FAQ – Facet of Love

FAQ

Orders

All Facet of Love styles are carefully handmade. Since each piece is made-to-order, we kindly ask that you allow 3 weeks before we ship your order. If you need to meet a certain deadline or need expedited shipping, we may be able to accommodate your request.

Please email us at info@facetoflove.com

Yes! We love working on special orders and custom work. If you have a vision of a special jewelry design that you'd like brought to life, please contact us at info@facetoflove.com to get a no obligation quote.

Please email us at info@facetoflove.com with your order number and question. We’ll be happy to answer any questions.

Once an order has shipped, changes cannot be made to items on order. Please email us at info@facetoflove.com or contact us for further assistance on how we can edit a recently placed order for you.

If you are having issues with tracking your order, please email info@facetoflove.com and we can try to help you out to the best of our knowledge.

Shipping and Handling

We offer free domestic shipping on all US orders.

Yes, provided the item has not already shipped. To make any changes to your shipping address, please email us at info@facetoflove.com.

Your purchase is likely to be an expensive one. We require signatures for orders above $500. We would hate for your order to get lost in transit. If you for some reason you would like to waive this option, please email us at info@facetoflove.com.

You may request a cancellation within 24 hours of purchase. An address change could be applied any time before your order has shipped. Please contact us directly at info@facetoflove.com with your order number in the subject line.

Please contact us immediately at info@facetoflove.com if you believe that your package was lost in transit. We will try our best to solve the issue. If the item has not been marked delivered and hasn't arrived within 30 days of shipment, we will replace your order free of charge (US Customers Only).

Please note that Facet of Love is not responsible for lost or stolen items once declared 'Delivered' by the delivery service.

Yes, we do ship to PO Boxes. However, if your order is above $500 and signature is required, we cannot ship to a PO BOX.

Returns & Exchanges

Exchanges can be made within 14 days after receiving the merchandise. Item(s) must be in its original condition, unworn and with tags attached.

Please allow up to 10 business days to receive your refund. Processing times vary depending on payment providers.

Please email us at info@facetoflove.com providing your order number and details so we can expect to receive your item(s) back.

For your protection, please pack your returns in the original box, return your order with an insured trackable courier & retain your receipt. Facet of Love is not responsible for items damaged or lost in transit. Please include a note with your name and invoice number. We cannot refund shipping charges on return items.

All purchases must be returned in the same condition as you received it. Used / Damaged / Scratched Items are not returnable for a refund. All returns must be sent back with the same packaging as it was received.

We offer a 90-day (3 months) product warranty on all our jewelry with a receipt of a valid proof of purchase.

This warranty covers all manufacturer defects in material or workmanship but does not cover negligence and mishandling or natural wear and tear. If you believe your item has a manufacturing defect, please return it to us for inspection within 90 days of delivery. If we determine your piece is defective, we are happy to offer a complementary repair or replacement if need be. If we determine that the damage is not caused by a manufacturing defect, we will notify you and provide you a quote for the repair, if available.

Warranty exceptions and exclusions:
1. Any damage to jewelry caused by negligence, misuse or wear and tear.
2. Any jewelry that has been repaired by another jeweler. We cannot be held responsible for merchandise that has been worked on by another jeweler. 
3. Damage to your diamonds. While diamond is the hardest mineral on earth, it is still subject to breaking or chipping.

Once the product is received, we will carefully examine the defected merchandise and determine if the above criteria is met. Once approved, we will either repair or ship out your replacement item at no additional charge within 7-14 business days.

Slight irregularities and variations in craftsmanship or natural characteristics, visible or otherwise, are unique and individual to each item. These characteristics are what make your piece unique, and should not be considered a defect. 

Restoration Service
If you wish to initiate a repair after your 90-day product warranty has expired (or if no proof of purchase can be provided), we can still help ensure your piece is loved for years to come - we will offer repairs for the lifetime of your piece for a small fee.

Buyers are responsible for return shipping costs. The items must be shipped back in its original condition and packaging.

Ideal Facets

580 5th Ave. Ste 1211

New York, NY 10036

Materials

We collaborate with trusted suppliers and work with some of the world's leading specialists in certified diamonds. Our dealers go to considerable efforts to ensure that each diamond offered was obtained in an ethical manner. They promise that none of the diamonds they sell will be used to finance wars or insurgencies (stones that are known as conflict diamonds, or blood diamonds).

​The Kimberly Process, an agreement that restricts the trade of rough diamonds to guarantee they are not utilized in conflict zones, was enacted by countries throughout the world in 2002. These safeguards ensure that each shipment is numbered and sealed, and that only certified diamonds are included. We only work with diamond dealers that are dedicated to ending the trade in conflict diamonds and have an auditable method of proving that all diamonds they sell comply with the Kimberley Process.

Yes, all diamonds sold by Facet of Love are Natural Diamonds that have NOT gone through any enhancements. We DO NOT sell any enhanced, treated, or lab grown/created diamonds.

All of our products are made of 18KT gold with natural diamonds.

The color grade of our diamonds range from F to G (Colorless).

The clarity of our diamonds is VS.

All Facet of Love products are designed in New York.

We recommend that you have your fine jewelry cleaned professionally. For light cleaning, we recommend using a soft toothbrush with mild soap diluted in warm water, rinsing well and air drying.

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