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FAQs

GENERAL

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

2. What are your flowers made of?

3. Do you wholesale?

4. Do you ship international?

5. Do you offer discounts?

ORDERING

6. When will I receive my order?

7. Can I modify or cancel my order?

8. Can you Rush or Overfnight my order or can I upgrade to Express?

9. Did my order go through? I did not receive an email confirmation.

10. My payment was rejected. What should I do?

11. Can I add to my order after it was placed?

GIFTING

12. My order is a gift. Can you not include the receipt?

13. Do you gift wrap? What is your packaging?

SHIPPED ORDERS

14. My shipping address is incorrect. What can I do?

15. My tracking is not updating. Where can I find more information?

16. Has my order shipped? I did not receive a shipping confirmation?

17. My parcel has not arrived on its estimated delivery date. Should I worry?

18. My parcel was scanned Delivered but was not. What should I do?

19. My item arrived damaged or incorrect. What do I do?

20. Can I return or exchange my item?

PRODUCT

21. I orderd the wrong necklace length. Can it be adjusted?

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

23. Do you provide repair?

24. Do you offer customization?

25. Do you offer color samples?

26. Do you offer locket engraving or photo insertion services?

27. Is your jewelry hypoallergenic?

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


Answers

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

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. Stranded Treasures does not take credit card information or inquiries by phone. All orders must be processed through this website's SSL secure shopping cart which provides customer invoicing and order tracking information. You may also visit our Etsy shop where established since 2006 with over 2000 verified reviews.

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2. What are your flowers made of? 

Flowers are original, hand sculpted without molds or paint using polymer clay, a durable and water-resistant material. 

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3. Do you wholesale?

Stranded Treasures is a direct-to-consumer only shop and does not wholesale.

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4. Do you ship international?

Yes. We currently ship to: Canada, United Kingdom, Austria, Poland, Italy, France, Belgium, Demark, Finland, Sweden, Switzerland, Ireland, Netherlands, Norway, Portugal, South Africa, Spain, Australia, New Zealand.

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5. Do you offer discounts?  

Sign up for our Newsletter offers exclusive coupons to subscribers and the Rewards Program offers the opportunity to earn points with each purchase. Due to the nature of the handmade, made-to order process, bulk/tier 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 production times.

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6. When will I receive my order? 

Each piece (including the flower) is made-to-order and ships within 3 business days (Monday-Friday). Shipping options at checkout include First class and Priority with average delivery 6-8 business days.

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7. Can I modify or cancel my order?

Production begins shortly after your order is placed. This includes gathering material, creation of the product, and preparing packaging for shipment. Once an order is submitted, a request for changes or cancellation is not available. Please carefully review your shopping cart and shipping address before submitting your order. 

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

Since products are handcrafted, made-to-order with up to 3 days production time, rush requests and overnight shipping are not available. 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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9. Did my order go through? I did not receive an email confirmation.

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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10. My payment was rejected. What should I do?

Please clear your cache and history or try a different browser. If your credit card continues to be rejected, we recommend contacting your credit card company. The option to use Paypal or Amazon is also available at checkout.

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11. Can I add to my order after it was placed?

Since we do not store your payment method, orders already placed can not be altered. You may place a second order and we will refund any additional shipping costs and ship items together.

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12. My order is a gift. Can you not include the receipt?

Absolutely. Due to the large volume of gift orders, detailed receipts are only emailed to you. Packaging includes a notecard containing only the store information, order number and product care.

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13. Do you gift wrap?

Please visit our Shipping page to view packaging images and details. A gift message and request for individual gift boxes is available at checkout.

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14. My shipping address is incorrect. What can I do?

If you have already received a shipping confirmation, the package is in the post office's hands. We will not be able to change or re-route the address nor offer a refund if delivered. If your order is returned, we will notify you and invoice a re-shipping fee to resend the package to the correct address.

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15. My tracking is not updating. Where can I find more information?

Please allow 24 hours for tracking updates to appear. If it is stated In Transit but has not updated for serveral days, most often it is due to skipping a scan at the sorting facility. We recommend signing up for tracking updates at USPS using your shipping confirmation’s tracking number.

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16. Has my order shipped? I did not receive a shipping confirmation

When 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 respond shortly and provide the tracking information.

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17. My parcel has not arrived on its estimated delivery date. Should I worry?

Occasionally delays may occur due to weather, packages being re-routed and other unforeseen circumstances. You are welcome to contact us for assistance.

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18. My parcel was scanned Delivered but was not. What should I do? 

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.
  • 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. Please ensure a secure delivery location as Stranded Treasures cannot be held responsible for stolen packages.

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19. My item arrived damaged or incorrect. What do I do? 

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 7 days to return the item back in its original box. If the item is not in transit in 7 days the sale is considered final. 

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20. Can I return or exchange my item? 

Please visit our Returns

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21. I ordered the wrong necklace length. Can it be adjusted? 

Yes. Customer is responsible for return shipping and re-shipping costs. Please return in a secure box with tracking to avoid damage during transit and for proof of delivery.

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22. 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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23. 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.

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24. 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. Some listed designs can be replaced with another flower and will have a personalization box with the listing if available. (ie: multiflower necklaces and bracelets). If you require a color match, Color sample cards are available for purchase. Flowers are not available for sale as supplies, altered, or with partial components (ie: charms, pendants).

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25. Do you offer color samples? 

Yes! A Color Sample Card is available here

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26. Do you offer locket engraving or photo insertion services? 

My focus is strictly on clay sculpting and jewelry design and I do not engrave or handle personal photos.

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27. Is your jewelry hypoallergenic? 

You'll find a variety of metals to choose from but Stranded Treasures does not claim to be hypoallergenic as allergic reactions to metals vary to individuals. The descriptions below are to better inform you of the details to each metal and allow you to make an informed decision based on your specific needs. 

  • 304 Stainless Steel - Contains 8-12% nickel. Popular for jewelry and food industry (sinks, food storage), corrosion-resistant and in compliance with EU Regulation EN1811:201.
  • 925 Sterling Silver – Contains 92.5% Silver, 7.5% Copper (or Zinc) and is nickel-free. 
  • 14k Gold Filled –Contains 14 karat gold bonded over brass using heat and pressure. The layering of gold is nearly 100x thicker than that of gold-plated. If properly cared for, it can take many years before any wear. It is considered an economical alternative to pure 14k gold jewelry.
  • Silver and Gold Plated – These are considered costume jewelry metals. A thin layer of silver or gold is electroplated to a base metal. If properly stored and cared for they can maintain their color and shine but are more prone to tarnish and to skin reaction for those with metal allergies.
  • Antique Brass – Usually a raw brass or iron alloy base that has been chemically treated to darken the surface for an aged appearance.

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

  • To clean polymer clay, gently wipe with a damp cotton swab. Do not use cleaning agents (especially acetone, rubbing alcohol, and bleach) as they can cause colors to alter or react with the clay. Although water-resistant, avoid salt and chlorinated water.

  • To prevent metal from tarnishing, avoid long term exposure to air, heat, and moisture. Store in the re-sealable bag (with anti-tarnish tab) if included with the packaging. When polishing with a jewelry cleaner, avoid contact with the clay.

     Always remove your jewelry before applying beauty products, showering, and sleeping and store sealed and separate from other items. 

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