FAQs

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

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

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

4. Do you offer discounts, promotions or wholesale?

5. Do you offer customization or color samples?

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

7. Do you gift wrap?

8. Do you provide repair?

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

10. Can I return or exchange my purchase?


 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 parcel 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, paracels are not deemed as lost until 30 days (USA) and 40 days (International) from the ship date.

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4. Do you offer discounts, promotions, wholesale or bulk? Wholesale/bulk discounts are not available.  For current promotions, visit: Savings . Bulk quantity please inquire prior to purchase. Due to extra high volume, bulk is not available Nov 20-Dec 31. 

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5. Do you offer customization or color samples? Although I am 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). A Color Sample Card can be purchased here

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6. 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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7. Do you gift wrap? Please visit our Shipping page to view packaging images and details.
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8. 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 90 days of your purchase date. After 90 days, repair is available but may incur additional fees. 

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9. 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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10Can I return or exchange my purchase? Please visit our Returns page to read our policy.