How can we help?

Contact the Facetra team with your order number and the email address used at checkout. Include a short description of what you need help with.

Contact us as soon as possible with your order number and requested change. Our team will check the order status and explain the available options before confirming any change.

The payment methods available for your order are displayed at checkout. Review the order total and selected payment method before completing your purchase.

Check the product details, shipping policy and checkout for the information that applies to your order. Contact us before purchasing if you need a piece for a specific date.

Check your shipping confirmation and any tracking information provided for your order. If you cannot find it, contact us with your order number.

Check the pickup options shown for your order or contact our team to confirm availability. Wait for confirmation that your order is ready and verify the collection address before traveling.

Keep your packaging and order details. Contact us with your order number and, for damage, clear photographs so our team can review the situation and advise you.

Read Facetra’s Returns policy for the conditions and time limits that apply to your purchase. Contact our team if you are unsure whether your item is eligible.

Contact our team with your order number and request before sending a piece back. Follow the instructions provided after your request has been reviewed.

Check the product information and Returns policy before ordering a personalized, made-to-order or resized piece. Contact us to confirm the terms that apply to your particular item.

Contact us with your order number and return details. Our team can confirm the status and explain the next steps under the applicable Returns policy.

Visit our Diamond Education page for an introduction to cut, color, clarity, carat weight, shapes and grading reports. For a specific piece, review its product description and available report.

Read the description and any report supplied for the individual diamond. Check the issuing laboratory’s report verification service, and ask our team about any details you would like clarified.

Use the ring-size guide on the product page, where available. A professional ring measurement can help, especially for wider bands. Contact us if you need help before choosing your size.

Check the options on the individual product page. If the option you need is not listed, contact our team before ordering to discuss whether it is available and any effect on timing or purchase terms.

Follow the care guidance for your specific metal, stones and setting. Store pieces separately and avoid harsh chemicals. Ask our team for advice before using cleaning equipment or products you are unsure about.

Contact our team with your order number, photographs and a description of the issue. We can review your request and explain the available service options and applicable terms.

Use our Visit Us page for location information and contact our team to confirm the full address, visiting hours and arrangements before traveling.