Frequently Asked Questions

Welcome back!

We are now open – no appointment needed! We are still limiting store capacity so that we can maintain social distancing and to allow for proper cleaning between customers. If we’re at capacity when you arrive, please knock to let us know you’re here and wait outside. We can’t wait to see you!  If you think you’ll be short on time and don’t want to risk waiting, or if you’re coming in for a special occasion like engagement ring shopping, you are still welcome to book an appointment (click here). If you’re not quite ready to come into the store, you can also book a virtual appointment and we will be happy to help you from afar. We can’t wait to see you! We are also still offering free curbside pickup and home delivery within 10 miles of our store. Select which option you prefer at checkout. 

 

CUSTOMER SERVICE

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: info@newtwist.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 info@newtwist.com 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!

 

SPECIAL ORDERS & CUSTOM SIZING

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 info@newtwist.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.

 

RETURNS

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, and exchanged items are FINAL SALES and cannot be exchanged or returned. Our online return policy does not apply to purchases made in our Eugene store.

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.

To return an item purchased from our online store: 

  1. Email your request to info@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. All returns of online purchases require a Return Authorization prior to sending it back; otherwise, we will not accept the package.
  2. We will email you a prepaid UPS or USPS shipping return label. Please return your item within 10 days in the original packaging, unworn and in perfect condition, along with your original receipt.
  3. When the item arrives at our store, we will credit you for the amount of the item minus any shipping charges.

Any item sent 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.

 

SHIPPING

*As of this time, we are shipping all online orders on time! Our shipping carriers, however, are currently experiencing delays, and unfortunately, that means that we cannot guarantee expedited shipping. Thank you for your patience!

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 or USPS. 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 delivery person. We offer the following shipping options:

Standard ground (5-7 business days)
Express shipping (USPS Priority Mail: approximately 2-3 business days for most locations)
2-Day Air Shipping

What are the shipping rates?

  • Ground Shipping:
    • Orders $50 and over: FREE!
    • Orders under $50: $8
  • Express Shipping 
    • Orders $500 and over: FREE!
    • Orders under $50: $12
  • 2-Day Air:
    • All orders: $25
  • Alaska & Hawaii:
    • 2nd day air only: $35
  • International:
    • Priority Mail International: $35

Curbside Pickup and Home Delivery

  • Curbside Pickup is available during open hours (11-6:00 Monday through Saturday, 11-5:00 Sunday). We will call you as soon as your order is ready to be picked up. Please pull up in the Fifth Street Public Market main parking lot (in front of Marché) and give us a call (541-342-8686) when you arrive so that we can run your order out to your car. Contact us if you need to arrange a pickup time outside of that window.
  • Home Delivery is available within a 10 mile radius. We strive to deliver all orders same-day, but please allow up to 48 hours for yours to arrive.

How do I check the status of my order?

Log into your account or just contact us directly at info@newtwist.com.

 

OTHER FREQUENTLY ASKED QUESTIONS

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 offer 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. To pay with a NEWTW!ST gift card, please place your order over the phone (541-342-8686)

Is there sales tax?

No. Since we are an Oregon business, there is NO sales tax applied to any purchases.