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?

In-stock pieces are usually prepared and handed over to our logistics partner within 1–3 business days after payment confirmation. Pre-order and made-to-order pieces generally need approximately one week, unless the product page states otherwise. The in-stock estimates on our Shipping & Delivery page are counted from the order date and already include normal preparation time.

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?

For in-stock orders, estimated delivery is 8–15 calendar days to the United States, 8–15 days to the United Kingdom, and 10–16 days to Canada. Many US orders arrive in approximately 10–12 days. These estimates are counted from the order date and already include our usual 1–3 business days of preparation. See our Shipping & Delivery page for individual estimates for Australia, New Zealand, Hong Kong, Japan, Singapore, the UAE, Israel, Saudi Arabia, Qatar, and all other destinations we serve. Occasional carrier or customs delays may occur. Pre-order and made-to-order designs take additional preparation time.

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.

Are Terra Decode pieces suitable as gifts?

Yes. Terra Decode pieces are especially suited to people who love flowers, botanical details, unusual handmade jewelry and small-batch design. Some pieces are one of a kind, while others are made in small batches. Explore our Gift Guide for ideas by budget, flower and style.

How is a Terra Decode gift packaged?

Every order is carefully protected and wrapped with botanical paper details, presentation cards and small finishing touches. Some parcels also include a surprise Terra Decode Collector Card. See our Packaging page for the full presentation.

What should I choose for a flower lover?

If you know their favourite flower, start with the matching botanical chapter: Orchid, Hydrangea, Gardenia or Pansy. For someone who prefers something more unusual, explore our one-of-a-kind and collector-focused collections through the Gift Guide.

How early should I order a gift?

For in-stock pieces, the delivery estimates in our Shipping & Delivery information already include the usual preparation period. Pre-order and made-to-order pieces generally require approximately one week of preparation and may arrive later. For a birthday or other date-specific gift, please allow extra time for customs or carrier delays and contact us before ordering if timing is critical.