FREQUENTLY ASKED QUESTIONS
Sale & Christmas Returns
For Christmas gifts, any online orders placed between 1st November 2015 and 24th December 2015 can be returned up until 10th January 2016. Normal exclusions apply.
All orders placed during our Sale may be returned and are subject to our standard Returns Policy.
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.
What are your delivery charges?
Visit 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.
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.
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.
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.
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 Cards.
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 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.
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
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 Card?
Gift Cards are available in various denominations (from £20 to £5,000) and you can purchase any multiple of these cards but only one can be used per transaction online. Gift Cards will be sent directly to you or your recipient's address by post. Each Gift Card 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.
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.