Frequently Asked Questions
Delivery: What delivery options do you offer?
Standard UK delivery with Royal Mail is free when you spend over £50 and typically takes 3-7 working days from placing your order to reach your address, except in exceptional circumstances such as postal strikes. We also offer worldwide tracked shipping, costs vary according to the destination country and can be found on our final checkout screen or indicated on Royal Mail's international delivery pages.
Delivery: Do you ship to my country?
We proudly offer worldwide shipping. International shipping charges apply. Please review your countries international shipping times before you place your order, as we cannot guarantee speedy delivery to some territories.
Delivery: Can I change my delivery address once I have placed my order?
Yes, we are able to amend your delivery address for you if you inform us within one hour of placing your order. Contact us using one of the methods outlined on our Contact page.
What payment methods can I use?
At the checkout, you can proceed as a guest or create an online account with us once you have placed your order. By creating an online account, you will enjoy a quicker checkout process in the future as well as saving your delivery and payment details. If you are an existing customer, you will be able to log in to your account.
We accept the following debit/credit cards as methods of payment:
Visa, Visa Debit, American Express, MasterCard, Maestro, Visa Electron
We also have quick pay options to make it quick and easy to checkout, including Apple Pay, Google Pay and Paypal.
If you’d like to spread the cost of your order, we also partner with Klarna and Clearpay to offer ‘buy now, pay later’.
Buy Now Pay Later
What is Klarna?
We are excited to announce we have partnered with Klarna to bring you new ways to pay at checkout.
Here’s how it works:
Step 1) Add products to your cart and select “Klarna” when you check out
Step 2) Enter a few personal details and you’ll know instantly if you’re approved
Step 3) Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.
Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.
No interest. No fees. No impact to your credit score.
- A new way to pay that's an alternative to a credit card.
- 3 instalments gives you flexibility to shop without interest or hidden fees.
- Not making your payment on time could affect your ability to use Klarna in the future.
- Debt collection agencies are used as a last resort.
You must be 18+ and a UK resident to be eligible for this credit offer.
Pay online or in the app
Review your latest purchases and make payments in the Klarna app or online.
- Download the Klarna app: https://www.klarna.com/app
- Log in online: https://app.klarna.com/login.
- Chat with customer service: https://www.klarna.com/uk/customer-service/
With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorized purchases.
At Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth checkout options give you more time and control so you can focus on the things you love.
- More than 90 million shoppers are using Klarna.
- 200,000 retailers are working with us worldwide.
- We’re one Europe’s largest banks and we’ve been powering online checkouts for over 15 years.
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time.
Constellations Global LTD is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18 and over, depending on their status. Terms and conditions apply. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.
Please refer to Klarna’s FAQ page here (https://www.klarna.com/uk/customer-service/).
What is Clearpay?
We are excited to announce we also partner with Clearpay, allowing you to shop now and pay later, always interest-free*. With Clearpay, your purchase will be split into 4 payments, payable every 2 weeks.
Simply shop with Constellations London, find your favourite pieces and choose Clearpay as your payment method at checkout. First-time customers will need to create a Clearpay account (with instant approval decision) and returning customers will simply log in to make their purchase. For online orders, the goods will be shipped to you by the retailer after checkout. At any time, you can log in to your Clearpay account to see your payment schedule and make a payment before the due date. Otherwise, Clearpay will automatically take the money from your debit or credit card on your payment due dates.
Please refer to Clearpay FAQs and help centre here (https://help.clearpay.co.uk/hc/en-gb/categories/360001635351-I-m-a-Customer).
Can I find out if you will be getting replacement stock on items that have sold out?
Yes, you can sign up for Back In Stock notifications on any of our sold out product pages to be alerted by email as soon as your item is back in stock. You may also email us at email@example.com and we can check whether a particular item will be returning back into stock for you and the likely time frame for this.
Do you offer gift packaging or a gift wrap service?
Yes, we offer a gift wrapping service at the additional cost of £3.99. Add the finishing touch to your gift with our luxurious silk-feel white ribbon with gold luxury branding, made from sustainable materials. Ribbon Fabric composition: 100% recycled polyester, created from plastic bottle waste. Gift box outer composition: 100% FSC®-certified cardboard. The FSC® mark guarantees that all materials come from an FSC® forest, where no more wood is cut down than the forest can reproduce. This means better protection of the animal- and plant life, and all foresters have proper training, safety equipment, and a decent wage. Perfect for those passionate about protecting the environment. Type out a gift message for your recipient and have this printed with the gift on our recycled Constellations card.
How can I use a promotion or discount code?
