Reviewers often praise a responsive, personal customer service team that organises quick replacements and sorts out delivery or repair issues. Several reviews also highlight strong design and solid-gold pieces. Others report product failures, including stones falling out, locket clasps breaking, and tarnishing. A small number mention usability issues with return links and online steps.
Examples from available reviews (Dec 2020 – Mar 2026).
Quick, fantastic customer service from Zoe and beautiful jewellery.
“Fantastic and quick response from the Zoe at the Astley Clarke team”
Stone fell out after few wears and item not covered due to sample sale.
“After wearing the ring 3 times the stone has fallen out and subsequently disappeared”
Could not use the provided link and was unable to return the item yet.
“The link didn’t work .yet .. I couldn’t return yet 😱”
Website was user-friendly and jewellery quality, especially solid gold, impressed.
“The jewellery is extremely high quality, especially the solid gold.”
Many reviews mention a named adviser who responds quickly, shows care, and stays with the case. Staff often arranged replacements, refunds, or faster dispatch. Most positive feedback focuses on these service interactions.
Several reviewers say repairs, replacements, or credit notes helped them recover value. A smaller set criticises gaps in cover for discounted or sample-sale items.
Customers describe straightforward in-store personalisation and an easy photo-upload process for lockets. A few report a broken return link and slow returns, but these complaints are rare.
Multiple reviewers praise the design and solid-gold workmanship. Others repeatedly report parts failing, including stones dropping out, tarnishing, and broken locket mechanisms. This mix shows up across several product types.
Reviewers point to quick, clear replies from personal advisers and timely updates on orders. Some also explicitly praise international shipping and delivery speed.
The strongest experiences centre on attentive support and problems getting fixed. Lower ratings mostly relate to product faults, creating a clear split between service satisfaction and product reliability.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (2) · Reviews (1) · Quotes shortened · As of: March 2026
Despite delivery problems, company ensured the present arrived on time.
“they were able to make sure the present arrived in time.”
Returned item for repair received amazing service and clear communication.
“the service was amazing.”
Locket failed within months; it stopped closing and photos are fading.
“locket is already no longer closing, pictures fading.”
Beautiful item and fantastic customer service from Zoe.
“Beautiful item and fantastic customer services from Zoe”
Stone fell out after few wears and item not covered due to sample sale.
“After wearing the ring 3 times the stone has fallen out and subsequently disappeared”
Could not use the provided link and was unable to return the item yet.
“The link didn’t work .yet .. I couldn’t return yet 😱”
Company honoured guarantee and replaced a faulty ring, with professional service.
“they replaced it and honoured their guarantee.”
Customer service promptly arranged a replacement for a faulty, in-warranty bracelet.
“Customer services got back to me straight away and arranged a replacement.”
Zoe arranged a free replacement for a faulty gift, showing understanding.
“She was very understanding and efficient.”
Zoe provided great customer service, thank you.
“Great customer service from Zoe!”
Website was user-friendly and jewellery quality, especially solid gold, impressed.
“The jewellery is extremely high quality, especially the solid gold.”
Zoe quickly resolved a courier delivery issue and arranged replacement dispatch.
“Zoe responded very quickly when I alerted her to problems with my delivery”
I received great customer service from Zoe.
“Great customer service from Zoe -”
Zoe managed a seamless refund and kept me updated throughout.
“made the process seamless”
Zoe replied quickly and the jewellery quality wears well.
“Fantastic quick answer from Zoe”
Zoe provided clear instructions and photos fitted the locket perfectly.
“My photos fitted perfectly into my locket and I’m thrilled with the result.”
Quick, fantastic customer service from Zoe and beautiful jewellery.
“Fantastic and quick response from the Zoe at the Astley Clarke team”
Zoe resolved a misplaced-order problem even when item was unavailable.
“Amazing service from Zoe, who helped me after my order was misplaced by the courier.”
Zoe arranged faster despatch so the gift arrived on time at busy season.
“she took the trouble for one order”
As a jeweller, reviewer praised design quality and strong fastenings.
“The designs are very pretty but more importantly the quality is impressive.”
Bought jewellery and received prompt, helpful customer service.
“Zoe responded really quickly”
A diamond fell out but repair team fixed it promptly and well.
“The repairs team fixed it up amazingly”
Worked with customer service to arrange a delayed engraving successfully.
“wonderful experience working with Zoe”
Customer service cancelled extra order and issued a refund promptly.
“she also refunded me the extra money i paid”
In-store assistant provided excellent, attentive help choosing a gift.
“The sales assistant took her time helping me choose the perfect gift.”
Received fast, accurate contact and speedy delivery to the Netherlands.
“Fast and accurate contact from the personal adivisor, very speedy delivery to NL.”
Zoe responded promptly and enabled purchase of a previously unavailable item.
“Zoe was very prompt in responding to my query.”
Helpful staff knew products and left a good impression.
“She really knew her products.”
Faulty necklace was replaced quickly by excellent customer service.
“Zoe was quick to respond and really lovely to deal with and organised me a new necklace.”
Broken bracelet was repaired and returned with excellent, communicative service.
“The bracelet repaired and returned without any questions etc.”
Zoe arranged an effortless replacement and provided first-class service.
“arranged a replacement pair of earrings with no muss or fuss”
Locket tarnished and clasp failed after light wear, leaving customer disappointed.
“has tarnished really badly after very light wear”
Zoe responded quickly and provided a credit note for the ring issue.
“Although I could not get the same ring I was given a credit note.”
Overall experience was good, thank you.
“Was good thank you”
Zoe provided prompt, helpful updates during repair, though locket needed cleaning.
“Excellent customer service from Zoe.”
Prompt, friendly customer service left us delighted with the locket bracelet.
“We are delighted with the biography locket bracelet.”
Support was great, friendly and helpful.
“Great, friendly and helpful support.”
Zoe compassionately arranged a replacement for a sentimental bracelet.
“Zoe compassionately and sensitively supported us”
Order was fast-tracked and completed perfectly for an anniversary.
“item was fast tracked i received it on day 2 - and completed to perfection”
Store and customer service exceeded expectations in every way.
“Expectations exceeded in every way”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Astley Clarke is a UK fine jewellery brand that designs and sells rings, necklaces, bracelets, and lockets. It sells online and through physical stores. In stores, customers can get engraving and have photos added to lockets. The brand provides repair and aftercare support and offers replacements or credit where its policies apply. Astley Clarke ships within the UK and internationally, and shares product and service details on its website.