Crafted with Confidence, Backed by Our Commitment
At Twisted Pendant, we engineer our jewelry to meet the highest standards of craftsmanship and style, just as we design our customer experience to be seamless and reliable. We understand that true confidence comes from knowing your investment is protected. If your purchase doesn’t meet your expectations, our refined returns process ensures resolution with precision and care.
Our Returns Policy
We offer a straightforward 15-day return window from the date you receive your order. Items must be returned in their original, unworn, and saleable condition, with all original packaging, tags, and certificates of authenticity intact.
Key Conditions:
- Timeframe: Returns must be initiated within 15 days of delivery.
- Condition: Items must be unworn, unaltered, and in original packaging.
- Proof of Purchase: Your order number or receipt is required.
- Final Sale Items: For hygiene and customization reasons, earrings (including Stud Earrings, Hoop Earrings, and Dangle Earrings) are considered final sale and cannot be returned or exchanged, unless they arrive damaged or defective.
- Personalized Items: Any customized or engraved pieces are final sale.
The Returns & Exchanges Process
Follow these steps to ensure your return or exchange is processed smoothly and efficiently.
Step 1: Initiate Your Request
Within 15 days of delivery, contact our customer service team at [email protected] with your order number and details about the item you wish to return or exchange. Please use the template below to ensure we have all necessary information.
Step 2: Receive Authorization & Instructions
We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return. Returns sent without an RMA number cannot be processed.
Step 3: Ship Your Return
Securely package the item(s) in their original packaging, include the RMA number inside the package, and ship to our headquarters address provided in the instructions. We recommend using a trackable and insured shipping service. Return shipping costs are the customer’s responsibility, unless the return is due to our error or a defective item.
Step 4: Inspection & Processing
Once received at our Oklahoma City headquarters, our team will inspect the item(s) within 3-5 business days to ensure they meet our return conditions. We will notify you via email once the inspection is complete.
Refunds & Credits
Upon approval of your return, your refund will be processed promptly.
- Timing: Refunds are issued to your original payment method within 7-10 business days after we approve the return.
- Method: The refund will be credited back to the same Visa, MasterCard, JCB, or PayPal account used for the original purchase.
- Deductions: Original shipping charges are non-refundable. For exchanges, we will cover the standard shipping cost for the replacement item to the original destination.
- International Refunds: For orders outside the United States, please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.
Exchanges
To exchange an item for a different size or product (where applicable), please indicate your preference in your initial request. We will guide you through a simplified process. Exchanges are subject to product availability. For size exchanges on rings, please ensure you reference our sizing guide before requesting the exchange.
Damaged or Defective Items
In the rare event you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the item and its packaging. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.
Need Assistance?
Our dedicated customer service team is here to ensure your experience is as refined as our jewelry.
Email: [email protected]
Mail: Twisted Pendant, 301 Southeast 37th Street, Oklahoma City, OK 73129, United States
Please include your order number in all correspondence for the fastest service.