FAQ
How long does it take to process my order?
Most orders are processed within a few business days before they ship. Processing time can vary depending on the product type, order volume, and supplier production time.
Jewelry and apparel may have different processing timelines because they are fulfilled by different partners. During busy periods, processing may take longer than usual.
If you need an update on your order, contact us at support@strsgnz.shop with your order number.
Why did I receive only part of my order?
If you ordered more than one item, your order may arrive in separate shipments. This usually happens when jewelry and clothing are fulfilled by different partners or ship from different locations.
Separate shipments are normal for this store and do not mean an item was missed. You may receive more than one tracking number and more than one delivery date.
If a package seems missing after the delivery window has passed, contact support@strsgnz.shop with your order details.
How long does shipping take?
Shipping times vary by item, destination, and carrier. Because products are fulfilled through different partners, some orders may arrive faster than others.
Delivery estimates shown at checkout or in your shipping policy are estimates, not guarantees. Delays can happen due to carrier issues, customs, weather, or high seasonal demand.
If you want to check the status of your shipment, use your tracking link first. If you still need help, email support@strsgnz.shop.
Can I cancel or change my order after placing it?
You can request a cancellation or change as soon as possible after placing your order. Once an order enters processing or production, we may not be able to stop or edit it.
This is especially important for apparel items that may be made to order. If your order has already moved forward, we will review what options are still available.
To request a cancellation or change, email support@strsgnz.shop right away and include your order number.
Do you ship internationally?
If international shipping is available for your location, you will see shipping options at checkout. Delivery times for international orders can vary more than domestic shipments.
Customs processing, local postal systems, and import rules may affect timing. International customers may also be responsible for duties, taxes, or other local fees.
Before placing your order, review the shipping details at checkout. If you have a destination-specific question, contact support@strsgnz.shop.
How can I track my order?
Once your order ships, you should receive a shipping confirmation email with tracking information, if tracking is available for that shipment.
If your order ships in more than one package, you may receive separate tracking emails. Tracking updates can sometimes take a few days to appear after the label is created.
If you have not received tracking within the expected processing time, contact support@strsgnz.shop and include your order number.
What should I do if my package is delayed?
A delayed package does not always mean it is lost. Carrier scans can pause for a few days, especially during busy shipping periods or international transit.
Start by checking your tracking link for the latest update. Then confirm that the shipping address on your order is correct and allow a little extra time if the package is still moving through the network.
If tracking has not updated for an extended period, contact support@strsgnz.shop with your order number so we can review the shipment.
What is your return policy?
Return eligibility depends on the item type and the reason for the return. Some items may be eligible for return, while others, especially made-to-order apparel, may be limited or non-returnable for change-of-mind purchases.
Items usually need to be unused, unworn, and in original condition if a return is approved. The exact rules should match your posted Refund Policy.
If you are not sure whether your item qualifies, email support@strsgnz.shop with your order number and the item you want to return.
Can I return an item if I changed my mind?
Change-of-mind returns may be accepted for some items, but not all. Because this store uses third-party fulfillment partners, buyer’s remorse returns can be limited, especially for printed or made-to-order clothing.
If a change-of-mind return is approved, the item must usually be unused and in original condition. Return shipping may also be the customer’s responsibility.
Before sending anything back, contact support@strsgnz.shop for approval and return instructions.
What if my item arrives damaged, defective, or incorrect?
If your item arrives damaged, defective, or incorrect, contact support as soon as possible. Include your order number and clear photos of the item and packaging so the issue can be reviewed quickly.
Once reviewed, we may offer a replacement, refund, or another resolution depending on the situation. Do not discard the item right away unless you are told it is okay to do so.
To get started, email support@strsgnz.shop with the subject line “Damaged or Incorrect Item.”
Do you offer exchanges?
Direct exchanges are not always available. In many cases, if an item qualifies, the return is handled first and then a new order can be placed for the replacement item.
For damaged, defective, or incorrect items, we may offer a replacement instead of a standard exchange. Exchange options can vary by product type and fulfillment partner.
If you need a different size, color, or item, contact support@strsgnz.shop first so we can explain the best next step.
How do I choose the right size for clothing?
The best way to choose the right clothing size is to check the product’s size chart before ordering. Sizes can vary by garment, so it is important to compare the chart with your own measurements.
If you are between sizes, consider the fit described on the product page and how you prefer your clothing to fit. Because some apparel is made to order, size changes may not be possible after production begins.
If you need help before ordering, contact support@strsgnz.shop and include the product name and your measurements.
What materials are your jewelry pieces made from?
Jewelry materials vary by product, so the most accurate information will always be listed on the product page. Common materials may include stainless steel, plated metals, zircon, cubic zirconia, and other fashion jewelry materials.
If you have skin sensitivity or want details about a specific item, review the product description carefully before buying. Material details should guide your purchase decision.
If you need clarification on a product’s materials, email support@strsgnz.shop with the item name or link.
Are your jewelry pieces suitable for sensitive skin?
Some jewelry pieces may be more suitable for sensitive skin than others, especially items made with stainless steel. However, comfort can vary from person to person depending on individual sensitivities.
Because reactions can differ, we do not guarantee that every item will work for every customer. The best place to check is the material section on the product page.
If you have concerns before ordering, contact support@strsgnz.shop and ask about the specific piece you are considering.
Can I send an order as a gift?
Yes, you can place an order as a gift by entering the recipient’s shipping address at checkout. Be sure to double-check the address before submitting your order.
Packaging may vary depending on the fulfillment partner, and gift wrapping may not always be available unless clearly offered on the product page or at checkout. If you want to include a note, check whether that option is available during checkout.
If you are sending a gift and need help, contact support@strsgnz.shop before placing your order.
Do you include prices in the package?
Packing formats can vary depending on the fulfillment partner. In many cases, pricing is not included in a way that is meant for gifting, but packaging details may differ by item.
If you are sending an order directly to someone else, it is best to confirm first if this is important for your purchase. This is especially helpful for gift orders.
Contact support@strsgnz.shop before ordering if you want to ask about a specific item or shipment.
Do you include prices in the package?
Packing formats can vary depending on the fulfillment partner. In many cases, pricing is not included in a way that is meant for gifting, but packaging details may differ by item.
If you are sending an order directly to someone else, it is best to confirm first if this is important for your purchase. This is especially helpful for gift orders.
Contact support@strsgnz.shop before ordering if you want to ask about a specific item or shipment.
How can I contact support?
You can contact support by email at support@strsgnz.shop. Please include your order number, the email used at checkout, and a short description of your question so we can help you faster.
Typical response times may vary, but you can note your expected reply window as 24–48 business hours. Messages sent on weekends or holidays may take longer.
If your question is about an order issue, adding clear photos can help speed up the review.
What should I include when I contact support about an order?
To help us review your order quickly, include the key details in your first message. This helps avoid back-and-forth and speeds up support.
Please include:
- Order number
- Full name used at checkout
- Email used for the order
- Brief description of the issue
- Photos, if the issue involves damage, defects, or the wrong item
Send everything to support@strsgnz.shop so we can look into it as efficiently as possible.