Delivery & Returns policy
Returns policy
Last updated: 20th October 2025
1. Overview
At Astella & Co Limited, we take great care to ensure every jewellery piece meets our high standards of craftsmanship and quality.
If you’re not completely satisfied with your purchase, this policy explains how returns, exchanges, and refunds work.
2. Eligibility for Returns
You have the right to return eligible items within 14 days of receiving your order in accordance with UK consumer law.
To be eligible, your item must be:
Unworn and in the same condition as received;
In its original packaging, including any certificates or documentation; and
Accompanied by proof of purchase.
Please note:
Custom-made, engraved, or made-to-order items cannot be returned or exchanged unless they are faulty or not as described.
3. Non-Returnable Items
For hygiene, design, and customisation reasons, the following items are non-returnable:
Bespoke or personalised jewellery (including custom engagement rings);
Engraved or resized items;
Earrings (for hygiene reasons);
Gift cards and digital vouchers.
4. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 7 days of delivery at hello@astellajewellery.co.uk with your order number and clear photographs of the issue.
We will assess the fault and either:
Arrange a repair or replacement; or
Issue a full refund (including reasonable return postage costs) if repair or replacement is not possible.
5. Returns Process
To initiate a return:
Email hello@astellajewellery.co.uk with your order number and reason for return.
Once approved, we’ll provide detailed return instructions.
Items must be returned securely packaged, via a tracked and insured delivery service.
We recommend Royal Mail Special Delivery or an equivalent tracked courier.
Retain proof of postage until your return is processed.
Refunds will be issued only once the returned item has been received and inspected.
6. Refunds
If your return is approved, we will process the refund within 10 working days to the original payment method.
Please note that depending on your bank, refunds may take additional time to appear in your account.
We reserve the right to deduct any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, or functioning of the goods (as per UK Consumer Rights).
7. Exchanges
Exchanges are offered for eligible non-bespoke items of equal or greater value, subject to availability.
Additional costs (if any) will be invoiced separately.
8. International Returns
International customers are responsible for shipping and customs fees associated with returning an item.
We recommend clearly marking the package as “Returned Goods – No Commercial Value” to avoid import duties.
9. Cancellations
You may cancel your order before production begins. Once production or sourcing of materials has started, cancellations cannot be accepted.
10. Contact Information
For any questions about returns, exchanges, or refunds, please contact us at:
📧 hello@astellajewellery.co.uk
📍 Astella & Co Limited, 15a–15b Vyse Street, Hockley, Birmingham, B18 6LE, United Kingdom
Delivery Policy
Last updated: 20 October 2025
1. Overview
At Astella & Co Limited, we understand that each jewellery piece carries special significance.
We take every precaution to ensure your order is securely packaged, fully insured, and delivered safely to you.
This Shipping Policy explains how we process, dispatch, and deliver orders placed through astellajewellery.co.uk.
2. Processing Times
Ready-to-ship items: Dispatched within 2–5 working days after order confirmation and payment verification.
Made-to-order or bespoke pieces: Typically require 4–8 weeks for production prior to dispatch, depending on design complexity and gemstone sourcing.
You will receive estimated timelines at the point of purchase and updates throughout the process.
3. Shipping Methods
We use trusted, trackable courier services for all deliveries:
UK Orders: Delivered via Royal Mail Special Delivery Guaranteed or an equivalent insured courier (delivery within 1–2 working days once dispatched).
International Orders: Shipped via DHL Express or a comparable tracked service (delivery typically 3–7 working days depending on destination).
All orders are dispatched with full insurance and require a signature upon delivery.
4. Shipping Rates
Shipping costs are calculated at checkout and depend on the destination, weight, and insured value of the item.
Complimentary shipping may be offered for selected promotions or qualifying orders.
5. Delivery Times
Delivery times are estimates only and exclude weekends, public holidays, and any delays caused by couriers, customs, or unforeseen circumstances.
Astella & Co Limited cannot be held liable for delays beyond our control, but we will assist in tracking and resolving courier issues where possible.
6. Delivery Address & Signature Requirement
Please ensure all delivery details are accurate when placing your order.
We cannot redirect shipments once dispatched.
All deliveries require a signature to confirm receipt — we do not authorise deliveries to be left unattended.
7. Customs, Duties & Taxes (International Orders)
International shipments may be subject to import duties, taxes, or customs clearance fees.
These charges are the responsibility of the recipient and vary by destination.
Please contact your local customs office for further information prior to placing your order.
8. Insurance & Risk of Loss
All shipments are fully insured until signed for by the customer.
Once delivery is confirmed by the courier, responsibility for the item transfers to the customer.
In the rare event of loss or damage during transit, we will initiate a claim with the courier on your behalf.
9. Undelivered or Returned Packages
If a parcel is returned to us due to an incorrect address or missed delivery attempts, the customer is responsible for additional shipping fees to resend the order.
10. Click & Collect (if applicable)
Collection from our Birmingham showroom may be arranged by appointment.
Photo identification will be required at the time of collection for security verification.
11. Contact Information
For any shipping-related queries or to check the status of your order, please contact:
📧 hello@astellajewellery.co.uk
📍 Astella & Co Limited, 15a–15b Vyse Street, Hockley, Birmingham, B18 6LE, United Kingdom