Frequently asked questions

Tearstones is an online store for loose white lab-grown diamonds and fine jewelry, with a bespoke service for developing a piece around your ideas. Whether you are choosing for yourself or giving a gift, you can begin with a stone or a finished design. Tearstones is operated by QCODE LLC.

It expresses our aim to give you more room to find a stone or piece that fits your taste and budget. Our product pages show prices and the specifications of each available option, so you can compare the shape, carat weight, diamond grade, metal and design that matter to you. If you need help understanding an option, ask us before ordering.

Please shop through our online store at tearstones.com. Our US business address is a mailing address, not a retail showroom or an authorized jewelry return address. Email support@tearstones.com if you need help choosing a piece or arranging an authorized return.

Yes. Email support@tearstones.com with the exact stones or jewelry pieces, specifications and quantities you need. We will review the request and confirm availability and any applicable quotation and terms. Wholesale pricing is assessed for the particular request rather than promised as a fixed discount on every online order.

Email support@tearstones.com. For an existing order, include your order number and a short description of what you need. For a design inquiry, share your idea, preferred stone or metal, and any reference images you would like us to consider.

Yes. Lab-grown diamonds are diamonds grown in a laboratory, with essentially the same chemical composition, crystal structure and physical properties as natural diamonds. Their origin is different. They are also different from diamond simulants such as moissanite and cubic zirconia.

Check the description and selected options on that product page for its stone, metal, carat weight and other stated specifications. Materials and available options vary by design. If a detail you need is not listed, email us before ordering so we can confirm it for the exact piece.

Every loose lab-grown diamond is supplied with its corresponding IGI grading report. For jewelry, main-stone IGI reports are available on request; contact us before ordering to confirm the reports for your selected piece. This does not mean every accent stone carries an individual report. A sample report shown on a product page is a reference, not the report for your selected stone.

Compare the shape, carat weight, color and clarity shown for the available options, then consider the proportions and budget you prefer. For jewelry, check whether a stated weight refers to a single stone, the main stone or the combined stones. Contact us if you would like help comparing the specifications of particular options.

Lighting and screen settings can affect how color and sparkle appear. The product description and the specifications you select define the item you are ordering. If you are unsure about a color, proportion or detail, contact us before payment so we can clarify it.

Choose your US ring size in the size selector before adding the ring to your order. Confirm your size before paying. If you are unsure of your size or need an option that is not shown, email us about the exact design before ordering.

Please contact us about the specific piece before ordering or arranging any alteration. We will confirm whether the requested change is possible and whether a quotation or revised timing is needed. Do not assume resizing or other fit adjustments are included free of charge.

Stone choices depend on the design, and many pieces have fixed stone specifications. Follow the options and details on the exact product page; a selectable metal or ring size does not mean every diamond can be changed. If you want a stone or grade that is not offered, contact us about a separate bespoke request. We must confirm feasibility, specifications, price and timing before you order the change.

Send us your idea and the changes you have in mind before ordering. We will discuss feasibility and agree the design, materials, specifications, price and timing before production. A reference image helps explain your idea, but the final written specifications are what you approve. Engraved, bespoke and customer-modified items are excluded from personal-reason returns.

No. Standard made-to-order jewelry uses an existing design and the options offered on its product page. Bespoke jewelry involves an individually agreed design or customer-requested modification. Standard made-to-order pieces remain eligible for our conditional 30-day personal-reason return policy; making a piece after you order does not by itself make it non-returnable.

For a bespoke project, we agree the approval steps with you in advance. CAD drawings, renderings or completion photographs are supplied where they are included in that agreed process; they are not included with every order. We will not treat silence as approval of a material change.

Register or sign in to your customer account, then enter TEARSTONES at checkout. The code gives eligible customers with no previous orders 15% off products. It can be used once per customer, has no minimum purchase amount and cannot be combined with other discounts.

Make sure you are signed in, have no previous orders and have not already used this first-order offer. Remove any other discount, then check that the code is entered as TEARSTONES. If it still does not apply, contact support@tearstones.com before paying so we can help check your eligibility.

Prices are in US dollars. Full payment is required when ordering, and Tearstones does not offer installment payment plans. Shipping and applicable checkout charges are shown before payment. Import duties are separate and are paid by the buyer.

Email support@tearstones.com as soon as possible with your order number and the requested change. Changes to a design or specification may require a new quote and revised preparation time. Address changes after courier handover cannot be guaranteed; we will ask for your agreement before any proposed additional carrier charge.

You may cancel within 24 hours of placing the order for a full refund, with no cancellation fee. After 24 hours, change-of-mind cancellations are not accepted. Email support@tearstones.com with your order number and the items to cancel. The window uses elapsed hours, including weekends and holidays, and eligibility is based on when we receive your request.

