RETURNS - EXCHANGES AND REFUNDS
Returning your jewellery online
You can return your jewellery for a refund within 30 days of receipt. Online returns are £5, and this fee will be deducted from your refund total once completed.
Returning your jewellery in-store
If you wish to return in-store, you can take your unwanted order to our Monmouth Street Flagship and return within 30 days free of charge.
Exchanging your jewellery
You can return your jewellery free of charge for an exchange within 30 days of receipt. Please note that your return and delivery country must be the same. Exchanges and refunds are typically processed within 5 days of receipt, but in busy periods like sales and promotions, this might take longer, up to 10 days to process.
Exemptions to returns and exchanges
The below items are not eligible for returns or exchanges:
- Personalised items that have been engraved or customised
- Earrings for hygiene reasons
- Gift wrap
- Shipping charges
Exchanges are dependant on stock availability, if the item you have requested is out of stock, someone from our team will contact you.
UK Returns
Step 1:
Complete the online returns form and place the item(s) back into the original packaging and return to our London address.
Note: If returning more than one piece from the same order, please place all returns in one shipment, as you may incur the charges from any subsequent returns.
Step 2:
Generate your free retun using the link below.
https://astleyclarke.returns.shop/.
Attach the label to the outside of your parcel.
Step 3:
Take the parcel to your chosen dropoff point via https://astleyclarke.returns.shop/.
Please note that we do not accept liability for returned goods if you do not return them using the recommended free returns service provided.
Very important, please note:
Uunauthorised returns may be returned to the sender. Returns received outside the above time frames are accepted at the discretion of Astley Clarke. We recommend using the tracked returns service provided. Using an alternative tracked delivery service does not affect your statutory rights. Returns policy for items on sale is the same as our returns policy noted above.
Engraving & Bespoke Orders
Please note that engraved products, bespoke items, special orders and items that we do not currently carry in stock, cannot be exchanged or returned under any circumstances. If your engraved piece is faulty, you can return the item to us using the free returns service.
For more information please see Bespoke Jewellery and Personalised Jewellery, or contact one of our Personal Shoppers at personalshopper@astleyclarke.com
EARRINGS
Please note that we cannot accept returns of earrings due to hygiene purposes. All sales of earrings, unless faulty, are final.
International Returns
We offer returns* for the following countries:
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Ireland (Republic of), Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Norway, Netherlands, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovenia, Slovak Republic, Spain, Sweden, UAE, USA.
*Return and delivery country must be the same, excludes personalised items.
Outside of these, you can return your jewellery, excluding earrings, with our express service for a flat rate of $10 that will be deducted from your final refund total or alternatively you can return the item(s) to us via your preferred carrier.
Access our Returns Portal to return any orders from outside of the UK.
Payment of refund for cancellations should be made within 14 days from receipt of the cancellation, but it can be delayed if we have not received the goods or evidence that they've been returned.
We recommend that you use our express service to return your items to us, as we are not responsible for items that do not reach us. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European community (EU 27.)
Visit the Returns Portal to start your return.
Sale Returns
A £5 fee will be deducted from your total refund if you request a return.
Sample Sale
Our returns policy does not cover purchases made during our Sample Sales. All sales made during this time are final and cannot be exchanged or returned; similarly, our 2 year warranty period does not apply to these items.
Receiving a Refund
Returns must be made within 30 days of the date of receipt. Returns received in saleable condition (undamaged and unworn) will be credited to the purchaser's original payment method. As previously stated, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).
Other
Please note that engraved products, bespoke items, special orders and items that we do not currently carry in stock, cannot be exchanged or returned under any circumstances.
For more information please see Bespoke Jewellery and Personalised Jewellery, or contact one of our Personal Shoppers at personalshopper@astleyclarke.com .
If you have received an item from Astley Clarke as a gift, you can only return the item in exchange for store credit. This must be done within the parameters outlined in this returns policy.
Faulty items will only be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 24 months after delivery. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty.
Note: your statutory rights are not affected. Where possible, items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with a guarantee. It may be possible for us to repair items which have suffered wear and tear. There will be a charge for this service, which is to cover the cost of shipping and any other costs incurred.