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Shop Pre-Owned Designer Jewelry and Watches on TrueFacet Marketplace
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Discover New Luxury Designers and Modern Artisans on TrueFacet Boutique
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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
Mon-Fri: 10AM - 6PM EST
Sat-Sun: Closed

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FREQUENTLY ASKED QUESTIONS

 
 

FAQ

 
 

SHOP

Are your items authentic?

On our pre-loved marketplace, TrueFacet vets the sellers selling jewelry and watches, so you are shopping from the best. If an item is ever deemed to be found inauthentic, our concierge team will help you with the seller to come up with a solution. You also have 7 business days to return your item for a refund. If any items do not fit our rigorous quality standards, they are not accepted. We are also official partners with several brands for certified pre-owned whereby you receive a brand new warranty direct from the brand on your purchase. Just look for the “Brand Certified Pre-owned Stamp” to shop these items. On the TrueFacet Boutique, we are authorized partners for the brands we carry. The items listed on the Boutique come directly from the brands and authenticity is promised.

Do items come with original brand packaging and paperwork?

On our pre-loved marketplace not all items come with original brand packaging and paperwork. Each listing provides information on whether the original packaging and paperwork are available. All items come with a TrueFacet Digital Report as part of our process to promise our authenticity service via helping you with the seller and a warranty on watches, if one is included based on the watch. On the TrueFacet Boutique and our Certified Pre-owned program with brands, all items are come directly from the brands and come with the original Manufacturer's packaging and warranty.

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

We ship internationally based on your country. International shipping fees may apply and there may be country specific import taxes and duties that you would be responsible for.

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. Please note, coupon codes are single use and cannot be combined with other promotions or offers.

What forms of payment do you accept?

We accept VISA, MasterCard, American Express, and Discover credit cards, and PayPal.

How does Affirm financing work?

We're excited to offer a range of financing options through our partnership with Affirm. The application process takes place during checkout. Your rate will be 0% APR or 10-30% APR based on credit, and is subject to an eligibility check. Payment options depend on your purchase amount, and a down payment may be required. Affirm loans are made by Cross River Bank, Member FDIC.  Learn more here: https://www.truefacet.com//financing-affirm/

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.

Can I get my items insured?

You can use an insurance company to get insurance for your item. Depending on the insurance provider, you may need to show them the order confirmation as your receipt and the TrueFacet digital report, as needed.

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.

Does my purchase come with a warranty?

On the pre-loved marketplace, never worn watches generally come with a 2-year warranty. Pre-loved 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, based on the type of repair. On the TrueFacet Boutique, all jewelry and watches come with a full Manufacturer's Warranty which range from 2-5 years depending on the brand and in our Certified pre-owned program direct with brands, these items come with a 1 or 2 year warranty direct from the brand.

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

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. Items that have custom, refinished or aftermarket parts will be clearly notated in the product detail page.

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 withi