Crafted with Confidence, Delivered with Care
At Twisted Pendant, we engineer our jewelry to meet the highest standards of craftsmanship and style, just as we design your shopping experience to be seamless and reliable. This policy outlines our shipping methods and our refined returns process, crafted to protect your investment with precision and care.
Shipping Policy
We are committed to delivering your carefully selected pieces to your doorstep efficiently and securely. All orders are processed at our headquarters in Oklahoma City.
Order Processing
Please allow 1-2 business days for order processing and verification before your item is dispatched.
Shipping Methods & Delivery Times
We offer two primary shipping options to cater to your needs:
- Standard Shipping (Fee: $12.95): We partner with premium carriers DHL or FedEx for reliable delivery. Your order will typically arrive within 10-15 business days after shipment.
- Free Shipping: For orders over $50, we offer complimentary shipping via EMS. Delivery typically occurs within 15-25 business days after shipment.
Note: Delivery times are estimates and may vary based on destination, customs processing (for international orders), and carrier schedules. We currently ship globally, with the exception of some remote areas and parts of Asia. You will receive a tracking notification once your order ships.
Returns & Exchanges Policy
Your satisfaction is paramount. If your purchase doesn’t meet your expectations, our straightforward process ensures a resolution handled with the same attention to detail as our jewelry.
Our Returns Promise
We offer a 15-day return window from the date you receive your order. To be eligible for a return or exchange, items must be 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
To ensure the highest standards of hygiene and due to their personal nature, the following items are considered final sale and cannot be returned or exchanged, unless they arrive damaged or defective:
- All Earrings: This includes Stud Earrings, Hoop Earrings, and Dangle Earrings from our collection.
- Personalized Items: Any jewelry that has been customized or engraved.
Please select these items thoughtfully.
The Returns & Exchanges Process
Follow these four steps to ensure your request is processed smoothly and efficiently.
Step 1: Initiate Your Request
Within 15 days of delivery, contact our customer service team at [email protected]. Please use the template below to ensure we have all necessary information.
Email Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear Twisted Pendant Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Item(s) for Return/Exchange: [e.g., Cuban Chain, Signet Ring]
Reason for Return/Exchange: [e.g., Size, Style]
Preferred Resolution: [Refund / Exchange for (Specific Product & Size)]
I confirm that the item(s) are in original, unworn condition with all packaging and tags.
My shipping address is:
[Your Full Name]
[Street Address]
[City, State/Province, Postal Code]
[Country]
Please provide the return authorization and instructions.
Sincerely,
[Your Full Name]
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 it 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 (e.g., wrong item shipped) or a defective item.
Step 4: Inspection & Processing
Once received at our Oklahoma City headquarters, our quality 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 and respectfully.
- 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 eligible item for a different size or product, please indicate your preference in your initial request. We will guide you through a simplified process. Exchanges are subject to product availability.
For Ring Exchanges: Please ensure you reference our sizing guide before requesting an exchange to find your perfect fit.
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.