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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! We're in the office Monday - Friday, 8am - 4:30pm PST (sometimes earlier, sometimes later!).  And you won't reach anyone automated or outsourced - we're really here!  We like to chat....just ask our photographer, who has perfected the art out of tuning us out!  If you want to get ahold of us on the weekends, feel free to still call - someone from downstairs in our Portland store will answer and can help! 


What methods of payment do you accept?

TWISTonline accepts Visa, Master Card, American Express, Discover and PayPal.


When will my order be shipped?

All orders placed before 2pm Monday - Friday (excluding holidays) will be shipped that day provided it is in stock. Orders placed during the weekends will be shipped on the following 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 UPS (and love the little brown uniforms!), but can also ship via FedEx or USPS if requested.


Do you ship internationally?

Yes, we do! We have many regular customers all over the world including in Japan, Canada, Australia and Europe. Currently we are accepting these orders using PayPal or a US issued credit card. 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.


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 jewerly 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.


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!


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 jewerly 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. If you have a particular deadline, let us know and we will do our very best to accomodate your time frame.


I really want something, but it is marked 'out of stock'. What do I do?

Find the person who bought it and make an offer? No...really, contact us and 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. We have the most incredible, photographic memory of our inventory - past and present -  and keep photographic records of eveything so chances are, we will find it. Then we can determine if it is something we can order for you! Remember, if you bookmark something, refresh your browser. This will update the site and confirm if the item is still available. 


Will the jewelry I order look exactly like the piece in the picture?

Chances are yes, because it IS the one in the picture! But due to the hand-made nature of most of the jewelry, it might have subtle variations in color, texture 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 (just ask our photographer!!!). 


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! Most likely, the price you see is not current and applies to that one piece in their stock. If you needed another size or length, you would be subjected to the current price. 


There is a piece of one-of-a-kind jewelry I love, but I need to think about it. Can I put something on hold?

Absolutely! Sleep on it! Dream about it! But call us first and we can set something aside for you for 24 hours. If you do not contact us within the time frame, it will be put back into the case. 


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, we can always have it transferred. Vice versa if you live in Seattle - call us and we can transfer the jewelry to our store there. 


What is that little hand-spiral symbol thing I see at the bottom of the descriptions for some pieces?

That is our special One-of-a-Kind symbol indicating that the piece of jewelry you are looking at is the only one like it! Once it sells, it is gone. Sometimes we will have pieces that are similar, but not exactly the same.