FAQs

1. Can I order by phone or speak to someone by phone?

2. Did my order go through?

3. Has my order shipped? When will I receive it?

4. My parcel is delayed, lost or scanned Delivered but was not.

5. My item arrived damaged or incorrect.

6. Can I return or exchange my item?

7. Do you offer discounts?

8. Do you wholesale?

9. Do you offer customization?

10. Do you offer color samples?

11. Do you gift wrap?

12. I lost one of my earrings. Can you replace it?

13. Do you provide repair?

14. How do I care for and clean my jewelry?

15. Can you Rush or Overnight my order or can I upgrade to Express?


Answers

1. Can I order by phone or speak to someone by phone? I am a small ecommerce business that does not take credit card information or inquiries by phone. All orders must be processed through Stranded Treasures website's SSL secure shopping cart which provides customer invoicing and order tracking information. For customer service, questions are responded to promptly when submitted through the contact form. This method allows a logged reference of your inquiries and requests. I can also be found at Etsy where I have been established since 2006 and have over 2000 verified reviews.

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2. Did my order go through? When you place an order you will receive an order confirmation. If you did not, it may have delivered directly to spam or rejected or you may have exited your shopping cart too soon before the order could process. A successful transaction will return to a Thank You page after submission.

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3. Has my order shipped? When will I receive it? Once your order is complete and ready to ship, you will receive a "Shipped" email containing the tracking information. Your order ships within 3 business days. If it has been more than 3 business days since placing your order and you have not received a Shipping Confirmation please check your Spam. Otherwise, contact us and we will resend it.

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4. My parcel is delayed, lost or scanned Delivered but was not.  It is important to us you receive your order! Once a package is marked as "delivered" the USPS views the package as the recipient’s private property and they will not provide us (the sender) with any additional information. Please follow these recommendations: Visit your local post office with your tracking # on hand. They can use their GPS scanning and video to obtain the exact coordinates where the package was delivered and most often retrieve the package back to you. Also check with surrounding neighbors, family, roommates who may have accepted package on your behalf. If USPS's gps confirms it was delivered to your address, it is a case of stolen mail in which you will need to file a claim with them. Orders are not eligible for a refund without proof of receipt of a claim filed.

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5. My item arrived damaged or incorrect. Please visit our contact us page immediately upon delivery and upload a photo.(*required). You will then be emailed a pre-paid shipping label valid for 5 days to return the item back in its original box. Once the tracking shows In transit, a replacement will be sent. If the item is not in transit in 5 days the sale is considered final. 

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. 6. Can I return or exchange my item? Please visit our Returns.

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7. Do you offer discounts? Sign up and Save and Rewards Program. Bulk discounts are not available. If you would like to place a larger size order, please inquire prior to purchase as it may experience longer than normal processing times.

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8. Do you wholesale? Stranded Treasures is a direct-to-consumer only shop and does not wholesale.

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9. Do you offer customization? I am no longer able to accommodate custom design requests but please see the listing description and photos for the many colors, sizes and components available. If you require a color match, Color sample cards are available for purchase.

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10. Do you offer color samples? Yes! A Color Sample Card is available here.

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11. Do you gift wrap? Please visit our Shipping page to view packaging images and details.
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12. I lost one of my earrings. Can you replace it? Because the flowers are handmade without molds, single earring replacements are not available and are only sold as pairs. If you would like to return the remaining earring to be matched, please contact us for a quote and include your full name and a photo of your earring.

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13. Do you provide repair? To request a repair, please contact us and include you full name, order # (or approximate purchase date), a photo and description. Free repair is available within 30 days of your delivery date. After 30 days, repair is available but may incur additional fees. Customer is responsible for securely packaging their merchandise when returning to us. To avoid possible damage, please do not return in any form of envelope.

14. How do I care for and clean my jewelry?

  • To clean the clay - All products are created with polymer clay. No paint is used, therefore the colors will not fade or run. Polymer clay material is water-resistant. Avoid submerging in water for long periods of time or wearing in salt water and chlorine water. To clean the clay, gently wipe with a damp cotton swab. Do not use cleaning agents.
  • To prevent the jewelry metal from tarnishing - Polish dry and store in the zip lock bag included with your purchase. Avoid long term exposure to air, heat, water and other chemicals such as hairspray, perfume and lotion. When polishing sterling silver components with a liquid jewelry cleaner, avoid contact with the polymer clay.
  • To extend the lifespan of scented jewelry - Store in the air tight zip lock bag included with your purchase.

It is always best to remove your jewelry before exposure to water, cleaning agents and beauty products, to remove before bedtime and to store sealed and separate from your other jewelry items.

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15. Can you Rush or Overnight my order or can I upgrade to Express? Since products are handcrafted, made-to-order with 1-3 days production time, rush requests and overnight shipping are not options. Express service does not guarantee 1 day and can take up to 3 days depending on location and time of drop-off. Orders requesting a rush by date that cannot be fulfilled will automatically be cancelled.
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