Contact
If you have any questions or concerns, please reach out to us via one of the following support channels.
For order related inquiries, please provide as much detail as possible.
Our support team is active every day from 9 AM to 5PM UTC.
Our team is active every day.
FREQUENTLY ASKED QUESTIONS
What is your refund policy?
WE ONLY ACCEPT RETURNS in case your order arrives incorrect or damaged.
If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. We do not offer refunds in any case.
In the rare case that your order DOES NOT ARRIVE, we will send you a FULL REFUND.
YOU CAN RETURN YOUR ORDER, IF :
- Your order arrives broken or damaged.
If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local jeweller and we will cover all fees associated with the repair.
- You received the wrong item, size or color.
You can return the item for free and we'll send you the correct item.
YOU CANNOT RETURN YOUR ORDER, IF :
- You purchased the wrong size
If your necklace or bracelet is too small, You can purchase extra links from us and take the item to a local jeweller who can extend it. If your necklace or bracelet is too big, you can take it to a local jeweller and they can shorten it. If your ring does not fit, you can take it to a local jeweler for resizing.
- You do not like the item due to any personal reasons.
We are not responsible for any of your personal reasons.
- The item is scratched, discolored, or tarnished AFTER delivery.
We are NOT responsible for any damage that happens to the item when you're wearing it. To avoid this, please wear your jewellery with care. If your item does scratch, tarnish or fade, you can take it to a local jeweller for replating and it will look brand new once again.
- Diamonds fall out or become loose AFTER delivery.
If diamonds are missing, we can ship you some additional diamonds and you can take the item to a local jeweller who can fix it for you.
- Your chain twists, gets tangled or does not sit right.
It's normal for chains and necklaces to twist or get tangled. To avoid this, you need to first lay the necklace flat on a table, then pick it up from both ends and without twisting, lock it behind your neck. It may take a few tries, but doing this will make sure your chain sits correctly and straight. Here is a YouTube tutorial video that explains this process.
- The bail of your pendant does not fit your chain or necklace.
You can purchase a new bail from us and take it to a local jeweller for fitting.
If you encounter any of the problems above, please contact us. We will do our best to provide you with a solution.
How to buy custom jewellery?
To initiate your custom project with us:
Step 1: Send us a Direct Message on Instagram @facetldn
Step 2: Specify Your Design
Tell us exactly what you want to have as the design for your piece or let our team of specialists find a design for you.
Pro Tip: The more reference images you can provide, the better. If you don't have any, we'll send you examples to help guide your choice of style.
Step 3: Review and Confirm Quote
Once we understand your requirements, you'll receive a quote for your custom pendant. If you decide to proceed, a downpayment of £100 is required.
Step 4: Initial Design Concepts
After confirming the quote and making the downpayment, our design team will create multiple initial design concepts for you within 24-48 hours.
Step 5: CAD Design
Once you're happy with an initial design concept, we'll proceed to the detailed CAD Design phase. This stage also takes about 24-48 hours, and you have unlimited revisions until you're completely satisfied.
Note: The initial £100 downpayment will be deducted from the final cost of the pendant.
Step 6: Final Payment and Production
After the CAD design is finalized, we'll request the remaining payment. Then our production team will begin crafting your custom piece.
Step 7: Stay Updated
We'll keep you in the loop during production, sending you images of the progress.
Step 8: Delivery
The production process usually takes between 1-2 weeks, and shipping takes approximately 6-8 days.
We're excited to work with you on your custom piece! Feel free to reach out if you have any questions or need further information.
How can i track my order?
To track your purchase in realtime, please go to our order tracking page.
In-stock items are shipped within 48 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 3 weeks.
What is the FACET Guarantee?
We are fully committed to creating and providing the best standard of jewellery, which is why we offer the FACET Guarantee for all purchases of jewellery.
If your product arrives damaged or has any manufacturing defect during arrival, our guarantee entitles you to a one-time replacement of the piece - free of charge.
This Guarantee is voided under any user damage issues (scratches and accidental breakage).
FACET Guarantee does not cover lost or stolen items.
How to protect and store jewellery?
Every order includes a jewellery box, designed for safekeeping and storing your jewelry.
To keep your jewellery in pristine condition, you should:
- Not wear jewellery during workouts
- Avoid expoosure to harsh chemicals (chlorine, salt water)
- Avoid wearing multiple pieces of jewellery at the same time, as this can cause scratching.
- Clean your jewellery with water and a cleaning cloth.
I receive the wrong item. What do i do?
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
1. Your order number
2. The name of the item you did not receive
3. The name of the item you received
4. A clear photograph of the item you have received.
Once we’ve received the above info, our Customer Success team will get this sorted for you ASAP!
Can i edit my order after purchasing?
Because orders are sent for processing within minutes of being place, we are unable to make any changes to your order once you’ve hit the ‘order now’ button, this includes the following:
1. Changing the item or size
2. Delivery/billing address
3. Adding items to your order
4. Shipping method
If you've entered the wrong information during checkout, please contact us immediately!
Can i cancel my order?
We are unable to cancel an order after it’s been placed, as they are sent to our warehouse for processing within minutes of being placed.
if you placed the order by mistake or don’t want the items you can go through the returns process to send your order back to us.
If you've ordered the wrong size or color, please contact us immediately.
i received a damaged item. what do i do?
We process a high volume of orders every day, and sometimes orders can get damaged during shipping.
In case you receive a damaged item, please contact us immediately and we will provide you with a replacement.