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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

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FREQUENTLY ASKED QUESTIONS

 
 

FAQ

 
 

SHOP

Are your items authentic?

TrueFacet examines the authenticity of each and every item through a multi-point check authentication process. GIA certified gemologists and watch experts will examine the item and any associated documentation to determine if the item is authentic. If any items do not fit our rigorous quality standards, they are not accepted. If you are not satisfied that the item is authentic, return it to TrueFacet and we will refund you.

Do items come with original brand packaging and paperwork?

TrueFacet is a pre-owned marketplace, so not all items come with original packaging and paperwork. Each listing provides information on whether the original packaging and paperwork are available. Items that do not have the original package will be shipped with a TrueFacet watch or jewelry box. All items come with a TrueFacet Report as part of our authentication process.

If I don't live in the United States, can I still make a purchase?

Yes, we ship internationally. International shipping fees will apply and there may be country specific import taxes and duties.

Where can I use my store credit and coupons?

You can redeem TrueFacet store credit and coupons by going to the "Checkout Page" and entering your coupon code in the "Enter Your Coupon Code" field during the final step, right before clicking "Place Order." Please note, coupon codes are single use and cannot be combined with other promotions or offers.

What is a trade-in and how does the process work?

Our trade-in program provides an easy way for shoppers to change or upgrade their collection. We provide a competitive trade-in value in TrueFacet credit. Please note that the value offered on trade-in items is linked to the item you want to purchase. It is also different than the value of consigned items since you get the credit immediately for trade-ins. Items that are traded in cannot be returned to you as they may have already been purchased by a new shopper.

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. 

What is financing from Affirm and how does it work?

TrueFacet partners with a third-party company Affirm, which offers 3, 6, &12 months of financing. Simply choose Affirm as your form of payment during checkout, and you will get re-directed to their site once the checkout process is complete to see your personal financing options. If you do not like your options, you don’t have to complete the order. For more information on Affirm, please refer to their FAQs

Where can I get my ring size?

Click here to view "Ring Size and Fit". Print out the instructions and ring size fitter to accurately measure your ring size. This fit guide is also found at the footer the TrueFacet webpage or located in the product details page if you're ordering a ring.

What if the item doesn't fit?

Please contact our concierge associates to help you find the best option for your particular item. Some items are easy to resize while trying to resize other pieces may impact the integrity of the material or design. Some items cannot be resized and any resizing will make it final sale. You can return or exchange your item to TrueFacet if it doesn’t fit.

How does TrueFacet determine the resale price of each item?

Our team of experts assess the jewelry and watch market to calculate a fair resale value. We use millions of data points from the market to determine pricing so that buyers and sellers receive a fair price.

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

Our team of experts evaluates the market and specifications of the pieces. We pride ourselves in offering the best fair value for both buyers and sellers by analyzing millions of data points from the market.

Can I get my items insured?

Yes. Your order from TrueFacet comes with a TrueFacet Report. You can use this document to get your items covered by your homeowner’s or renter’s insurance policy. Or you can bring it to a third party insurance agency that specializes in fine jewelry and watch 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 which 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 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 apply TrueFacet store credit and coupons by simply going to the "Checkout Page" and entering your coupon code in the "Enter your Coupon Code" field. Then click on the "Apply Coupon" button.

Does my purchase come with a warranty?

Generally never worn watches come with a 2-year warranty. Pre-owned watches (excluding vintage) come with a 1-year warranty. The specific details are available on the item’s listing page. Jewelry does not come with warranty, but we are happy to help with light repairs.

What does custom, refinished or aftermarket mean in the item description?

Some pieces are customized with additional elements by a jeweler or watchmaker after the original purchase. Please note items that have been customized cannot be serviced by the original manufacturer.

SELLING

How can I start selling with TrueFacet?

TrueFacet offers two easy ways to sell: consign or list.

To consign with TrueFacet, complete a quick Consignment Request Form here and our concierge associates will be in touch with a prepaid insured shipping label. Simply drop your items in the mail and we’ll take care of the rest, including professionally photographing and listing your item.

To create your own listing, click here. Write a product description and upload photos of your items. Your listing is then reviewed by our team before it goes live on our site.

How does TrueFacet's consignment process work?

To consign with TrueFacet, complete a quick Consignment Request Form here and our concierge associates will be in touch with a prepaid insured shipping label. Then simply drop your items in the mail.

Once your package arrives at our offices, we will confirm the receipt of your items via e-mail. Our team of authenticators will appraise your items and provide a free valuation which you can approve or decline. After you approve, we will professionally photograph and list your items on TrueFacet. The complete consignment process typically takes 5-7 days, from the receipt of your item.

