FAQs
1. Can I order by phone or speak to someone by phone?
2. What are your flowers made of?
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?
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. You may also visit our Etsy shop, established since 2006 with over 5,000 verified reviews and over 25,000 sales. Please note Stranded Treasures products are only sold here, Etsy and a limited collection at Amazon. We do not sell to 3rd party sellers or wholesale. Beware, any other venues listing our products are not authorized.
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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We ship within the USA here at our official website. Shipping to Canada, Australia and New Zealand is available at our Etsy store. We limit our international to only these select locations as Etsy will include the VAT and/or Sales Tax in the total purchase of the order. All other countries may have additional restrictions and/or extra fees due upon delivery that we cannot estimate and therefore we do not ship to these locations.
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.
6. When will I receive my order?
Each piece (including the flower) is made-to-order and typically ships within 2 business days (Monday-Friday). Larger orders may require additional time. Shipping options at checkout include Ground Advantage and Priority with average delivery time of 5-7 business days from purchase date.
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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.
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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 possible. Express service does not guarantee 1 day and can take up to 3 days depending on location and time of drop-off.
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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 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.
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 is also available at checkout.
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.
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.
Please visit our Shipping page to view packaging images and details.
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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 package or offer a refund if delivered. If your order is returned, we will notify you.
15. My tracking is not updating. Where can I find more information?
Please allow 24 hours for tracking updates to appear. If it states 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.
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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. Sign Up For Tracking Updates and it will alert the postal system and often retrieve an updated scan within a few days. Please also refer the USPS Where's My Package page for more information.
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.
19. My item arrived damaged or incorrect. What do I do?
Please visit our Returns page and fill in our form within 2 days of delivery and upload a photo (*required). We will work quickly to replace it.
20. Can I return or exchange my item?
Please visit our Returns page.
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.
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.
To request a repair, please visit our Returns page and fill in the form. 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.
24. Do you offer customization?
I am no longer able to accommodate custom design requests or color matching (especially via online photos) but I do accept limited customization for many of my listings. This includes switching a color for another on my Color Palette (of 65 colors), switching a flower for another, or small adjustments to a flower size. Please note I do not make my flowers larger than 2 inches5cm).For my rhinestone collection, many listings automatically provide color options but you are welcome to request multiple colors and arrangements.
If you require a color match, Color Sample Cards are available for purchase.
*Please contact us with your custom request before submitting with your order. Approval is required.
*Flowers are not for sale as supplies or partial components (ie: charms, pendants).
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.
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.
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.
- 304 Stainless Steel - Contains 18-20% chromium, 8-10.5% nickel, 0.08% carbon, plus iron and other trace elements. The thin layer of chromium makes it corrosion and stain resistant.
28. How do I care for and clean my jewelry?
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Clean by gently wiping with a damp cotton swab and mild soap.
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Avoid exposure to heat, moisture, salt and chlorinated water.
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Remove before you shower, sleep, workout, or apply beauty products.
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Store in a dark, dry location separate from other items.
