FAQs

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.

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.

What are your updated Black Friday delivery times?

Due to an increase in volume, our current delivery times are 4-6 working days.Next-day & Same day delivery will be available again on 6th December 2024.

When does your Black Friday sale start and end?

Our Black Friday sale starts on the 20th November and ends on the 2nd December at midnight.

Are any products excluded from the sale?

The following products are excluded from our Black Friday sale: Biography Chain Extender, Gift cards.

I have a discount code, can I use it during Black Friday?

Promotional codes cannot be used on sale products. The codes can be used on regular-priced products once the sale ends.

I have a gift card. Can I use it to buy items in Black Friday?

Yes you can use your gift card or store credit to purchase items during the Black Friday promotion. I’m buying Christmas gifts. Do you have an extended returns policy? All items purchased now can be returned before 14th January. You can see our Returns Policy here.

I bought an item during the Black Friday sale. Can I return it?

Yes you can return any items, excluding earrings and personalised items, bought in the black Friday promotion for a refund, until 14th of January.

What is your returns processing time during Black Friday?

Due to increased volume, you can expect your refund or exchange to be confirmed via email up to 14 days from the day of processing at our studio.

Can I cancel/amend my order or change my address?

Due to the current high volume of orders, we are unable to cancel or amend your order after it has been placed.

Can I reserve items?

We are unable to reserve items or stock during our Black Friday sale.

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.

Do you offer gift wrapping or a gift bag?

You can add gift wrap to your order.

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.

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.

Please check the following.

Can I use more than one discount code?

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

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.

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.

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.

If you've added personalization to your order, please allow up to 3-5 additional working days for completion on top of your selected delivery method.

The photos are not permanently secured and can be replaced. To order replacement photos for your jewelry, 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.

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 14k solid gold rings can potentially be made in alternative sizes than those listed. Please send an email enquiry to personalshopper@astleyclarke.com for more information.

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 finalize 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 finalizing 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