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 the 180 days, there is a $20 fee so we can cover our costs for appraising and shipping. Otherwise, we'll ship it free of charge after the minimum holding period.

How does TrueFacet's listing process work?

To create your own listing, visit here. Write a product description and upload photos of your items. Your listing is then reviewed by our team before it goes live (typically within 48 hours).

How do I know what I’m earning for the items I want to sell?

If you’re selling through our consignment program, our team of authenticators will appraise your items and provide a free valuation which you can approve or decline. Valuation and earn rate is based on several factors including brand, model, condition, and available supply. You can earn up to 75% of the sale price. You do not have to work your way up to a higher commission rate. Our sales and promotions don’t affect your sale price. If you list with TrueFacet, you can earn up to 85% of the sale price.

What happens if I don’t approve my offer price when consigning?

We will return your items and require a flat-rate $20 shipping fee to send your items back.

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

All shipments are fully insured, so, in the unlikely event your item is lost or damaged, you will be fully compensated. To avoid potential damage, securely pack your items with bubble wrap or tissue paper and double box your items with two shipping boxes.

How do you determine the listing price for items?

Every consigned item is valued by an expert appraiser. We also use a pricing engine that is based upon millions of data points including brand and model, comparable market prices, rarity, seasonality, metal type, condition, and quality of stones. We value transparency so-- whether you’re consigning or shopping with TrueFacet-- you know you are receiving the best value for your item.

How do you authenticate the items?

Every item we receive goes through an extensive authentication process, conducted by our team of experts. Our authenticators each have over 10 years of training in valuing watches and jewelry. Any items that do not fit our rigorous quality standards or are deemed inauthentic are not accepted by TrueFacet.

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

You can request your items back at any time. The minimum consignment holding period is 180 days. We can return your items before this end date and require a flat-rate $20 shipping fee to send your consigned items back.

If, after 180 days, you request your items back, we will ship it free of charge.

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?

Once your item sells, TrueFacet pays out by mailed check, PayPal or TrueFacet shopping credit, based upon your preference.

When will I receive my payment?

Payments are sent via check or PayPal on the 1st and 15th of the month, after the 7-day return policy from receipt of the item has expired.

SHIPPING

Do you ship internationally?

Yes, we ship internationally. All orders below $2,000 USD are subject to international shipping fees, except Canada. There may be country specific import taxes and duties.

How quickly do you ship once a purchase is made?

We ship most items within five business day, unless otherwise noted on the item. All Standard Shipping orders require 3-7 business days for processing. Select items are eligible for expedited shipping. All TrueFacet orders are insured and a signature is required to ensure you receive the item safely. Once the order ships, a shipping confirmation e-mail with a tracking number is sent.

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 tracking details are available, you will receive tracking confirmation via email and a link to track your package through text or Facebook Messenger.

RETURNS & EXCHANGES

What is the refund policy and what does this entail?

All returns must be made within 7 business days of receipt and must be in the same condition as it was delivered to you with all security tags and stickers intact. 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 an insured shipping label (via email) with return instructions 1-2 business days after the request is received. Once you receive the label, the item must be shipped back within 3 days or the return request will expire.

Have you received my return?

We will email you a confirmation once we have processed your return. You can also check on your shipment’s tracking number which is found in the same email as your return label. Please keep your shipment receipt for your record.

Do I have to pay for return shipping?

We provide complementary shipping for returns.

How will I be refunded?

We will refund you via the same method you used to make the purchase. 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. Please inform us of all items being returned. And make sure your items are in the same condition as received and meet the return eligibility.

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

All 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. However, store credit will be refunded if an item is returned.

OTHER

How does the TrueFacet marketplace work?

TrueFacet is an online watch and jewelry marketplace for buyers and sellers. Since we cater to millions of shoppers every day, our items are constantly changing. If you see a product that is no longer available, our concierge team can help you source a similar item.

Where is TrueFacet located?

TrueFacet is an online marketplace for buyers and sellers. We are headquartered in New York City and do not currently offer a retail space or showroom.

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

We love to hear from our customers as we're passionate about what we do and want to ensure our customers have a great TrueFacet experience. Please send your thoughts to support@truefacet.com.

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!

Email us at support@truefacet.com and we'll cancel your order.

What is trade-in and how does the process work?

Our trade-in program provides an easy way for shoppers to change or upgrade their collection. We provide a competitive trade-in value in TrueFacet credit. Please note that the value offered on trade-in items is linked to the item you want to purchase. It is also different than the value of consigned items since you get the credit immediately for trade-ins. Items that are traded in cannot be returned to you as they may have already been purchased by a new shopper.

Do you have gift cards or certificates?

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