Returns & Exchanges

Last updated: 23 July 2026

Terra Decode pieces are individually handmade in small batches using real preserved flowers, plants, resin and other natural materials. Because of the time, materials and individual work involved, purchases are generally final sale. We do not normally accept returns, refunds or exchanges for change of mind, personal preference, sizing errors or ordinary handmade variation. Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer law.

Handmade and natural variation

No two flowers, petals or finished pieces will ever be identical. Differences in colour, shape, size, translucency, botanical placement, surface texture, small bubbles, resin finish, asymmetry and metalwork are normal characteristics of natural materials and handmade production and are not defects.

Product photographs represent each design as accurately as reasonably possible. Lighting, screen settings and the unique botanicals used may create slight differences between the photographed piece and the item received.

Damage, defects or incorrect items

Inspect your order immediately after delivery. If an item arrives damaged, defective, materially different from the item ordered, or if the wrong item was sent, contact TerraDecode@Outlook.com within 24 hours of the carrier marking the parcel delivered.

Your message must include:

• Your full name and order number;
• Clear photographs and, where helpful, video showing the item and reported issue;
• Photographs of the outer parcel, internal packaging and shipping label; and
• A brief description of what happened.

Keep all packaging while the case is reviewed. Claims submitted after 24 hours or without sufficient evidence may not be eligible for repair, replacement or other assistance, except where applicable law requires otherwise.

Available resolutions

After reviewing the evidence, Terra Decode may offer an appropriate repair, replacement, remake, store credit or refund depending on the circumstances, material availability and applicable law. A cash refund is not automatically available where a repair, replacement or remake is reasonable.

Because real flowers are unique, an exact botanical match cannot be guaranteed for a repair or replacement. Handmade production and carrier delays connected with an approved remake are not grounds for an additional refund.

Damage after delivery

Damage caused after delivery by wear, impact, bending, water, perfume, alcohol, chemicals, heat, sunlight, improper storage, incorrect cleaning, alteration, unauthorised repair or failure to follow our Jewellery Care guidance is not a manufacturing defect.

Items not eligible for return

• Handmade, made-to-order, customised or personalised pieces;
• Pieces containing individually preserved natural flowers or plants;
• Earrings that have been worn, tried on or removed from sealed hygiene packaging;
• Sale, promotional or final-sale items;
• Gift cards; and
• Items damaged through wear, accident, alteration or improper care.

Cancellations and order changes

Contact us immediately if you need to request a change or cancellation. Approval is not guaranteed once making, preparation, packing or dispatch has begun. Customised, personalised and made-to-order work may not be cancelled once production has started, except where required by law.

Unauthorised returns

Do not send an item back without written authorisation. International return instructions are provided only after a request has been reviewed. Unauthorised parcels may be refused, abandoned or returned to the sender.

Unless the item is confirmed faulty or incorrect, the customer is responsible for return postage, tracking, insurance, customs charges and the risk of loss or damage during return transit. Original shipping, import duties, taxes, brokerage and handling charges are non-refundable unless required by law.

Shipping delays and delivery disputes

Carrier or customs delays while a parcel remains in transit are governed by our Shipping & Delivery policy and do not qualify as a product return or automatic refund. If tracking shows delivered, the customer must first contact the local carrier and complete any available delivery investigation.

Refund timing

If a refund is approved, it will be issued to the original payment method after any authorised return has been received and inspected, or after another approved resolution is confirmed. Payment-provider and bank processing times are outside Terra Decode's control.

Contact us first

Please contact TerraDecode@Outlook.com before returning an item or opening a payment dispute, so that we have an opportunity to review the evidence and offer an appropriate resolution.