Orders, Custom Jewelry & Care
Can I return an item for personal reasons
Loose diamonds, loose gemstones and standard made-to-order jewelry may be returned for personal reasons if requested within 30 calendar days after delivery, subject to the return conditions in our Refund Policy. A fee of 30% of the returned item's price after discounts applies, excluding shipping and taxes, and the buyer pays return shipping. Engraved items, bespoke designs and items modified at the customer's request are excluded from personal-reason returns and exchanges. Standard made-to-order production alone does not create that exclusion. These rules do not remove remedies for defective, damaged, incorrect or qualifying undelivered goods, the jewelry warranty or mandatory consumer rights.
Contact support@tearstones.com before shipping a return. The 30-day period is for submitting the request; it is separate from the cancellation windows below. See our Refund Policy for return condition requirements, instructions and refund timing.
Can I cancel
For loose diamonds and loose gemstones, request cancellation within 24 hours of placing the order for a full refund. After that window, change-of-mind cancellation is not accepted.
For jewelry, a full refund is available within 72 hours if production has not started. After 72 hours or once production has started, a pre-dispatch cancellation may be subject only to reasonable, documented, non-recoverable actual net losses directly caused by cancellation, capped at 30% of the cancelled jewelry's price after discounts, excluding shipping and taxes. We provide an itemized calculation, deduct costs saved and recoveries, and charge nothing if there is no such net loss. Once dispatched, jewelry cannot be cancelled for change of mind.
Email support@tearstones.com with the order number and a clear request. Eligibility uses the time we receive it. Exceptions for product faults and delayed dispatch are explained in the refund policy.
When will my order arrive
Loose stones require 1–2 business days of preparation. Jewelry is handmade to order and requires 7–20 business days of preparation. After dispatch, international express transit to the United States is estimated at 3–5 business days. Customs or carrier delays may extend transit. These are separate stages. Items with different preparation times retain their stated dispatch windows; we split the shipment without an extra charge if needed, unless a different schedule is clearly agreed under the shipping policy.
How much is shipping
Shipping is complimentary for a merchandise subtotal of US$800 or more after discounts. Below US$800, shipping is US$80 per order. Shipping charges, taxes and import duties do not count toward the threshold.
Are import duties included
No. Import duties must be paid by the buyer, including on orders with complimentary shipping. Failure to clear customs or an unjustified refusal that breaches the order obligations may result in deduction of reasonable documented net losses, as explained in the shipping policy.
How do custom specifications work
Review the selected metal, stone, size and other specifications before paying. Standard made-to-order jewelry follows the options confirmed in the order. A separate bespoke request may require written specifications, design approval and a quotation before production.
For a bespoke project, we will identify the design or specifications you are approving and agree on the payment and preparation schedule. A later requested change may require a new quote and revised timing. A reference picture alone does not replace an agreed specification.
Where an additional photograph or design approval is agreed for your order, respond promptly so that delivery can be arranged. We will not treat your silence as approval of a material change.
Do you offer installments
No. Payment is due in full. Tear Stones does not offer installment payment plans.
How do I report a problem
Email support@tearstones.com with the order number, a description and photographs or video where available. Please report visible delivery issues within five days where reasonably possible. This reporting request does not remove rights for later-discovered defects or under the jewelry warranty.
Contact us before returning anything. We will provide the appropriate address and shipping instructions if a return is required.
What if I have already disputed a payment
Please tell support@tearstones.com where possible so that we can coordinate the appropriate refund route with the payment provider and avoid duplicate credits. We do not require you to waive lawful dispute rights or withdraw a good-faith dispute as a general condition of a refund you are legally entitled to receive.
We review the actual dispute and may submit relevant order, payment, production, delivery, communication and refund records as described in our Terms of Service and Privacy Policy. A provisional bank credit is not necessarily a final refund. We must take the effective refund action required of us within the applicable deadline; merely replying or submitting defense evidence is not a refund. The bank's investigation and account-posting time remain outside our control and do not suspend our own obligations.
The 30% personal-reason return fee and the jewelry cancellation deduction capped at 30% are separate rules, are not charged together on the same item for the same transaction, and are not chargeback penalties. A good-faith payment dispute does not itself trigger customs-loss deductions or remove otherwise valid warranty rights. Deliberately false statements, fabricated evidence and attempts to obtain duplicate reimbursement are addressed under the fraud-prevention provisions in our Terms of Service.
What is the jewelry warranty
Jewelry has a one-year limited warranty from delivery. It includes craftsmanship-related gemstone inspection, tightening and prong-tip repair, and assessment and repair of other covered material or workmanship defects. See the complete jewelry warranty for coverage, exclusions, shipping arrangements and the claim procedure.
How should I care for jewelry and stones
Avoid impacts and remove jewelry before activities likely to cause damage or expose it to harsh chemicals. Store pieces separately to reduce scratching. Follow care information for the specific metal, gemstone and any disclosed treatment or coating.
Do not assume every gemstone or setting is suitable for steam, ultrasonic cleaning, heat or chemical cleaners. If you are unsure, contact us before cleaning. Ask a qualified professional to assess a loose stone before setting it. Care guidance does not excuse a manufacturing defect or inaccurate product information.