Contact us - Handcrafted 18K Gold Jewelry

INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

SHIPPING & RETURN

📦 Shipping Policy

Free Shipping: Orders over USD$49 enjoy free standard shipping worldwide.
Standard Shipping Fee: Orders under USD$49 will be charged a flat fee of USD$7.9.
Express Shipping: DHL/UPS express available, USD$25–35 depending on destination.
Processing Time:
- Ready-to-ship items: 1–6 business days
- Customized/engraved items: 15–21 business days
Estimated Delivery:
- Standard shipping: 7–15 business days
- Express shipping: 3–7 business days

🔄 Return & Refund Policy

120 Days Quality Guarantee: If your jewelry has quality issues (e.g. breakage), contact us within 120 days for a free replacement. We cover the return shipping.
15 Days Free Change of Mind: If you don’t like the style/size, you can request a return or exchange within 15 days. Return shipping is the customer’s responsibility.
Non-Returnable Items: Customized, engraved pieces, and gift wrapping are final sale.
Refund Timeline: Refunds are processed within 3–7 business days after receiving the returned package. Banks usually take 5–10 business days to show the refund.
Return Condition: Merchandise must be in original condition. Damaged items may be refused.

📩 For returns, please send your Order Number and product photos (including external packaging) to:

Email: [email protected]
WhatsApp: +(86)17801419935

ORDER & PAYMENT

1️⃣ Order Changes & Cancellations

We are unable to make changes or cancel orders once they have been placed, as our team works quickly to fulfill and ship your jewelry.

If you notice an incorrect shipping address or urgently need to cancel, please contact us immediately at [email protected]. We will try our best to accommodate your request, but we cannot guarantee changes or cancellations.

2️⃣ Accepted Payment Methods

We accept:

Credit/Debit Cards: Visa, MasterCard, Discover, American Express
Digital Wallets: PayPal, Apple Pay, Shop Pay, Google Pay

3️⃣ Payment Security

Your payment is completely secure. TwistClois uses Shopify Payments and PayPal, both encrypted and PCI DSS Level 1 certified, the highest standard for online payment security.

All transactions are protected with industry-standard 256-bit SSL encryption, the same technology used by major banks, ensuring your personal and payment information is safe.

4️⃣ Payment Issues

If your payment does not go through:

Double-check that your billing and shipping information is correct.
Contact your bank or card provider to verify the transaction.
If the issue persists, email us at [email protected], and we will do our best to assist you.

JEWELRY CARE & SIZING

1. How should I care for my jewelry?

Keep your jewelry away from perfumes, lotions, hairspray or cosmetics – particularly for pearls, as this may affect the color or luster. This is also especially important for our gold-plated pieces which are more prone to oxidation and tarnishing.

Store your jewelry in your original TwistClois box (and keep it in a cool, dry spot) to maintain luster and prolong life. If you need to clean your jewelry, only use a non-abrasive cotton or microfiber cloth.

2. What’s my ring size?

Determine your ring size with these three easy steps.

MATERIALS

Scissors
A strip of paper long enough to fit around your finger
Writing tool
Ruler

PRO TIPS

Measure your ring size at the end of the day, when your finger is the largest, for the most accurate measurement.
Measure your ring size several times.

STEP 1

Cut a strip of paper (the thinner, the better).

STEP 2

Wrap the paper around your finger as tightly as possible and mark the point where the paper overlaps.

STEP 3

Measure the length of the paper strip in millimeters (mm) from tip to pen mark. Enter the exact number in our ring size calculator (do not round the number).

Then, You can find your size below:

