Astrid and Miyu — Practical, Expert Guide to Their Customer Service

Overview: what to expect from Astrid and Miyu customer support

Astrid and Miyu is a UK-born contemporary jewellery brand with a strong direct-to-consumer focus; their primary customer service channels are driven through their website help centre, order-management tools and active social channels. For any transaction-related enquiry you should first consult the brand’s online help pages at https://www.astridandmiyu.com — these pages consolidate order status, returns information and frequently asked questions, and will often resolve basic queries without needing live agent intervention.

In practice, expect a customer-service model typical of digitally native jewellery brands: asynchronous support (email/ticket), social-media support (Instagram/Facebook DMs), and in some cases in-store assistance for customers who visit UK retail locations. Preparing clear supporting evidence (order number, photos, date of purchase) dramatically reduces resolution time and is a standard expectation for specialist teams handling jewellery queries.

Contact channels and realistic response expectations

Main contact routes are the website Help/Contact form and the brand’s social accounts (Instagram: @astridandmiyu). When you submit a ticket through the website, most fashion-jewellery vendors aim to acknowledge new enquiries within 24–72 hours; more complex issues (repairs, bespoke adjustments, international customs questions) typically take longer as they require coordination with logistics or the workshop teams.

If you need faster action—such as correcting a shipping address before dispatch—note the time-sensitivity: provide the order number immediately and use the contact form headline to flag “URGENT: Address correction.” For orders already out for delivery, contact the carrier directly with the tracking number included in your order-confirmation email while simultaneously creating a ticket with Astrid and Miyu to ensure both sides are aware.

Orders, shipping and international deliveries

Astrid and Miyu ships internationally; shipping speeds and costs vary by destination and selected service. Typical fulfilment for in-stock pieces with standard shipping is 1–5 business days in the UK and 3–10 business days in major international markets, though these windows expand during sale periods or at peak retail times. Always check the shipping option you selected at checkout for the carrier and estimated delivery window.

For international buyers, be prepared for customs, duties and VAT. The recipient is usually responsible for import fees unless the merchant explicitly offers DDP (Delivered Duty Paid). If customs charges are applied and you raise a dispute, attach the carrier’s customs paperwork and proof of purchase when you contact customer service to accelerate reimbursement or partial compensation discussions where applicable.

Returns, exchanges and statutory rights

Consumer rights in the UK and EU include a 14-day cancellation right for distance purchases under the Consumer Contracts Regulations; many retailers (including major jewellery brands) extend that window to 28 days as a commercial policy. Check the exact period listed on the Astrid and Miyu returns page before initiating a return. Personalised and engraved items are commonly non-refundable unless faulty — confirm this on the product page before purchase.

When returning an item, use tracked and insured postage and retain proof of posting. For faulty or incorrectly described goods, the seller is obliged under the Consumer Rights Act to provide repair, replacement or refund. In practice, expect the customer-service workflow to request photos of the issue, your order number, and for the item to be returned for inspection before a refund or replacement is issued.

Repairs, maintenance and jewellery care

Jewellery wear-and-tear is handled differently from manufacturing faults. Astrid and Miyu typically provide guidance on care (avoid chlorine, apply perfume before dressing, store in soft pouches) and may offer repair services for manufacturing defects or damage covered by warranty terms. Always check the invoice and the brand’s terms for any stated warranty period—many fashion jewellery retailers provide a 6–24 month warranty for manufacturing faults, but coverage and cost for out-of-warranty repairs vary.

For repairs, include clear close-up photos, a description of when the issue first appeared, and the order number when you open a ticket. If a repair is chargeable, ask for an itemised estimate in writing before accepting work. If you are outside the UK, inquire about return-shipping arrangements to the UK workshop and whether customs paperwork will be pre-filled by the brand to avoid import taxes on returns.

How to escalate and use consumer protections

If standard customer-service channels do not resolve your problem within a reasonable time (for example, no satisfactory reply after one full week on simple matters), escalate by replying to the original ticket stating your preferred resolution (refund, replacement, repair) and a deadline for response. Keep all communications in writing; this creates evidence useful for payment disputes or third-party interventions.

For paid card transactions, consider a chargeback through your card issuer only after providing the merchant reasonable time to respond (typically 14 days), and after you’ve attempted escalation. In the UK, unresolved disputes can be raised with alternative dispute resolution (ADR) bodies or Trading Standards; for EU customers, national consumer protection agencies and the European Consumer Centre can advise on cross-border issues.

Practical checklist before contacting Astrid and Miyu customer service

• Order number and purchase date (from confirmation email).
• Product SKU/name and exact description of the issue (include measurements if sizing is involved).
• High-resolution photos showing the problem (close-ups and contextual shots).
• Shipping tracking number and carrier name if the query is delivery-related.
• Proof of payment (last 4 digits of card or PayPal transaction ID) for billing disputes.
• Preferred outcome (refund, replacement, repair) and any timelines that matter to you.

Channels and recommended timelines

• Website Help/Contact form: primary route for documented replies — expect 24–72 hours acknowledgment.
• Instagram/Facebook DMs: fast acknowledgement for simple queries; escalate to formal ticket for order-specific issues.
• In-store (UK flagships): in-person appointments are best for fittings and immediate exchanges where available; check local store hours on the website.

Final practical tip: keep your order emails and receipts until any warranty or returns period has expired. That single email thread with order confirmation, shipping proof and photos of an issue is what enables a quick, successful outcome when dealing with any jewellery brand’s customer service, Astrid and Miyu included.

How long does Astrid and Miyu take to deliver?

We aim to dispatch all standard delivery orders within 48 business hours. If there’s any unexpected delay, we’ll be in touch to keep you in the loop. Order before 1pm, Monday-Friday and your parcel will be dispatched the same day for next working day delivery.

What is Astrid and Miyu breakage policy?

If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it.

How do I email Astrid Miyu customer service?

If you have not received this or your tracking link is not providing any updates, please reach out to our customer care team – [email protected] who can help you further.

How do I email asket Customer Service?

[email protected]
If you wish to make a complaint, please contact us at [email protected]. Do not send back a product before you have contacted us.

Do Astrid and Miyuu have a warranty?

All of our jewellery is covered by a 1 year warranty.
Unfortunately, the 1 year warranty does not cover the loss or theft of jewellery. If an item gets lost due to a potential fault, but this fault had not been registered with us prior, or at the time of purchase, we would not be able to replace it.

What country is Astrid and Miyu from?

Our Story. Astrid & Miyu was founded in 2012 by Connie Nam. Born in Seoul, Korea she spent much of her life travelling and living in different countries. Inspired by her mother, jewellery had been a part of her life from a very young age.