FAQ

Check our frequently asked questions for answers.

ORDERS

I submitted an order and I need to make a change, how do modify my order?

We make an effort to process orders quickly but we’ll do our best to accommodate any change request. Please send us an email at care@papertwins.com Orders that have already been sent out cannot be modified.

How do I cancel an order? You can cancel your order by sending us an email at care@papertwins.com subject line “Order Cancel Request”. As orders are fulfilled and shipped orders quickly, we may not be able to accommodate your request. Orders that have already been sent out cannot be canceled or modified.

How do I check my order status?
As soon as your order has shipped we will send you an email confirmation. You can check order status at any time by clicking the “View Order Status" in your email or by clicking here.

ORDERS
I submitted an order and I need to make a change, how do modify my order?

We make an effort to process orders quickly but we’ll do our best to accommodate any change request. Please send us an email at care@papertwins.com Orders that have already been sent out cannot be modified. How do I cancel an order? You can cancel your order by sending us an email at care@papertwins.com subject line “Order Cancel Request”. As orders are fulfilled and shipped orders quickly, we may not be able to accommodate your request. Orders that have already been sent out cannot be canceled or modified.

How do I check my order status?

As soon as your order has shipped we will send you an email confirmation. You can check order status at any time by clicking the “View Order Status" in your email or by clicking here.

RETURNS AND EXCHANGES
How do I return my order?

Feel free to email us at care@papertwins.com or use our Return Portal to process your return.

What is your return policy?

Merchandise may be exchanged or returned for a full refund within fourteen (14) days of the original purchase date when accompanied by the original sales receipt. Merchandise may be exchanged or eligible for store credit within thirty (30) days of the original purchase date when accompanied by the original sale receipt. Once a return authorization has been approved, merchandise must be returned within seven (7) days. All merchandise must be in perfect salable condition and must be unworn and not tampered with and must include all packaging, including care leaflets, product certificates, and invoices. Due to sanitary concerns, all earrings that are worn are final sale. Engraved or bespoke items are not eligible for exchange or returns. All eligible refunds are made in the original currency and form of payment.

DELIVERY
I need to change the shipping address. How do I do that?

We process orders quickly but we’ll do our best to accommodate any change request. Please send an email at care@papertwins.com Orders that have already been sent out cannot be canceled or modified.

How long will it take to receive my order?

If you place your PAPERTWINS order before 11am PST (Mon - Fri) it should go out for delivery that day. It typically takes three to five business days to receive your order. Express Shipping takes two business days. A business day is Monday - Friday, 9am - 5pm PST. Overnight Shipping will arrive the next day if you order before noon Monday - Friday.

Do you ship internationally?

Yes, we do. Please contact the Customer Care in order to assist you with your international requests. For international destinations, we are unable to predict shipping times because of customs. It takes about 3-5 business days to get to the border and then normally about a week to get international destination If you are ordering internationally it is best to order several weeks in advance the date in which you require your PAPERTWINS order.

Where is my tracking information?

Your tracking information is sent to you via email with your confirmation email. You can also track your order here.

PAYMENT
What payment methods are available on Papertwins.com?

We accept most major credit cards and debit cards. Express payment via Paypal and Amazon Pay is available.

How do I use a gift card for my purchase - At checkout?

At check-out, select Gift Card as the method of payment. Enter the gift card number and click Redeem. Should there be a remaining balance that you are required pay to after the Gift Card has been applied, then use an additional method of payment to complete your order.

Can more than one gift card be used towards a purchase?

Yes. You can redeem another gift card during checkout.

Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

How do I find out the balance of my gift card?

If a gift card is associated with your account, then you can check the balance using the link provided in the gift card email. For users without accounts, please contact Customer Care at care@papertwins.com and we will provide you with your balance.

Can gift cards be reloaded?

No, you can't reload a gift card.

GIFTING
How will my order be wrapped?

PAPERTWINS jewelry purchases are delivered with our signature keepsake box and a pyramid gift bag containing black grosgrain ribbon.

Can I include a personalized gift message with my purchase?

During checkout, you may request a card with a personalized message and invoice without pricing.

AVAILABILITY
Can I pre-order an item?

Yes, if the item is available for pre-order. There will be a button to select as "pre-order" to add to your cart as if you were placing a normal order. Complete the checkout process and pay for the items in your cart. You will receive an order confirmation email with your order. You will then receive a pre-order email with all the details including how long your pre-order will take to arrive. Once your pre-order item is ready we will dispatch your full order and you will receive a shipping confirmation email with your tracking details.

I like a particular piece but I would like a different finish, can you accommodate me?

Please contact Customer Care by sending us an email at care@papertwins.com with your request and will attempt to accommodate your request.

I would like to order an item that is sold out. How can I be notified when it is back in stock?

Please contact Customer Care by sending us an email at care@papertwins.com with your request and we will keep you updated regarding the item availability.

SIZING
Which size should I buy for my little one?

All PAPERTWINS jewelry is thoughtfully sized for children 6 - 15 years of age. Please consult our Size Guide to ensure the best fit.

I need a custom size, can you accommodate me?

Please contact Customer Care for questions or to request any custom sizes.

CARE & REPAIR
How do I care for my PAPERTWINS pieces?

Please consult our Care Guide on the best way to care and maintain your PAPERTWINS pieces.

How do I repair a PAPERTWINS piece?

Please contact Customer Care for questions or any repair requests.

Are your diamonds ethically sourced?

Our suppliers and PAPERTWINS respect The Kimberley Process, are dedicated to following procedures in a manner to ensure that diamonds are sourced ethically and responsibly. To learn more about The Kimberley Process click here.

Are PAPERTWINS pieces safe for children?

Yes, however, with all jewelry with small pieces the use of PAPERTWINS should be supervised by an adult.

Are PAPERTWINS pieces compliant with California Health and Safety Code 25214.2?

Our jewelry is made of fine 14K gold and does not contain more than 300 ppm by weight. Our materials are regularly tested by certified laboratories to ensure safety and compliance with California's Health and Safety Code 25214. Please click here for more information.

Do I need to use secure backings for my child's earrings?

While it is not required you certainly may use them. Our preferred choice is to use LOX which is available here. There are benefits and drawbacks to using secure backings please evaluate your choice wisely deciding to use them.

BESPOKE
Can I order a bespoke or custom piece?

Please contact Customer Care for questions or any bespoke requests.

NEWSLETTER
Is it possible to receive periodic email about PAPERTWINS?

Yes, please subscribe to our newsletter by providing your email address on any of our site pages.

Can I cancel my PAPERTWINS newsletter subscription?

Yes, you cancel at any time, simply click "unsubscribe" located at the bottom of any of our newsletters and you will be promptly removed from our list.

SECURITY
What cookies do you use?

We use a variety of cookies to enhance your customer experience and to process your payments. Please visit our Privacy Policy for more information.

How can I manage my cookie preferences?

You may manage your cookie preferences through the settings of your browser. Please refer to your preferred browser’s documentation in order to do so.

Is the PAPERTWINS site secure?

Yes our site uses the Shopify ecommerce platform to manage our SSL certificate and process payment for your purchases.

What about my child's information?

PAPERTWINS takes special care to protect the privacy needs of children under the age of 13 and encourages parents to be an active participant in their child's online activities and interests. We abide by the Children's Online Privacy Protection Act (COPPA) requirements. Our Site: www.papertwins.com does not target children and will not knowingly collect data from them. If we discover personal data from a child through an adult-oriented site, we will eliminate that data.