Frequently Asked Questions

Orders | Account Information | Delivery | Returns | Customer Service | Guarantee | Secure Shopping | Sustainable Sourcing | Product Information and Care | Miscellaneous | Press Information

Orders

Q. Why haven’t I received an email confirmation?
A. An automated email confirmation is sent to your email address once your order has been placed and should be received within 30 minutes of placing your order.

If you do not receive this email it may have been caught in your SPAM filter, if you are able to please check your SPAM filter. Alternatively your email address might have been mis-typed, you can check this in your Edit Account Information of your Asprey Account, if you have set one up.

If a confirmation email has not been received within 24 hours please call our Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email customerservices@asprey.com.

Q. How do I change the address for an order?
A. Your delivery address can be changed up until it has been processed by Customer Services. After this we regret we are unable to change a delivery address.

For further enquiries with regard to this please call Customer Services on +44 (0)207 758 8800 or email on customerservices@asprey.com.

Q. How can I cancel my order?
A. You can cancel your order up until Customer Services has processed your order.

For further enquiries with regard to this please call Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email on customerservices@asprey.com.

Regrettably, if your order required personalisation and has already been processed we are unable to cancel the order.

Q. Is VAT charged online?
A. All orders for delivery within the UK or European Union incur VAT at 20%.

Prices quoted in Great British Pounds (GPB) include VAT which is included in the retail price, this will be deducted if your order is for delivery outside the UK or European Union.

Prices quoted in United States Dollars (USD) exclude VAT, VAT will be added for orders delivered in the UK or European Union.

Please contact Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email on customerservices@asprey.com, if you have further queries about VAT.

Q. Will somebody let me know if my item is unavailable?
A. You will receive an automatic email confirmation of your order but this does not confirm the item is in stock.

In the event that an item you have ordered is delayed or out of stock, a member of Customer Services will contact you and notify you of the "in stock" date. If you do not wish to remain on our waiting list, they will be able to offer you an alternative colour option or design.

If you have any queries regarding your order please contact Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email on customerservices@asprey.com.

Account Information

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Q. How do I view my Order History?
A. To view your Order History you must create an account on this website before or during the placing of your order. Once the account is logged in, visit the 'My Account' section for order history details.

If you have not created an account with us, you can do so here.

Q. I have forgotten my password to ‘My Account’?
A. If you have forgotten your password, please click here.

Alternatively click on the 'Forgotten Password' button on the log in screen within 'My Account', and we will send you an email link for resetting the new password.

If you are having problems logging on then please contact Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email on customerservices@asprey.com.

Q. Why should I register for an account with Asprey?
A. When you register for an account you will be able to:
Track the progress of your orders
View your order history
Register for Asprey’s Newsletter to hear about store news, new products, special offers and other promotional announcements.

Q. How can I unsubscribe from your newsletter
A. Please log in to your account where you will be able to adjust your preferences.

Delivery

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Q. When will my order be delivered?
A. Orders are typically delivered within 5 working days.

Please note that any CITES product are not available for delivery outside the United Kingdom and European Union, in accordance with CITES. For more on Asprey and CITES click here.

Q. I missed the courier for my delivery, how do I reschedule?
A. The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery.

If you have any further issues, please contact Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email on customerservices@asprey.com.

Q. How can I track my parcel?
A. You can view your order status online and obtain the information to track your delivery. You can do this anytime by logging in to your account.

Currently, your order will show as three possible statuses; In Processing, Dispatched or Cancelled. However, we can provide additional information at anytime by telephone or email.

Q. Can my order be delivered today?
A. Unfortunately we cannot do same day delivery, if it is urgent please contact Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email customerservices@asprey.com.

Q. How will you ship my order?
A. For orders under £25,000 we use UK Mail

We use UK Mail courier service to deliver the majority of our customer parcels. Please note this applies to delivery addresses in the United Kingdom only.

UK Mail Courier Service
All parcels dispatched with UK Mail will be delivered Monday to Friday 9.00am-5.30pm and will require a signature upon delivery. This however will not apply to Bank Holidays. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event no one is available to sign, UK Mail will leave a card for you to contact them and arrange a date for redelivery.

Unfortunately we are unable to change the delivery address once the order has been processed. Changes of address will need to be made directly with UK Mail.

We cannot accept responsibility for parcels that UK Mail have been unable to deliver, nor parcels which have been left without a signature at your request. We always recommend that you provide us with a business address for deliveries, as there is always likely to be someone who can sign on your behalf.

