receipt to change your mind and we will happily refund your payment. View our Returns Policy.
3. Are your designs exclusive to Astley Clarke?
Yes. Most of our designers have designed an exclusive range for Astley Clarke. Some designers however have not designed an exclusive range but either sell exclusively to us in the UK or sell exclusively to us online. We aim to clearly state in the 'Jewellery Designers' section of the site whether or not the collection is exclusive.
4. Are the stones real?
Yes. Astley Clarke only sells jewellery made with real precious or semi-precious gemstones. Where they are significant, stone weights have been included in the product descriptions. If a product contains diamonds and another stone type as well, the weight listed is the total diamond weight.
5. I saw a piece of jewellery a while ago on Astley Clarke and now I cannot find it, what should I do?
Please call our customer service team on 0870 850 5685 (UK) or +44 (0) 207 706 0060 (Overseas) and we will do our best to get the piece for you.
6. How long do I have to wait for a special order product? How do I pay for it?
For special order items i.e. those that are made to order please call 0870 850 5658 (UK) or +44 (0) 207 706 0060 (Overseas). Special orders are generally unique pieces and we will place a special order on your behalf. Half of the payment we take up front and the other half once your jewellery is ready to be dispatched to you. Depending on the item this may take between 4 and 8 weeks due to the fact that the diamonds/stones are being sourced and your jewellery is being made for you. All items requested for special order are non-returnable and non-refundable.
7. Is it possible to modify your jewellery so that it fits me perfectly?
Yes. At Astley Clarke, you can make a special request by emailing jewelleryexpert@astleyclarke.com. We will contact you if there is a small additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service.
8. Are chains included?
Yes.
9. Will my item come in a box?
Yes, all items are delivered to you in our Astley Clarke gift box.
10. Is gift-wrapping available?
Yes. Gift-wrapping is available for an additional £4.50 for each item. Simply check the gift wrap box before you add an item to your basket. If you would like to send the gift straight to the recipient, just tick 'I would like to provide an alternative delivery address' on Step 2 of the checkout. The invoice will be sent to the billing address. View our Gift Guide.
11. Are the products pictured actual size?
Because computer monitors vary in size, it is impossible to show an actual size image on the Internet. We do endeavour to show you the correct size using the ‘See how fits’ link and the ‘Actual Size’ link. 'See how it fits' shows you how different length necklaces sit on your neck. In some cases, ‘Actual Size’ will show you a photograph of your chosen product being worn.
12. Is VAT charged on-line?
VAT is charged at 17.5% for all EU orders and is included in the retail price. If you are purchasing jewellery from outside the EU the VAT will be removed at checkout. Please email customerservice@astleyclarke.com if you have further queries about VAT or call us on +44 (0)207 706 0060.
13. How can I obtain a catalogue of Astley Clarke merchandise?
Recieve the exquisite Astley Clarke Catalogue by clicking here
14. Can I order from overseas?
Yes. Either place your order online or call us on +44 (0) 207 706 0060. Your price will be show in £s, $s or Euros and this can be changed in the top right hand corner of the website. The actual transaction on your card will leave your account in £’s. There is no extra charge for this. We use current exchange rates. The delivery charge for overseas destinations is £15.00.
15. What are the currency flags for at the top of the site? Can I pay for jewellery in $s or Euros?
Your price will be show in £s, $s or Euros depending on which flag you select. We use current exchange rates. The actual transaction on your card will leave your account in £s.
16. Are Astley Clarke diamonds all from traceable sources?
Astley Clarke diamonds are from traceable sources. To read more about the Kimberley Process, click here.
17. What are the twelve birthstones?
18. Which gem stones represent which wedding anniversaries?
Special Services
19. What if I want my jewellery NOW? To go with tonight’s dress?
Call us on 0870 850 5685. We understand that a lady sometimes needs the perfect earrings or necklace for that special occasion and simply can’t wait. If you live in London, please select 'London Same Day Delivery' during the check out and your jewellery will be delivered on the same day. This service costs £15. If you live in the UK but outside of London we can still get the jewellery to you for before 9am the next morning if you call us to arrange. Learn more about Delivery.
20. I am a man and need help buying a gift for my girlfriend/ fiancé/ wife/ daughter/ mother. Can you help?
Yes. Please call 0870 850 5685 or email us at jewelleryexpert@astleyclarke.com and tell us broadly what you are looking for and the price range and we will suggest appropriate gifts. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then she can exchange or return it. View our Gift Guide.
21. I need to buy an engagement ring, can you help me?
Yes. Please call us and we can discuss your requirements and help you find the perfect ring. Astley Clarke also offers a bespoke jewellery service.
22. I need help/advice about my bridal jewellery, can you help me?
Yes. Please call us on 0870 850 5685 or email us jewelleryexpert@astleyclarke.com and we can discuss your requirements and help you find the perfect jewellery for your wedding day. View our bridal collection.
