Refund policy

Our returns & refunds promise:

We want you to absolutely love your jewellery, it’s made with care, attention to detail, and a whole lot of heart. But if something isn’t quite right, we’ll do our best to make it right for you.

If you change your mind:

We understand that sometimes a piece just doesn’t feel exactly like “you.”

If that happens, you’re welcome to send it back within 7 days of receiving it.

All we ask is that:

The jewellery is unworn, unused, and returned in its original packaging and you cover the courier cost of sending it back.

Once your piece arrives safely back with us, we’ll issue a refund or credit for the item itself (excluding the original courier fee).

If something isn’t right:

If your jewellery arrives damaged or not what you ordered — we’re so sorry!

Please reach out to us within 48 hours with a photo and your order details.

We’ll arrange collection or replacement at our cost and ensure it’s sorted quickly.

How to return your order:

1. Email us at info@twistandco.shop with your name, order number, and reason for the return.

2. We’ll share the return address and courier details.

3. Once we receive and check your jewellery, we’ll confirm your credit or refund within 5–7 working days.

Additional notes:

Refunds are made through the same payment method used at checkout.

Please wrap your item carefully for the journey back, we can’t be responsible for items lost or damaged in transit.

Unfortunately, we can’t accept returns on custom-made or engraved pieces, unless there’s a fault.

If you have any questions or need a hand with your return, we’re just an email or Whatsapp us on +27 82 728 7456 / +27 83 400 4444.