Choose the route that feels closest to your enquiry. Every note reaches our central concierge and will be quietly passed to the right member of the House if another specialist is better placed to help.

We are at 438 Streatham High Road, London, SW16 3PX. Private visits are best arranged in advance so we can prepare a personal edit for you.

Yes. Select Private Appointments in the form and tell us your preferred day, time zone and the pieces or occasion you would like to discuss.

Your appointment begins with a short conversation about your style, occasion and preferences. We then prepare a considered selection and confirm the visit details directly with you.

Yes. Our Bespoke Atelier can guide you through an original commission, a meaningful redesign or a future heirloom. Share your starting idea and our team will explain the next steps.

Many heirloom redesigns are possible, subject to an in-person assessment of the stones, metal and setting. Choose Bespoke Atelier and describe the piece you have in mind.

Resizing depends on the design, setting and materials. Send the piece name, order number and required size to Returns & Exchanges so our specialists can advise without compromising the jewel.

We can assess Ashcroft pieces for cleaning, repair and ongoing care. Include photographs if requested by our team, but please do not send a jewel to us until return instructions have been confirmed.

Choose Returns & Exchanges and include your order number, the item and the reason for return. We will confirm eligibility against the terms that applied to your purchase and provide the correct return instructions.

Exchange options depend on item condition, personalisation and availability. Contact Returns & Exchanges before sending anything back and we will outline the available paths.

Photograph the outer packaging, shipping label, presentation box and item as soon as possible. Contact Orders & Delivery with your order number so the team can prioritise the matter.

Your dispatch correspondence normally contains tracking details. If you cannot locate them, select Orders & Delivery and include the name and email used for the purchase.

Contact Orders & Delivery immediately. We will help where possible, although an order already prepared, personalised or dispatched may no longer be changeable.

International availability and service options vary by destination and by jewel. Tell us the destination country and the piece you are considering so we can confirm the current options.

Duties, taxes and customs procedures vary by destination. Our team can explain how an available service is dispatched, but local authorities determine any charges due on arrival.

The secure checkout displays the payment methods currently available for your location and order. If a payment does not complete, contact Client Care before attempting several repeated transactions.

First confirm that your billing details match those held by your payment provider. If the issue continues, choose Orders & Delivery and tell us the approximate time of the attempt—never send full card details.

Purchase records, presentation materials and any documentation supplied with your piece form its Ashcroft provenance. Contact Client Care with the order details if you need help identifying the relevant documents.

Available gift presentation and message options can vary by item. Add your request at checkout where offered, or contact Orders & Delivery promptly after placing the order.

We use your details to answer your enquiry or manage your requested correspondence. Private Notes is occasional, and you may ask to unsubscribe at any time by replying to a message or contacting Client Care.