Delivery to APO/BFPO and PO BOX addresses is not currently available.

Q. How much does delivery cost?
A. DELIVERY WITHIN THE UNITED KINGDOM

Goods Value Delivery Charge
Up to £999.99 £10
£1000 and above Complimentary

All UK orders are sent via courier, and require a signature on delivery .

DELIVERY WITHIN THE EUROPEAN UNION (EXCEPT THE UK)

Goods Value Delivery Charge
Up to £999.99 £15
£1000 and above Complimentary

DELIVERY WITHIN THE UNITED STATES

Goods Value Delivery Charge
Up to £999.99 £20
£1000 and above Complimentary

DELIVERY TO ALL OTHER DESTINATIONS

Goods Value Delivery Charge
Up to £999.99 £25
£1000 and above Complimentary

Orders are posted via courier and may require a signature on delivery.

For orders placed in USD (United States Dollars)

DELIVERY WITHIN THE UNITED STATES

Goods Value Delivery Charge
Up to $1499.99 $20
$1500 and above Complimentary

DELIVERY WITHIN THE UK

Goods Value Delivery Charge
Up to $1499.99 $15
$1500 and above Complimentary

DELIVERY WITHIN THE EUROPEAN UNION (EXCEPT THE UK)

Goods Value Delivery Charge
Up to $1499.99 $20
$1500 and above Complimentary

DELIVERY TO ALL OTHER DESTINATIONS

Goods Value Delivery Charge
Up to $1499.99 $35
$1500 and above Complimentary

Orders are posted via courier and may require a signature on delivery.

Q. Can I specify a delivery date?
A. Unfortunately, we cannot deliver on a specific day.

If your delivery is urgent please contact Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK or email on customerservices@asprey.com

Q. Will I have to pay any Import Duty if I am purchasing from abroad?
A. Customs or handling charges that may be charged in the destination country are beyond our control and we are unable to accept any responsibility for these, these will be required to be settled on receipt of the goods.

Returns

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Q. Can I return my product if it has been Personalised?
A. We are unable to offer an exchange or refund on any items that have been personalised.

Additionally, we regret we are unable to refund shipping costs.

Q. How should I return a product?
A We can organise for the return of your item(s) through our courier service. Email returns@asprey.com or call Customer Services on 0800 652 5195 from within the UK or +44 207 758 8800 from outside the UK.

Customer Service

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Q. How do I contact Customer Services?
A. Please click here for full details of how to contact us.

Q. Store opening hours
A. Please click here for full details of our stores opening hours.

Q. How can I find my nearest store?
A. Please click here for a full listing of our stores.

Guarantee

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Q. Do I get a warranty with my purchase?
A. All Asprey products are guaranteed against defects in workmanship for one year from the date of purchase (this in no way affects your statutory rights).
However, in the unlikely event that your Asprey product does not match up to our exacting standards, we will try our hardest to put matters right.
Should any manufacturing fault appear on your Asprey product within twelve months of purchase, please return it to us with proof of purchase. Where possible we will try to repair it, or if it cannot be repaired, we will replace it for you.
For any damage resulting from normal "wear and tear", an accident, or damage that has occurred outside of our guarantee period, please contact our Customer Service team (customerservices@asprey.com) who will be pleased to provide you with a quote for repair where possible. Please be aware that repairs may take up to twelve weeks.

Secure Shopping

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Q. Is my information held securely by Asprey?
A. Your privacy and security is very important to us and we aim to ensure that any personal information we obtain will always be held, used and transmitted in compliance with UK data protection rules. All Asprey transactional websites are PCI DSS compliant. Please read our Privacy Policy for further details.

Q. Is it safe to use my credit card on www.asprey.com?
A. Yes, shopping with Asprey online is completely safe and secure. We use 256-bit SSL encryption technology to ensure that any information you transmit during the ordering process is secure. Our servers are secured to protect all personal information including credit card numbers, your address and any products that you may order. Our payment providers, Cybersource, are Level 1 PCI DSS compliant and all Asprey transactional websites are PCI DSS compliant.

Q. What payment methods can I use?
A. We accept Visa, Visa Debit, Mastercard, Maestro, American Express cards.

Sustainable Sourcing

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Q. Are Asprey leathers sustainably sourced?
A. Asprey only produces merchandise using skins from sustainable sources.

The Asprey website only sells merchandise made from CITES listed animals within the United Kingdom and European Union. We do not ship to any other country under any circumstances.

