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A World of Service at Astley Clarke

Please contact +44 (0) 207 706 0060 or email Customer Service

Frequently Asked Questions

Shopping with Astley Clarke

1. 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. Our Personal Shoppers are available Monday to Thursday 9am to 6pm, & Friday 9am to 5pm. You may also contact them by email at personalshopper@astleyclarke.com.

2. Can my jewellery be 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) 207 706 0060.

Learn more about Delivery at Astley Clarke

3. What are your delivery charges?

UK Standard Delivery is Free
UK Next Day Delivery is £9.95 (If your order is placed before 3pm)
London Evening delivery £12.95 (If your order is placed before 2pm)
London Same Day delivery £20 (If your order is placed before 2pm)
European Delivery £12.95 (3 - 5 working days)
International Delivery £19.95 (3 - 5 working days)

Learn more about Delivery at Astley Clarke

4. What is your policy for returns and exchanges?

You can return your jewellery free of charge (within the UK) for any reason. A Return Authorisation (RA) number must be requested from Astley Clarke within 14 days of receiving your jewellery, and we must then receive your jewellery back within 7 days.

Learn more about our Returns and Exchanges Policy

5. Can I visit your boutique and view the jewellery?

Yes. Astley Clarke has a beautiful Boutique based in Central London.

Showroom Opening Times:

Monday to Thursday 9am to 6pm
Friday 9am to 5pm
Saturday 10am to 5pm

Please feel free to call us on +44 (0) 207 706 0060 and make an appointment to view a collection. We are based at 6 Junction Mews, London, W2 1PN.

6. 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

7. 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) 207 706 0060 or email customerservice@astleyclarke.com

Learn more about our Jewellery Engraving Service

8. 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 Astley Clarke's Gift Wrapping.

9. 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 however provide meticulous measurements and endeavour to show each piece worn by a model.

10. Is VAT charged online?

VAT is charged at 20% for all orders and is included in the retail price.  Please email customerservice@astleyclarke.com if you have further queries about VAT, or call us on +44 (0) 207 706 0060.

11. Which payment methods do you accept?

We accept payment online by Visa, MasterCard, Amex, Maestro, Electron or Solo. In addition, you can also pay for all or part of your order using Astley Clarke Gift Vouchers.

Click here for more information.

Your Jewellery Questions Answered

1. 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.

2. 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.

3. 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 if you have any concerns regarding the source of a diamond or gemstone.

4. What are the twelve birthstones?

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

My Account

1. 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

2. 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.

3. How do I view my Order History?

To view your Order History log on to 'My Account'. If you have not registered an account with us, you can do so Here

4. 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 pounds sterling, and the actual transaction on your card will leave your account in pounds sterling. The delivery charge for overseas is £12.95 to Europe (5 working days), £19.95 to the rest of the world (5 working days).

5. How do I redeem a gift voucher?

Gift vouchers are available in various denominations (from £50 to £5000) and you can purchase any multiple of these vouchers. 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 web site or over the telephone.

For further advice please click here.

6. How do I use a media/promo code?

From time to time we may offer promotional media codes, either on our own website or through our carefully selected partners.

Click here to learn how to redeem your media code.

© Astley Clarke Limited 2014