Here you can find the answers to the most frequently asked questions about TRUE BEADZ processes!
PLACING AN ORDER
How do I place an order?
Choose the item you wish to purchase and click Add to cart. When you're done, go to your cart, select the Shipping option (please see thorough description of available Shipping options below), then fill in the form below and proceed to check out. That's it!
Do I need to create a personal account on truebeadz.com to place an order?
Currently there's no option to create a personal account on the website, so each time you place an order you need to fill in required personal information. Some browsers have an autocomplete option, but unfortunately it doesn't always work. We totally understand that personal accounts can be quite useful especially when you need to place an order fast, so we are working on this with our website developers, hopefully this option will become available in the nearest future.
What are the payment options?
The only available payment option is PayPal.
I'm trying to make a purchase via PayPal but it keeps saying this transaction has been declined to comply with government regulations!
If you have a business PayPal or an American Express card linked to your PayPal account, sadly the payment won't go through. In this case we suggest that you use another PayPal account. If it's not the case, please contact us at firstname.lastname@example.org. If you are located in Russia, PayPal will not work either, so if you wish to place an order please contact us directly.
I'm looking at the item I wish to buy but there's no option to add it to my cart!
All items on this website are MadeToOrder and we open this option several times a your. If there is no information about the next MTO event, please send us a message if you would like to receive an e-mail when we announce the dates.
What are the available shipping options?
The shipping fees on the website are based on the current postal service rates. The following options are now available:
This is international shipping with tracking for light packages, that is beads only or box up size Chest.
International shipping with tracking for boxes size Town/ Village (with or without beads), FREE for orders over $250
EMS, International Express Mail Service with tracking for beads+boxes size Castle, FREE for orders over $500
We also offer FREE consolidated shipping during out Live/MTO website events, that means your orders will be combined and sent together at no extra cost.
Do you ship worldwide?
We do ship worldwide but there may be exceptions depending on changes in Russian post logistics. We currently do not ship to POLAND, DENMARK, SWEDEN, FINLAND, UKRAINE, AUSTRALIA, BRAZIL, MEXICO AND ARGENTINA. However, if you want your beads to be shipped to your bead friend from another country, please let us know in the order form.
What if I selected the incorrect shipping option?
We will contact you via email and either refund you or send you an invoice for the extra cost. For example, if you have a bead and a box size Chest and chose Medium option, we will refund you the difference between Medium and Light shipping rate.
Is my order being processed?
Photos of “ready to go” orders are posted in Instagram and Facebook Stories. If you see that something that looks like your order has a mistake in it, please contact us immediately, before the package is sent out. If your order was not featured in Stories, don’t worry, it is in progress now and will be sent out soon.
How do I know my tracking number?
Once your order is sent out the tracking number is sent to you via PayPal. You will receive an email ( usually works fine but sometimes doesn’t go through) and you can find the tracking in your PayPal transaction.
How soon shall I receive the tracking number?
Trackings are sent out MANUALLY so please give it some time. This is how it works: we go to the post office, send out the packages, receive trackings, come back home, attach tracking papers to printed orders, take photos and only after that update every PayPal transaction with the tracking number to let you and PayPal know the order is on the way. Usually it takes one extra day. If you see a post that packages were sent out, you should have the tracking number in a couple of days.
How do I track my package?
What if the status of my tracking hasn't updated for a long time (3 weeks and more)?
Please send a message to email@example.com mentioning your order number/tracking number and we will issue a claim to speed up the process.
What's TRUE BEADZ Live Event?
Live Event is a specific period of time when you can enjoy exclusive Live beads. It means that you buy exactly the bead you see on the photo. The dates of the upcoming live event are announced on truebeadz.com and social media in advance.
Where do Live Events take place?
What are Live Beads?
Live beads are the beads you can buy from live photos. That means you are choosing exactly the bead you will receive. They do also have a description with colour names and a note whether they can be MTO.
I go to Live sections of the TRUEBEADZ.COM website but there are no prices!
Prices only become visible at the time of event, before that Live sections remain in catalogue mode.
What are the shipping costs during Live/MTO Events?
Consolidated shipping is free during Live Events. Orders from both websites truebeadz.com (stock and live) and truebeadzmto.com (MTO) are packed together.
What time does online Event start for me?
We normally specify Event time in Moscow time zone. Since there are many different time zones, please use a time zone converter like timezonewizard.com or similar to find out what time it is for you. And don't forget to set your alarm!
How do I know when it's time for the next Live/MTO Event?
We publish Live/MTO event dates on our website banner and on social media. You can also subscribe to our mailing list to be the first to learn about our news and upcoming events. Just message us on social media, specify your name and email address and we will do the rest!
We use MTO for MadeToOrder items. That means that beads/dangles are not in stock but will be made after you place your order. So the production will start after the order is placed. That is the reason why MTO needs additional time, that is the production time.
What can be MTO?
This website has a complete the list and pictures of all designs that can be MTO, you can choose from those designs (cz, blossom, flakes etc.) and you can also choose the colour from the colour chart (please visit a special page for colour charts on our website). The prices become visible during live website events.
When can I buy MTO?
MadeToOrder option is not available all the year round. We only open it during the live events on our website, so you have 3 to 7 days to place your order. The dates of the events are announced on the website and social media ahead of time.
What is a customer card at TrueBeadz?
True Beadz Customer card used to be a physical card with a special number on it. At the moment we ran out of physical cards, but use a virtual promocode instead. A promocode will be sent to you after you place your first order.
How do I use the Customer card?
The code you have (sent to you in a message or embossed on your card) will automatically give you a discount when shopping on our website truebeadz.com THE CODE IS ONLY VALID ON LIVE/STOCK ITEMS
Once you have all the needed beads in your cart, please look for a PROMOCODE field, type in your code in that field, click APPLY and you will see the total amount has changed after the discount was applied. All that is done BEFORE you are transfered to PayPal.
Are there any limits?
According to TRUE BEADZ discount code policy, you can use your discount code all the time but only on the truebeadz.com website on stock/live items
What other discounts can be applied?
From time to time we will provide special discount codes for certain occasions. Each code will have own rules/limits. Please mind that for one order you can only use one code.
I forgot my code, what do I do?
If you placed orders before but don’t have/ forgot/lost your customer code, don’t hesitate to contact us!
If you feel there's something else we should cover, please don't hesitate to email us at firstname.lastname@example.org