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Your Orders, Updates, & Tracking

I haven't received an order confirmation. Can you resend it to me? Have you received my order?

Our order confirmation emails are generated automatically and sent to the email address which was used when you placed your order. If you have not received yours, please double-check your junk mail folder as from time to time, depending on your email settings, our emails can be filtered as spam. If you are still unable to locate your confirmation email, please contact us at personalshopper@astleyclarke.com and we will be happy to assist further.

Is it possible to change the contact details or delivery address on my order?

As soon as you have placed your order and if your item is in stock, it will be processed straight away to ensure that you receive your jewellery without delay. This does therefore mean that amending or cancelling your order may not always be possible. If you would like to change any of the delivery details you have provided, please send an email to personalshopper@astleyclarke.com as soon as possible and we will do our best to accommodate your requirements.

Has my order been despatched yet? Will you tell me when my order has been despatched?

We aim to complete and dispatch all orders within 3 business days. As soon as your order has been completed and when the parcel is on its way, you will receive a despatch notification email from Astley Clarke with confirmation. Depending on your delivery location, you may also receive updates via text and email from the courier when the parcel enters the delivery network. If you have not received a confirmation from us after 3 business days, please double-check your junk mail folder as from time to time, depending on your email settings, our emails can be filtered as spam.

What does pre-order mean and what are the lead times?

Our pre-order service allows you to reserve jewellery while it is in production and before it has arrived in our warehouse. We aim to despatch pre-ordered jewellery on or before the despatch date stated on the website at the time of your order. A confirmation email will be sent to you with the intended despatch date. By pre-ordering you are securing your intended despatch date. The site may reflect a new later date if demand increases but your date will not be affected. If the expected despatch date experiences a delay of more than one week we will contact you with the new expected despatch date, and you may cancel the order if the revised date is not suitable.

Regarding your payment, your card will be debited for the value of the item when you have placed your order. 

If your order contains jewellery that is both in stock and on pre-order we will despatch the available pieces immediately. When the jewellery on pre-order is ready for dispatch, you will be sent a separate despatch confirmation email.

 

How do I track my order online? Who will be delivering my order? / I missed my delivery...

  • If your order is being sent to a UK delivery address and the tracking number you have received is made up of both letters and numbers, (e.g. AB123456789GB) the parcel will be delivered by the Royal Mail. You can track and manage your delivery online here.
  • If your order is being sent to a UK delivery address and the tracking number you have received is made up of 15 numbers (e.g. 1550 5483 026 217 1) the parcel will be delivered by DPD. You can track and manage your delivery online here.
  • If your order is being sent Internationally and the tracking number you have received is made up of 10 numbers, usually starting with a 7 (e.g. 7123456789) the courier handling your parcel will be DHL. You can track and manage your delivery online here.
  • If your order is being sent Internationally and the tracking number you have received is made up of 12 numbers, usually starting with a 7 (e.g. 712345678901) the courier handling your parcel will be FedEx. You can track and manage your delivery online here.
  • If your order is being sent to the Middle East and the tracking number you have received is made up of 11 numbers, usually starting with a 3 (e.g. 31234567890) the courier handling your parcel will be Aramex. You can track and manage your delivery online here.

The tracking shows my parcel has been delivered, but it hasn't. Can you help?

If you have checked that your parcel has not been left in a safe place or accepted by a neighbour on your behalf, please send an email with your order number and any information which may be useful to personalshopper@astleyclarke.com and we will investigate this further for you.

Will all products in my order be delivered at the same time?

If the items you have ordered are in stock they will be delivered at the same time. Pre-ordered jewellery will be sent to you on or before the despatch date stated on your order confirmation email. 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 despatch we will contact you to re-confirm your card details. You will be sent a separate despatch confirmation email when your pre-ordered jewellery is dispatched. For further information on pre-orders, please click here.