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Customer Care
Those who have been in our NEWTWIST store know our customers are our friends! We pride
ourselves on providing excellent customer service and a fabulous shopping experience to
everyone who walks through our doors. Customers who shop in our store are often inspired
as they discover something beautiful around every corner. We love to help you find that
perfect gift for your friends and loved ones, or maybe a special treat just for you.
When you shop at NEWTWIST.com you can expect the same personal and thoughtful customer
care that sets us apart. Visit NEWTWIST.com and discover an inspiring approach and new
twist to online shopping.
We value your business and hope your experience at NEWTWIST.com is a pleasant one.
If you ever have a question, comment, or if there is anything we can do for you,
please email us at andrea@newtwist.com or give us a call at 971.255.0593.
If at any time you come across a piece at a lower price, let us know and we will
match it! This excludes EBAY and sale items from other stores and is up to our
discretion. We are committed to offering the best available pricing for our customers
and are happy to make such adjustments.
Orders
We do our best to have every piece available for immediate delivery. However, because NEWTWIST specializes in hand-made, one of a kind jewelry, there can be limited availability and some pieces may be temporarily unavailable. If this is the case, you will be notified of an estimated delivery date and once we receive your confirmation, we will gladly special order the item for you.
Order Status - At any time you can check your order status either by
logging into your account at NEWTWIST.COM, or emailing us at andrea@newtwist.com.
Gift Wrap - When you shop at NEWTWIST.com, all of our orders arrive with our
free and fabulous signature gift-wrap. To view a sample of our gift-wrap, click here.
We are also happy to include a hand-written card with a special message from you. Just let us
know in the comments section as you place your order.
Personal Shopper
Our Web Store Manager Andrea, managed the store in Eugene for over 4 years and although she LOVES running our website, she misses the fun of getting to help customers find the perfect gift! So if you need ideas, inspiration or just some good ole' fashioned advice, please fill out our personal shopper form and she'd be happy to guide you towards something wonderful. Whether it's a treat for yourself, a gift for someone dear or someone you barely know (we've all been there!), she is always ready to help!Fill Out Personal Shopper Form
Special Orders and Resizing
At NEWTWIST.com we hand-select beautiful jewelry that speaks to our heart and that we know you'll love just as much as we do. Whether it's jewelry that you can wear every day or something perfect for a special occasion, we try to offer something for everyone. If you don't see a piece you are looking for, please email us at andrea@newtwist.com or call us at 971.255.0593 and we will be more than happy to order any special piece for you.
We understand that everyone has personal preferences about their jewelry and we want to make your favorite piece, the perfect fit! Please inquire about any special requests (ring sizes, item lengths, etc.) and we will do our best to make it happen. There may be additional charges for alterations. You can expect about 4-8 weeks for delivery. If there is a situation in which you need the item before then, please contact us and we may be able to expedite your order.
Ring Sizing - We are happy to order or resize your favorite ring in the size you need. If the ring you wish to purchase is not shown to be available in your size, please contact us about sizing and ordering options. We don't want you waiting any longer than you have to so we strongly recommend taking the time to ensure the accuracy of your ring size before the order is placed. Email or call us and we will gladly walk you through the sizing process. In some cases, there may be a small charge to adjust the size of the ring.
All special and custom orders must be paid in full before the order is processed. These are considered final sales and cannot be returned or exchanged. Special orders can be cancelled only within 2 business days of being placed.
Product Information
All of our jewelry is tenderly hand-made by our artists, making each piece one of a kind. We love that no two stones are alike and that each one has it's own character, personality and beauty marks. We truly hope you enjoy finding that special stone which speaks to you.
Payment Methods
NEWTWIST.com accepts all credit cards and NEWTWIST gift cards. Your card will not be charged until your order is processed and shipped. Special orders are charged when the order is placed.
Since we are an Oregon business, there is NO sales tax applied to any purchases.
Shipping
We ship all of our packages fully insured via UPS and offer complimentary shipping for all orders of $200.00 or more.
We are only able to ship to street addresses and thus cannot ship to P.O. boxes.
We offer the following shipping options: Standard (ground), 2nd Day Air and Overnight Next
Day Air (which does not include Saturday delivery).
The rates are as follows:
| Orders Over $200.00 | Free! |
| Ground (5-7 days) | $8.00 |
| 2nd Day Ground | $15 |
| Next Day Shipping | $25.00 |
| *Alaska and Hawaii 2nd Day only | $35.00 |
We strive to process your order within 24 hours. Standard orders placed after 2 pm PT will be processed and shipped the following business day. Orders placed on Saturday and Sunday will be processed on the following Monday. All shipments require an adult signature.
