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.

Where is Terra Decode based?

Terra Decode is an independent studio based across Yunnan and Sichuan, China—regions known for rich floral diversity. Orders may be prepared and dispatched from either location.

How long does processing take?

Most orders are handmade, prepared and packed within 3 business days after payment is confirmed. Certain made-to-order, customised or limited pieces may require longer, as stated on the product page or in your order communication.

How long will delivery take?

Most international orders arrive approximately 10–20 business days from the date the order is placed. Estimated totals are generally 10–18 business days for the United States, United Kingdom, Australia and New Zealand; 11–21 business days for Canada; 11–23 business days for most European destinations; and 13–28 business days for Italy, remote areas and other international destinations. These are estimates, not guarantees.

Do you offer expedited delivery?

We do not normally offer paid express or expedited delivery.

Do you offer free shipping?

Eligible orders with a discounted merchandise subtotal of US$100 or more receive free standard shipping. The threshold is calculated after discounts and before taxes. Duties, gift cards and non-merchandise charges do not count towards it.

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.

Who delivers my parcel?

Orders generally leave China through YunExpress, Take Send or another international logistics partner. Final delivery is completed by a local carrier such as USPS, Royal Mail, Evri, DHL or the appropriate postal or courier service for the destination.

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?

Our handmade, small-batch and made-to-order pieces are generally final sale. We do not normally accept returns or exchanges for change of mind, personal preference or natural handmade variation. Mandatory consumer rights remain unaffected.

What if my order arrives damaged or incorrect?

Contact TerraDecode@Outlook.com within 24 hours of the carrier marking the parcel delivered. Include your order number and clear photographs or video of the item, packaging and shipping label. Keep all packaging until the case is resolved.

What if tracking says delivered but I cannot find the parcel?

Check safe places, household members, neighbours and building reception, then contact the local carrier directly. Terra Decode can provide available tracking information but cannot control the carrier's delivery investigation.

Can I cancel or change an order?

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.