Orders FAQs

If you did not pay for the order, then you can modify and reorder.

If you finish the payment for your order, you can cancel or modify it in 12 hours for any reason. If more than 12 hours, or you can connect us "support@totwoo.com”.

Sorry that we don't provide custom-made service at this time. The items are just same as our website displayed and same as the description on our website.

Please submit a help ticket from Contact customer service support@totwoo.com if you decide to cancel the order. Your order will be fully refunded if it is canceled within 12 hours of purchase.

For orders canceled after 12 hours of purchase but before shipment, a 15%-35% cancellation fee is applied. We will NOT accept order cancellation requests if the orders have already been shipped.

We have different warehouses located in different countries, China, United States, Europe, Australia, etc. Orders will shipped at your nearby warehouse.

We only use safe and reputable delivery companies like Amazon logistics, DHL, UPS, USPS, Postal Mail etc.

It depends on your location. And you can see the exact fees when choosing the shipping method. Any order over $50 can enjoy free standard shipping in our website now! 
Ship to different places or exchanges need to pay extra shipping fee.

For most of the countries, our customers do not need to pay for importing fee, duties or VAT (Valued Additional Tax). However for some European countries, our customers may need to pay the duties or VAT according to your countries' levying rules.

Only part of US orders support. We can only ship to those addresses by standard shipping (about 2 weeks for delivery). If you want to receive the items by expedited shipping(in 10 days), please provide a physical address

Once the order is placed, you will receive an email about the order information. You can also Log in to our website and track your order under 'My Account> Order history" on the top right side of our website. Once the order is shipped, you will receive a shipping email with the tracking number for your package.

Yes. 1. place an order with one pair of jewelry with one recipient's address.

2. you need to pay extra shipping fee for the other address, place shipping fee from Extra Shipping Fee with order note of the product details like color, size, style, etc( for example, rose gold moon), phone number and address for this recipient.

Please take a picture of the problem you met or screenshot and send it to support@totwoo.com so that we can handle the issue ASAP.