Returns, Cancellations, & Refunds FAQs
How do I cancel 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 cancel your order or you believe that you may have placed a duplicate order in error, please send an email to firstname.lastname@example.org as soon as possible and we will do our best to accommodate your requirements. If for any reason this is not possible, as long as your order has not been engraved, you can return it to us within 14 days of receipt for a full refund. Over the festive season, we're offering extended returns: any orders placed after 19th November 2021 are eligible for a refund or exchange until 14th January 2022.
I have returned my order. How long will a refund take?
We will process your return and complete your refund within 10 working days of your order arriving back in our warehouse. You can check if your return has arrived safely back with us by checking your tracking number which can be found on your Post Office receipt. As soon as your refund has been finalised, you will receive a notification email from Astley Clarke with confirmation.
Can I exchange my item for something else?
If the piece you have received does not fit or if it is unsuitable for any reason, you can return it to us for free within 14 days of receipt for an exchange or a refund. If you are a UK customer, please click here for a step-by-step guide on how to return your order. Here you will be able to generate your free returns label. Please have your order number to hand. Our international customers can click here to create their return via the Global-E portal. You will need your order number starting with the letters GE and email address to hand.
Can I exchange an Astley Clarke piece which was gifted to me?
If you would like to exchange a piece of Astley Clarke jewellery which was gifted to you, please click here for a step-by-step guide on how to return your order. Please include a completed returns form detailing which piece(s) you would like to exchange and any information which we may find useful - e.g. the name of the person who purchased the piece. Should we require any additional details from you to process your exchange, and if any additional payment is required, we will contact you when your return arrives to finalise this.
I wish to return my order for an exchange, but an additional payment is required. How do I finalise this?
If the piece you have received does not fit or if it is unsuitable for any reason, you can return it to us for free within 14 days of receipt for an exchange or a refund. Please include a completed returns form detailing which piece(s) you would like to exchange. Should any additional payment be required, we will contact you when your return arrives to finalise this with you.
The product I've received is damaged or faulty. Can you help?
Please send a photo of your jewellery highlighting the fault as best you possibly can, along with your order number and any information which may be useful to email@example.com. The team will review the issue and respond to you as soon as possible with details on how to return your jewellery.
Can I return my item for repair?
Even the finest jewellery requires a little extra attention every now and again. Should your jewellery require repair, in the first instance please send an email to firstname.lastname@example.org and we will be happy to help further. For us to deal with your enquiry as quickly and efficiently as possible, please include:
- A brief summary of the item and what requires repair
- A photograph(s) or short video highlighting the issue as best you can
- Details of where the item was purchased from and if the piece was gifted to you (if known)
- Your proof of purchase (receipt/bank statement)
The team will then review your enquiry and respond with the next steps.
I have just received my order and there is a problem with it. What can I do?
If you have encountered an issue with your order please contact the personal shopping team and have your order number to hand and we will do what we can to help you further.