Frequently Asked Questions
What services does Facets offer?
Facets by Susong is a full-service, custom design jewelry store. We offer the following services:
• Custom Engagement and Wedding Ring Design
• Custom Jewelry Design
• Jewelry Remounting
• Jewelry Repair
• Insurance Appraisals and Replacement
• Watch Battery Replacement
• Loose Diamond and Gemstone Sales and Brokerage
Are repairs done in house?
All repairs are done onsite by Facets capable and experienced bench jewelers. Your jewelry will be properly secured and insured while in the care of Facets.
I don’t live near Facets, but I would like to have my jewelry repaired at Facets by Susong. Is this Possible?
Complete the form in its entirety, and be sure to save a copy for your records. Place the Service Request Form along with your jewelry in a secure mailing box or bubble envelope, making sure the merchandise is securely protected. Ship via United Parcel Service (UPS), insuring the contents to your satisfaction. We have provided the shipping destination information for your use. Please note, we advise that you do not use and words that reference jewelry on the shipping label. Upon receipt of your package, a Facets representative will notify you that we have received your merchandise. If necessary, we will provide you with an estimated cost for repair as well. Once your jewelry is repaired we will ship your item back to the address you've provided. Average turnaround time on shipped repairs is 7-10 business days.
I like a ring on the Facets website but would like a different center diamond shape. Is this possible?
All items on Facets website are fully customizable to fit your specific style or budget. Through many years of experience and the use of state of the art equipment, the jewelers at Facets are able to carry out even the most intricate of designs.
What quality diamonds do you use in your stock items?
All engagement rings and wedding bands shown on the website are priced with our “Facets Premier” quality (G color/VS2 clarity) diamonds (unless otherwise indicated) and are computerized ideal cut diamonds so that they match for quality and make. Since all items can be customized to your specifications, they are also available with our “Facets Fine” quality (G color/SI2 clarity) or “Facets Value” quality (I color/I1 clarity). Total weights are estimated for each piece but will not vary by more or less than 5%. For additional information on larger diamonds please contact us directly.
How do I care for jewelry from Facets?
Visit Facets at least twice a year for professional cleaning and inspection. We will check for loose stones, worn prongs and general wear and tear. We do not recommend you wear your jewelry, especially rings, when doing rough work. Even though diamond is one of nature’s hardest materials, a sudden blow can chip or damage the stone. We advise purchasing personal property insurance for valuable jewelry pieces to supplement the limited coverage commonly found in most homeowners’ insurance policies. Even though precious metals are durable, they can still scratch. Store your jewelry in clean dry place and in a fabric-lined jewelry case or in a box with compartments and dividers to keep it safe and protected.
How much is shipping?
Currently we offer free shipping to US customers. Some expedited delivery requests may require an additional charge.
We currently do not ship anywhere outside of the United States.
Do you ship to countries other than the United States?
We currently do not ship anywhere outside of the United States.
I have an occasion coming up in less than three weeks, can I get my jewelry faster?
We do our best to meet deadlines to request special express delivery and we will do it if we can. It may require overnight delivery or Saturday delivery, which are both an additional charge. Please call us at 319-233-5357 to inquire about a request.
Do you ship to APO addresses?
Yes. But shipping takes longer.
Do you ship to PO Boxes?
Sorry, we don't currently ship to PO boxes.
Is my package insured? Do I have to be home to receive my package?
All packages we send are insured and will require a signature is required on delivery of orders over. Call us before we send it to make special delivery arrangements.
I want to return my purchase. What do I do?
We offer an exceptional 30-day money-back return policy on your custom-made Facets by Susong piece. Just send your jewelry back in its original unworn condition, including the origianl tag, for a full refund - it's that simple. All you pay is the return shipping. See our Return Page or give Facets by Susong a call at 319-233-5357 and we'll walk you through exactly what to do. Any return on a credit card is subject to a 3% restocking fee.
I would like to return a gift that was sent to me. How do I do that?
Simply call Facets by Susong at 319-233-5357 and we will walk you through the steps needed.
Can I return an engraved piece?
Yes, you can return an engraved piece as long as it fits all of the requirements needed to return a piece.
How long does it take to get a refund?
After we receive your returned order, we inspect it and issue your credit in 24-72 hours. It then depends on your card issuer how long for the return to appear back in your account.
What types of payments do you accept?
We accept all traditional forms of payment; Local personal check, cash and credit cards (Visa, Mastercard, American Express, Discover). In addition to traditional forms of payments we do offer a low interest credit card that requires a credit application and identity verification.
• Simple application process
• Fast Credit Decisions
• Low minimum monthly payments
• $0 down payment
• Low, flat rate interest rates*
*Minimum monthly payments required. Total balance must be paid within promotional term offer. Significant additional interest charges may accrue if not paid as per agreement.
How do I request a donation or event sponsorship from Facets by Susong?
Not-for-profit entities seeking sponsorships and / or donations from Facets by Susong are asked to complete a charitable request form, available in store and on our website; and must be in compliance with all guidelines for donation. They are as follows:
• The organization must be a registered 501-c3
• If the organization has received a donation within the last 12 months, they are not eligible to apply.
• Completed request forms must be received at Facets by Susong at least 6 weeks before the fundraising event.
Receipt of the Charitable Donation Request Form does not guarantee a donation. Charitable donations will be evaluated on a case by case basis.