RETURNS & EXCHANGES

Your package arrives!
You can't wait to open the box!
You feel the excitement build as you unbox your new jewelry!
But, then...

Maybe the color isn't what you anticipated.
Or, it doesn't fit quite right.
We've all been there.

If something didn't quite meet your expectations please let me know. I’m always happy to address your concerns after you receive your order or answer questions before placing an order to avoid any surprises. Unless the surprise is an awesome gift given to you by someone who loves you! In that case, the secret and surprise are safe with me!

Here you should find answers to your questions. These policies may seem strict, but they are here to protect you as well as my business!

Why is the piece that I received a different color than what I saw on the web site?

I strive to represent my jewelry as accurately as possible in the images. I use only natural light when photographing images. Colors are not altered or enhanced in a photo editing program. However, colors may appear different in real life due to differences in computer monitor color calibrations and your own lighting. If you are looking for a specific color or are unsure if what you see is exactly right for you please contact me and we can discuss the color before you make your purchase.

Why is the piece that I received slightly different than what I saw on the web site?

If the item purchased was a one-of-a-kind piece then you received exactly what you saw on the web site. There is no difference and I don’t bait and switch.

Made-to-Order items will  vary slightly from product images on the web site because each item is hand fabricated after  you place your order. The photographs represent the item, but do not depict the actual item you will receive. I try to match it as closely as possible, but due to the handmade nature and variations in natural materials there will be a slight difference in overall shape, color, gemstones, textures, finishing, and patinas.

How do I return or exchange an item?

All returns and exchanges must be in the same original condition (unworn, unaltered, undamaged) in which I shipped it. Please contact me before returning an item and I'll provide you with specific instructions and a return shipping address. All shipping costs for returns and/or exchanges are your responsibility.

What’s the return or exchange date window?

You must contact Twilight Luxe within 5 business days of receiving your order to be eligible for a return or exchange. All returns must be approved prior to returning.

Can I return a piece I had custom made for me?

Unfortunately, no. Due to the personal nature, custom and/or personalized jewelry are not eligible for a return, refund, or exchange. Please contact me so we can discuss your concerns.

How do I package an item for return?
Your item must be returned in the same original condition (unworn, unaltered, undamaged) as I shipped it. Please package the item carefully and insure the shipment for your own protection. All returns must be shipped to my secure mailbox facility. Returned items that are damaged, lost, or missing in transit are your responsibility and are not eligible for a refund or exchange. You must include your name and order number or print the order email and include it in the box with your return. This will help ensure your refund or exchange gets processed correctly and in a timely manner. Returns without a note or order print out cannot be processed. Return shipping costs for a refund or exchange are your responsibility unless I shipped you an incorrect item and it was my mistake.
What if my return goes missing in transit?
Most packages ship without incident, however, lost, stolen, and missing packages are, unfortunately, becoming more common. Packages lost, stolen, or missing before or after the tracking process begins or completes are your responsibility. Please take care to ensure that your return is packaged, labeled, and shipped correctly. Packages should not be left out for pickup by the carrier on a doorstep, porch, on/in an unsecured mailbox, or in any other unsecured public area. Take them directly to the shipping facility and drop them off in person.
When do I receive my refund?

If your item is returned and received in satisfactory condition, the refund process will begin immediately. Refunds are processed Monday–Friday and can take anywhere between 3–5 business days after receiving the item to process and complete the refund. You will be credited for the price of the item minus any shipping costs to your original payment method. Returns are only eligible if refunded to the original payment method.

The return processing date has passed and I still don’t have my refund. What gives?

Your refund was processed using your original payment method. Check the appropriate bank account, credit card, or PayPal account which you used to make the purchase. After your refund is processed it may take several days before the funds or credit shows up in your account. If, after investigating all those possibilities, you still don’t see your refund please contact me and I'll look into for you.