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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
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.

Where did the trade-in and consignment program go?

We have currently suspended our consignment and trade programs. We may re-launch these programs in the future. We will make an announcement if we do.

What forms of payment do you accept?

We accept VISA, MasterCard, American Express, and Discover credit cards, and PayPal. 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 6, 12, & 24 months of financing. Simply choose Affirm as your form of payment during checkout, and you will get redirected 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.

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.

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 10AM - 6PM EST from Monday through Friday.

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.

SHIPPING

Do you ship internationally?

Yes, we ship internationally based on your country.There would be shipping charges and also may be country specific import taxes and duties that also apply.

How quickly do you ship once a purchase is made?

We ship most items within five business days, 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 email 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. Packages are fully insured and shipped with an adult signature required.

Do you deliver to Post Office boxes?

At this time we do not deliver to P.O. Boxes or APO/FPO addresses.

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.

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 email 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 complimentary shipping and parcel insurance for returns. Please follow the instructions sent with shipping label provided to you by our Concierge team in order to guarantee your items remain insured.

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 pre-loved marketplace work?

TrueFacet is an online watch and jewelry marketplace for buyers and sellers. Since we have 1000s of sellers, our items are constantly changing. If you see a product that is no longer available, our concierge team can help source you a similar item. But keep checking back, as new items come on every week and could be unique.

What is the TrueFacet Boutique?

The TrueFacet Boutique is our place to shop directly from brands whereby TrueFacet is an official partner of these brands. As an authorized dealer of the brands, every item in the TrueFacet Boutique comes directly from the brands along with the original Manufacturer's Warranty.

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 process your cancellation request.

Do you have gift cards or certificates?

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