Frequently Asked Questions
Shopping with Astley Clarke
1. How do I contact a Personal Shopper?
2. What are your shipping charges?
3. What is your policy for returns and exchanges?
4. Can I come to your showroom and view the jewelry?
5. Do you offer a bespoke service
6. Do you offer an engraving service?
7. Is gift wrapping available?
8. Are the products pictured actual size?
10. Which payment methods do you accept?
Your Jewelry Questions Answered
1. How do I measure my ring size?
2. What is Vermeil?
3. Are Astley Clarke diamonds from traceable sources?
4. What are the twelve birthstones?
My Account
1. Why should I register an account with Astley Clarke?
2. What do I do if I forget the password to My Account?
3. How do I view my Order History?
4. How do I use a media/promo code?
Shopping with Astley Clarke
1. How do I contact a Personal Shopper?
Our expert team of Personal Shoppers have an indisputable passion for jewelry, and are available to help with any queries you may have by telephone or email. Please call 1-855-278-5392(ASTLEYC). Our Personal Shoppers are available Monday to Friday 9am to 6pm (GMT), excluding Bank Holidays. You may also contact them by email at Customerservice@astleyclarke.com.
2. What are your shipping charges?
Free Shipping on orders over $250 (3-5 working days)
On orders under $250 shipping is charged at $24.95 (3-5 working days)
Learn more about shipping at Astley Clarke
3. What is your policy for returns and exchanges?
Astley Clarke operates an "If it doesn't look beautiful, return it" policy. This means that you can simply return your jewelry to us for any reason. A Return Authorization (RA) number must be requested from Astley Clarke within 7 days of delivery. RA numbers can be obtained by emailing us at returns@astleyclarke.com. Once you have received your RA number, please take care to follow the instructions detailed below:
• Please note that unauthorized returns/exchanges may be returned to the sender. Returns should be shipped within 7 days of receiving your RA number
• Returns received outside the above time frames are accepted at the discretion of Astley Clarke
• Astley Clarke will not accept returns for any items that have been worn or have had their tags removed. Upon receipt of an order, if any item has been received with no tags, you should notify us (by phone or email) on the same day if you wish to return the item
• We strongly advise all customers to check their purchase thoroughly upon receipt before removing any attached tags and before disposing of any original packaging
• In the event of failure to return any item to us within the time limits stated, even though validly cancelled, we reserve the right to charge any costs of recovery of the goods
• Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU)
• Bespoke items - items that we do not currently carry in stock - and Special Orders cannot be exchanged or returned under any circumstance. For more information please see Bespoke Jewelry, or contact one of our Personal Shoppers on 1-855-278-5392(ASTLEYC)
4. Can I visit your showroom and view the jewelry?
Yes. Astley Clarke has a beautiful Showroom based in Central London.
Showroom Opening Times; Monday to Thursday 9am-6pm (GMT)
and 9am to 5pm (GMT) on Friday.
Please feel free to call us on 1-855-278-5392(ASTLEYC) and make an appointment to view a collection. We are based at 6 Junction Mews, London W2 1PN.
5. 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 jewelry that are beyond your expectations.
Learn more about our Bespoke Jewelry Service
6. Do you offer an engraving service?
Yes. Astley Clarke offer a customized hand engraving service for a selection of our fine designer jewelry. 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 personalization of any piece of jewelry. 1-855-278-5392(ASTLEYC) or email customerservice@astleyclarke.com
Learn more about our Jewelry Engraving Service
7. Is gift wrapping available?
Yes. Gift wrapping is available for an additional $7.95 for each item. Your jewelry 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.
8. 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 endevour to show each piece worn by a model.
9. 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 Jewelry 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.
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 karat and be at least 1.5 micrometres thick.
3. Are Astley Clarke diamonds from traceable sources?
Astley Clarke diamonds are from traceable sources and adhere to the strict guidelines outlined in the Kimberley Process.
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 jewelry 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 1-855-278-5392(ASTLEYC).
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. 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.
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