The questions we are asked most often, answered properly. If yours is not here, write to support@teelabpro.com and we will answer it — and probably add it to this page.
Products and Materials
Are your lab-grown diamonds real diamonds?
Yes. A lab-grown diamond is chemically, physically and optically identical to a mined diamond — pure crystallised carbon in a diamond lattice. Only a gem laboratory can tell the two apart, by analysing trace elements. It is not a simulant such as cubic zirconia or moissanite, which are different materials that merely look similar.
What is the difference between lab-grown, lab-created, man-made and synthetic diamonds?
Nothing at all. They describe the same product. We prefer the term lab-grown because synthetic wrongly suggests an imitation, and an imitation it is not.
Is your silver real silver?
Yes. Everything described as silver is 925 sterling silver — 92.5% pure silver alloyed with copper for strength — and it is stamped S925 or 925. Pieces are rhodium-plated where noted, which gives a bright white finish and slows tarnishing.
Will my silver turn my skin green or black?
Sterling silver reacts with air, moisture and sulphur, and darkens as it tarnishes. Tarnish is a surface layer, not damage, and it polishes off with the cloth included in your box. Rhodium plating slows the process considerably. Oily or acidic skin, and some cosmetics, speed it up. If plating wears through after long daily wear — typically 12 to 24 months — we offer a re-plating service.
Are the stones graded?
Loose stones from 0.50 ct come with an independent IGI or GIA report. Smaller stones and silver-set stones are graded in-house on the same scale, and the grade is printed on the authenticity card in your box.
Certification and Authenticity
How do I verify my certificate?
Every report carries a unique number. Enter it in the report-check tool on igi.org or gia.edu and the stone’s full details will appear. If they do not match your paper certificate exactly, contact us immediately.
Does every order come with a certificate?
Every order includes an authenticity card showing the metal, the stone type, the carat weight and the grade. A full independent laboratory report is provided for loose diamonds from 0.50 ct. If you would like a report on a smaller stone, ask us before ordering — it is usually possible for a small fee and a few extra days.
Can the certificate be issued in my name?
The report is issued for the diamond, not for the owner, so it does not carry a name. Your invoice is the document that proves purchase, and you should keep both.
Sizing
How do I find my ring size?
See our Ring Size Guide for two methods — measuring a ring you already own, and measuring your finger with a strip of paper. Measure at the end of the day, when fingers are at their largest, and measure two or three times.
What if I order the wrong size?
We resize once free of charge within 60 days of delivery, on rings where the setting allows it. If we are resizing, we pay the return postage. If you simply changed your mind and the ring is unworn, the standard 30-day return applies instead.
Do you make half and quarter sizes?
Half sizes from US 3 to US 13 are standard. Quarter sizes, and sizes below 3 or above 13, are available on request — write to us before ordering.
Can every ring be resized?
No. Full-eternity bands, some pavé styles and designs with stones running all the way around the band cannot be resized without damage. If you are unsure, ask us before you order and we will tell you honestly.
Orders
How long before my order ships?
Ready-to-ship pieces leave within 1–2 business days. Made-to-order pieces take 3–5 business days. Engraved or fully custom pieces take 5–7 business days. You will receive a tracking number by email as soon as the parcel leaves us.
Can I change or cancel my order?
Yes, provided it has not been dispatched. Email orders@teelabpro.com as soon as you can with your order number. Once a parcel is in the carrier network we cannot recall it, but you can still return it under our returns policy.
Do I need an account to order?
No. Guest checkout is available. Creating an account simply makes it easier to track orders and to find your certificates later.
Shipping and Customs
Do you ship worldwide?
We ship to most countries and territories. A small number of destinations are unavailable because of carrier limitations or international sanctions, and the checkout will not offer them.
How do I track my parcel?
A tracking number is emailed when your parcel leaves the workshop. Allow up to 48 hours for the first scan to register. If tracking has not moved for ten days, contact us and we will chase the carrier on your behalf.
Will I have to pay customs duty or import tax?
Possibly. Import duties, VAT and carrier handling fees are set by your own country and are the responsibility of the buyer. We declare the true commercial value of the goods on the customs form — we cannot mark parcels as gifts or under-declare their value, as that is illegal. See Shipping & Delivery for the typical thresholds in the EU, UK, US, Canada, Australia and Japan.
What happens if my parcel is lost?
Contact us. Standard delivery can legitimately take up to 18 business days. If a parcel has not arrived within 30 business days of dispatch, we will replace or refund it at our cost — that is our risk, not yours.
Payment
How can I pay?
PayPal, or a credit or debit card — Visa, Mastercard, American Express and Discover — processed securely through PayPal. You do not need a PayPal account to pay by card.
Is my payment information safe?
Card details are handled entirely by PayPal. They never reach our server, we never see your card number, and we will never ask for it by email or chat.
Which currency will I be charged in?
Prices are set in US dollars. Depending on your bank or card issuer, you may be billed in your local currency at their exchange rate, and a foreign transaction fee may apply.
Returns, Warranty and Care
What is your return window?
30 days from the day of delivery, for unworn items in their original packaging with the authenticity card.
Who pays the return shipping?
You do, unless the item is faulty or we sent the wrong one — in that case we cover the cost in full.
Can I return an engraved or custom piece?
No. Personalised and made-to-order items cannot be returned unless they are faulty or not as described, because they cannot be resold.
What does the warranty cover?
Twelve months from delivery against manufacturing defects: a loose or fallen stone, a failed clasp, a broken link, a plating defect, or a sizing error on our part. It does not cover accidental damage, loss or theft, normal wear and tear, or damage from chemicals and cleaning products.
How should I clean my jewelry?
Warm water, a couple of drops of mild dish soap and a soft toothbrush. Rinse in a strainer so nothing goes down the plughole, then pat dry with a lint-free cloth. Full instructions are in our Jewelry Care guide.
Still Stuck?
Write to support@teelabpro.com with your question, and your order number if you have one. We answer every message ourselves, usually within one business day.