FAQs

1. Where is your phone number? Can I order by phone?

2. Where do I find the status of my order?

3. My package is delayed, lost or scanned Delivered but was not. What should I do?

4. Can I make changes to or cancel my order?

5. My package arrived incorrect/missing/damaged. What should I do?

6. Do you offer customization?

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

8. Do you offer discounts, promotions or wholesale?

9. Do you gift wrap?

10. Do you offer repair?

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


 Answers

1. Where is your phone number? Can I order by phone? All orders must be processed through Stranded Treasures website's SSL secure shopping cart which will also provide customer invoicing and order tracking information. For customer service, questions are promptly responded to via email by submitting your inquiry at the Contact page. Email communication also provides a logged reference of your inquiries and requests.

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2. Where is the status of my order? Once your order is complete and ready to ship, you will receive a "Complete" email.  Within that email you will find your order tracking number.  If you are international, it will be a Customs number. If it has been more than 3 business days since placing your order and you have not received a Complete status, please check your Spam.  Otherwise, contact us for your tracking information.

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3. My package is delayed, lost or scanned Delivered but was not. What should I do? Please first contact your local post office with your tracking # (located on your "Complete" email receipt) to see if they have more information. International: possible import tax is due and may be waiting for payment at your post office. If no resolve, contact us for additional assistance. Please note, packages are not deemed as lost until 30 days (USA) and 40 days (International) from the ship date.

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4. Can I make changes to or cancel my order? Products are made-to-order and production begins shortly after your order is placed. This includes gathering material, creation of the product, and preparing packaging for shipment. Once your order is submitted, requests for changes are no longer available. Cancellations will incur a 20% cancellation fee. 

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5. My package arrived incorrect/missing/damaged. What should I do? Do not automatically return the package. Please fill out the Return Notification Form and we will respond shortly. 

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6. Do you offer customization? Stranded Treasures is an original collection of finished designs. Alterations to designs, the sale of flowers as beads/charms are not available but requests to switch a color or flower are welcome (colors from the Stranded Treasures color palette and flower collection only). All sales are final on requests. 

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7. I lost one of my earrings. Can you replace it? Due to the nature of my handmade products (without the use of molds), single earring replacements are not available and are only sold as pairs.

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8. Do you offer discounts, promotions or wholesale? Discounts and promotions are available through the Earn Rewards program, Subscribe to Savings mailing list, and FacebookTwitter and Google+ announcements. Wholesale not available.

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9. Do you gift wrap? Please visit our Shipping page to view images and more details on packaging.

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10. Do you offer repair? To request a repair, please contact us and include you full name, order # (or approximate purchase date) and details of the damage. Free repair is available within 90 days of your purchase date. After 90 days, repair is available but may incur additional fees. 

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11. 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 note fade or run. Although polymer clay material is waterproof, 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 submerging the polymer clay. 
  • To extend the lifespan of scented jewelry - Store in the 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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