FREE SHIPPING on U.S. orders $35 +

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 internationally?

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 Overnight 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 did not arrive. 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. Your payment information is not stored on our site. You may also visit our Etsy shop where established since 2006 with over 4000 verified reviews and over 21,000 sales. Please note my products are only sold here and at my Etsy store. I neither sell to 3rd party sellers nor wholesale. Any other venues featuring my products for sale are not authorized.

Top

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. 

Top

3. Do you wholesale?

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

Top

4. Do you ship international?

We ship within the USA and Canada here at our official website. Shipping to additional countries is available at our Etsy store. 

Top

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.

Top

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 time of 6-8 business days from purchase date.

Top

7. Can I modify or cancel my order?

Strictly no cancellation or modification of orders. Products are handcrafted, made-to-order with many variations and production begins very shortly after your order is placed in order to maintain an efficient process. This includes gathering material, creation of the product, and preparing packaging for shipment. Please carefully review your shopping cart and shipping address before submitting your order. 

Top

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 possible. Express service does not guarantee 1 day and can take up to 3 days depending on location and time of drop-off. 
Top

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 do not, 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. 

Top

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.

Top

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

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

Top

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 sent to the email placed with the order. Packaging includes a notecard containing only the store, order number and product care information.

Top

13. Do you gift wrap?

Please visit our Shipping page to view packaging images and details. 

Top

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 package or 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.

Top

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 several days, most often it is due to skipping a scan at the sorting facility. Sign Up For Tracking Updates and it will alert the postal system and often get an updated scan within a few days.

Top

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.

Top

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. Sign Up For Tracking Updates and it will alert the postal system and often get an updated scan within a few days. Please also refer the USPS Where's My Package page for more information. 

Top

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

Please refer to the USPS Where's My Package page. For fastest assistance we recommend visiting your local post office. They can use their gps tracking to find the exact location where the package was delivered and alert your local carrier. 


*Please note if the carrier has confirmed delivery of the package, replacements/refunds will not be issued. A delivery confirmation is sent to your email once the package arrives. It is important to provide a secure delivery location and to check for the package upon arrival to avoid mail theft as Stranded Treasures cannot be held responsible for stolen packages. 

Top

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. 

Top

20. Can I return or exchange my item? 

Please visit our Returns

Top

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.

Top

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.

Top

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.

Top

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 in my shop. You are welcome to contact us to inquire. 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).

Top

25. Do you offer color samples? 

Yes! Clay Color Sample Cards and Rhinestone Color Sample Cards are available. Both are listed at our Color Palette page.

Top

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.

Top

27. Is your jewelry hypoallergenic? 

You'll find a variety of metals to choose from to fit your style and needs. Please see the following descriptions for information regarding each metal: 

  • Titanium - Hypoallergenic. Grade 1, commercially pure, nickel-free, corrosion-resistant. A non-reactive and biocompatible metal. Excellent choice for those with metal allergies. This option is available with our drop and stud earrings. 
  • 925 Sterling Silver – Contains 92.5% Silver and 7.5% Copper (or Zinc) and is nickel-free. This metal will tarnish but can be polished back to its original shine.
  • 14k Gold Filled –Contains 14 karat gold bonded over copper and zinc and is nickel-free. 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. This metal will tarnish but can be polished back to its original shine.
  • 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.

Top

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

  • Clean polymer clay by gently wiping it with a damp cotton swab and mild dish soap.Do not use cleaning agents.

  • Avoid long term exposure to air, heat,  moisture, salt and chlorinated water.

  • Remove before you sleep, workout/sweat, shower, or apply beauty products.

  • Store in re-sealable bag with anti-tarnish tab if included with packaging. Keep in a dark, dry location separate from other items.

     

Top