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Shopping FAQs

In response to COVID-19, we are following government guidelines and have taken steps to ensure the safety and health of our team across the business. We are working from home where possible; key workers now operate in shifts of fewer people, enforcing social distancing and strict hygiene protocols. Our boutique remains closed for the time being.

How do I contact 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 -mail.
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.

Can I have my jewellery delivered today?

We understand that occasionally a lady simply has to have that perfect something for a special occasion, and that it often can not wait. Such is our confidence that you will find what you are looking for at Astley Clarke that we really will do all we can to try and help. If you live in London, please select "London Same Day Delivery" during checkout and your jewellery will be delivered to your home or office that day. This service costs £12.95. Call us on +44 (0)20 7706 0060 or email [email protected].

Learn more about Delivery at Astley Clarke.

What are your delivery charges?

Visit Delivery for more information on delivery costs, times & destinations.

Where is my order?

All orders to the UK with free delivery take 2-3 days to arrive (excluding weekends and national holidays). If you haven't yet received your order, please contact us on +44 (0)20 7706 0060 or email [email protected].

If you placed an order for delivery outside of the UK, you can track the progress of your order here.

What is your policy for returns and exchanges?

You can return your jewellery, including earrings, free of charge, for any reason.

Please note that engraved pieces cannot be refunded, exchanged, or amended once processed.

All jewellery, excluding personalised items, returned within 14 days of purchase is eligible for a refund or exchange.

We offer FREE returns for the following countries:

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Spain, Sweden, UAE, UK, USA.

All returned jewellery is thoroughly disinfected.

Learn more about our Returns & Exchanges Policy.

Do you offer an engraving service?

Yes, we do. We offer a free customised engraving service for our photo lockets and a selection of jewellery. All engraving is done by machine in our London design studio. Engraving can be visualised and ordered online with our free personalisation tool. Browse all engravable jewellery or call +44 (0)20 7706 0060 or email [email protected] for more information.

View our range of Engravable Jewellery.

Is gift wrapping available?

Yes. Gift wrapping is available for an additional £5.00 per item. You can opt to receive your item pre-wrapped or receive everything you need to wrap your purchase yourself at home. Your jewellery will be wrapped in the finest wrapping paper featuring an excerpt of a bespoke painting by Tomo Campbell and tied with Italian ribbon. Simply select either Gift Wrapping option on the shopping bag page for each individual item. View our Gift Wrapping.

Are the products pictured actual size?

Computer monitors vary in size, so it is impossible to show an actual size image on the Internet. We do however provide meticulous measurements and endeavour to show each piece worn by a model. Call +44 (0)20 7706 0060 or email [email protected] if you have any further queries.

Is VAT charged online?

United Kingdom orders:

VAT is charged at 20% for all orders and is included in the retail price. Call +44 (0)20 7706 0060 or email [email protected] if you have any further queries.

International orders:

Depending on your chosen shipping destination, local taxes, duties or customs clearance fees may apply. This will be stated at the checkout before you are required to complete your purchase.

Which payment methods do you accept?

We accept a variety of payments depending on your chosen delivery country, including Visa, MasterCard, Amex, Maestro and PayPal. In addition, you can also pay for all or part of your order using Astley Clarke Gift Cards.

In special circumstances we can accept payment by BACS or CHAPS - however, please note that we will be unable to dispatch your goods until payment has been received and cleared.

For further information regarding payment please contact one of our Personal Shoppers on +44 (0)20 7706 0060 or email [email protected].

How does pre-order work?

Our pre-order service allows you to purchase jewellery before it has arrived in our boutique. The following conditions apply for pre-orders:

Delivery: We aim to dispatch pre-ordered jewellery on or before the stated dispatch date. A confirmation email will be sent to you with the intended dispatch date. By pre-ordering you are securing your intended dispatch date, the site may reflect a new later date if demand increases but your date will not be affected. If the expected dispatch date experiences a delay of more than one week we will contact you with the new expected dispatch date, you may cancel the order if the revised date is not suitable. An automated dispatch email will be sent to you when the goods are dispatched and a link will be provided to track the item.

Payment: Your card will be pre-authorised (*) for the value of the item. For UK orders, your card will not be debited until the item is ready to be dispatched. If your pre-authorisation has expired we will contact you to re-authorise the card before dispatch.

Multiple items order: 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 dispatch we will contact you to re-confirm your card details. You will be sent a separate dispatch confirmation email when your pre-ordered jewellery is dispatched.

*Pre-authorisation – this is the ring-fencing of funds from your credit card limit. The funds are not debited but by ring fencing them it may prevent you from using this available credit for another purchase. Typically a pre-authorisation may last for a maximum of 21 days and expires once the goods are dispatched and the card is debited.

For further information please contact one of our Personal Shoppers on +44 (0)20 7706 0060 or email [email protected].

Jewellery FAQs

How do I measure my ring or bracelet size?

For help finding your size, visit our Size Guide.

What is vermeil?

Vermeil is a combination of Sterling Silver with a layer of gold on top. To be considered vermeil, the gold must be at least 9 carat and be at least 1.5 micrometres thick.

Vermeil Jewellery

Are Astley Clarke diamonds from traceable sources?

We adhere to the Kimberley Process and are committed to sourcing our diamonds in the most ethical and environmentally responsible manner.

The Kimberley Process, adopted in 2002, regulates 99% of the rough diamond trade worldwide, through a system of import/export controls that prevents conflict diamonds from entering the legitimate supply chain. Key industry representatives, including JA, worked with governments and human rights groups (often called non-governmental organizations, or NGOs) around the world to bring about this solution to the conflict diamond problem. KP is supported and mandated by the United Nations. Today, 69 participating nations and the worldwide diamond industry uphold KP regulations, along with help from NGOs.

How KP Works:

Each of the KP countries is legally bound to export all shipments of rough diamonds in a tamper-resistant, sealed container, along with a government-validated Kimberley Process certificate that includes a list of its contents. No uncertified shipments of rough diamonds are permitted to enter any KP country.

Find out more about Astley Clarke diamonds, or speak to our Personal Shoppers on +44 (0)20 7706 0060 or at [email protected] if you'd like any further information.

Diamond Jewellery

How do I put my new Ear Cuff on?

Simply hold the open side of the cuff up next to the thinnest part of your ear - which is usually just over half way up – move the cuff inwards so it slides onto the ear and over your antihelix, and then slide it down to where it sits comfortably and securely.

Put on correctly, the cuff should sit approximately a third of the way up the ear, over the antihelix.

Ear Cuffs

What are the twelve birthstones?

January Garnet
February Amethyst
March Aquamarine
April Diamond
May Emerald
June Pearl
July Ruby
August Peridot
September Sapphire
October Opal
November Topaz
December Turquoise
Birthstone Jewellery

How does Paypal: Pay in 3 work

Is there a minimum and maximum threshold?

You can use Pay in 3 on purchases between £45 - £2,000.

When will each payment will be?

The payment for each instalment will be automatically collected from the debit card you entered at checkout. Your first instalment will be collected at point of dispatch and instalments 2 and 3 are scheduled 30 and 60 days after the date that your order was placed. You'll receive a reminder from PayPal 3 days before each instalment is collected.

Am I eligible for Paypal in 3?

To use PayPal Pay in 3 you must be at least 18 and live in the UK (excluding Channel Islands and the Isle of Man).

What happens if I cancel or return my order?

Once your cancellation/return has been accepted, PayPal will cancel any future scheduled payments as well as refund any amounts paid. Refunds will be issued back to the debit card which was originally entered at checkout.

Can I pay before the due date?

Yes. Just go to your PayPal account and pay off your remaining balance early.