Customer Support Centre

We are an online-only store, allowing us to offer a wide selection of jewellery at the best prices. You can browse our collection and shop with confidence through our website!

Crafted with purity. Backed by certification. Meant to shine with you forever!

Our jewellery is crafted from high-quality, genuine 925 sterling silver. We carefully select and verify all our manufacturers to ensure the authenticity and purity of every piece. See how we guarantee quality on our Our Commitment to Authenticity & Quality page.

Shop with confidence, knowing that every piece is crafted with authenticity and care.

925 Sterling Silver is a high-quality silver made of 92.5% pure silver and 7.5% other metals, usually copper or zinc. This composition enhances durability while maintaining the beauty of pure silver. It is a popular choice for fine jewellery due to its strength, shine, and timeless appeal.

Our jewellery is made from authentic 925 sterling silver, which can naturally tarnish over time when exposed to air, moisture, and certain chemicals. Regular cleaning and proper storage can help maintain its shine. For more details on how to care for your jewellery, please visit our Jewellery Care page.

We accept major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we offer alternative payment methods such as Apple Pay, Google Pay, and Afterpay.

All orders are shipped from Auckland, New Zealand. Once your order is confirmed, it will be dispatched within 1-3 business days. Please note that additional processing time may apply during sales events and holiday seasons.

All items are processed with care, so processing time varies per product. Orders placed before 11 PM may qualify for same-day shipping, while most orders are processed and shipped within 24 hours.

Pre-order items typically take 8-10 business days to be ready for shipping. If your order includes both in-stock and pre-order items, it will be shipped once all items are available in a single shipment.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to the tracking page.

Please note that tracking information may not be available immediately. It can take up to 48 hours for the tracking number to become active in our system. If there are no updates right away, we appreciate your patience and recommend checking back later.

Once your order leaves our facility, Asttery is not responsible for any shipping delays. Delays may occur due to factors such as courier backlogs, logistical issues, or adverse weather conditions. Unfortunately, these delays do not qualify for a refund, so please consider this when placing your order

Pre-order items have a longer processing time as they are not immediately available in stock. Typically, it takes 8-10 business days for the item to be ready for shipping. Pre-orders are fulfilled within 1-2 business days once they arrive. Once dispatched, delivery time will depend on your location and the selected shipping method.

If your order includes both in-stock and pre-order items, it will be shipped once all items are available in a single shipment. Please check our Shipping Information page for estimated delivery times.

If you’d prefer to receive your in-stock items sooner, we kindly recommend placing two separate orders.

If your parcel is returned to us due to an incorrect address, failed delivery attempts, or the parcel being unclaimed, it will be processed as a Return to Sender.

In these cases:

– You will be contacted via email once the parcel is received back at our studio.

– You may choose to have the parcel re-shipped (a new shipping fee will apply), or request a refund (excluding original shipping costs).

Please ensure your delivery details are accurate at checkout to avoid delays or extra charges.

We understand that plans can change, and if your order has not yet been shipped, it may be possible to cancel it. Please contact us as soon as possible via our Help Form or help@asttery.co.nz for assistance.

However, once an order has been dispatched, we are unable to make any changes.

Once your order has been successfully placed, you will receive an automatic confirmation email containing your order details. If you do not see this email in your inbox, please check your spam or promotions folder. If you still haven't received it, feel free to contact us for assistance.

We completely understand that sometimes minds (and hearts) change.

If you wish to cancel or make changes to your order, please contact us at help@asttery.co.nz as soon as possible.

We’ll do our best to accommodate your request, but please note that once an order has been processed or shipped, we’re unable to make any changes.

For pre-orders, changes may be possible within the processing window, so don’t hesitate to reach out early.

Pre-order items are manufactured and, once received at our distribution center, they will be shipped to the address provided at the time of purchase. The initial processing time for pre-orders is 8 to 10 business days. You should add this timeframe to the shipping time of the courier service you selected at checkout.

If your order includes both in-stock and pre-order items, it will be shipped once all items are available in a single shipment.

Pre-order items usually take 8–10 business days to arrive at our distribution centre. Once they arrive, your order will be fulfilled within 24 hours, and you’ll receive a shipping confirmation with tracking details.

Pre-order status updates are only available after the item arrives at our distribution centre. Until then, the tracking system will remain inactive, rest assured, your order is safely on its way.

If your order includes both in-stock and pre-order items, we’ll ship everything together once all pieces are ready.

If you’d prefer to receive your in-stock items sooner, we kindly recommend placing two separate orders.

Our 90-day warranty ensures that your Asttery jewellery is free from defects in materials or workmanship under normal use. If your piece arrives damaged or experiences any issues within this period, we will be happy to repair or replace it at no cost to you.

The warranty does not cover:

– Damage caused by improper use, accidents, or alterations.

– Wear and tear from regular use, including scratches or tarnishing.

To make a claim, please contact us at help@asttery.co.nz with a photo of the issue, and we’ll guide you through the process.

If you believe your item is covered by our 90-day warranty, simply follow these steps: 

-Email us at help@asttery.co.nz with your order number and a clear photo of the issue. 

-Our team will review the claim and, if applicable, guide you on how to return the item 

-Once we receive the item, we will process your warranty claim within 5–7 business days. 

We’re committed to ensuring your satisfaction and will do our best to resolve any issues as quickly as possible.