Our Commitment to Your Satisfaction
At Twojeys, we believe that your shopping experience should be as flawless as our jewelry designs. Just as we craft each accessory with precision and care, we’ve designed our returns and exchanges process to be straightforward and customer-focused. We want you to love every piece you purchase from our collection of statement necklaces, elegant rings, and fashion-forward accessories.
Return & Exchange Guidelines
Key Information:
- Return Window: 15 days from delivery date
- Condition: Items must be unworn, undamaged, and in original packaging with tags attached
- Return Shipping: Customer responsible for return shipping costs
- Refund Processing: 5-7 business days after we receive your return
Eligible Items
Most items from our collections can be returned or exchanged, including:
- Necklaces & Pendants
- Rings (must be in resalable condition)
- Earrings (excluding certain types – see below)
- Bracelets
- T-Shirts & Hoodies (unworn with tags attached)
- Headwear & Accessories
Non-Returnable Items
To ensure hygiene and quality standards, the following items cannot be returned or exchanged:
- Earrings for pierced ears (due to hygiene reasons)
- Items that show signs of wear, damage, or alteration
- Products without original packaging or tags
- Items purchased during final sale or clearance events
Return & Exchange Process
Step 1: Submit Your Request
Within 15 days of receiving your order, please email us at [email protected] with the following information:
Return/Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Twojeys Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
• Order Number: [Your order number]
• Order Date: [Date of order]
• Items to Return/Exchange: [List items with quantities]
• Reason for Return/Exchange: [Please specify reason]
• Preferred Resolution: [Refund/Exchange for specific item]
Please provide return instructions at your earliest convenience.
Thank you,
[Your Full Name]
Step 2: Receive Authorization & Instructions
Within 1-2 business days, we’ll email you a return authorization and detailed shipping instructions. Please do not send items back without this authorization.
Step 3: Package and Ship Your Return
Carefully package your items in the original packaging, include all tags, and ship to:
243 McKee Street
Manchester, US 06040
[Please include your return authorization number on the package]
Step 4: Processing & Resolution
Once we receive your return, we will:
- Inspect the items within 2-3 business days
- Process your refund or exchange
- Send you a confirmation email
Refund Information
Refund Timeline
- Processing Time: 2-3 business days after we receive and inspect your return
- Bank Processing: 3-5 business days for the refund to appear in your account
- Total Time: Typically 5-7 business days from when we receive your return
Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB)
- PayPal payments
Note: Shipping costs are non-refundable unless the return is due to our error.
Exchanges
We’re happy to exchange items for a different size, color, or style, subject to availability. If the item you want is not available, we’ll process a refund instead.
Exchange Process:
- Follow the same return process outlined above
- Clearly indicate you want an exchange and specify the preferred item
- We’ll ship your new item once we receive the return
- Price differences will be refunded or charged accordingly
Need Assistance?
Our customer service team is here to help you with any questions about returns or exchanges.
Email: [email protected]
Response Time: Within 24-48 hours during business days
We’re committed to ensuring your Twojeys experience reflects the quality and care we put into every piece of jewelry we create.
Thank you for choosing Twojeys – where your personal style journey matters to us.