Any international orders are subject to overseas shipping charges as well as duties/taxes incurred by customs and are the responsibility of the recipient. Once the order is in place, we will send you an order confirmation to confirm shipping charges.
If you have any issues with your shipment, please call 971.255.0593 or email us at andrea@newtwist.com.
Repairs
If an item you purchased from NEWTWIST.com is in need of a repair, please contact us at andrea@newtwist.com or call us at 971.255.0593 and we will gladly send your jewelry to the artist for repair.
Return Policy
We want you to love each and every one of your purchases from NEWTWIST.com! If for any reason you are not happy with your purchase, we will gladly accept a return within 10 days of receipt.
Unfortunately, all Special Orders, exchanged items, and sale items are FINAL SALES and cannot be exchanged or returned.
We will credit you for the amount of the item minus the shipping charges. The item must be shipped to us in the original packaging, unworn and in perfect condition. Any item arriving after 10 days from your receipt or without a receipt will only be eligible for store credit or exchange, at our discretion.
If you need to cancel an order after it has been processed, just let us know! If it has already shipped, you will be responsible for the shipping charges.
All returns of online purchases require a Return Authorization prior to sending it back;
otherwise, we will not accept the package. Please email your request to andrea@newtwist.com
with the following information:
Name, email address, phone number, name of item, reason for return, type of return requested
(exchange, refund, or store credit) and original purchase date.
Once you have received your RA number, please return your item along with your original receipt, prepaid and insured to:
NEWTWIST-WEB
900 NW Lovejoy Street
#607
Portland, OR 97209
P/F 971.255.0593
*We do not accept COD packages. We are not responsible for any lost or damaged packages so please send your item via insured mail.
Our online return policy does not apply to purchases made in our Eugene store. Items purchased on our website may be returned to our online store only.
Jewelry Care
We want your jewelry to look just as perfect as the first time you put it on. We recommend storing it in your jewelry pouch, in a room temperature, low-moisture environment. Some colored gemstones may be sensitive to light, lotions, perfumes, hairsprays, liquid emersion and extreme temperatures. Always remove your jewelry before washing to prevent soap build up. In addition, it is beneficial to wear your jewelry often. The natural oils in your skin help to keep your stones and metals clean and conditioned.
To clean your metal jewelry you can make your own cleaning solution using six parts warm water to one part ammonia. Dip your gold, platinum, or silver jewelry in the solution and scrub gently using a soft bristle toothbrush. Rinse in warm water and pat dry with a paper towel. Silver may require additional cleaning with the use of a tarnish removing polish.
Pearls are especially sensitive to the agents we mentioned above; even cosmetics can be harmful to a pearl's luster. We recommend having your pearls professionally cleaned and restrung on an annual basis.
Feel free to contact us if you have any questions about the best way to clean your jewelry.
Privacy and Security
Here at NEWTW!ST, we acknowledge and respect that privacy is very important to our valued customers, and we have taken the steps outlined in this Privacy Policy to protect the security and privacy of any personal information our customers have provide to us.
NEWTW!ST will not release personal information about customers without their permission, except as required by court order, subpoena, or applicable law. We do not sell, trade, or rent customers' personal information to outside companies or marketing firms. The information provided is to have a better and clearer communication with us and you. By using our website, customers agree to allow NEWTW!ST to contact them about promotions and materials of interest so that the customer may have a better shopping experience while on our website. Customers who do not wish to be contacted may notify us at any time either in writing or by telephone.
NEWTW!ST is committed to handling your personal information with high standards of information security. Our website has been verified by Thawte, a leader in website authentication, and when our on-line registration or oder form asks a customer to enter personal information, NEWTW!ST uses Secure Socket Layering (SSL) to encrypt to personal information for your security.
As NEWTW!ST continues to develop its website and flourish with our new products and new technology, this Privacy Policy may change. We therefore encourage you to refer to this policy on an ongoing basis so that you may continue to understand the current policy. Thank you so much for being a NEWTW!ST customer.
Disclaimer of Liability
Our website and the content within our website are the property of Colleen Stangeland or its suppliers and are protected by United States copyright laws and international treaty provisions.
The trademarks, service marks, and logos (the "Trademarks") used and displayed on our website are registered and unregistered Trademarks of Colleen Stangeland and others. Nothing on our website should be construed as granting, by implication, estoppel or otherwise, any license or right to use any Trademark displayed on our website, without the prior written permission of the Trademark owners. The name of NEWTW!ST, the NEWTW!ST logo or the other NEWTW!ST formatives may not be used in any way, including in advertising or publicity pertaining to the distribution of products on this website, without prior, written permission from NEWTW!ST. Other product and company names mentioned in this website may be the Trademarks of their respective owners.