Top Customer Questions
How do I redeem Encircle Points?
Offline Redemption: While making purchases at Tierra Diamond, Tierra Fine Jewelry outlets, provide registered mobile number to the cashier before final billing to redeem points. Available points can be redeemed at the will of the customer at the store. Points will be credited only when the membership number is provided while billing or check out.
Online Redemption: Encircle redemption is applicable only for login/sign users. After the OTP verification, the user can redeem available encircle points.
Do I need to pay shipping / delivery charges?
There are no shipping/delivery charges within US, Singapore, Vietnam. For information on shipping charges for international orders please see the Shipping and Handling Charges section.
Can I send gifts to my loved ones?
Yes, you can send any of the products available on www.tierrajsc.com as gifts to your loved ones along with a personalized message.
What happens if my order is lost in transit?
In the unlikely event that an order gets lost during transit, we wait for 15 days to track your lost order and if we are still unsuccessful, then we process your refund through the payment mode that you had opted for at the time of placing the order.
Questions on Cash On Delivery (COD)
1. What is cash on delivery payment option?
Cash on Delivery is a mode of payment provided by Tierra where you can pay in cash upon the receipt of your product. We do not take any advance payment for COD orders.
2. Is Cash on Delivery available for an international shipping address?
No, cash on delivery service is available only for addresses within Singapore, Vietnam, United States.
3. Is there any extra charge to be incurred due to Cash on Delivery?
We do not charge any extra amount for COD service.
4. Which products are eligible for Cash on Delivery?
All the products featuring on www.tierrajsc.com are available for COD, except gift cards/gift vouchers and helmets.
5. Is there any limit on the cart value for me to order as COD?
Currently, orders of cart value between $50 US to $5,000 US for selected postal code addresses within USA, Singapore, Vietnam are eligible for COD service.
6. Can I place as many orders as I wish by way of COD?
No, you can place a maximum of 3 COD orders in a day.
7. Which pin codes are eligible for Cash on Delivery?
We support cash on delivery everywhere in the United States, Singapore, and Vietnam.
8. How will I receive my refund?
In the case of COD, the amount can be refunded either through cheque or online transfer as NEFT (National Electronic Fund Transfer). The mode of refund depends on the customer’s choice:
A) If the customer provides a cancelled cheque with the returned product then the refund can be made within 7-15 working days & amount will be refunded directly into customer’s account through online transfer as NEFT.
B) If customer doesn’t provide any cancelled cheque then amount will be refunded through cheque on customer’s name only, which will be sent by courier at the address provided by customer at time of registering/placing the order. It may take up to 30 working days.
9. What are the other terms and conditions for Cash on Delivery?
Once the order is placed successfully, there will be a confirmation call from our support center for validation of order. If the confirmation call is unanswered we reserve the rights to cancel the order. The order amount should be paid in full at the receipt of the product. The package can be opened only after making the payment. Please note that partial order can’t be delivered.
10. How do I cancel my order if I have ordered through Cash on delivery?
You need to call the customer care on 1800-266-0123 or email us at support@tierrajsc.com to cancel your order, but note that the order can be cancelled only before shipping.
11. What are the acceptable currencies for a COD order?
Our delivery partners will only accept Us Dollars. Denominations of $50 US and $5,000 US which are deemed illegal as on 9th November 2016 will not be accepted
Order & Shipping
How can I know the status of my order?
All users have the option to track their orders by clicking on Track Order. The user has to enter the email address used while placing the order and the order number to track the order.
Registered users can Signin and track their orders from order history section in the account page.
What happens if my order is lost in transit?
In the unlikely event that an order gets lost during transit, we wait for 15 days to track your lost order and if we are still unsuccessful, then we process your refund through the payment mode that you had opted for at the time of placing the order.
I live outside Singapore. Can I order for something to be delivered outside?
Yes, you can order for something to be delivered outside as long as you provide a valid shipping address. To check whether we deliver to your desired area/city kindly enter your postal code in the product page/shopping cart page/checkout page.
Do I need to pay shipping delivery charges?
