Refund policy

The Facets Promise

At Facets, our sole aim is to make your wishes come true. Our reputation and our business are built on happy customers, because happy customers come back to see us again and, hopefully, bring their friends with them.

However, we understand that things don’t always go right in any design process – your mind’s eye might see things very differently to ours! So here is our promise…if you don’t like what we’ve made for you tell us why, and how we can put it right. And that’s exactly what we will do. No arguments, no additional charges if the same materials are used. And we will keep doing that until you are happy.

Got the wrong ring size? Facets offer complimentary resizing for our rings, dependent on the style of ring needing to be resized. Get in touch with one of our expert consultants for further information.

The legal bit

You also have certain legal rights under the Consumer Rights Act 2015. These include the right to a repair or exchange if an item of jewellery was faulty when we sold it to you, and you tell us within six months (pro-tip: if you tell us later than that, you may have to prove the item was faulty when it was sold).

However, as most of our jewellery is custom-made, you won’t be able to return a bespoke piece for any reason other than it being faulty in manufacture. 

But why are we telling you this? We are going to make sure we get it right and that you’ll never need this information! However, in the unlikely event you are unhappy with your purchase the following returns policy applies: 

• Products must be returned within six (6) months of delivery.

• Products must be unworn (unlikely), undamaged, and in saleable condition.

• For hygiene reasons, earrings (and other pierced jewellery) cannot be returned.

• Your item must be returned with all supporting paperwork it came with, including any GIA certificates or gemstone grading reports.

• The jewellery must not be missing any of its original diamonds or gemstones. Return your item for inspection as soon as possible if you notice loose stones.

• The jewellery must not have been adjusted by any other jeweller or anyone else.

• Bespoke commissions, personalised items or engraved items are excluded from our returns policy, unless faulty.

If your purchase meets the above criteria and the item cannot be repaired, an exchange will be issued within 28 days of return.

If you have lost your GIA certificate, this can be replaced, however you must inform your Facets point of contact before returning, who will advise what to do. The process to replace a certificate is lengthy and expensive, therefore we reserve the right to deduct a £350 fee per certificate to cover the costs if your jewellery is returned.

Items found to be damaged or defective prior to you receiving your item (and through no fault of your own) can be repaired or replaced, or you will be fully refunded.

If you are unsure whether your jewellery can be returned, please ask your Facets representative, or email enquiries@facets.co.uk.

Bespoke purchases

As stated above bespoke commissions, personalised or engraved items are excluded from our returns policy, unless faulty. However, we will be happy to offer an exchange within 30 days of purchase. An exchange may incur re-stocking charges to cover the production costs incurred and are at the discretion of Facets London Limited. If you chose to cancel your purchase during the production stage, you may incur costs if production has started. 

Preparing your return

Returns can be made in person, or via delivery. To return an item in person, please book an appointment. For returns via delivery, we ask you follow these important steps to return your purchase.

• Email us on enquiries@facets.co.uk, call us on 020 7242 3100, or contact your consultant directly to discuss your return. You must do this before returning your item.
• When confirmed with your Facets point of contact, you should package your item with original packaging. This must include your GIA/diamond grading certificate.
• You should avoid writing anything on the package or within the address that alludes to the value of the package contents, including ‘Facets’, ‘jewellers’ or ‘diamonds’. Instead address the package as following: ‘“name of your consultant”, 29 Greville Street, Hatton Garden, London, EC1N 8AF’
• We ask you return items within the UK via Royal Mail Special Delivery Guaranteed, making sure the package is tracked and insured. You should also obtain proof of posting. For orders returned from outside the UK, you should choose a reputable courier of your choice, ensuring the package is tracked and insured for its value, and obtain proof of dispatch.

Facets reserves the right to reject a return if the above steps are not carefully followed, and is therefore not liable to repair, replace or refund the item. Any replaced or newly set ring is non-returnable and non-exchangeable.

Please make sure your jewellery fits the above criteria before you begin your return. You can also email enquiries@facets.co.uk with questions.