FAQs

 Frequently Asked Questions (FAQs)

1. Do you offer custom or personalized jewelry?

Yes! Most of our jewelry is custom-made to order. We also create personalized pieces like name jewelry, bridesmaid gifts, or custom quantities. Please double-check your details before placing a custom order, as these items are non-refundable unless defective.

2. Can I return or exchange an item?

We only accept returns for defective items.

  • Local orders: Contact us within 3 working days of delivery.

  • International orders: Contact us within 14 working days.
    Items must be unused, in original packaging, and returned within the specified timeframe after approval.
    Custom jewelry, intimate items (like earrings), or used items cannot be returned.

3. How long does delivery take?

  • Local delivery (within Sri Lanka): 1–3 business days.

  • International shipping: 10–12 business days (standard).
    Shipping times are estimates and may vary due to customs or unexpected delays.

4. Do you ship internationally?

Yes! We ship worldwide from Sri Lanka. Standard international shipping is free for orders over US$150.

5. Will I have to pay customs duties or taxes?

Possibly. Customs fees, import taxes, or other charges are the responsibility of the customer and are not included in our prices.

6. How can I track my order?

Once your order is shipped, you’ll receive a tracking number by email. Please ensure you’ve provided a valid email and phone number at checkout.

7. What should I do if my item arrives damaged?

Please email us at twixtdesigns@gmail.com within 3 days of receiving your order. Include a photo of the damage taken in natural light. We will assess and guide you through the return process if applicable.

8. How should I care for my jewelry?

  • Avoid perfume, water, and salt spray.

  • Wipe clean after use to minimize tarnishing.
    Note: All plated jewelry, including Sterling Silver, may tarnish over time, but Sterling Silver can be polished.

9. What payment methods do you accept?

We accept major credit/debit cards and online payments through secure platforms like Stripe and PayPal. All payments are encrypted for your protection.

10. Can I cancel or change my order?

If you need to cancel or change an order, contact us immediately. We cannot guarantee modifications once production or shipping has begun—especially for custom items

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