There are no shipping/ delivery charges within Singapore, United States, Vietnam. For information on shipping charges for international orders please see the Shipping and Handling Charges section under Shipping Policy section
How soon will I receive my order?
The time taken for delivery tends to vary according to the destination; however, we make our best efforts to ensure that the domestic order is delivered within 5-7 working days of you placing the order. For international orders please see the Time to Deliver section under Shipping Policy section.
Express delivery
Express Delivery option available for select pincodes for select cities (New York, Washington, Singapore, Hanoi, Ho Chi Minh City) for select products
Under this option the product will be delivered the next day subject to the condition that the order is placed by 2PM.
Orders placed after 2 pm for NDD (Express Delivery) postal code will follow the TAT of T+2 days, and for other postal code it will follow a regular TAT of 5/7 days for domestic orders. It is not applicable for International Orders as it will continue to follow the TAT of T+15 days.
If there is a public holiday or Sunday, the TAT for express delivery will extend by another day.
Customers are advised to expect the delivery by the date mentioned under Express delivery option.
Do we need to show any ID Proof?
Certain Logistic partners may request for an ID proof while delivering the shipment. When the original recipient is not available and the shipment value is high, the delivery agent may request for ID proof from whomever is collecting the shipment at the mentioned address on behalf of the customer. This is to ensure correct and safe delivery of the product.
Exchange & Return
How can I cancel my order?
Orders once placed can only be cancelled prior to shipment.
In case I change my mind about the size picked up, can I replace the
Yes, it is possible to return the unused product and order for a replacement. Please refer to the Return Policy for details.
Please note that returns/replacements are not applicable for International Orders. Although there are few exceptions. To know further about it kindly refer to the International Order section of Return Policy
What do I do if I receive the wrong product?
You can call us on 1800-3535-800 and write to [email protected] to report the incident and cancel the order. If you want to return the product, please do not use it. We will arrange for the pick-up of the unused wrong item from the provided address through our logistic partner and arrange for the refund. For more details, refer to the Return Policy section.
For international orders, please check the International Order section under Return Policy.
The product that I received was damaged and I want to return it. What do I do?
In the unlikely event that the product delivered is in damaged condition, you can return the product unused and in the same condition as you received it, in its original packaging, along with the invoice for a refund. We will arrange for the order to be collected from the provided address through our logistic partner and returned to us. Please refer to Return policy for details.
Call us on 1800-3535-800 or write to support@tierrajsc.com within 7 days of receipt of the product to report the incident.
For international orders, please check the International Order section under Return Policy.
What is the return policy?
You can return the product unused and in the same condition as you received it, in its original packaging, along with the invoice for a refund. We will arrange for the order to be collected from the provided address through our logistic partner and returned to us. We shall process the refund only after the receipt of the product at our location in unused condition and in its original packaging along with its original tags and invoice, failing which refund may not be possible. Please refer to Return policy for details.
For International Orders, please check the International Order section under Return policy.
Do I need to pay for the return shipment if I return my order?
We will arrange for the return shipment to be collected and you do not need to make any payment for the courier.
For International Orders, please check the International Order section under Return policy.
Are there certain products which are not eligible for return?
We are committed for ensuring, full customer satisfaction, security and customer assistance with respect to the products available on our website. However, if you are not happy with the product, you can choose to return the product unused and in the same condition as you received it.
How do I return my order?
The order can be returned within 30 days from the date you received the product. You need to email us at support@tierrajsc.com stating that you want to return the product. The contact details of our logistic partner will be shared with you. You need to co-ordinate with them for return shipping. Take the following step:
a) Fill the ‘Return Form’ which you must have received with the product or download the Return Form from www.tierrajsc.com & fill the details in it. To download the “Return form” kindly Click Here
b) Pack your order in original packaging and mention your name, order number and mobile number.
c) Enclose the original invoice, guaranty/warranty card & other tag, if any.
d) Our logistic partner will pick this package from you.
e) Post inspection, only after we get a go ahead from the QA (quality assurance) team the refund process will be initiated.
For International Orders, please check the International Orders section under Return policy.