To redeem a promotion or discount code, proceed to Checkout add the code to the Discount Code box.
Can I use more than one discount code when I order?
Our promotions/discounts cannot be used in conjunction with any other offer, and are not valid on already discounted sale items unless otherwise stated.
Returns: What if I change my mind about my product?
We are happy to accept returns within 14 days of receipt of the product for customers residing in the UK, or 1 month for those returning internationally. In order to initiate any return please email firstname.lastname@example.org with the following information: your name, order number, reason for returning the item(s), whether you would like a refund. All returns must be returned in their original packaging in order to receive a full refund.
Returns: Can I return earrings?
Due to hygiene reasons, we cannot offer refunds or exchanges on earrings unless faulty.
Returns: When can I expect to receive a refund?
Once your return has been received, we aim to process all refunds within 2-3 working days. Once your refund amount is released from us, the speed of processing into your bank account depends on your bank.
Returns: Is it possible to exchange?
Exchanges are possible, and will be reviewed on a case by case basis. Please reach out to us at email@example.com with your order number and the items you would like to exchange. Please bear in mind that shipping costs may be incurred for exchanges.
What ring size do I need?
Generally, our rings are either adjustable sizing, meaning one size fits all, or are stocked in sizes Small to Large. These are equivalent to UK ring sizes K to R, or US ring sizes 6 to 8. See our Ring Sizing conversion chart here (https://www.constellationslondon.com/pages/jewellery-size-guide). You can also measure your desired ring finger circumference and match this up to our ring sizes, if you don’t already know your desired ring size.
How do I care for my jewellery?
To keep your jewellery’s brilliance over time, learn what to avoid and how to care for your precious metals. Please see our jewellery care guide for comprehensive information on how to care for your jewellery by metal type (https://www.constellationslondon.com/pages/jewellery-care-guide).
To help protect the durability and high-quality of your jewellery, jewellery should always be removed before coming into contact with or near moisture or water, chemicals such as those found in lotions, make-up and other personal care products, and should be stored in a cool, dark place away from other jewellery which could rub together or become tangled. We highly recommend that you store your jewellery in the original Constellations London packaging provided.
To keep your jewellery looking radiant and to remove the build-up of dirt and premature tarnish we recommend using your Constellations polishing cloth.
Why is my jewellery tarnished?
To avoid tarnishing your sterling silver jewellery, we recommend caring for your silver jewellery in accordance with the above guidance. Tarnish occurs as a natural reaction when exposed to certain substances incurred in daily life, and is easily removed with proper care.
How will my Constellations jewellery be packaged?
All of our pieces are packaged in individual FSC-certified, Constellations branded jewellery gift boxes and wrapped in delicate, recycled and recyclable white tissue, sealed with our recycled paper branded stickers. We also offer a gift wrapping service at a small cost, which uses satin and gold foiled gift ribbon made from 100% recycled plastic bottle waste and recycled card gift notes. We exclusively use FSC-certified and recyclable postage boxes.
How are you making an effort to be more sustainable? How do you hold yourselves socially accountable and responsible?
Please visit our page at https://www.constellationslondon.com/pages/sustainability for information on sustainability in our brand. We are continually working to be as environmentally and socially responsible as we possibly can be, making better choices for the world we live in.
What is the difference between gold plated and gold vermeil jewellery?
Gold Plated jewellery has a base metal, covered with a relatively thinner layer of gold. A chemical process combines the base metal into a solid piece with a layer of gold on the surface. The base metal for Constellations London gold plated pieces will always be Sterling Silver to ensure only the highest quality metals are used in our jewellery, and all of our jewellery will be hypoallergenic.
Gold Vermeil jewellery is similar to gold-plated jewellery, but the layer of gold is thicker and the base metal is Sterling Silver. It will last longer than gold-plated jewellery, but can still fade over time, especially if exposed to water, sweat, or perfume. See our Care Guide on how to care for your pieces.
All types of Gold Plating listed above have the appearance of solid gold, and require different levels of care to maintain the layer of gold and long lasting shine.
Why 18ct gold plating/gold vermeil?
18 carat gold offers jewellery where the gold content is as pure as possible, whilst still being practical and durable. Carats essentially mean how much of the gold is mixed with other metals to make the gold durable. The stronger the carat, the more strong the gold colour will be, but also the softer the gold is. 18 carats offers a perfect balance.
Why 9ct solid gold?
At Constellations, we offer 9 Carat Solid Gold pieces because we believe that this is a great balance between solid gold and affordability in our solid gold jewellery. As a brand our aim is always to provide the highest quality pieces at the most affordable prices, so 9 carat solid gold jewellery is perfect.