About TwoBirch
Q: How long has TwoBirch been in
business?
A: Our family-owned company has been in the jewelry
business for over 20 years and we have been selling jewelry online for the
past 8 years. During these years we have developed a loyal customer base by
providing quality products and excellent customer care. We are a Certified Google Trusted Store
and three-time winners of the Wedding Wire Couple's Choice Award.
Q: How are your prices so low?
A: We keep prices low for our customers by buying
materials in bulk and running on little overhead. All our items are made to
order and manufactured in-house.
Q: Are online transactions on your
site secure?
A: Yes. We are PCI compliant (Payment Card Industry Data
Security Standard) to ensure the security of credit card information and we
use SSL encryption cross-site to prevent your information from being
intercepted and read over the internet. We do not store our customer's
credit card details nor do we share any personal data with third-party
advertisers.
Q: How do you use my contact
information?
A: We will only use your personal information for
shipping or contacting you. We do not share your personal information with
any third-party advertisers.
Q: Is there any assurance that
these are real diamonds?
A: We have a Certified GIA Gemologist on staff daily to
ensure that our process is authentic and that our diamonds are natural and
meet quality standards. While we do offer lab-grown and moissanite
diamonds, our real diamonds are never treated or enhanced.
Q: Do you offer insurance?
A: No, we do not offer insurance at this time for our
items, but we do recommend Jewelers Mutual Insurance for your jewelry
insurance needs.
Q: Do you offer appraisals for
insurance?
A: Yes, we offer appraisals for any of our items. Please
contact us for more information.
Q: Do you offer repair services?
A: Yes, we offer repair services on our own items.
Please contact us for more information.
Q: Do you have a warranty on
your items?
A: Yes, we offer a free 1-year limited warranty on all
of our items. We also offer a 3-year extended warranty for additional
payment. The free warranty covers stone replacement up to 1/4 carat. Return
shipping is not included. Please contact us for more information.
Q: What does your three-year
warranty cover?
A: For an additional $60 our 3-year extended warranty
covers the following services related to the normal wear and tear of your
item:
- Inspection, cleaning and refurbish twice throughout the warranty
- Ring Guard connector bar repairs
- Adjustments of ring enhancers to fit your ring
- Sizing (including eternity rings)
- Replacement of missing stones (up to 1/4 carat)
- Replacement of broken or worn prongs
- Repair or remaking of worn channels
- Clasp repair or replacement
- Chain repair or replacement
- Earring back and post repair or replacement
What is not included:
- Jewelry that is damaged due to excessive wear or abuse will not be
covered by this plan.
- Jewelry repairs performed by any other jeweler will void this
warranty.
- This plan does not cover theft, loss, abuse or accidental damage
or loss of stones over 1/4 carat twt .
- Return shipping is not covered by this plan.
Q: Are you able to customize your
jewelry?
A: Yes, all our items can be customized with an endless
combination of metals and stones. We are also able to customize our ring
enhancers to perfectly fit your engagement ring. Please contact us for more
information.
Q: What is the cost of
customization?
A: Customization fees range from $10 to $50. However,
most of our customizations are free of charge. If you send us photos for
customization and a fee is incurred, we will contact you to confirm that
you wish to move forward with production.
Q: Can I have a ring sized?
A: Yes, if your ring is made of gold, platinum or
palladium, with a diamond combination, we are able to size them. We are not
able to size silver rings because the heat could damage the quality of the
CZ. Please note, if you have your TwoBirch ring sized by a jeweler it is no
longer eligible for refund or exchange.
Q: How do I find out my ring size?
A: We recommend visiting your local jeweler to have your finger sized. You
can also consult with our ring chart.
To purchase your own finger sizer visit our
finger sizer page.
Product Information
Q: What diamond quality do you
offer?
A: We offer a large variety of ethically sourced and
conflict-free diamonds. We abide by the Kimberley Process to ensure that
all our diamonds are sourced responsibly, ethically and do not come from
any conflict related regions. When considering diamond quality, consider
the 4C’s: carat, cut, color, and clarity.
- Carat: The weight of the diamond, which translates into its
size. Because each diamond has its own unique cut, two diamonds can have
the same exact carat weight but not have the same measurements. You can
have a ¼ carat diamond that measures 4 millimeters, and a ¼ carat diamond
that is 4.2 millimeters.
- Cut: The shape of the stone and how it is cut. We believe
that cut is the most important factor to consider when purchasing a
diamond. We only use very good and ideal cut diamonds in our rings to
preserve the beauty of our designs.
- Color: The whiteness of the diamond, or the lack of color.
We currently only offer G-H color, which are considered near colorless.
This means that even side-by-side against diamonds of better grades, the
color is very difficult to detect. It makes this a great value since the
premium for colorless diamonds is avoided, while getting very similar
quality. For other diamond colors not listed, please email
support@twobirch.com for a free quote.
