FAQs

Frequently Asked Questions (FAQs)

1. Do you offer custom or personalized jewelry?

Yes! Many of our pieces are made to order, and we also offer personalized jewelry such as:

  • Name jewelry
  • Bridesmaid gifts
  • Custom quantities
  • Selected custom bridal pieces

Please carefully review all customization details before placing your order.

As custom and personalized items are created specifically for you, they cannot be canceled, returned, or exchanged once production has begun unless the item arrives defective or incorrect.

2. Can I return or exchange an item?

Due to the nature of our products and hygiene reasons, we do not accept returns or exchanges for:

  • Change of mind
  • Incorrect product selection
  • Earrings
  • Hair accessories
  • Bridal accessories
  • Custom or personalized items
  • Sale items
  • Used or worn items

All sales are considered final unless the item arrives defective or incorrect.

If there is an issue with your order, please contact us within 24 hours of delivery at twixtdesigns@gmail.com with clear photos of the item and packaging.

3. What should I do if my item arrives damaged or incorrect?

Please email us at twixtdesigns@gmail.com within 24 hours of receiving your order.

Include:

  • Your order number
  • Clear photos of the item in natural lighting
  • Photos of the packaging if applicable

Once reviewed, we will guide you through the next steps. Approved claims may qualify for a replacement, repair, store credit, or refund at our discretion.

4. How long does delivery take?

Sri Lanka Delivery

Estimated delivery within 1–3 business days after dispatch.

International Shipping

Estimated delivery within 10–12 business days after dispatch for standard international shipping.

Please note:

  • Delivery times are estimates only and are not guaranteed.
  • International shipments may experience delays due to customs processing, airline schedules, weather conditions, holidays, or courier disruptions beyond our control.

5. Do you ship internationally?

Yes — we ship worldwide from Sri Lanka using tracked courier services.

International shipping rates are calculated at checkout based on your location and order size.

We may occasionally offer free international shipping promotions on selected orders or during promotional periods.

6. Need an order urgently?

Need your order by a specific date?

Please contact us at twixtdesigns@gmail.com before placing your order, and we will advise you on available shipping options and estimated delivery timelines.

While we will always do our best to help, delivery dates cannot be guaranteed once a parcel has been handed over to the courier.

7. Will I have to pay customs duties or import taxes?

Possibly.

International customers may be required to pay customs duties, import taxes, VAT, or other fees charged by their country. These charges are the responsibility of the customer and are not included in our product or shipping prices.

If you are ordering from the USA and have questions regarding taxes or import fees, please contact us at twixtdesigns@gmail.com before placing your order.

8. How can I track my order?

Once your order has been shipped, you will receive:

  • A shipping confirmation email
  • Your tracking number
  • Courier tracking details

Please ensure your email address and phone number are entered correctly at checkout to avoid delays.

9. Can I cancel or change my order?

If you need to make changes to your order, please contact us as soon as possible.

However:

  • We cannot guarantee cancellations or modifications once production has started
  • Custom or personalized orders usually cannot be changed after confirmation
  • Orders that have already shipped cannot be canceled

10. What payment methods do you accept?

We accept secure online payments through trusted payment providers, including:

  • Credit cards
  • Debit cards
  • Bank Transfer
  • Selected local payment methods where available

All payments are securely encrypted for your protection.

11. How should I care for my jewelry?

To help preserve your jewelry:

  • Avoid contact with perfume, lotions, sweat, saltwater, and moisture
  • Remove jewelry before swimming, showering, or exercising
  • Store pieces in a dry place when not in use
  • Wipe gently with a soft cloth after wear

Please note:

  • All plated jewelry may naturally tarnish over time depending on wear and care
  • Sterling silver pieces can usually be polished to restore shine
  • Pearls and natural stones require gentle handling

12. Are your pieces waterproof or tarnish-proof?

Our jewelry is designed for occasional and everyday wear, and many pieces are made using high-quality plated materials such as gold-plated stainless steel and brass.

However, no plated jewelry is completely tarnish-proof forever. Proper care will help extend the lifespan and beauty of your jewelry.

13. Where is Twixt Designs based?

Twixt Designs is based in Sri Lanka and ships both locally and internationally.

Our pieces are thoughtfully curated and designed for weddings, gifting, special occasions, and meaningful everyday moments.