Terms & Conditions

01These terms

These terms govern your use of astrealondon.com and every order placed with Astrea London Limited (company number 15268228), a jewellery maison registered in England and Wales with its registered office at The Fairmont Windsor Park, Bishopsgate Road, Egham, TW20 0YL, United Kingdom. By placing an order you accept them. Nothing here limits the statutory rights you hold as a consumer.

02Orders and prices

Your order is an offer to buy. A contract forms when we confirm it by email. Prices are shown in the currency of your selected market and include applicable taxes where indicated; duties and import taxes for destinations outside that market may be payable on delivery. Every piece is made in limited numbers, and we may decline or refund an order if a stone or setting is no longer available, if a price has been listed in error, or if we cannot complete our security checks.

Orders may be completed in GBP, EUR or USD. We accept Visa and Mastercard credit and debit cards, and Apple Pay or Google Pay on a mobile device. VAT is applied where due and calculated on the shipping destination of your order. If VAT rates change between your order and our supply, we adjust the rate you pay unless you have already paid in full. If any amount due before dispatch remains unpaid, we store your jewellery securely free of charge for six months, then charge £50 per month to cover insurance and storage; if all charges remain unpaid after a year, and no further agreement has been reached, the jewellery and sums paid are forfeited.

03Our commitment and scope

This policy applies to all purchases from Astrea London worldwide, subject to the mandatory laws applicable to each purchase. Where local law provides you with a more favourable right or requires a different procedure, timeframe, disclosure or remedy, that law takes precedence. No provision excludes a right that cannot lawfully be excluded.

04Delivery and international shipping

Complimentary worldwide shipping. Astrea London offers complimentary insured shipping on all orders worldwide. Every piece is carefully packaged and dispatched using a professional and secure delivery service. Deliveries normally require a signature upon receipt, and we may request reasonable identification or delivery verification. Orders may arrive in more than one shipment.

Order confirmation and delivery times. Following your purchase, a member of the Astrea London team will contact you within 48 hours to confirm your order, discuss the availability of your selected piece and advise whether it is currently in stock or needs to be specially ordered or manufactured. Please allow up to four weeks for delivery, depending on availability and destination. We will provide an estimated delivery date following your order and keep you informed of any significant changes. Bespoke commissions may have individually agreed delivery times.

International customs duties and import taxes. For international orders, customers are responsible for any applicable customs duties, import taxes and local clearance charges imposed by the destination country, unless otherwise agreed in writing or required by applicable law. These charges are not included in our complimentary shipping service and may be collected by local customs authorities or the delivery carrier before delivery. Where applicable, customers will be informed before completing their purchase that additional import charges may apply, in accordance with local consumer protection requirements.

Secure delivery. Astrea London remains responsible for loss or damage during transit until the jewellery is physically received by you or a person authorised by you to accept delivery, in accordance with applicable law.

05Returns and change-of-mind cancellations

For online purchases, Astrea London offers customers 14 days from the day after physical receipt of their jewellery to notify us by email that they wish to cancel, subject to applicable legal rights and exclusions. Once you have sent an email to enquiries@astrealondon.com clearly confirming your wish to cancel, you have a further 14 days to return the piece. For change-of-mind returns or exchanges, we ask that jewellery be returned in pristine condition, with its original packaging, diamond certificates and accompanying documentation. This request does not restrict statutory cancellation or faulty-goods rights, and any permitted deduction for diminished value will be assessed in accordance with applicable law. Exchanges for online purchases are available on request, subject to availability.

You may examine and try on the jewellery with reasonable care, as you would in a retail store. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the jewellery, we may make a deduction for any resulting reduction in value, where permitted by applicable law.

To cancel, email enquiries@astrealondon.com with your order number and a clear statement that you wish to cancel. We will acknowledge your request and explain the safe return process.

Return shipping and insurance. For voluntary change-of-mind returns and exchanges, customers are responsible for return shipping costs, except where applicable law requires otherwise. Please contact enquiries@astrealondon.com before returning jewellery so that we can explain the approved secure, trackable and fully insured return shipping arrangements and any applicable charges. Where jewellery is faulty, damaged or not as described, Astrea London will cover reasonable return shipping costs as required by applicable law.

For security and insurance purposes, please do not arrange independent return shipping without first contacting Astrea London. Please carefully package the jewellery, preferably using its original packaging, and include any accompanying diamond certificates and documentation. These requests do not limit your statutory cancellation rights.

