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Shopping FAQs

How do I contact a Personal Shopper?

Our expert team of Personal Shoppers have an indisputable passion for jewellery, and are available to help with any queries you may have by telephone or email.
Please call +44 (0)20 7706 0060 or email PersonalShopper@AstleyClarke.com.

Can I have my jewellery delivered today?

We understand that occasionally a lady simply has to have that perfect something for a special occasion, and that it often can not wait. Such is our confidence that you will find what you are looking for at Astley Clarke that we really will do all we can to try and help. If you live in London, please select 'London Same Day Delivery' during Check-out and your jewellery will be delivered to your home or office that day. This service costs £20. Call us on +44 (0)20 7706 0060 or email PersonalShopper@astleyclarke.com.

Learn more about Delivery at Astley Clarke.

What are your delivery charges?

Visit our Worldwide Delivery for more information on delivery costs, times & destinations.

What is your policy for returns and exchanges?

You can return your jewellery free of charge (within the UK) for any reason and we must then receive your jewellery back within 14 days.

Learn more about our Returns & Exchanges Policy.

Can I come to your showroom and view the jewellery?

Yes. Astley Clarke has a beautiful Boutique based in Central London. For more information, including opening times, visit our London Boutique page.

Do you offer a bespoke service?

Yes. Our bespoke service provides personal consultation with our design and personal shopping teams, to create one-off pieces of jewellery that are beyond your expectations.

Learn more about our Bespoke Jewellery Service.

Do you offer an engraving service?

Yes. Astley Clarke offer a customised hand engraving service for a selection of our fine designer jewellery. All engraving is done by hand in central London. This bespoke service cannot be ordered online: please speak to our personal shoppers to discuss the personalisation of any piece of jewellery. Call +44 (0)20 7706 0060 or email PersonalShopper@astleyclarke.com.

Learn more about our Jewellery Engraving Service.

Is gift wrapping available?

Yes. We offer complimentary gift wrapping for all purchases made in the showroom, or it is available for an additional £5.00 for each item on the site. Your jewellery will be wrapped with the finest handmade wrapping paper, tied with an Italian ribbon. Simply check the Gift Wrapping box before you add an item to your basket. View our Gift Wrapping.

Are the products pictured actual size?

Computer monitors vary in size, so it is impossible to show an actual size image on the Internet. We do however provide meticulous measurements and endeavour to show each piece worn by a model. Call +44 (0)20 7706 0060 or email PersonalShopper@astleyclarke.com if you have any further queries.

Is VAT charged online?

United Kingdom Orders:

VAT is charged at 20% for all orders and is included in the retail price. Call +44 (0)20 7706 0060 or email PersonalShopper@astleyclarke.com if you have any further queries.

International Orders:

Depending on your chosen shipping destination, local taxes, duties or customs clearance fees may apply. This will be stated at the checkout before you are required to complete your purchase.

Which payment methods do you accept?

We accept a variety of payments depending on your chosen delivery country, including Visa, MasterCard, Amex, Maestro and PayPal. In addition, you can also pay for all or part of your order using Astley Clarke Gift Vouchers.

In special circumstances we can accept payment by BACS or CHAPS - however, please note that we will be unable to dispatch your goods until payment has been received and cleared.

For further information regarding payment please contact one of our Personal Shoppers on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com.

How does Pre-order work?

Our pre-order service allows you to purchase jewellery before it has arrived in our boutique. The following conditions apply for pre-orders:

Delivery: We aim to dispatch pre-ordered jewellery on or before the stated dispatch date. A confirmation email will be sent to you with the intended dispatch date. By pre-ordering you are securing your intended dispatch date, the site may reflect a new later date if demand increases but your date will not be affected. If the expected dispatch date experiences a delay of more than one week we will contact you with the new expected dispatch date, you may cancel the order if the revised date is not suitable. An automated dispatch email will be sent to you when the goods are dispatched and a link will be provided to track the item.

Payment: Your card will be pre-authorised (*) for the value of the item, your card will not be debited until the item is ready to be dispatched. If your pre-authorisation has expired we will contact you to re-authorise the card before dispatch.

Multiple items order: If your order contains jewellery that is both in stock and on pre-order we will dispatch the available pieces and debit your card only for these pieces. When the jewellery on pre-order is ready for dispatch we will contact you to re-confirm your card details. You will be sent a separate dispatch confirmation email when your pre-ordered jewellery is dispatched.

*Pre-authorisation – this is the ring-fencing of funds from your credit card limit. The funds are not debited but by ring fencing them it may prevent you from using this available credit for another purchase. Typically a pre-authorisation may last for a maximum of 21 days and expires once the goods are dispatched and the card is debited.