23. Do you do gifts for men?
Yes. View Men's Gifts.
24. I don’t have time to shop. Can you recommend gifts for me?
Yes. Send us your list of people you need to buy gifts for, their age, gender, a brief description about them and how much you want to spend and we will put together the ideal gift list for you. Once you have made your choices from the list, we will ask you to send through your recipients’ addresses and any messages you'd like us to write on the gift cards. We will then wrap the gifts and deliver them with your note.
25. Can I come to your offices and view the jewellery?
Yes. Astley Clarke has a beautiful showroom based in Central London. Please feel free to call us on 0870 850 5685 and make a special appointment to view the collection or to see and feel a specific piece of jewellery. We are based at 6 Junction Mews, London W2 1PN and would be delighted to meet you in person and assist with your jewellery shopping. Please advise which pieces you are interested in before coming so that we can make sure we pull them from our warehouse in time for your arrival.
Gift Vouchers
26. How do gift vouchers work?
Astley Clarke currently sells gift vouchers that are available as £50, £100 and £500 or can be purchased in multiples if required. Gift vouchers can be sent directly to you or your recipient's address by post. Each gift voucher has a number and pin code which can be redeemed against any purchase on the web site. When going through the final process for payment on the site, at Step 3 at the bottom of the page you will see the words "If you have a voucher to redeem against this order click here". Click on the voucher symbol and follow the instructions to redeem your voucher. To purchase a voucher please click here.
27. Can I send a gift voucher by email?
Yes. Vouchers purchased online are normally sent through the post. However, if you would prefer the voucher to be sent by email please call us on 0870 850 5685 or +44 (0) 207 706 0060 (from overseas). The recipient will then be able to redeem the voucher online using the voucher number and pin number.
Delivery
28. How long will my packages take and how will they be shipped?
For information on delivery within the UK and overseas, view our Delivery section.
Returns
29. What is your returns policy?
View information on Delivery and Returns.
Jewellery Info & Care
30. How do I care for my jewellery?
1. How can I reach Customer Service?
Our knowledgeable customer service team will deal with your queries by phone or email. Please call on 0870 850 5685 (within the UK) or +44 (0) 207 706 0060 (for overseas orders). Customer service is available Monday to Friday 9am to 6pm. You may also contact the team by email customerservice@astleyclarke.com.
2. I have never bought designer jewellery online: How can I be sure I'll be happy with my purchase?
We do our best to accurately represent our jewellery, via photos, product descriptions and measurements. Our experience has been that the jewellery has exceeded our customers' expectations since even our best photographs do not reflect the colours and sparkle of the gemstones. However, should you want to return the item, you have 7 days from the date of receipt to change your mind and we will happily refund your payment. View our Returns Policy.
3. Are your designs exclusive to Astley Clarke?
Yes. Most of our designers have designed an exclusive range for Astley Clarke. Some designers however have not designed an exclusive range but either sell exclusively to us in the UK or sell exclusively to us online. We aim to clearly state in the 'Jewellery Designers' section of the site whether or not the collection is exclusive.
4. Are the stones real?
Yes. Astley Clarke only sells jewellery made with real precious or semi-precious gemstones. Where they are significant, stone weights have been included in the product descriptions. If a product contains diamonds and another stone type as well, the weight listed is the total diamond weight.
5. I saw a piece of jewellery a while ago on Astley Clarke and now I cannot find it, what should I do?
Please call our customer service team on 0870 850 5685 (UK) or +44 (0) 207 706 0060 (Overseas) and we will do our best to get the piece for you.
6. How long do I have to wait for a special order product? How do I pay for it?
For special order items i.e. those that are made to order please call 0870 850 5658 (UK) or +44 (0) 207 706 0060 (Overseas). Special orders are generally unique pieces and we will place a special order on your behalf. Half of the payment we take up front and the other half once your jewellery is ready to be dispatched to you. Depending on the item this may take between 4 and 8 weeks due to the fact that the diamonds/stones are being sourced and your jewellery is being made for you. All items requested for special order are non-returnable and non-refundable.
7. Is it possible to modify your jewellery so that it fits me perfectly?
Yes. At Astley Clarke, you can make a special request by emailing jewelleryexpert@astleyclarke.com. We will contact you if there is a small additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service.
8. Are chains included?
Yes.
9. Will my item come in a box?
Yes, all items are delivered to you in our Astley Clarke gift box.
10. Is gift-wrapping available?
Yes. Gift-wrapping is available for an additional £4.50 for each item. Simply check the gift wrap box before you add an item to your basket. If you would like to send the gift straight to the recipient, just tick 'I would like to provide an alternative delivery address' on Step 2 of the checkout. The invoice will be sent to the billing address. View our Gift Guide.