Returned jewellery will undergo a quality inspection upon receipt. Any deductions or restrictions will apply only where permitted by applicable consumer law. Nothing in this procedure affects your statutory consumer rights.

Refunds. For an eligible cancellation, we will reimburse the purchase price and any original standard delivery charge required to be refunded by applicable law. We will not deduct administration fees from statutory cancellation refunds. Any deduction for diminished value will be made only where permitted by applicable law. We will issue the refund within 14 days of receiving your cancellation notice, except that where law permits us to defer reimbursement for returned goods, we may wait until we receive the goods or evidence of their return, whichever occurs first. Refunds will use the original payment method unless you expressly agree otherwise and incur no fee as a result.

Bespoke and personalised pieces. Jewellery that has been made to a customer's individual specifications or clearly personalised for them is not eligible for change-of-mind cancellation. However, jewellery from our standard collection is not considered bespoke simply because it has been specially ordered, sourced or made for a customer rather than held in stock. This exclusion does not affect your legal rights if the jewellery is faulty, damaged, incorrectly supplied or not as described.

In-store purchases: exchanges and refunds. For jewellery purchased directly from an Astrea London boutique, we offer an exchange within 14 days of purchase, subject to the following conditions:

• The jewellery must be unworn, unused and in its original condition.
• The original proof of purchase must be provided.
• All original packaging, diamond certificates and accompanying documentation must be returned.
• Exchanges are subject to availability.
• Bespoke, personalised, engraved or specially customised jewellery is not eligible for change-of-mind exchanges.
• We do not offer refunds for change-of-mind purchases made in our boutiques.
• If the replacement piece is of a higher value, the customer will be required to pay the difference. If it is of a lower value, the remaining balance may be issued as store credit, valid for 12 months from the date of issue.
• This does not affect customers' statutory rights in relation to faulty, damaged, misdescribed or non-conforming jewellery, for which remedies will be provided in accordance with applicable consumer protection laws.

06Faulty, damaged or misdescribed jewellery

Every Astrea London piece undergoes careful quality inspection before dispatch to ensure it meets our high standards of craftsmanship and presentation.

Upon receiving your jewellery, we kindly ask that you inspect the piece and its packaging as soon as possible. If you notice any visible damage, defect or discrepancy, please notify us at enquiries@astrealondon.com, preferably within 48 hours of delivery.

To help us investigate and resolve your concern efficiently, please provide your order number, a description of the issue, and clear photographs of the jewellery, its packaging and any visible damage. Where possible, we also recommend retaining the original packaging until the matter has been resolved.

If you believe your jewellery has arrived damaged or defective, we kindly ask that you refrain from wearing, altering, repairing or otherwise handling the piece beyond what is reasonably necessary to inspect it until we have advised you on the next steps.

Astrea London reserves the right to inspect returned jewellery and assess the nature and possible cause of any reported damage or defect before determining the appropriate remedy, in accordance with applicable consumer law.

Damage resulting from accidental impact, misuse, improper handling, unauthorised alterations or normal wear and tear is not automatically considered a manufacturing defect.

Nothing in this policy affects your statutory consumer rights, including your rights in relation to faulty, damaged, misdescribed or non-conforming goods. The suggested 48-hour reporting timeframe does not limit those rights.

07Manufacturing faults and aftercare

If you believe your jewellery has a manufacturing fault, please contact enquiries@astrealondon.com with your order details, a description of the concern and, where possible, clear photographs. We will assess each concern individually and may ask to inspect the piece before determining the cause and appropriate next steps.

Normal wear and tear, accidental damage, misuse, insufficient care and damage caused or materially contributed to by unauthorised work are not automatically eligible for complimentary aftercare. Work by a third party does not, by itself, remove rights relating to an unrelated defect.

Where a manufacturing defect or other non-conformity is established, Astrea London will provide the appropriate remedy in accordance with the applicable consumer protection laws of the relevant country. Depending on the circumstances and your legal rights, this may involve repair, replacement, a price reduction or refund. We may consider repair before replacement where the law permits. Any costs that we are legally required to cover will be covered. Nothing in this policy limits or excludes any statutory consumer rights.

Jewellery care and aftercare services. At Astrea London, our commitment to exceptional craftsmanship extends beyond the moment of purchase. We are delighted to offer our clients ongoing care and guidance to help preserve the beauty and brilliance of their jewellery for years to come.

