$700 off select fine timepieces, code: HAUTE700. SHOP NOW $700 off select fine timepieces, code: HAUTE700. SHOP NOW

Complimentary Shipping and Returns
Love Login
 

HOW CAN WE HELP YOU?

 

We'd love to hear from you!

Our customer support team prides itself in making each and every customer smile every single day.
Happiness Guaranteed. If you don't see the answer to your question below, please feel free to email us at
support@truefacet.com or fill out the form below and we'll get back to you within one business day. We value
every customer and want to make sure we answer all your questions as soon as possible.

Reach Us At

support@truefacet.com
1-800-690-3736
9AM - 7PM EST

Name

Message

 
 

FREQUENTLY ASKED QUESTIONS

 
 

FAQ

 
 

SHOP

Are your items authentic?

Expert gemologists and watch experts will examine the item and any associated documentation to determine if the item is authentic. TrueFacet examines the authenticity of each and every item through a multi-point check authentication process. If any items do not fit our rigorous quality standards, they are not accepted. If you are not satisfied that the item is authentic, simply return it to TrueFacet and we will refund your money to you – no questions asked.  It’s that simple! 

Do items come with original packaging and paperwork?

If available, the original packaging and paperwork will be mentioned in the item description.

What if I don't live in the United States? Can I still make a purchase?

We ship to over 20 countries currently and plan on expanding further in the future. 

Where can I use my store credit and coupons?

You can redeem TrueFacet store credit and coupons by simply going to the "Checkout Page" and entering your "code" in the "Enter your coupon code" field during the final step right before clicking "place order". 

What forms of payment do you accept?

We accept VISA, MasterCard, American Express, and Discover credit cards, PayPal, and also TrueFacet store credit. We also offer financing from Affirm. 

Where can I get my ring size?

Click here to view "Ring Size and Fit". This is also found at the footer of the page and located in the product details page if you're ordering a ring. From here, you can easily print out our ring size fitter and instructions on when to best measure your size.

What if the item doesn't fit?

You can go to your nearest jewelry store to get your item resized, if possible. You can also return or exchange your piece to TrueFacet.

How do you know what each item's retail price is?

Our team of expert authenticators and analysts assess the jewelry and watch market to come up with a fair retail value.

How do I know I'm getting a fair value for my item?

Our team of experts evaluates the market and pieces. We pride ourselves in offering the best fair value for both shoppers and sellers.

Can I get my items insured?

Yes. Your order from TrueFacet comes with a verification document. You can use this document to get your item(s) insured by your homeowners, renters, or 3rd party insurance companies that specialize in such insurance.

Do I need to pay sales tax?

TrueFacet is currently obligated to collect sales tax on orders shipped to addresses in New York state. Each state has individual tax laws that specify what purchases are subject to sales tax. People who live in a state without sales tax won't be charged on goods they have shipped to their home state.

How do I get help if I have questions?

You can always reach us at support@truefacet.com for any questions you may have. If your request is urgent you can call us at 1-800-690-3736 anytime between 9AM - 7PM EST from Monday through Friday, and 9AM - 5PM EST on Saturday and Sunday. 

Where can I use my store credit and coupons?

You can redeem TrueFacet store credit and coupons by simply going to the "Checkout Page" and entering your "code" in the "Enter your coupon code" field. Then click on the "Apply Coupon" button.

SELLING

How can I start selling?

We have two seamless ways you can start selling. 1) List your item(s) for sale or 2) use the consignment concierge service. If listing your item(s), you can easily start listing by creating your own box on TrueFacet. Start listing here. You can also get a personal representative by using our consignment concierge service here.

How does TrueFacet's listing process work?

Listing your item(s) for sale is seamless. Start by going to My Box and click Add Item. Follow the simple steps on the form, get a suggested price (you can change the price before it lists), and submit your item(s) for sale. We will check your item(s) to ensure it fits what we accept for sale and clean up your images. Your item(s) will then list within 24-48 hours!

How does TrueFacet's consignment process work?

We work for you. Simply start by filling out our quick sell form here that lets us know what you want to sell. We then send you a prepaid insured shipping label so that you can safely ship us your jewelry. Once we receive your items, they will be verified by an expert authenticator, refurbished if needed, photographed, optimally priced and uploaded to our site for sale. The whole process usually takes between 7-14 days depending on the item(s) sent. Items that are deemed inauthentic will not be uploaded for sale. If an item is beyond repair it will be returned to the seller. We require that you allow us 180 days to sell your item. If you want it back prior to this you will need to pay a $20 fee so we can cover our costs for appraising and refurbishing your product. Otherwise, we'll ship it free of charge after the minimum holding period. When your item(s) sells, we pay you up to 80% of the resale value - more than anywhere else! We can either pay you by Paypal or check.

How do I know what price I'm getting for the item(s) I want to sell?

If selling by listing your own item, you will receive back 85% of the listing price. If using our consignment service, you receive a price after we verify the item(s).