- Clarity: The number and size of the small imperfections
found in a diamond. Most of the inclusions in our diamonds are tiny and do
not affect the beauty of the diamonds.
Q: What do our diamond clarity
grades mean?
- Good: I2 to I3 means that some inclusions could be visible
to the naked eye. This is less important in accent diamonds because in
smaller stones the inclusions are not as visible.
- Better: I1 to I2 means that inclusions are visible under
10x magnification but only some inclusions may be visible to the naked
eye. Less expensive than the SI2 grade, but will have slightly more
inclusions.
- Best: SI2 to I1 means that inclusions are visible under 10x
magnification but they may not be visible to the naked eye. This is an
excellent value diamond.
We also offer diamond qualities that are not listed on
the site. For a free quote, email support@twobirch.com for information on
other diamond qualities and colored stones.
Q: What is the difference between
Forever Brilliant Moissanite & Classic Moissanite?
A: While they share the same chemical properties
(determining hardness and toughness), the difference between them lies in
their appearance (color and clarity). Forever Brilliant Moissanite is
whiter in color and less included than Classic Moissanite. Although
moissanite should not be graded on the diamond scale, for reference you can
think about it this way: Classic: I-J & VS and Forever Brilliant: G-H
& VVS.
Q: Are your products made of real
gold and silver?
A: Yes, all our products are available in 10k, 14k or
18k gold in yellow, white or rose. We also offer platinum. Our personalized
and fashion jewelry lines are available in .925 sterling silver.
Q: What is Rhodium (Rhodium
Finish)?
A: Rhodium, a member of the platinum family, is a liquid
metal in its natural state. A rhodium finish can be applied to gold and
sterling silver items through electroplating. This process gives items the
shine and durability of platinum at only a fraction of the cost. Our .925
sterling silver items have a rhodium finish unless otherwise noted.
Q: What metal type should I
choose?
A: We pride ourselves on offering a large variety of metal and stone
combinations. You can chat with our customer service team to help you
choose the materials that are right for your lifestyle and create the
perfect look for you. In addition, we have created this guide to help
you reach a more informed decision.
Q: What are your colored stones
made of?
A: We offer a large variety of stones from semi-precious
gemstones, precious stones, diamonds, moissanite, cubic zirconia and more.
We make every attempt to accurately display the colors of our products.
However, man-made stones may slightly vary in color and natural stones may
vary slightly in quality. Contact us for more information.
Q: How do I care for my TwoBirch
Jewelry?
A: We coat our rings in a rhodium finish to create a defensive layer
against tarnish. However, sterling silver and gold rings may tarnish over
time. To prevent tarnish, avoid exposing your ring to water, soap, lotions,
perfume, chemicals, etc. We recommend using a silver polishing cloth. Avoid
silver cleaning polishes as they will damage the rhodium finish. For
information on how to clean your jewelry, please visit our silver
care and metal guide pages to
learn more.
Q: Can I wear my item while
washing my hands (in the shower, etc.)?
A: Generally, we advise that you avoid wearing your
jewelry while washing/bathing. Chemicals found in soaps and lotions can
cause build up on the stones resulting in loss of brilliance. These
chemicals can also react with the rhodium finish causing you jewelry to
tarnish and wear quickly.
Q: Will these rings turn my finger
green?
A: We coat our rings in a rhodium finish to create a defensive layer
against tarnish. However, sterling silver and gold rings may tarnish over
time. To prevent tarnish, avoid exposing your ring to water, soap, lotions,
perfume, chemicals, etc. For more information, you can visit our silver
care page.
Ordering
Q: How do I place an order?
A: Ordering is convenient and secure. Select your
favorite item and add it to your shopping cart. You can place your order
24/7. You can also take advantage of our risk-free layaway program. We
normally ship within 3 to 10 business days from the date you place your
order. Our bridal line is made-to-order, please allow more time for us to
procure your perfect center stone. This might take 7 to 10 business days to
ship from the date you place your order. If you need something rushed, do
not hesitate to contact us.
Q: Do you charge sales tax?
A: Sales tax will only be assessed for orders that are
shipped within the state of New Jersey (6.875%).
Q: What are my payment options?
A: We accept Visa, Mastercard, American Express and
Discover cards. We also offer a risk-free layaway program.
Q: What are the terms for your
layaway program?
A: Our layaway program is risk free! Contact us for more
information.
- No layaway fee
- No minimum payments
- Once you make your last payment, please allow 5 to 7 business days
for us to process and ship your item
- No cancellation fees, simply email us and we will cancel your
layaway
- Refunds will be processed within 3 to 5 business days
Shipping & Handling
Q: Do you ship internationally?
A: Yes, we do ship internationally. Average international shipping time is 7 to 10 business days.
You may incur customs or duty fees depending on the shipping destination. You will be responsible for any customs or duty fees incurred.
Buyers will also be responsible for the cost of shipping on returns Shipping on all international orders will be delayed until payment has cleared.
Q: How long will it take to
process and ship my order?