Q. Are Asprey diamonds sustainably sourced?
A. Asprey is committed to promoting the responsible, ethical and environmental processes within the diamond industry. Our diamonds are all conflict-free and purchased from a legitimate source adhering to the UN agreement, the Kimberley Process Accord.

Please click here for further details.

In 2014 the Responsible Jewellery Council announced that Asprey achieved certification by meeting the highest ethical, social and environmental standards established by the RJC.

Product Information and Care

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Leather Care

Q. How do I look after my leather product?
A. We recommend that you store leather away from direct sunlight to prevent the colour fading.

Leather is an organic, natural material so you may find the surface shows some minor variations in colour or even the occasional small natural markings.

Q. What action should be taken if my leather product gets wet?
A. Take immediate action if the leather gets wet. Blot with a soft, absorbent cloth and it should be stuffed and left to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching.

Q. How do I care for my Asprey Photograph Album or Book?
A. All our hand bound albums have acid free card pages and pH balanced tissue interleaving to protect your precious photos. We advise that you polish and buff your albums and books from time to time with clear wax leather polish to maintain and nourish the leather. As with all naturally dyed vegetable leathers, which are not coated with artificial cellulose or acrylic coatings, Asprey leather bound books should be kept out of bright sunlight.

Q. How do I attach my photos into the album?
A. All of the Albums we make are made with acid free archival card pages. There are no mats, pockets or adhesive covers on the pages. We recommend that photos are mounted directly on to the card page using an adhesive or photo corners.

Whenever possible you should try to acquire adhesive which is acid free. This will enable photos to be removed at a later date without damaging the photo or card pages. Acid free adhesive also helps to prevent staining or discolouration of photographs.

Jewellery Information

Q. How do I measure my ring size?
A. We recommend that you visit our showroom in order to get an accurate measurement.

Fine Jewellery Care

Q. How do I care for my Fine Jewellery?
A. Care of Gemstones
Care should be taken with gemstones to ensure that they are not knocked or scratched when worn, and care should also be taken to ensure they don’t knock against one another when stored.

Many gemstones are also susceptible to damage by chemicals, water and even sunlight.

Particular care should be taken when wearing Emerald jewellery. Emerald jewellery can be carefully cleaned using lukewarm soapy water and rinsed thoroughly afterwards. As general maintenance Emeralds should be re oiled by a professional every 2/3 years depending on how often they are worn.

Care of Diamonds
While diamonds are an extremely hard stone, they can get chipped or fractured from sharp blows to the stone. It is also not impossible to scratch a diamond with another diamond, so care must always be taken to ensure that stones don’t knock or grind against each other when worn or stored.

Diamonds can easily look dull with a build up of grease and debris. This is easily resolved with some warm, soapy liquid and a soft toothbrush to clean the stone and the setting. Rinse the stone and setting properly afterwards to ensure no soapy residue is left on the stone and dry with a soft untreated cloth.

Care of Pearls
As an organic gem, Pearls require special care to keep them looking their best. They are particularly susceptible to damage from chemicals such as make-up and hair spray. Pearls can easily absorb these substances damaging the natural lustre of the Pearl.

Wipe your Pearls with a soft, lint-free cloth as soon as you take them off. The cloth can be dampened with water, or it can be dry. If damp, allow the Pearls to air dry before putting them away. Pearls must never be put in an ultrasonic cleaning machine, or be cleaned with ammonia or harsh detergents.

Don’t store your Pearls with other jewellery because they can easily be scratched when metal or gemstones rub against them. Keep them in a soft bag made from breathable fabric. Do not store Pearls in a plastic bag.

Care of Gold Jewellery
We recommend that you should wear gold of a similar quality/carat together to stop any wear from a harder lower carat gold rubbing against a softer higher carat gold causing abrasion to the surface.

Gold can be cleaned with a soft, lint free cloth.

Gold is a relatively delicate material and particularly susceptible to damage from harsh chemicals such as chlorine. Chlorine can permanently damage or discolour gold jewellery.

Miscellaneous

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Q. Will my product be gift boxed?
A. All Asprey orders arrive in signature Asprey purple packaging featuring engine-turn detailing and tied with purple ribboning. During checkout you may add a complimentary gift message to your order which will be printed on an embossed Asprey gift card.

Q. What are the Terms and Conditions for online sales?
A. Please click here for our Terms and Conditions

Press

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Q. Who do I contact regarding PR or press enquiries?
A. Please contact our Press office on 0207 758 8566 or email customerservices@asprey.com.