What happens if I don't like my offer when consigning?

If you aren't happy with your offer you may decline it and have your items shipped back to you for a flat $20 fee.

What happens if my items get lost or damaged while shipping to you?

All packages and shipments are fully insured, so you never have to worry about shipping.  Please make sure to securely pack and double box your items.

How do you choose the prices you pay for items?

Each item is uniquely valued by expert authenticators who is a trained specialist for your piece. We also use a pricing engine that is based on a number of factors which include condition, quality of the stones, metal type, brand and model, comparable market prices, seasonality, rarity, and current trends to ensure you receive the best value. View how pricing works here.

How do you authenticate the items?

Each item we receive is put through an exhaustive multi-point check authentication process by our team of expert authenticators. Our authenticators each have over 10 years of training in jewelry and watches. The authenticators verify the authenticity of each and every item that comes to us and any that do not fit the quality standards or are deemed inauthentic are not accepted.

What happens if I consign items and then request that they be sent back to me?

At any time you can request your items back. When you consign with us, we ask that we hold onto your items for a minimum of 180 days. If you want it back prior to this you will need to pay a $20 fee to cover our costs for appraising and refurbishing your product. Otherwise, we'll ship it free of charge after the minimum holding period.

What happens to items that are not sold?

After 180 days you may request to have your items returned. Otherwise, we will continue to merchandise your items for sale.

How do I get paid?

When your item sells we pay you by Paypal or paper check, based on your preference.

When will I receive my payment?

We pay every 1st and 15th of the month after the 7 day return period. We will process your payment using Paypal or a check - whichever you prefer.

SHIPPING

Do you ship internationally?

At this time we ship to over 20 countries and in the future we plan on expanding further.  An additional charge may be requested depending on your international location.

How quickly do you ship once a purchase is made?

We ship most items within one business day, unless otherwise noted on the item. All TrueFacet Orders are shipped, insured and signature required. All Standard Shipping orders require 3-5 business days for processing. Once the order ships, a shipping confirmation e-mail with a tracking number is sent.

What if I don't live in the United States? Can I still make a purchase?

Yes, just select your country during checkout and if eligible, we would accept the purchase. 

Do you offer free shipping?

Yes! We offer free UPS or FEDEX standard shipping within the United States. 

What shipping providers do you use?

We use UPS and FEDEX.

Do you deliver to Post Office boxes?

At this time we cannot deliver to P.O. Boxes, APO/FPO addresses, and U.S. Territories, including Puerto Rico and Guam.

How do I track my order?

Once the tracking details are available you will receive tracking confirmation via email.

RETURNS & EXCHANGES

I saw that you offer 7-day full refund. What does this entail?

To request a return please e-mail support@truefacet.com with your order # and reason for return within 7 business days from receiving your order. You will receive a pre-paid, insured shipping label with return instructions 24-48 hours after the request is received. Once you receive the pre-paid label, the item must be shipped back within 3 days or the return request will expire. Also, it must be returned in the same condition that it was delivered to you.

How do I get a prepaid return shipping label? Is it insured?

Email us at support@truefacet.com and we’ll send you an insured prepaid shipping label for your return.

Have you received my return?

We process returns as soon as we get them and will email you a confirmation afterward. You can also check on your shipment with your tracking number, found in the same email as your return label.

Do I have to pay for return shipping?

Nope it's on us. We offer free return shipping as long as it’s postmarked back to us within 3 days of when you received your return pre-paid insured shipping label.

How will I be refunded?

We will process the refund by the same method you used to make payment. If you used a credit card, we will process the refund to that same credit card. If you prefer, we can also give you store credit.

I have items to return from multiple orders. Can I send them together in the same box?

Yes of course. Just make sure you check off each item you're sending back on the return slip.

I used a coupon or store credit when I originally made my purchase. Will I get this back if I make a return?

All of our coupons are for single use only unless otherwise specified. If you return an item that you purchased with a coupon, that coupon will not be valid for use again. On the flip side, store credit will be refunded if an item is returned just like any other order via credit card or Paypal.

OTHER

Where can I send any comments, concerns, or feedback?

We love to hear from our customers, anytime day or night, so feel free to send your thoughts to support@truefacet.com.

Do items come with original packaging and paperwork?

If available, the original packaging and paperwork will be mentioned in the item description.

How do I change my account information (billing, shipping, etc)?

To change any of your account information, just go to your Account page and locate the "Account Settings" tab. Here you can make any necessary changes to your personal information.

I can't log into my account and can't remember my password, what do I do?

You can try resetting your password here. Just click this and it will email you a password reset code. If you don't receive it please check your spam folder. If that doesn't solve it, feel free to contact us at support@truefacet.com.

I just placed an order and I need to cancel it!

Just email us at support@truefacet.com and we'll cancel your transaction right away!

Do you have gift cards or certificates?

Unfortunately not at the moment, but we will in the future. Stay tuned!