FAQs

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

2. Did my order go through?

3. Has my order shipped?

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

5. My item arrived damaged or incorrect.

6. How do 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. Why are Rush Requests and Overnight Shipping not available?


 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 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? Once your order is complete and ready to ship, you will receive a "Shipped" email containing the tracking information. If it has been more than 3 business days since placing your order and you have not received a Shipped status, please check your Spam. Otherwise, contact us for your tracking information.

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4. My parcel is delayed, lost or scanned Delivered but was not. Please contact your local post office with your tracking # (located on your "Complete" email receipt) and inquire if they have additional 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, parcels are not deemed as lost by USPS until 30 days (USA) and 40 days (International) from the ship date.

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5.  My item arrived damaged or incorrect. Please visit Returns.

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

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7. Do you offer discounts?  For current promotions, visit Savings . Bulk discounts are not available. If you would like to place a larger size order, please inquire prior to purchase. Due to extra high volume, it may not available Nov 20-Dec 31. 

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

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9. Do you offer customization? Although no longer accepting custom orders, requests to switch a color or flower on a listed design are welcome (colors from our color palette and flower collection).  

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10. Do you offer color samples? Yes! A Color Sample Card can be purchased 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.

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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) and details of the damage. Free repair is available within 30 days of your delivery date. After 30 days, repair is available but may incur additional fees.

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. Why are Rush Requests and Overnight Shipping not available? Since products are handcrafted, made-to-order with 1-3 days production time, rush requests are not an option. The Expedited/Overnight Shipping service does not actually guarantee next day arrival and may deliver 2-3 days depending on the location. Priority (1-3 days) is available at checkout for $6.95 flat rate.

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