A: All of our items are made-to-order and can take 3 to 10 business days to
process and manufacture from the date the order is placed. Once the item is
ready, it is shipped according to your selected shipping method. If you
need something rushed, please contact us.
Q: When will my order arrive?
A: We offer different methods of shipping. Free shipping
(First Class Mail) usually arrives within a few days, however it can take
up to 21 days. Contact us if you need special arrangements and we will try
to accomodate your needs as much as possible.
Q: What is the method and cost of
shipping?
A: We offer the following shipping methods:
- First Class Mail: Free
- USPS Priority: $5
- FedEx Overnight: $30
- FedEx Saturday Delivery: $50
- International USPS: $20
- International Expedited: $40
Q: What do I do if I received my
item damaged?
A: We do our very best to provide our customers with
beautiful, quality products that they'll enjoy. On rare occasions, items
can become damaged in transit. If you receive an item that is missing a
stone or has been damaged in some way, please contact our customer service
department. Our goal is to give you the best product possible. We will be
more than happy to exchange your item.
Returns, Exchanges & Refunds
Q: What is your return, exchange,
and refund policy?
A: We have a 30-day No Questions Asked return policy.
From the day you receive your item you have 30 days to return or exchange
it. If for any reason you are not happy with our product or you simply
change your mind, we will refund 100% of the purchase price to your
original payment method. Shipping will not be refunded. After 30 days, you
are no longer eligible for a refund, but you can return your ring for
repair only.
Q: How do I return an item?
A: If you need to return an item, please package it
carefully and securely in a box or padded envelope. Do not use paper
envelopes as they will rip during postal processing. We recommend insuring
your return packages as we are not responsible for any returns that are
damaged or lost in transit. Items may be returned via USPS, FedEx, DHL or
UPS. Customers are responsible for the shipping cost on returns. Returns
must include your TwoBirch account information as well as instructions on
how to process your return (exchange or refund). Send your return to:
TwoBirch 619 East Palisade Avenue, Englewood Cliffs, NJ 07632.
Q: Do I need RA # to return an
item?
A: No, you do not need an RA# if you are returning
within 30 days of first receiving your item. If you are returning after 30
days of first receiving your item you will need to contact:
support@twobirch.com or call us: 1.800.232.0386.
Q: Do you charge a restocking fee?
A: No, you will get 100% of your item price back (does
not include shipping).
Q: Do I have to pay shipping for
my return?
A: Yes, customers are responsible for the cost of
shipping items back.
Q: What if my return is lost in
transit?
A: We are not responsible for any returns that are lost
or damaged in transit. We highly suggest insuring any return packages.
Q: How long does it take to
process refunds?
A: We process refunds in a timely manner. The time it
takes for a refund to be reflected can vary depending on the credit card
company or bank. Most refunds take 48 to 72 business hours to show up on
your account. However, some banks take 1 to 2 billing cycles to reflect the
refund. Please check with your credit card company to be sure they have
received the refund.
Q: The original account (bank
account, credit card, etc.) I used to make my purchase has since been
closed. Can I receive a check or have the refund put in a new account?
A: We are not able to issue refunds to any other account
or in any other form of payment that was not originally processed for the
returned order. If your account has been closed, the refund can still be
processed to that account number with your credit card company. You will
need to make arrangements with the credit card company to be refunded.
Ring Guard & Ring Wrap Fitting
Q: Can you fit a ring guard to a
halo engagement ring?
A: Yes, we can make a custom ring guard to fit your halo engagement ring.
To learn more visit our TwoBirch
Perfect Fit page
Q: How do I make sure that the
ring wrap will fit my engagement ring?
A: We specialize in making sure that our ring guards and
ring wraps fit perfectly with your engagement ring. Our ring wraps are made
to fit traditional-style solitaire engagement rings. If you have an
engagement ring with side stones or raised sides, ring wraps might not fit.
If you are unsure, you can contact us to consult with our specialists.
Q: What information do you need to
ensure the perfect fit for my ring guard or ring wrap?
A: If you have a traditional style solitaire engagement ring, there are two
main measurements needed to ensure the perfect fit. For ring wraps, you
will need to measure the width of both the head and the base of the center
stone. This will tell us how wide to make the wrap opening. Ring guards may
require additional measurements. You can send us photos of your ring laying
flat on top of a ruler to show its length and width. Contact us for more
information and step-by-step guidance. You can also visit this
education page.
Q: What is the cost of
customization?
A: Almost all of our customizations are done at no
charge. If you send us photos and there will be a charge, we would contact
you before production begins so that you can decide if you still wish to
move forward. Most customization fees range from $10 to $50.
Errors, Inaccuracies & Omissions
We strive for perfection at TwoBirch. Unfortunately, there may be information on our site that contains errors or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to correct any errors or inaccuracies. We also reserve the right to update information or cancel orders if any information on the site is inaccurate at any time without prior notice (including after you have submitted your order).
