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Most Frequently Asked Questions

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 [email protected] and we will be happy to assist further.

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.

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.

How long does engraving and personalisation take?

If you've added personalisation to your order, please allow up to 2 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. We may be able to provide you with a promotional code at our discretion; please contact [email protected] for more information. 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.

The ring size I need isn't listed on your website; is it available?

Our contemporary sterling silver/vermeil rings are currently available in sizes J, L, N and P. Our selection of Signet Rings are also coming in sizes F and H. Our 14ct solid gold rings can potentially be made in alternative sizes than those listed. Please send an email enquiry to [email protected] for more information.

Getting in Touch with a Personal Shopper

Our expert team of Personal Shoppers have an indisputable passion for jewellery, and are available to help with any queries you may have by telephone or email.
Please call +44 (0)20 7706 0060 or email [email protected].

Please note: Rest assured that we are taking extra care to ensure optimum cleanliness across all operations at this time - all jewellery is disinfected regularly and strict health and safety procedures are in place.