RETURNS & EXCHANGES

What is the refund policy and what does this entail?

All returns must be made within 15 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. If you wish to process the return after 7 business days, then we will only accept the return as a credit for another purchase, subject to 15% of restocking fees. 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I used a coupon or store credit when I originally made my purchase.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.