Frequently Asked Questions
We pride ourselves on providing excellent, personal customer service and a fabulous shopping experience. We love to help you find that perfect gift — or maybe a special treat just for you. If you have a question or problem, we want to be sure you get help promptly.
Here is some commonly requested information. If you can’t find what you’re looking for, don’t hesitate to get ahold of us: email@example.com or 541.342.8686.
Can you help me select something?
Laura, our Web Store Manager, managed the store in Eugene for over four years and although she loves running this website, she misses the fun of getting to help customers find the perfect gift!
If you need ideas, inspiration or just some good ol’ fashioned advice, please drop her a line at firstname.lastname@example.org and she will 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!
I know what I’m looking for but don’t see it. Can you order it for me?
Possibly. Because our pieces are handmade, they sometimes go out of stock. If you don’t see a piece you are looking for, please email us at email@example.com or call us at 541.342.8686 and we will be more than happy to contact the designer and special order the piece for you if it is available. Expedited special orders may incur additional charges.
How can I be sure a piece will fit? Do you do custom sizing?
Yes. We want to make sure your favorite piece is the perfect fit. Please ask if you have questions about ring sizes, chain lengths, etc.
If we need to do a custom alteration, you can expect about 4-8 weeks for delivery. If there is a situation in which you need the item sooner, please contact us and we will do our best to expedite your order. There may be additional charges for some alterations.
Rings: If the ring you wish to purchase is not shown to be available in your size, please contact us about resizing or special-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.
All special orders and custom alterations 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 canceled only within 2 business days of being placed.
Can I return something if it wasn’t quite right after all?
Yes! 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 for a full refund, and you will be sent a prepaid return label. There is no charge for returns. However, all special orders, exchanged items, and sale items are FINAL SALES and cannot be exchanged or returned.
This return policy does not apply to trunk show items, as each artist has their own policy. Please contact us with questions regarding trunk show returns.
For authorized returns, we will credit you for the amount of the item minus any 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 firstname.lastname@example.org 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. We will email you a prepaid shipping return label.
Once you have received your RA number, please return your item along with your original receipt to:
296 E. Fifth Ave
Eugene, OR 97401
*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.
For all in store purchases, please note that our Eugene store will be closed for remodeling during the month of January. Until then, we will still be available for all your birthday, anniversary, and just-because gifts at newtwist.com, or drop us a line at email@example.com to book an appointment to visit us in store.
To accommodate in store exchanges and returns for store credit during our remodel, we are extending our policy from within 30 days of purchase to within 60 days of purchase.
What if I need a piece repaired?
If an item you purchased here is in need of a repair, please contact us. We will gladly send your jewelry to the artist for repair. There may be a charge for the repair, depending on the materials and labor required.
Do you do gift-wrapping?
Yes! All of our orders arrive with our free and fabulous signature gift-wrap. shown here. We are also happy to include a hand-written card with a special message from you (you can enter what you would like to say when you are on the check-out page).
What if I find the same piece somewhere else at a lower price?
For those pieces that are not one of a kind, if at any time you find it somewhere else at a lower price, let us know and we will match it! We are committed to offering the best pricing for our customers and are happy to make such adjustments if possible. (This excludes eBay and sale items from other stores and is up to our discretion.)
Do items ever go on sale?
We have an annual sale every year for 10 days in March. While it primarily applies to in-store items, we do mark down a few items on our website during that time. Items may be marked down further and new items may be added over the course of the sale. Please note, however, that we do not offer price adjustments if an item is discounted further after purchase. All sale items are final sale and cannot be returned.
What types of payment do you accept?
We accept all credit cards and NEWTW!ST gift cards.
Is there sales tax?
No. Since we are an Oregon business, there is NO sales tax applied to any purchases.
How quickly do orders ship? Are items ever out of stock?
In most cases, we will process your order within 24 hours. Orders placed after 12 p.m. Pacific time may be processed and shipped the following business day. Orders placed on Saturday and Sunday will be processed on the following Monday.
However, because we specialize in hand-made, one-of-a-kind jewelry, there can be limited availability and some pieces may be temporarily out of stock. If this is the case, you will be notified and given an estimated delivery date, and then once we receive your confirmation to go ahead, we will gladly special order the item for you.
How do you ship orders?
All US packages are shipped and fully insured via UPS. We are able to ship only to street addresses and thus cannot ship to P.O. boxes. If you would like an adult signature to be required upon receipt, please let us know. Otherwise, it will be left to the discretion of the UPS driver. We offer the following shipping options:
Standard ground (5-7 days)
2nd Day Air
Overnight Next Day Air (which does not include Saturday delivery)
What are the shipping rates?
- Ground Shipping:
- Orders $100 and over: FREE!
- Orders under $100: $8
- 2nd Day Shipping:
- Orders $200 and over: FREE!
- Orders under $200: $15
- Overnight Shipping:
- Orders $2000 and over: FREE!
- Orders under $2000: $25
- Alaska & Hawaii:
- 2nd day air only: $35
- Priority Mail International: $35
How do I check the status of my order?
Log into your account or just contact us directly.