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FAQs

ORDERS

Have you received my order? I haven't received a confirmation email.

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.

Can I change or cancel my order?

Once the order has been placed, we are unable to make any amendments or cancellations to the order.

Has my order been despatched yet?

We aim to complete and despatch all orders within 3 business days. As soon as your order has been completed and your 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, please double-check your junk mail folder as from time to time, depending on your email settings, our emails can be filtered as spam.

Do you offer gift wrapping or a gift bag?

You can add gift wrap to your order at checkout.

  • Each box will come complete with a bow to make it extra special along a Gift Bag.
  • Please note the gift bag will be delivered empty, ready for you add up to 4 of our jewellery boxes.

    • RETURNS

    Can I return a gift?

    Yes you can return a gift if it falls within our return policy. All you need to do is go to our returns page and initiate an exchange.

    Can I return an item purchased on sale?

    Our sale items are valid for exchange only.

    I have returned my order; how long will the 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 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 an item?

    We offer free exchanges, subject to stock availability. If the item you have requested is out of stock, someone from our team will contact you. Please note that your return and delivery country must be the same.

    WARRANTY

    What is your warranty policy

    There is a two-year warranty on all jewellery purchased from us. This covers manufacturing defects, and we will replace or repair the pieces at no cost. Please see our warranty page for more information.

    DISCOUNTS

    Can I use more than one discount code?

    Only one discount code can be used per order, and they cannot be combined or stacked.

    Why is my discount not working?

    Please check the following

  • Discount codes are only valid on regular-priced items, not sale items.
  • Some of our discount codes have minimum spends. Please check your items meet this minimum.
  • Codes are typically valid for 7 days, please check the codes has not expired.
  • Codes cannot be combined.

    • .

    SALE

    Sale

    I have a discount code, can I use it in the Sale?

    Promotional codes cannot be used on sale products.

    Can I return sale items?

    Sale items are eligible for exchange only, and cannot be returned for a refund.

    GIFT WITH PURCHASE

    I received a free gift with purchase in a promotion. Can I keep this free gift if I am returning what I bought?

    Please return your free gift together with the items that you are returning. If the gift is not returned, we reserve the right to deduct the value of the gift from your refund.

    MATERIALS & CARE

    Why does my gemstone look slightly different from the one shown on the website?

    Gemstones are natural materials, which means no two stones are exactly alike. Variations in color, pattern, clarity, and size are completely normal and part of what makes each piece unique. While we do our best to accurately represent our gemstones in product photos and our preview tools, slight differences may occur.

    Where should I keep my jewellery when it's not being worn?

    We recommend storing your jewellery pieces separately in soft pouches to prevent scratches, and ideally in a dry and cool place away from direct sunlight. Sterling silver oxidises when exposed to air, humidity, sweat or chemicals. Because of this, all gold-plated and sterling silver jewellery are prone to tarnishing over time.

    How can I look after my gemstones?

    Many gemstones can be softer, porous (opals) or organic (pearls), and can be easily damaged by cleaning products, hand sanitisers and chlorine.

    How can I care for my 18K Plated and Vermeil Jewellery?

    Plating will wear off with regular use over time, and scratches can be more visible on high-polish items. We would recommend avoiding showering or exercising with your jewels. Beauty products, including hand sanitiser, perfumes, creams, hairsprays etc can cause your pieces to tarnish and discolour. We recommend always put your jewellery on last when getting ready.

    MADE-TO-ORDER & ENGRAVING

    I ordered a customised piece. When can I expect an update

    Our customised pieces take approximately up to 3-5 working days on top of usual processing times. Once your piece is ready to ship, you will receive an email with your tracking information and should arrive within our standard shipping time. Kindly note, once these pieces are in production they are non-refundable as we are unable to cancel the order.

    Can I return my engraved or made-to-order item?

    Engraved items are not eligible for returns. Please, find our full returns policy here.

    Can I get an image or special characters engraved?

    We can only engrave numbers, letters, punctuation and a selected set of symbols available on the product page.

    BUY NOW, PAY LATER BY CLEARPAY

    What is the “Buy Now, Pay Later” option?

    When you select this payment option, you can purchase your items today and pay in installments. This payment has no interest, fees or impact on your credit score. It is powered by Clearpay.

    How can I make the final payment?

    You can easily make or schedule your payments online or in the Clearpay app at any time. Pay safely and securely by connecting your bank account, debit or credit card to your profile.

    Why was my Clearpay payment not approved?

    The decision of whether or not to approve a Clearpay payment is based on an automated eligibility assessment performed by Clearpay.

    LOCKET PERSONALISATION

    How long does engraving and personalisation take?

    If you've added personalisation to your order, please allow up to 3-5 additional working days for completion on top of your selected delivery method. If you've selected Next Day Delivery, your order will be sent via an express service after it has been personalised.

    Can the locket photos be changed?

    The photos are not permanently secured and can be replaced. To order replacement photos for your jewellery, simply click here to locate your piece and upload a photo. The replacement photo(s) will come with instructions on how to remove and replace the existing one. It will be cut to size, however you may need to trim the photo to fit your locket perfectly and if your image is a little small, we would recommend using a little double-sided tape to secure the picture in place. Removing the image can be a bit tricky. Our top tip would be using a small piece of blue/white tack and pressing this on top of the image with your finger as this will stick to it and help with removal. Alternatively, you may use a pin or a pair of tweezers to grab the edge of the photo, but be very careful if you do opt for this method to avoid scratching the locket. Please click here for more information.

    How many photos can I add to my Locket?

    Our Locket Necklaces and Bracelets can hold upto 2 photos, to check how many photos you can add please refer to the Description on the Product Page

    SHIPPING

    How can I ship my order to a different country to my billing address?

    Should you wish to place your order to be shipped to a different country to your Billing Address, you will need to make sure your Currency is set to the Delivery Country before you go to checkout. You will be required to finalise payment in the shipping country's currency only. This ensures all tax and customs charges are included. You can amend this on our website by changing the country at the top left hand corner of the page.

    Once this has been amended, you will be able to proceed with placing and finalising your order online. You will be able to change your Billing Address country at checkout, when entering your details. Should you have any questions or concerns, Please send an email enquiry to personalshopper@astleyclarke.com

    Are there any extra charges I have to pay on international orders?

    All prices on our website include duties & taxes, there are no additional fees due upon receipt of your package.

    Can I track my order?

    You will receive an email with a tracking number once your order is shipped. Note that Next Day and Express shipping require a signature at delivery. If there is no one to sign for the package, the delivery might be delayed.