A full refund is available within 72 hours of ordering if production has not started. After 72 hours or once production begins, cancellation before dispatch may involve documented, non-recoverable actual net losses, capped at 30% of the canceled jewelry's price after discounts. We provide an itemized calculation and deduct nothing if there is no net loss. Once dispatched, a change of mind is handled under the return policy. Email us promptly with a clear cancellation request; eligibility uses the time we receive it.

Yes. The US$800 free-express-shipping threshold is based on the merchandise subtotal after discounts. For example, a US$900 eligible first order less the 15% TEARSTONES discount becomes US$765, so US$80 shipping applies: US$845 for merchandise and shipping before any applicable taxes or import duties. At exactly US$800 after discounts, express shipping is complimentary.

We currently ship to the United States. Orders are dispatched internationally from China using express couriers. Our US business mailing address is not a shipping origin or an authorized return address.

Express shipping is complimentary when your merchandise subtotal is 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. Complimentary shipping covers the shipping charge only; import duties remain the buyer's responsibility.

Loose diamonds and gemstones require 1–2 business days of preparation; jewelry requires 7–20 business days. Express transit to the United States is then estimated at 3–5 business days after courier handover. Preparation and transit are separate stages. Business days exclude weekends and applicable public holidays. Customs and carrier delays can extend delivery, and a bespoke project may have a separately agreed schedule.

Each item keeps its stated preparation window. We will split the shipment without an extra shipping charge when needed to meet those windows, unless a different schedule has been clearly agreed with you. We do not automatically hold loose stones until the jewelry is ready.

No. The buyer pays import duties, including on orders with complimentary shipping. Any sales tax collected at checkout is separate from import duties. Customs authorities assess the amount, and we do not promise a fixed charge or duty-free entry. Please respond to legitimate customs or courier requests; contact us if you need help with shipment documents.

We provide tracking after dispatch. Contact support@tearstones.com if tracking stops updating or you are concerned about delivery. If we cannot dispatch within the preparation period promised for your order, we will notify you, explain the revised timing and provide the required option to cancel unshipped items for a full refund.

Loose diamonds, loose gemstones and standard made-to-order jewelry are eligible for personal-reason returns requested within 30 calendar days after delivery, subject to our return conditions. We deduct 30% of the returned item's price after discounts, and you pay return shipping. The 30-day deadline is for submitting your request, not for the parcel to reach us. Engraved, bespoke and customer-modified items are excluded from this voluntary policy.

It is 30% of the returned item's price actually paid after discounts, excluding shipping and taxes. For example, an eligible item bought for US$1,000 after discounts has a US$300 return fee and a US$700 merchandise refund; return shipping is paid separately by the buyer. This fee is separate from a pre-dispatch cancellation deduction, and both are not charged on the same item for the same transaction.

Email support@tearstones.com with your order number and the items you wish to return before sending anything. We will provide the correct address and instructions. For a personal-reason return, the item must be in its original condition, without wear, damage or alteration, with its accompanying certificates, accessories and packaging. Our published business address is not an authorized return address.

Email us with your order number, a description and clear photos or video where available. Please report visible delivery issues within five days where reasonably possible and keep the packaging. We will assess the issue and explain the appropriate repair, replacement or refund. The personal-reason return fee does not apply to a qualifying remedy, and we cover necessary authorized shipping for confirmed covered issues. The five-day request does not remove rights for defects discovered later.

Contact support@tearstones.com with your order number. We will review the tracking and delivery evidence with the courier; a delivered scan does not automatically close your claim. Confirmed non-delivery for which you are not responsible qualifies for a full refund of the affected order or items.

Refunds go to the original payment method. For an eligible return, we inspect the item and initiate the refund within seven business days after receiving it. For an eligible cancellation, we initiate the refund due within seven business days after receiving the request. If no return is required, we initiate the refund within seven business days after agreeing the remedy. Shorter legal deadlines take precedence, and your payment provider may need additional time to display the credit.

Our limited warranty covers jewelry for one year from the original delivery date, including gifts with proof of purchase. It covers qualifying defects in materials or workmanship, including craftsmanship-related stone tightening and prong-tip repair. Approved parts and labor are free, with necessary authorized shipping covered for confirmed covered defects. It does not apply to separately purchased loose stones. Contact us before arranging service; paid work outside the warranty requires your agreement.

Loss or theft of jewelry, accidental damage, misuse, extreme wear, and routine scratches or tarnishing are not covered services. Main-stone loss or damage is generally excluded, but remedies remain available if a proven materials or workmanship defect caused it. Third-party repair does not automatically void the warranty; damage demonstrably caused by that work may be excluded. Contact us so we can assess the specific issue.

Avoid impacts and remove jewelry before activities that could damage it or expose it to harsh chemicals. Store pieces separately to reduce scratching and follow the care guidance for the specific metal, stone and any disclosed treatment or coating. Do not assume steam or ultrasonic cleaning is suitable for every piece. If unsure, ask us before cleaning, and have a qualified professional assess a loose stone before setting it.