FAQ
FREQUENTLY ASKED QUESTIONS
1. How much is shipping?
Free worldwide shipping on orders over $49. Otherwise, it's just $7.90. Need it faster? Express shipping (DHL/UPS) starts at $25.
2. How soon do you ship?
Ready-to-ship items: We ship in 1-6 business days.
Custom/Engraved items: Take 15-21 business days to make.
3. How long for delivery?
Standard Shipping: 7-15 business days.
Express Shipping: 3-7 business days.
4. What's your return policy?
120-Day Guarantee: We'll replace it for free if it breaks.
15-Day Returns: Don't like it? You can return or exchange it within 15 days. You pay return shipping.
Sorry, no returns on custom or engraved items.
5. Is checkout secure?
Yes, completely! We use trusted payment systems like Shopify and PayPal. Your information is always safe and encrypted.
6. What's my ring size?
Wrap a strip of paper around your finger to find the circumference (in mm). Use our size chart on the product page to find your fit. Pro Tip: Measure your finger at the end of the day.
7. Do you do custom engraving?
Yes! Engraving adds about 7 days to processing. Full custom items take 15-21 days. Please note: All custom orders are final and cannot be returned.
8. How do I use a discount code?
Enter it at checkout. You can only use one discount code per order, but you can use it with a gift card.
9. How do I care for my jewelry?
→Enamel & Gold Pieces: Gently wipe with a soft, dry cloth after wear. Avoid chemicals (perfume, lotions, chlorine), heat, and hard knocks to protect the enamel and shine.
→ Pearls: Wipe with a dry cloth. Keep away from all chemicals and cosmetics, as they can damage the nacre and luster.
Store all pieces separately in a dry place.
Need more help?
Email us: [email protected]
Message us on WhatsApp: +(86)17801419935
📦 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
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.
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 size?
Determine your ring size with these three easy steps.
Ring size
Finding the correct ring size is a significant step, especially when the ring is a gift for a loved one or for a special occasion. If you have found your ring, let us help you choose the perfect ring size. Here are a few tips to make the purchase of rings a pleasure.
RING SIZE CHART
When buying rings online, choose your ring size from a chart. The experience can be cumbersome, especially if your purchase is significant, such as an engagement ring or couple rings to surprise your loved one. Online ring size guides vary around the world. SJJ ring sizes are based on the inner circumference of the ring and range from 48 (diameter: 15.3 mm) to 60 (diameter: 19.1 mm). You can easily identify the corresponding UK or US size from the chart.
SJJ tip: If you are between two sizes, choose the larger size.
Necklace length
A necklace can be the focal point, especially when you want to send a strong signal. We have a splendid selection of chains in various lengths and thicknesses, perfect for styling your everyday look or adding glamour to your festive evenings.
UNDERSTANDING CHAIN LENGTHS
When making online purchases, choosing the best length for a necklace and how it will sit when worn is a fundamental concern. Everyone has unique body proportions, and the shape of your face, neck, and the length of your upper body all come into play. A necklace of the right size and length can accentuate your neckline, add something extra to your outfit, and highlight your best features.
In general, a short 45-48 cm necklace will rest just below your collarbone; medium-length necklaces, or longer 70 cm necklaces, will fall between or below your neckline, and 90 cm chains will reach mid-chest or lower.
NECKLACE CHAIN LENGTH GUIDE
Sif Jakobs Jewellery necklaces are adjustable and are available in various lengths, ranging from 30 cm to 60 cm. When measuring the necklace, it's important to measure the entire circumference. To measure yourself, look in the mirror and place a tape or string around your neck. Bring the ends together where you feel the length will be suitable for you. Mark the point and measure the length of the tape/string.
To make it easier for you to find the right length, we have created an illustration showing how long a necklace of a specific length will be. Please note that the length may vary depending on your size and shape.
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.
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.
4️⃣ Can I use more than one discount code at checkout?
Only one discount code per order is allowed.
You can save additional codes for future orders.
You can use a gift card and a discount code together in a single order
