FAQs

FAQs Delivery & Returns Product Care Size Guide Payment Klarna Refund Policy

Astrid & Miyu FAQs

Before contacting our support team, we have put together a number of frequently asked questions for you to try and assist you with any queries you might have. If you need further support, please email us at customercare@astridandmiyu.com.

Order

We have a very small window that allows changes to be made to addresses. Please reach out to the team via phone or live chat during business hours and they will do their best to try and help.

Changes to orders cannot be made once the order has been placed and processed. If you wish to cancel the order please reach out to the Customer Care team via phone or live chat during business hours and they will do their best to try and help.

Please contact our Customer Care team. You can find the details on our Contact Us page.

If you have a promotional code to use on our site (lucky you!), it's easy enough - just enter the code in the box labelled 'Gift card or discount code' at the checkout, Click 'Apply' and if your basket meets the conditions of the offer, your code will apply. Please note sale, sets & solid gold are excluded from all promotional codes unless specified otherwise. 

For both loyalty codes and gift vouchers, these need to be entered at the checkout page (box labelled 'gift card or discount code'). Please note that you can't use multiple codes in one transaction and they cannot be applied retrospectively. Your discount will then be applied at the final stage of the checkout.

Customers can make purchases either via PayPal, debit or credit card payments, Apple Pay, Klarna or Alipay- all fast and secure online payment gateways, which accept all major debit and credit cards. For more details on payment methods click here.

All payments will be taken on completion of order, please allow 3-5 days for the payment to show in your bank account. This depends on your payment provider.

Pre-Orders

You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships. Click the link below:

https://www.astridandmiyu.com/pages/manage-pre-orders

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind. 

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime: https://www.astridandmiyu.com/pages/manage-pre-orders

Yes! Login to your pre-order self-serve portal here: https://www.astridandmiyu.com/pages/manage-pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.

You can cancel at any time here before your pre-order ships: https://www.astridandmiyu.com/pages/manage-pre-orders

You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank. 

Delivery

Order your A&M jewels in time for Mother's Day!

UK Standard - 4th March 1pm

UK Next Day Delivery - 7th March 1pm

We ship internationally however If you're based in the EU please visit eu.astridandmiyu.com/. If you're based in the US or Canada please visit us.astridandmiyu.com.
Please note due to certain regulations we cannot ship any jewellery products into Russian Federation and Switzerland.

Please find all delivery times on our delivery & returns page.

Once we have dispatched the goods, you will receive a shipping confirmation. If you haven't received your order within specified time of delivery requested please e-mail customercare@astridandmiyu.com. You must notify us by email or telephone at our contact address of the problem within 14 days of the date on which you ordered the goods.

Please contact the team. find the details on our Contact Us page.

We’ve updated our jewellery boxes in three sizes, and we’ve released brand new jewellery boxes for our 14k & 9k gold pieces. Your jewellery will arrive in a reusable suedette pouch, and our 14k & 9k gold pieces will also come with a polishing cloth to keep your jewels shining.

All our deliveries can be tracked, you will be sent a tracking link in your shipping confirmation or you can log in to your customer account. Otherwise, please message us on our Live Chat or email us at customercare@astridandmiyu.com and we can provide the necessary information for you.

Please note that we are currently unable to deliver to PO Box numbers. This is to ensure the safe delivery of your Astrid & Miyu order.

For more delivery information, view our delivery and returns.

Returns

For hygeine reasons, we do not offer refunds or exchanges on earrings unless faulty.

We do not offer refunds or exchanges on advent calendars unless faulty.

If you receive a faulty item, please us our Online Returns Portal.

In order to initiate an unwanted return or exchange please use our returns portal. We’re extending our returns period for orders placed 1st November - 20th December, so they can return their jewels until 30th January. Gifting has never been so stress free. More details can be found on our Returns Page. Please note that we do not except returns for earrings due to hygiene reasons (unless they are faulty), story chains, engraved items, advent calendars, monogrammed products and individual items from sets - The products must be returned as a set to be eligible for a refund.

For more returns information, view our delivery and returns.

Account

Yes, however we will still require your email. If you do wish to create an account and sign up to our Loyalty programme and you didn’t do this prior to checking out our customer care team can assist you.

Yes. Loyalty points can be redeemed and used in store. You can redeem them prior to the visit and present the team with the code or the team can help redeem them for you.

Our Loyalty Program points and rewards are only valid in the country your account was created in. For example, if you have an account with us on our Global website (www.astridandmiyu.com), you won't be able to use them on our US website (us.astridandmiyu.com) or EU website (eu.astridandmiyu.com). However, we are able to transfer points earned abroad to your native account. If you shop abroad in one of our stores, please keep your receipt for proof of purchase, and our Customer Care Team will happily transfer your points to your native account.

Yes you can. Sign up to our Loyalty program. Every time you make a purchase you can earn points based on the price of the piece purchased and these points are added to your reward points balance. Use the points to receive discounts on your future purchases. Find out more about our Loyalty program here.

Stores

We currently have stores throughout the UK, New York and one in Dublin. For opening times and locations click here to find out more.

Product

Our jewellery is made of plated brass or sterling silver. We offer 3 platings: 18k rose gold, 14k gold and rhodium. All earring posts are sterling silver.

Our rings are available in 4 different sizes: UK L/US 6, UK M/US 6.5, UK N/US 7, and UK P/US 8. Need help finding your size? We'll be sending out free ring sizers in all online orders from now till the end of the year to help you find the perfect fit. If you would like more information, please visit our size guide page here.

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Both our solid gold & plated jewellery come with a 1 year warranty. Please note, this does not include product loss. For more information, please visit our refund policy here.