For further information please contact one of our Personal Shoppers on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com.

Jewellery FAQs

How do I measure my ring size?

For help finding your ring size, please click here to visit our guide to measuring your ring size.

What is Vermeil?

Vermeil is a combination of Sterling Silver with a layer of gold on top. To be considered vermeil, the gold must be at least 9 carat and be at least 1.5 micrometres thick.

Are Astley Clarke diamonds from traceable sources?

We adhere to the Kimberley Process and are committed to sourcing our diamonds in the most ethical and environmentally responsible manner.

The Kimberley Process, adopted in 2002, regulates 99% of the rough diamond trade worldwide, through a system of import/export controls that prevents conflict diamonds from entering the legitimate supply chain. Key industry representatives, including JA, worked with governments and human rights groups (often called non-governmental organizations, or NGOs) around the world to bring about this solution to the conflict diamond problem. KP is supported and mandated by the United Nations. Today, 69 participating nations and the worldwide diamond industry uphold KP regulations, along with help from NGOs.

How KP Works:

Each of the KP countries is legally bound to export all shipments of rough diamonds in a tamper-resistant, sealed container, along with a government-validated Kimberley Process certificate that includes a list of its contents. No uncertified shipments of rough diamonds are permitted to enter any KP country.

Please speak to our Personal Shoppers on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com if you have any concerns regarding the source of a diamond or gemstone.

What are the twelve birthstones?

January Garnet
February Amethyst
March Aquamarine
April Diamond
May Emerald
June Pearl
July Ruby
August Peridot
September Sapphire
October Opal
November Topaz
December Turquoise

My Account FAQs

Why should I register an account with Astley Clarke?

Once registered you will be able to:

  • Track the progress of your orders
  • View your order history
  • Create a Wishlist of your favourite pieces, which you can either make public or keep private
  • Register for our gift reminder service
  • Register for Astley's Newsletter to hear about the latest designer jewellery collections. You can amend your preferences to personalise the information we send you
  • Update your address details

Click here to register an account.

What do I do if I forget the password to My Account?

If you forget your password, simply click on the 'Forgotten Password' button on the log in screen within 'My Account', and you will receive an email re-setting your password to a new one. Please note that once you have done this, we would advise you to log in and change this to a new password which will be more memorable to you. If you are having problems logging on then please contact our Personal Shoppers on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com.

How do I view my Order History?

To view your order history online, you need to have been logged in to your account when placing your order. If so, click here to log on to 'My Account' and view your order history. If you previously checked out as a guest, please contact our Personal Shoppers on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com who will be able to recall your order history.

Can I order from overseas?

Yes, simply click on the flag in the top left hand corner of the screen to change your shipping destination.

Alternatively, call us on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com and we can place your order over the phone.

How do I redeem a gift voucher?

Gift vouchers are available in various denominations (from £20 to £5,000) and you can purchase any multiple of these vouchers but only one can be used per transaction online. Gift vouchers will be sent directly to you or your recipient's address by post. Each gift voucher has a unique voucher code number which can be redeemed against any purchase on the website or over the telephone. For further advice, call us on +44 (0) 207 706 0060 or email PersonalShopper@astleyclarke.com.

How do I use a media/promo code?

From time to time we may offer promotional voucher codes, either on our own website or through our carefully selected partners. These can be redeemed on the basket page. Terms & Conditions apply.

Refer a Friend FAQs

Do you have a refer a friend scheme and how does it work?

Yes, we have a refer a friend scheme. If you like us enough to recommend us we'll happily give your friends an introductory discount and give you a thank you. What we offer changes over time so please click here to go to the current refer a friend scheme.

Our refer a friend scheme enables you to share with your friends using your name. This means that you can simply tell your friends to come to Astley Clarke and enter your name and they'll be given their discount code. All they need to do to get their reward is to click on the link asking if they have "Been referred by a friend?" at our checkout and enter your name.

You can also recommend us by link, email, on Facebook or on Twitter.

I've been referred to Astley Clarke by a friend and they said I just need to enter their name to get a discount that they offered me. Where can I do this?

There is a link just below the voucher code box on the basket page at the checkout saying "Been referred by a friend?".

Once you've confirmed the friend who referred you, you will be able to access your reward. You can then enter this code in the voucher code box as you’re buying.

I've referred someone. How do I know whether they've bought anything and whether I've got a reward?

We will email you as soon as any rewards are due. The email will have come from 'Mention Me' as this is the company who manage our refer a friend scheme.

It is also possible to see the status of your referrals on your dashboard. You can find a link to your sharing dashboard at the bottom of the email you receive when you sign up for our refer-a-friend scheme.