Ordering Processing, Delivery and Shipping Rates

Orders received before 12:00 pm PST will be are generally processed and ready to ship by the 3rd business day excluding major holidays, for in-stock items. If you need to expedite an order please call the store directly during regular business hours.

• Standard Shipping: $9.95 flat shipping for 7-10 days in the Contiguous U.S. with a subtotal under $250
• Express Shipping: $19.95 flat shipping for 2-day in the Contiguous U.S.
• Overnight Shipping: $39.95 flat shipping rate in the Contiguous U.S.
• We are not able to ship to P.O. Boxes or APO/FPO addresses.
• Currently we do not ship outside of the United States.

Twila True Fine Jewelry & Watches is not responsible for lost or stolen packages. All shipments are sent “signature required” and will require a signature at the delivery address. If you believe your package may have been lost or stolen, please contact our customer care team so we can assist you.

Return Policy

In Store Purchases

Jewelry may not be returned. It may only be exchanged within fourteen (14) days of the original purchase date when accompanied by the original sales receipt. All jewelry returned for exchange must be in perfect saleable condition. The Customer must return the complete product, including the packaging, instruction leaflet (with applicable warranty certificates), product certificates (such as GIA or EGL, where applicable) and the invoice.  Exchanges must be for an item of the same or greater value; exchanges for items of a lesser price will not receive refunds or store credits.

ALL SALES ARE FINAL ON WATCHES, SPECIAL ORDER, HANDBAGS and TRUNK SHOW ITEMS.

Online Purchases

Jewelry may not be returned. It may only be exchanged within fourteen (14) days of the original purchase date when accompanied by the original sales receipt. All jewelry returned for exchange must be in perfect saleable condition. Customer must return the complete product, including the packaging, instruction leaflet (with applicable warranty certificates), product certificates (such as GIA or EGL, where applicable) and the invoice. Exchanges must be for an item of the same or greater value; exchanges for items of a lesser price will not receive refunds or store credits. Shipping costs are non-refundable.

ALL SALES ARE FINAL ON WATCHES, SPECIAL ORDER, HANDBAGS and TRUNK SHOW ITEMS.

Once your exchange is received and inspected, we will send you an email to notify you that we have received your exchanged item. We will also notify you of the approval or rejection of your exchange.

If approved, your exchange and shipping charges processed, and the new item will be shipped to you.

To exchange your product, email info@twilatrue.com for preauthorization and an RMA number. Be sure to include the original order number, item number, reason for exchange and the replacement item. Orders received without preauthorization will not be exchanged or returned.

You will be responsible for paying the shipping costs for exchanging your item. The cost of exchange shipping will be charged to your credit card.

You may also exchange your item at any of our retail stores in the U.S. subject to the above provisions. If you have any questions, please contact Customer Care at info@twilatrue.com.