Refund policy

Return and refund policy

Returns, refunds and warranty

30 days to change your mind

You have 30 days from the day your order arrives to return it for a full refund. The piece must be unworn and come back in its original packaging. That is longer than the 14 days the law gives you, and it applies whatever your reason — you do not have to explain yourself.

How to return something

Email [info@astervale.co.uk] with your order number and which piece you are sending back. We reply with the return address and instructions within one working day. Please do not send anything back before you have that address.

Return postage is paid by you when you have simply changed your mind. We recommend a tracked service — until the parcel reaches us it is still your responsibility.

Your refund

We refund within five working days of the returned piece arriving with us, to the card or account you paid from. Where you paid £5.99 delivery, that is refunded too if you return the whole order.

Earrings

For hygiene reasons, pierced earrings cannot be returned once they have been worn or the hygiene seal has been broken. This does not apply if they are faulty or not what you ordered.

If it is faulty, damaged or wrong

Email us photographs within 14 days of delivery. We replace the piece or refund you in full, whichever you prefer, and we pay the postage both ways. Nothing is deducted.

Two-year warranty

Every piece is covered for two years from delivery against manufacturing faults: stones coming loose from their settings, clasps failing, and the rhodium or gold plating lifting under normal wear. We repair or replace, at our cost.

The warranty does not cover ordinary scratches and wear, damage from perfume, hairspray, chlorine, sea water or cleaning chemicals, loss, or work done on the piece by another jeweller. Take jewellery off before swimming, showering and sleeping and it will last a great deal longer.

Cancelling before dispatch

If your order has not yet been dispatched, email us and we will cancel it and refund you in full the same day.

Your statutory rights

Nothing here affects your legal rights, including your right under the Consumer Contracts Regulations 2013 to cancel within 14 days of delivery, and your rights under the Consumer Rights Act 2015 in respect of goods that are faulty, not as described or not fit for purpose.