Home > FAQ's at Astley Clarke

FAQ's at Astley Clarke

1. I have never bought designer jewellery online: How can I be sure I'll be happy with my purchase?

We do our best to accurately represent our jewellery, via photos, product descriptions and measurements. Our experience has been that the jewellery has exceeded our customers' expectations since even our best photographs do not reflect the colours and sparkle of the gemstones. However, should you want to return the item, you have 7 days from the date of receipt to change your mind and we will happily refund your payment.

2. Are your designs exclusive to Astley Clarke?

Yes. Most of our designers have designed an exclusive range for Astley Clarke. Some designers however have not designed an exclusive range but either sell exclusively to us in the UK or sell exclusively to us online.

3. Are the stones real?

Yes. Astley Clarke only sells jewellery made with real precious or semi-precious gemstones . Where they are significant, stone weights have been included in the product descriptions. If a product contains diamonds and another stone type as well, the weight listed is the total diamond weight.

4. How long do I have to wait for a special order product? How do I pay for it?

Special orders are generally unique pieces and we will place a special order on your behalf. Half of the payment we take up front and the other half once your jewellery is ready to be dispatched to you. Depending on the item this may take between 4 and 8 weeks due to the fact that the diamonds/stones are being sourced and your jewellery is being made for you. All items requested for special order are non-returnable and non-refundable.

5. Is it possible to modify your jewellery so that it fits me perfectly?

Yes. At Astley Clarke, you can make a special request. We will contact you if there is a small additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service.

6. Are chains included?

Yes.

7. Will my item come in a box?

Yes, all items are delivered to you in our Astley Clarke gift box.

8. Is gift-wrapping available?

Yes. Gift-wrapping is available for an additional £4.50 for each item. Simply check the gift wrap box before you add an item to your basket. If you would like to send the gift straight to the recipient, just tick 'I would like to provide an alternative delivery address' on Step 2 of the checkout. The invoice will be sent to the billing address.

9. Are the products pictured actual size?

Because computer monitors vary in size, it is impossible to show an actual size image on the Internet. We do endeavour to show you the correct size using the ‘See how fits' link and the ‘Actual Size' link. 'See how it fits' shows you how different length necklaces sit on your neck. In some cases, ‘Actual Size' will show you a photograph of your chosen product being worn.

10. Is VAT charged on-line?

VAT is charged at 17.5% for all EU orders and is included in the retail price. If you are purchasing jewellery from outside the EU the VAT will be removed at checkout.

11 Can I order from overseas?

Yes. Either place your order online or call us. Your price will be show in £s, $s or Euros and this can be changed in the top right hand corner of the website. The actual transaction on your card will leave your account in £'s. There is no extra charge for this. We use current exchange rates. The delivery charge for overseas destinations is £15.00.

12. Are Astley Clarke diamonds all from traceable sources?

Astley Clarke diamonds are from traceable sources. To read more about the Kimberley Process, click here .


Special Services

13. What if I want my jewellery NOW? To go with tonight's dress?

We understand that a lady sometimes needs the perfect earrings or necklace for that special occasion and simply can't wait. If you live in London, please select 'London Same Day Delivery' during the check out and your jewellery will be delivered on the same day. This service costs £15. If you live in the UK but outside of London we can still get the jewellery to you for before 9am the next morning if you contact us to arrange.

14. I am a man and need help buying a gift for my girlfriend/ fiancé/ wife/ daughter/ mother. Can you help?

Yes. Ttell us broadly what you are looking for and the price range and we will suggest appropriate gifts. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then she can exchange or return it.

15. I need to buy an engagement ring, can you help me?

Yes. Please contact us and we can discuss your requirements and help you find the perfect ring. Astley Clarke also offers a bespoke jewellery service.

16. I need help/advice about my bridal jewellery, can you help me?

Yes. If you would like to try on different jewellery with your dress, we can arrange a time to come and see you and bring your chosen selection of jewellery with us. View our bridal collection .

17. Do you do gifts for men?

Yes. View Men's Gifts .

18. I don't have time to shop. Can you recommend gifts for me?

Yes. Send us your list of people you need to buy gifts for, their age, gender, a brief description about them and how much you want to spend and we will put together the ideal gift list for you. Once you have made your choices from the list, we will ask you to send through your recipients' addresses and any messages you'd like us to write on the gift cards. We will then wrap the gifts and deliver them with your note.

Gift Vouchers

19. How do gift vouchers work?

Astley Clarke currently sells gift vouchers that are available as £50, £100 and £500 or can be purchased in multiples if required. Gift vouchers can be sent directly to you or your recipient's address by post. Each gift voucher has a number and pin code which can be redeemed against any purchase on the web site. When going through the final process for payment on the site, at Step 4 at the bottom of the page you will see the words "If you have a voucher to redeem against this order click here". Click on the voucher symbol and follow the instructions to redeem your voucher.