Inside Diameter		Inside Circumference		Sizes
MM	Inches	MM	Inches	UK & AU	US & CA
9.91	0.390	31.13	1.22	-	0000
10.72	0.442	33.68	1.39	-	00
11.53	0.454	36.22	1.43	-	0
11.95	0.474	37.54	1.49	A	1/2
12.18	0.482	38.26	1.51	A 1/2	3/4
12.37	0.487	38.86	1.53	B	1
12.60	0.496	39.58	1.56	B 1/2	1 1/4
12.78	0.503	40.15	1.58	C	1 1/2
13.00	0.512	40.84	1.61	C 1/2	1 3/4
13.21	0.520	41.50	1.63	D	2
13.41	0.528	42.13	1.66	D 1/2	2 1/4
13.61	0.536	42.76	1.68	E	2 1/2
13.83	0.544	43.45	1.71	E 1/2	2 3/4
14.05	0.553	44.14	1.74	F	3
14.15	0.557	44.45	1.75	F 1/2	3 1/8
14.25	0.561	44.77	1.76	F 3/4	3 1/4
14.36	0.565	45.11	1.77	G	3 3/8
14.45	0.569	45.40	1.79	G 1/4	3 1/2
14.56	0.573	45.74	1.80	G 1/2	3 5/8
14.65	0.577	46.02	1.81	H	3 3/4
14.86	0.585	46.68	1.84	H 1/2	4
15.04	0.592	47.25	1.86	I	4 1/4
15.27	0.601	47.97	1.89	I 1/2	4 1/2
15.40	0.606	48.38	1.90	J	4 5/8
15.53	0.611	48.79	1.92	J 1/4	4 3/4
15.70	0.618	49.32	1.94	J 1/2	5
15.80	0.622	49.64	1.95	K	5 1/8
15.90	0.626	49.95	1.97	K 1/4	5 1/4
16.00	0.630	50.27	1.98	K 1/2	5 3/8
16.10	0.634	50.58	1.99	L	5 1/2
16.30	0.642	51.21	2.02	L 1/4	5 3/4
16.41	0.646	51.55	2.03	L 1/2	5 7/8
16.51	0.650	51.87	2.04	M	6
16.71	0.658	52.50	2.07	M 1/2	6 1/4
16.92	0.666	53.16	2.09	N	6 1/2
17.13	0.674	53.82	2.12	N 1/2	6 3/4
17.35	0.683	54.51	2.15	O	7
17.45	0.687	54.82	2.16	O 1/2	7 1/4
17.75	0.699	55.76	2.20	P	7 1/2
17.97	0.707	56.45	2.22	P 1/2	7 3/4
18.19	0.716	57.15	2.25	Q	8
18.35	0.722	57.65	2.27	Q 1/2	8 1/4
18.53	0.729	58.21	2.29	Q 3/4	8 1/2
18.61	0.733	58.47	2.30	R	8 5/8
18.69	0.736	58.72	2.31	R 1/4	8 3/4
18.80	0.740	59.06	2.32	R 1/2	8 7/8
18.89	0.748	59.34	2.35	R 3/4	9
19.10	0.752	60.00	2.36	S	9 1/8
19.22	0.757	60.38	2.38	S 1/4	9 1/4
19.31	0.760	60.66	2.39	S 1/2	9 3/8
19.41	0.764	60.98	2.40	S 3/4	9 1/2
19.51	0.768	61.29	2.41	T	9 5/8
19.62	0.772	61.64	2.43	T 1/4	9 3/4
19.84	0.781	62.33	2.45	T 1/2	10
20.02	0.788	62.89	2.48	U	10 1/4
20.20	0.797	63.46	2.50	U 1/2	10 1/2
20.32	0.800	63.84	2.51	V	10 5/8
20.44	0.805	64.21	2.53	V 1/4	10 3/4
20.68	0.814	64.97	2.56	V 1/2	11
20.76	0.817	65.22	2.57	W	11 1/8
20.85	0.821	65.50	2.58	W 1/4	11 1/4
20.94	0.824	65.78	2.59	W 1/2	11 3/8
21.08	0.830	66.22	2.61	W 3/4	11 1/2
21.18	0.834	66.54	2.62	X	11 5/8
21.24	0.836	66.73	2.63	X 1/4	11 3/4
21.30	0.839	66.92	2.64	X 1/2	11 7/8
21.49	0.846	67.51	2.66	Y	12
21.69	0.854	68.14	2.68	Y 1/2	12 1/4
21.89	0.862	68.77	2.71	Z	12 1/2
22.10	0.870	69.43	2.73	Z +1/2	12 3/4
22.33	0.879	70.15	2.76	Z+1	13
22.60	0.890	71.00	2.80	Z+1.5	13 1/2
22.69	0.893	71.28	2.81	Z+2	-
22.92	0.902	72.00	2.83	Z+2.5	-
23.06	0.908	72.45	2.85	Z+3	-
23.24	0.915	73.01	2.87	Z+3.5	-
23.47	0.924	73.73	2.90	Z+4	-
23.55	0.927	73.98	2.91	Z+4.5	-
23.87	0.940	74.99	2.95	Z+5	-
24.27	0.956	76.25	3.00	Z+6	-

CUSTOMIZING & ENGRAVING

1️⃣ Engraving Time

For orders with engraving, please allow up to 7 business days for processing. This ensures each piece is carefully crafted to your specifications.

2️⃣ Customization Time

For fully customized items, please allow 15–21 business days for processing. This time ensures we deliver the highest quality craftsmanship tailored to your request.

3️⃣ Returns for Customized or Engraved Items

Customized and engraved items are final sale and cannot be returned or exchanged. Please double-check your customization details before placing your order.

GIFT CARDS & DISCOUNT CODE

1️⃣ Do you offer gift cards?

Yes! You can select and prepay your preferred amount, and the recipient can redeem it for merchandise up to the prepaid value at twistgem.com. Electronic gift cards can be purchased directly here.

2️⃣ How do I use my gift card or discount code?

If you’re having trouble finding where to enter your code, don’t worry—you’re not alone!

Both Gift Cards and Discount Codes are entered at checkout.
If you have both a gift card and a discount code, enter and apply them one at a time.

3️⃣ What if I forgot to enter my discount code?

Unfortunately, discount codes cannot be applied to orders that have already been placed. Please double-check your code before completing your purchase.