Frequently Asked Questions

Shipping

What are your shipping rates?

Holiday shipping deadlines:
December 18: Last day for Express Shipping
December 19: Last day for 2nd Day Air
December 20: Last day for Overnight Air
Please note that we cannot guarantee delivery times as UPS / USPS may experience unforeseen delays. 

  • 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
  • Overnight:
    • All orders: $35
    • Orders $1000+ will be shipped with a signature required
  • Alaska & Hawaii:
      • 2nd day air only: $35
  • International:
    • Priority Mail International: $50

All orders over $1000 sent via Overnight Air will require a signature.

 

Is curbside pickup available?

Curbside Pickup is available during open hours. 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.

How quickly do orders ship? Are items ever out of stock?

In most cases, we will process your order within 48 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. Please allow extra time for international orders to ship. Please note that we cannot guarantee delivery times as UPS / USPS may experience unforeseen delays. 

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. All orders over $1000 sent via Overnight Air will be shipped with a signature required. We offer the following shipping options:

Standard ground (5-7 business days)
Express shipping (USPS Priority Mail: approximately 2-4 business days for most locations)
2-Day Air Shipping
Overnight Shipping (orders $1000+ will be sent signature required)

Please note that we cannot guarantee delivery times as UPS / USPS may experience unforeseen delays. 

Customer Service

Can you help me select something?

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.

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

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.

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.

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.

Holiday return policy: items purchased online between November 29, 2024 and December 24, 2024 may be returned through December 31, 2024.

How do I return an item purchased from your online store?

  • 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.
  • 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.
  • 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.

 

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 occasionally offer discounts and sales. Discounts cannot be applied to previous purchases made before the discount was offered. Discounts apply to in-stock items only and cannot be used for special orders. Items purchased at a discount may be returned for a full refund. While our usual 10 day return policy applies to all discounted items, we would much appreciate it if you notify us as soon as possible that you’d like a return. Thank you for understanding!

Is there sales tax?

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