Frequently Asked Questions
We accept returns for a refund or exchange within 30 days of receipt.
- All items must be in their original packaging and unworn to qualify for a refund. (items that are returned in an unsellable condition will be reposted back to the customer)
- Please ensure items are adequately protected when returning as we cannot refund items that have been damaged as a result of poor packaging.
- Unworn earrings are returnable
- Please make sure you have paid adequate return postage costs to avoid any delay in your return reaching us.
- In most cases, our packages are large letter size. Please obtain proof of postage for your return.
- Returns are not pre-paid
If you have received a faulty product, we're sorry! Please contact us on hello@astalia.com so we can arrange the next steps. If we request that you return the item to us for inspection, please note that we cannot refund more than £2 for signed for delivery. Please do not return via special delivery as we cannot cover the cost for this.
Extended Returns Period
Starting from 25th November 2024, you will have 60 days from the date of your Astalia order to return any unwanted items. The last chance to take advantage of our extended returns will be via orders made on the 24th December 2024 up until midnight. Following that, our standard returns policy will be implemented.
Return Requirements
To be eligible for a full refund, all items must be:
- Unworn and unused: Items should be in their original condition.
- Returned in original packaging: Please include the plastic bag with the barcode for accurate processing.
- Initiated by the original purchaser: Only the original purchaser (Giftee) may initiate and send the return, which helps us streamline processing.
Please note that if items are returned damaged, worn, or in unsuitable condition, we will not be able to process a refund. All returns undergo a careful inspection upon arrival to ensure they meet our standards.
Unfortunately we cannot exchange items, however if you would like an alternative item or ring size, you can return your item for store credit. Please follow the steps here to start your return
Return postage is not prepaid.
We aim to process refunds within 7 days of receipt back to our warehouse as long as it is in its original condition (unless faulty) and if it is within 30 days.
We recommend obtaining proof of postage as we cannot accept responsibility for parcels that go missing on the way back to us.
If you have not received the funds within 7 days of receiving confirmation from us, please contact your bank directly.
We ship our orders from our UK-based warehouse. Place your order before 1pm for same day dispatch.
Standard Delivery (2-4 Working Days, Royal Mail) £2.99
Express Delivery (1-2 Working Days, Royal Mail) £4.99 (order before 1pm)
We ship orders from our UK warehouse on the same day if your order is placed before 1pm GMT
Europe
Tracked Delivery (Approx 5-10 working days) £8.99
Express Delivery (3-5 working days) £14.99
USA, Australia and Rest of World
Tracked Delivery (Approx 5-10 working days) £8.99
Express Delivery (3-5 working days) £14.99
Please note our international delivery time frames are a guide only. There may be some small delays caused by customs at the destination side and the customer is responsible for payment of any import customs fees that may occur.
Due to Brexit, we have been made aware that on occasion a small customs fee is being applied to orders placed from outside of the UK.
Please note that this is out of our control and we are unable to predict if you will be charged or how much you will be charged. This is dependant on the destination country and the varying rules applied by each country's government.
We are very sorry for this situation, however we kindly request your understanding at this time. By placing an order on our website with a shipping address located outside of the UK, you are agreeing that you will be liable for any customs fees that may potentially occur as we are sadly unable to cover this cost for you.
Please note that this fee is NOT received by us, but is applied by the destination government and payable to them via your local postal service.
We estimate that our standard delivery parcels take around 2-5 working days to be delivered, express delivery parcels around 1-2 working days and international deliveries around 10-14 working days.
Please note this is a guideline, and we kindly request that you give or take a few days outside of this guideline as actual delivery times can vary depending on the volume of post.
If you believe your parcel is late or lost, please double check the address details that you entered when you placed the order.
If you believe your order is lost or delayed, please contact us and we will do our best to help!
Within the UK
We send all of our domestic parcels with a 'confirmation of delivery' code. This means you can see when Royal Mail have attempted or successfully delivered the parcel, however it will not allow you to see exactly where it is at any point in time before the time of delivery or attempted delivery.
You will find this number in the email we sent you when your order left our warehouse
Outside of the UK
All of our international parcels are tracked. You can track them via the link in your despatch email on the Royal Mail website UNTIL the parcel leaves the UK. After this, you can track your order using the same tracking number but using your country's local postal service
If your item is faulty, we're sorry! We will do our best to fix this.
Please do not go ahead and return it yet, but contact us within 7 days of receipt to arrange the next steps.
We do not refund return postage costs over £2, so if we request that you return it for inspection, please send using a large letter stamp or a 'signed for large letter' service, not special delivery.
You must inform us if your order has arrived faulty within 7 days of receipt.
Our Lifetime Warranty covers everything we state won't happen to your Astalia pieces.
Starting to see tarnishing or fading on your item? We'll replace it.
Accidental break? We'll replace it.
Just email a photo of the item to our support team at hello@astalia.com along with your order number and we'll process a replacement item for you or Astalia store credit to spend on something else from our store.
No questions asked, no judgement, no fuss.
* Our Lifetime Warranty only covers what we state won't happen, if your Astalia piece is lost, stolen, damaged purposely or damaged via a third-party, we can't cover this.
Our pieces are layered with real 18K Gold. We also use an extra special something—A rare and durable element called Rhodium. This is what keeps your jewels 99% scratch proof and shining day after day.
Because of the high quality materials we use, your pieces need less care than you’re used to with other brands. In fact, there’s little reason to take them off at all. Just be extra careful to remove them in hot environments such as saunas and steam rooms.
We advise to sign up for our out of stock notification email via the blue tab on the right hand side of the product page.
Once you have signed up, our system will email you automatically when the item comes back in and you'll be one of the first to know!
Astalia is a very new brand, and so we have set out commitments to do what we can in our journey to minimise our impact on people and planet. Currently, we manufacture with recycled metals where possible. Our pieces are made in a trusted and fully investigated factory so you can be assured that the people making your pieces are paid a fair, living wage and work in excellent conditions. Your jewels come carefully packaged in fully recycled and recyclable or bio-degradable packing, never plastic.
We know we have quite a way to go and we promise we will continue to learn, adapt and improve in any way we possibly can.
1. Waste Reduction
We’re constantly looking at ways that we can improve this. Being plastic-free is good, but it isn’t enough. Waste comes in all sorts of forms. We’re committing to looking at ways to reduce, eliminate or repurpose as much as we can.
2. 100% recycled materials
We pledge to aim to manufacture our pieces with 100% recycled materials by the end of 2023.
3. Carbon Offset
We are looking at ways in which we can offset the carbon produced in each stage of our manufacturing and delivery process. We are committed to having a solution in place by the end of 2022.
All of our jewellery comes in beautiful protective keepsake button pouches. We also offer gift boxes and gift bags that can be purchased additionally.