FAQ
Are the flowers real?
Yes. Terra Decode uses genuine preserved flowers and plants. Every botanical element is selected and arranged by hand.
Will my piece look exactly like the photograph?
Not exactly. Real flowers naturally vary in shape, colour, size, transparency and texture. Botanical placement, small bubbles, asymmetry and subtle handmade differences are normal and are not defects, provided the item remains materially consistent with its description.
Where is Terra Decode based?
Terra Decode is an independent studio based in China. Orders are fulfilled from China and may move through an export-processing or customs hub before international delivery.
How long does processing take?
Most orders are handmade, prepared and packed within 3 business days after payment is confirmed. Customised, made-to-specification or limited pieces may require longer where stated on the product page or in your order communication.
What will I see at checkout?
International orders below US$100 display Standard Tracked Shipping with the rate for the destination. Eligible international orders of US$100 or more display Free Standard Shipping. These are service-level names, not carrier names. Full country groups and prices are listed on our Shipping & Delivery page.
Who delivers my parcel?
The exact carrier is selected after dispatch according to the destination, parcel and available route. It may include YunExpress (YunTu) or another tracked cross-border logistics partner, followed by a local postal or courier service. Checkout does not promise a specific carrier. The carrier name, tracking number and tracking link are provided after fulfilment.
How long will delivery take?
Most international orders arrive approximately 10–20 business days from the order date. Typical transit after dispatch is 7–15 business days for much of Asia, the United States, United Kingdom, Australia and New Zealand; 8–20 business days for Canada and many European destinations; and 10–25 business days for remote areas and other international routes. These are estimates, not guarantees.
Do you offer expedited delivery?
We do not currently offer paid international express or expedited delivery.
Do you offer free shipping?
Eligible international orders with a discounted merchandise subtotal of US$100 or more receive free standard shipping. The threshold is calculated after discounts and before taxes.
Will I receive tracking?
Yes. All dispatched orders include tracking. The main tracking number is sent to the email address used at checkout and normally appears on the Shopify order-status page or in the Shop app. A local last-mile tracking number may also be assigned after the parcel enters the destination country.
Will I pay customs duties or import tax?
Possibly. Unless checkout expressly states otherwise, destination duties, import taxes, VAT, brokerage and handling fees are the customer's responsibility.
Can I return or exchange an item?
Mandatory consumer rights remain unaffected. Where your local law provides a cooling-off right for online purchases, eligible non-personalised goods can be returned within the applicable period. For UK and EU consumers this is generally a 14-day notification period after delivery, followed by 14 days to send the goods back. Goods made to your specifications or clearly personalised, and sealed hygiene-sensitive goods after opening, may be excluded. See Returns & Exchanges for the full process.
What if my order arrives damaged, faulty or incorrect?
Contact TerraDecode@Outlook.com as soon as possible, ideally within 48 hours of delivery. Include your order number and clear photographs or video of the item, packaging and shipping label. Early notice helps preserve carrier evidence and does not limit mandatory consumer rights.
What if tracking says delivered but I cannot find the parcel?
Check the delivery address, safe places, household members, neighbours and building reception, then contact the local carrier using the tracking number. Contact Terra Decode with your order number if the parcel remains missing so that we can review the shipment and any available investigation.
Can I cancel or change an order?
Contact us immediately. Changes are not guaranteed after making, personalisation, preparation, packing or dispatch has begun. Any statutory cancellation right that applies to eligible goods remains unaffected.
How should I care for botanical jewellery?
Keep it dry and away from perfume, alcohol, chemicals, heat and prolonged sunlight. Handle gently and store separately in a dry place. See our Jewellery Care page for full guidance.