Complimentary cleaning and jewellery inspection. Clients are welcome to visit an Astrea London boutique for complimentary professional cleaning and a visual inspection of their Astrea London jewellery, subject to the suitability and condition of each piece. Our aftercare service may include gentle professional cleaning; visual inspection of diamond settings, claws and prongs for wear or looseness; inspection of clasps, fastenings and accessible components; and personalised advice on jewellery care, handling and storage. We recommend an annual jewellery care appointment, particularly for engagement rings and pieces worn regularly.

Repairs, polishing and restoration. Where additional maintenance is required, including polishing, resizing, tightening of settings, replacement of components or specialist repairs, our team will assess the jewellery and advise on the appropriate service. Any chargeable work will be quoted and approved by the client before proceeding. Complimentary cleaning and inspection do not include repairs, replacement of stones, polishing or restoration unless expressly agreed by Astrea London.

Appointments and availability. Clients may contact our team at enquiries@astrealondon.com to arrange a jewellery care appointment. Certain pieces may require specialist assessment or workshop cleaning rather than immediate in-boutique service. All services are subject to the condition, design and technical requirements of the jewellery. Our aftercare services are offered in addition to, and do not affect, any statutory consumer rights under applicable law.

08Diamond descriptions and grading documentation

We describe each diamond and precious-metal component accurately, including material characteristics and relevant grading information. Laboratory-grown diamonds will be clearly and conspicuously identified wherever required, including in product listings and advertising.

Where an independent diamond grading report is supplied, that report provides the definitive reference for the diamond's characteristics and grading as assessed by the issuing laboratory. This does not affect Astrea London's responsibility for accurate product descriptions or customers' statutory rights.

Please retain the grading report supplied with your piece. If a report is lost, we may quote the reasonable cost of obtaining a replacement where legally permitted; there is no automatic fixed penalty and no deduction that unlawfully reduces a statutory refund.

09Resizing and repairs

For most settings, the first resize requested within one month of purchase is complimentary. Eternity and full-pavé designs may need to be remade rather than resized. For other adjustments, send photographs and a description; we will explain options and obtain approval of any quotation before paid work begins.

10Bespoke commissions

A bespoke enquiry carries no obligation. Your commission begins only after you approve the design, diamonds, key specifications, price, estimated timeframe and bespoke order terms in writing. Unless otherwise agreed, 50% is payable on confirmation and 50% before dispatch.

Because work and sourcing may begin immediately, a change-of-mind cancellation after approval may give rise to reasonable, documented costs and legally recoverable commitments, subject to the contract and applicable law. The initial 50% is not automatically forfeited. Where cancellation results from our breach, failure to supply or non-conformity, your mandatory remedies remain intact.

Minor, non-material variations of up to 2% in agreed dimensions may arise from hand craftsmanship where expressly disclosed and accepted. This does not permit material departures from the approved design, diamond carat weight or characteristics, precious-metal content, appearance or price. We will obtain your written consent to material changes.

All original design sketches, drawings and creative concepts developed by Astrea London in connection with a bespoke commission remain the intellectual property of Astrea London, to the extent permitted by applicable law, unless otherwise agreed in writing.

11Contact, complaints and legal information

At Astrea London, we are committed to providing exceptional customer service. Should you have any questions, concerns or complaints regarding your purchase, please contact our Client Services team at enquiries@astrealondon.com.

We will acknowledge customer complaints within two working days of receipt and aim to provide a substantive response within 14 calendar days. Where a complaint requires further investigation or specialist assessment, we will keep the customer informed of progress and any anticipated delays. Nothing in this complaints procedure affects customers' statutory consumer rights or any mandatory complaint-handling requirements under applicable local law.

Astrea London Limited is registered in England and Wales under company number 15268228. Registered office: Fairmont Hotel Windsor Park, Bishopsgate Road, Englefield Green, Egham, England, TW20 0YL.

These terms are governed by the laws of England and Wales, except where mandatory consumer protection laws provide otherwise. Nothing in these terms restricts customers' rights to bring proceedings before courts available to them under applicable law.

Where required by French consumer law, customers will have access to a free consumer mediation service. Details of the appointed mediator and the procedure for accessing this service will be provided in accordance with applicable French legal requirements.

12The site and our rights

All designs, images, text and marks on this site belong to Astrea London and may not be reproduced commercially without our written consent. We present the site as it stands and, to the extent the law permits, are not liable for indirect losses; our liability for any order is limited to its value.