Frequently asked questions
Products & care
How do I choose my size?
Each piece is sold in the selected version shown on its product page. Compare its metric and US measurements with jewelry you already wear. An open cuff span is not your wrist circumference. Our Size Guide explains how to measure; worn photographs illustrate styling and do not guarantee fit.
Is gold-tone jewelry the same as solid gold?
No. A gold-tone appearance, a plated finish and solid gold describe different things. Read the material and finish stated for the exact piece.
How can I compare necklace lengths?
Measure a necklace you already wear or use a soft tape to check the listed length. The same length can sit differently depending on your neckline and proportions.
Can I adjust an open cuff by bending it?
Only adjust a piece when its own description expressly says it is adjustable. An open cuff is not automatically flexible, and its inner span is not a wrist circumference.
Are all earrings supplied as a pair?
Check the quantity and included pieces on the individual product page. The listing determines whether the selected item is a pair or a single piece.
How should I store my jewelry?
Follow the care notes for the particular piece. Keep delicate chains and surfaces separate so they do not rub together or become tangled.
Can I choose a piece based on a worn photograph?
Worn photographs help show styling and proportion. Use the actual metric and US measurements, together with the Size & fit guide, to assess your own fit.
What should I do if an item arrives damaged?
Email support@ashleytill.com with your order reference, a description of the issue and clear photographs of the item and packaging. Keep the supplied parts while we review the next steps.
Orders, payment & support
Who operates Ashley Till?
The business name is Ashley Till. Our customer care email is listed below.
How do I add an item to my bag?
Open the product page and select Add to bag. Open the bag icon to review your items before continuing to checkout.
How do I change the quantity in my bag?
Open your bag and use the plus or minus buttons beside the item. Review the updated quantity and total before checkout.
How do I remove an item from my bag?
Open your bag and choose Remove beside the item. Removing an item from your bag does not cancel an order that has already been placed.
Which currency are prices shown in?
Prices are shown in US dollars. Review the complete order total before authorizing payment.
Which payment methods are available?
The payment step shows the methods available for your order. If a payment service is unavailable, contact customer care before trying to place the same order again.
What if I cannot find my order confirmation?
Check the email address used at checkout and your spam folder. If you still cannot locate the confirmation, contact support@ashleytill.com with the details you have before submitting another payment.
What should I do if tracking has not updated?
Check the latest information on Track order. Carrier updates can arrive separately from an order confirmation. Contact customer care with your order reference if you need help with a shipment.
When can I contact customer care?
Monday to Friday, 8:00 a.m. to 5:00 p.m. Eastern Time (America/New_York). We usually reply within one business day.
Email support@ashleytill.com and include your order reference for an order question.
Can you help with a product detail before I order?
Send support@ashleytill.com the product name or page link and the measurement, material or included component you want to check. We can review the specific question before you choose.
Where can I manage my privacy choices?
Use the privacy choices page to review the controls available in this browser. The Privacy Policy explains how information is handled.
Shipping & returns
How long does delivery take?
Standard US delivery is estimated at 2–14 days: 0–1 handling day plus 2–13 transit days. Standard shipping costs $5.99 per order.
Can I return or exchange an item?
Request a return within 30 calendar days of delivery. We accept new and lightly used items that are clean and complete. Ordinary returns are by mail to our authorised return address, at the customer’s actual postage cost. We do not offer exchanges.
When will I receive my refund?
Eligible refunds are expected to reach your original payment method within 30 calendar days after our partner receives the returned item, or after we approve a refund without a return.
Do you provide a return label?
No. For ordinary returns, you arrange return shipping after we provide the authorised address.
How do I start a return?
Email support with your order reference and the item you want to return. Wait for the authorised return address before sending a parcel.
Where can I see shipping charges and tax?
Standard US shipping is $5.99 per order. Applicable tax and the full payable total are shown at checkout before payment.
Can I correct a delivery address after ordering?
Email support@ashleytill.com promptly with your order reference and the correction. Whether a change is possible depends on the order’s handling stage; wait for confirmation.
Can I send a return to the business address?
Contact customer care for the authorized receiving address before sending a return. The business correspondence address is not automatically the return destination.
Here when you need a hand.
Questions about a piece, your order or a return? Email support@ashleytill.com.
Monday to Friday, 8:00 a.m. to 5:00 p.m. Eastern Time (America/New_York). We usually reply within one business day.