Customers often praise store staff and named customer-care agents for attentive, personal help. Many describe relaxed, unhurried piercing appointments and quick fixes for lost or faulty orders. Fewer reviews mention slow or missing support replies, refunds that were not resolved, and occasional breakages. These negative accounts stand out as clear low-rating experiences alongside many high-rating interactions.
Examples from available reviews (Apr 2018 – Feb 2026).
Alejandra in customer care provided fantastic service.
“Thank you to Alejandra in customer care for fantastic service”
Amy provided a relaxed and attentive helix-piercing experience.
“Amy was amazing!”
Earring was flimsy, broke, and the customer received no response.
“this ear ring broke completely.”
Customer experienced awful response timing from support.
“Awful response timing”
Reviewers repeatedly point to shop teams and specific customer-care staff who fixed order issues and arranged replacements. They mention free rebookings, staff tracking down missing items, and lost parcels being resent with secured delivery. Complaints about returns that were not sorted and one refund that was not processed appear, but come up less often than positive service comments.
Only a few reviews mention price, so it is hard to draw firm conclusions about value. Some customers say items matched the descriptions and arrived quickly, which supports a sense of value. Separate reports of breakage and returns suggest value can fall short when products fail soon after purchase.
Customers describe in-store visits as calm, friendly and knowledgeable, and several name staff who helped them feel comfortable. Online orders are often handled quickly, with accounts of fast shipping and speedy problem-solving. Comments about slow email replies sit in contrast to the generally smooth shop visits.
Many customers call the jewellery dainty and well made, using words like "exquisite" and "perfect". At the same time, some reports describe flimsy pieces that broke and items returned as faulty. These quality issues lead to returns and service follow-ups in several reviews.
A strong cluster of reviews praises fast, responsive support, often naming agents who handled issues well. However, several reviewers say they received no response or had very slow replies to emails and support requests. The feedback shows a clear split between quick responses and cases of non-response.
Sentiment leans positive, driven by frequent, named staff help and enjoyable in-store appointments. The negative outliers focus on communication breakdowns, unresolved refunds and occasional breakages. Overall, it reads as a clear divide between many high-rating experiences and a smaller set of low-rating incidents.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (1) · Reviews (1) · Quotes shortened · As of: February 2026
Amy provided a relaxed and attentive helix-piercing experience.
“Amy was amazing!”
Earring was flimsy, broke, and the customer received no response.
“this ear ring broke completely.”
Kathryn provided a relaxed, unrushed welded bracelet experience.
“we both felt very relaxed and calm and we felt very well looked after.”
Staff were knowledgeable, kind, and helpful during piercing.
“Smash at selfridges was amazing.”
In-store staff were helpful, friendly, and offered styling advice.
“staff are both helpful and friendly”
Alejandra in customer care provided fantastic service.
“Thank you to Alejandra in customer care for fantastic service”
They rebooked a replacement piercing quickly and waived the charge.
“organise another piercing and appointment quickly at no charge”
Company quickly resolved an issue with an ear cuff stone.
“The issue was resolved very quickly!”
Customer service went above and beyond to secure desired earrings.
“Like literally AMAZING CUSTOMER SERVICE, so taken back how above and beyond they went to help me secure earrings ive been wanting for a long time !”
Customer experienced awful response timing from support.
“Awful response timing”
Sumi reordered and reshipped a lost package with secured delivery.
“she succesfully reordered and send The package with a secured delivery”
Sacha provided expert, patient piercing care and helpful aftercare.
“Sacha was so patient and helpful.”
Customer care located a missing item and simplified the transaction.
“customer care team were amazing at locating it.”
Customer praised very responsive and efficient customer service.
“the most responsive customer service that I have ever dealt with.”
Hollie helped resolve a loyalty points problem constructively.
“I had a very nice and constructive conversation with Hollie”
Alex helped with a welded bracelet and was very helpful.
“staff Alex was very helpful and made it a lovely experience”
My order was shipped and delivered very quickly despite personalisation.
“My order was shipped and delivered very quickly”
Faulty item was easy to return and reorder, staff were polite.
“it was made so easy to return and to re order another item”
Customer service helped find an item and complete the order.
“they were extremely helpful in finding it, sending me the right link”
Customer emailed customer services multiple times but received no response.
“still no response to my issue.”
Staff were knowledgeable and helpful during a re-piercing appointment.
“Chloë was absolutely awesome, knowledgeable and helpful!”
Email customer service was helpful but in-store initially refused a refund.
“we don’t do refunds on welded products”
Cerys resolved the issue quickly and helpfully.
“Cerys was really helpful and solved the issue quickly and suitably.”
Ruby provided great customer service and assistance.
“Great customer service from Ruby.”
Keira resolved the problem promptly within five hours.
“Keira was so helpful and sorted my problem out within 5 hours of emailing.”
Courtney provided a great piercing experience at Selfridges.
“A great experience with Courtney at Selfridges London”
Company replaced the lost pendant promptly after contact.
“they immediately offered to replace it.”
Toni made the piercing experience comfortable and enjoyable.
“put me at ease and made the whole experience so enjoyable.”
Customer returned a faulty earring but has not received a refund.
“still haven’t had my refund.”
Stephanie quickly addressed the customer's issue via customer service.
“Customer service, Stephanie, quickly addressed my issue.”
Irina rewelded the bracelet and was very helpful.
“Irina re welded my bracelet and was really helpful.”
Leeds store made welded rings and the customer was satisfied.
“Had 2 welded rings made and I couldn’t be happier!”
Customer service resolved a post-piercing issue and impressed overall.
“customer service (via Keira) was excellent at sorting it out.”
Tori provided a comfortable and smooth piercing experience.
“made me feel comfortable the whole time”
Annie provided friendly, attentive care during the first nose piercing.
“Annie my piercer was so friendly and lovely, helped me through the whole process”
Alias at the Bristol store was helpful and personable.
“he is always so helpful and chatty”
Customer service was helpful and jewellery described as dainty and pretty.
“pieces of jewellery are dainty, pretty and perfect 💖✨”
Amy and the Belfast team provided a warm, enjoyable piercing experience.
“We had such a great experience.”
Ruby arranged prompt delivery of a forgotten complimentary gift.
“she arranged for it to be sent to me immediately without any hassle.”
Lisa performed a flawless Tragus piercing and reassured the customer.
“Her technique was flawless and she put any nerves I had at ease.”
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.
Astrid & Miyu is a UK jewellery brand that designs and sells contemporary pieces, including earrings, rings, bracelets and necklaces. Its e-commerce site includes product pages with materials, sizing and care details. Customers can buy online using standard secure payment methods and choose trackable shipping. Astrid & Miyu also has physical shops across the UK where customers can see items and purchase in person.