Frequently Asked Questions

Shipping and delivery time

What is the delivery time for my order?

The delivery time for a Twine pendant is usually 10 to 18 working days, depending on the chosen material:

For plastic there’s a delivery time of 10 to12 working days.
For silver and brass there’s a delivery time of 15 to 17 working days.
For 14 carat gold and white gold there’s a delivery time of 15 to 18 working days.
When you are a EU national, Twines in gold and white gold are provided with a hallmark before shipment by a registered Dutch office.

Working days are: Monday to Friday, excluding public holidays.

How will my order be shipped?

Precious metal:
If you have ordered a Twine in precious metals (gold, brass and silver), it will be sent by registered, insured mail. The package is delivered only if you sign for it.

Plastic:
You can choose between regular or registered mail service. A regular mail delivery is cheaper and you do not have tot stay at home, as your package fits through the mailbox.

Returns:

Can I return my Twine?

Twine Jewelry uses the general terms and conditions for merchants, determined by the Chamber of Commerce in the Netherlands. An important exception is article 6 on dissolution and return of products:

After making a webshop purchase, the customer normally has the right to return the item within 14 days and receive a refund. Twine Jewelry, however, makes personalized jewelry based on what the customer designs online. In this case the customer can not send the product back, unless:

The quality of the article isn’t good, such as when:
- The article is not manufactured in the chosen material.
- The article is damaged.

Please note that:
In case the customer has entered incorrectly written names or texts, the item can not be returned.
The end product can have a slight deviation of the displayed digital model, in terms of color and shape.

If there is any doubt, please contact us. We’ll definitely be able to help you.

Products and materials

In which materials can I order my Twine?

Twines are available in the following materials:

Gold (14 carat)
White Gold (14 carat)
Brass
Sterling Silver
Plastic

Why is there difference in price between Twines?

The price depends on the volume of your design and the quantity of precious metal that is needed for manufacturing. The largest differences occur in goldmodels.

Plastic Twines have a fixed price regardless of the length and volume.

How many characters can I enter?

You can enter up to nine characters. If you want to have a longer name, please contact us by using the contact form. Together, we can discuss the possibilities.

Is my Twine wrapped?

Your personal Twine will be wrapped in a stylish gift box when you are a EU national. Customer outside the EU will receive their Twine in a velvet pouch.

How do I know my Twine in precious metal is genuine?

Twines manufactured in brass do not get a hallmark mark.
Twines in silver, will get a hallmark, only after the customers written request.
When you are a EU national, Twines in 14 carat gold and white gold are provided with a hallmark before shipment at a registered Dutch office.

In case of an emergency shipment, we can omit the placing of a hallmark, on the customers request. Please notfiy us by mail as soon as you’ve finished your order.

What diameter does the suspension eye of the Twine have?

The precious metal Twines have a suspension eye of 3 mm in diameter.

Payments

Are prices including VAT?

Yes, all prices include VAT.

How can I pay?