11. Are the products pictured actual size?
Because computer monitors vary in size, it is impossible to show an actual size image on the Internet. We do endeavour to show you the correct size using the ‘See how fits’ link and the ‘Actual Size’ link. 'See how it fits' shows you how different length necklaces sit on your neck. In some cases, ‘Actual Size’ will show you a photograph of your chosen product being worn.
12. Is VAT charged on-line?
VAT is charged at 17.5% for all EU orders and is included in the retail price. If you are purchasing jewellery from outside the EU the VAT will be removed at checkout. Please email customerservice@astleyclarke.com if you have further queries about VAT or call us on +44 (0)207 706 0060.
13. How can I obtain a catalogue of Astley Clarke merchandise?
Recieve the exquisite Astley Clarke Catalogue by clicking here
14. Can I order from overseas?
Yes. Either place your order online or call us on +44 (0) 207 706 0060. Your price will be show in £s, $s or Euros and this can be changed in the top right hand corner of the website. The actual transaction on your card will leave your account in £’s. There is no extra charge for this. We use current exchange rates. The delivery charge for overseas destinations is £15.00.
15. What are the currency flags for at the top of the site? Can I pay for jewellery in $s or Euros?
Your price will be show in £s, $s or Euros depending on which flag you select. We use current exchange rates. The actual transaction on your card will leave your account in £s.
16. Are Astley Clarke diamonds all from traceable sources?
Astley Clarke diamonds are from traceable sources. To read more about the Kimberley Process, click here.
17. What are the twelve birthstones?
18. Which gem stones represent which wedding anniversaries?
Special Services
19. What if I want my jewellery NOW? To go with tonight’s dress?
Call us on 0870 850 5685. We understand that a lady sometimes needs the perfect earrings or necklace for that special occasion and simply can’t wait. If you live in London, please select 'London Same Day Delivery' during the check out and your jewellery will be delivered on the same day. This service costs £15. If you live in the UK but outside of London we can still get the jewellery to you for before 9am the next morning if you call us to arrange. Learn more about Delivery.
20. I am a man and need help buying a gift for my girlfriend/ fiancé/ wife/ daughter/ mother. Can you help?
Yes. Please call 0870 850 5685 or email us at jewelleryexpert@astleyclarke.com and tell us broadly what you are looking for and the price range and we will suggest appropriate gifts. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then she can exchange or return it. View our Gift Guide.
21. I need to buy an engagement ring, can you help me?
Yes. Please call us and we can discuss your requirements and help you find the perfect ring. Astley Clarke also offers a bespoke jewellery service.
22. I need help/advice about my bridal jewellery, can you help me?
Yes. Please call us on 0870 850 5685 or email us jewelleryexpert@astleyclarke.com and we can discuss your requirements and help you find the perfect jewellery for your wedding day. View our bridal collection.
23. Do you do gifts for men?
Yes. View Men's Gifts.
24. I don’t have time to shop. Can you recommend gifts for me?
Yes. Send us your list of people you need to buy gifts for, their age, gender, a brief description about them and how much you want to spend and we will put together the ideal gift list for you. Once you have made your choices from the list, we will ask you to send through your recipients’ addresses and any messages you'd like us to write on the gift cards. We will then wrap the gifts and deliver them with your note.
25. Can I come to your offices and view the jewellery?
Yes. Astley Clarke has a beautiful showroom based in Central London. Please feel free to call us on 0870 850 5685 and make a special appointment to view the collection or to see and feel a specific piece of jewellery. We are based at 6 Junction Mews, London W2 1PN and would be delighted to meet you in person and assist with your jewellery shopping. Please advise which pieces you are interested in before coming so that we can make sure we pull them from our warehouse in time for your arrival.
Gift Vouchers
26. How do gift vouchers work?
Astley Clarke currently sells gift vouchers that are available as £50, £100 and £500 or can be purchased in multiples if required. Gift vouchers can be sent directly to you or your recipient's address by post. Each gift voucher has a number and pin code which can be redeemed against any purchase on the web site. When going through the final process for payment on the site, at Step 3 at the bottom of the page you will see the words "If you have a voucher to redeem against this order click here". Click on the voucher symbol and follow the instructions to redeem your voucher. To purchase a voucher please click here.
27. Can I send a gift voucher by email?
Yes. Vouchers purchased online are normally sent through the post. However, if you would prefer the voucher to be sent by email please call us on 0870 850 5685 or +44 (0) 207 706 0060 (from overseas). The recipient will then be able to redeem the voucher online using the voucher number and pin number.
Delivery
28. How long will my packages take and how will they be shipped?
For information on delivery within the UK and overseas, view our Delivery section.
Returns
29. What is your returns policy?
View information on Delivery and Returns.
Jewellery Info & Care
30. How do I care for my jewellery?
