FAQs (frequently asked questions):
What if I really don't like ordering online?
Then don't! Call us instead at 877.248.6790 and we can do it for you! During office hours you won't reach anyone automated or outsourced - we're really here! If you have a question for us on the weekends about an online order, please email customerservice@twistonline.com and we will respond to you on Monday when we get in.
What methods of payment do you accept?
TWISTonline accepts Visa, Master Card, American Express, Discover and PayPal as well as Google Pay and Apple Pay.
When will my order be shipped?
We try our best to get in stock orders placed before 1:00pm Monday - Friday (excluding holidays) shipped the same day. Orders placed during the weekends will have an expected ship date of Monday. You can always check the status of your order in your account as well as track it.
Keep in mind that orders being shipped via expedited services are only in motion during business days. Therefore, something shipped UPS overnight on a Friday will arrive the following Monday.
How do you ship?
We use FedEx and UPS.
My package is shipping out via overnight or second day, can you guarantee it will arrive in 1-2 business days?
Unfortunately no, we wish we could! We put the selected service type on your package. Once the package leaves our facility it is in the hands of UPS / FEDEX and there may be delays on their end that are out of our control so we cannot guarantee a packages delivery time.
Can I be reimbursed if I paid for a specific shipping type and it did not arrive within that timeframe?
No, there are no guarantees on your packages arrival time or date. Since we ship the package with the selected shipping type if there were delays on FEDEX / UPS outside our control we cannot reimburse you.
Do you ship internationally?
Yes, we do! We have many regular customers all over the world including in Japan, Canada, Australia and Europe. Please know you will be responsible for any duties / taxes incurred by customs.
What if I don't like what I ordered?
We know and understand it is a challenge to shop online, let alone purchase jewelry! Our return policy allows you to return your order to us in unworn, pristine condition, in its original packaging and with the receipt within 10 days of receiving it. You will receive a refund minus the original shipping charge. Make sure you send the jewelry back to us fully insured and pre-paid. Anything that has been special ordered is not returnable.
I signed up with my email to receive 10% OFF* my first order, are there any restrictions?
*The 10% discount code cannot be used on gift cards, special orders, or Foundrae. Please note that this Offer can end at anytime and is limited to a one time use for first time customers.
Will I be charged sales tax?
Nope! We are lucky to be living in the sales tax-free state of Oregon. If, however, you are shipping to the state of Washington where we have a store, you will be charged the applicable sales tax assigned to the shipping destination.
What if I want my jewelry gift wrapped?
Then you are in luck! Every piece of jewelry we ship will arrive in our exclusive and stunning gift wrap. Yes, even if it is a present for yourself, every order is a gift! If you choose to include a gift enclosure message with your order, it will be beautifully hand-written on one of our little cards.
What are the Gift Card Terms & Conditions?
Coupons and discounts cannot be applied to gift card purchases.
TWIST will not be responsible for lost or stolen gift cards.
Gift cards are nonrefundable and cannot be transferred, exchanged or resold and cannot be redeemed for cash (except where required by law).
I saw something I like on another site - can I order it from you?
Sure! As long as we carry the particular artist who made the jewelry, we can probably special order it for you! Just email or phone us ... we'll take care of you!
What exactly is a special order?
A special order is anything we order for you that is not a regularly stocked item. It could be a ring in a non-standard size, or a necklace in a particular length. It can also be a piece of jewelry we have already sold and weren't planning on ordering again. It's special! And just for you! Please note that the 10% discount code cannot be used on special orders.
Can I return something I special order?
Unfortunately, no. The artist has made the jewelry just for you and not for our stock.
How long does a special order take?
Believe us, we would love for you to be wearing your special piece of jewelry right now! But it really depends on the artist and their production schedule. Our standard timing window is 4-8 weeks and we will contact you the day it arrives. Some studios take longer than this and some shorter. If you have a particular deadline, let us know and we will do our very best to accommodate your time frame!
I really want something, but it is marked 'out of stock'. What do I do?
Contact us! We will see if it is something that can be ordered again for you.
I saw something online a while ago, but now I can't find it. What do I do?
Just contact us and describe what it was. Send us a photo if you have it! We will see if we can find it in our records and give you the information you are looking for.
Will the jewelry I order look exactly like the piece in the picture?
Chances are yes, because in most cases it is the one in the picture! But sometimes it is not and due to the hand-made nature of most of the jewelry, it might have subtle variations in color, texture, stone configuration and finish. Also, keep in mind that computer monitors vary and are never 100% accurate. We make every effort humanly and computerly possible to ensure that what you see is what you get.
I see the same piece of jewelry on another site for a lower price. Why is this and can you match the price?
Call us and we will do some detective work!
I live in Portland (or Seattle) and I'd really like to see the piece of jewelry in person. Is that possible?
Yep! TWISTonline lives in Portland above our NW 23rd Place store location. A great deal of our online inventory is kept here, so a salesperson can help locate the piece you are interested in viewing. If the item happens to be in Seattle, the Portland store can always have it transferred. Vice versa if you live in Seattle - call the Seattle store and they can transfer the jewelry to their store.
What if I am a jewelry designer and want my collection sold at TWISTonline?
We love the creative process and respect the designers and artists interested in submitting their work. Please see our Artist Submission directions on how you can have your collections seen by the Buying Team. Please no phone calls.