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FAQ's

  • Can I order a custom-made product?

    All our products are custom made to your specification by our team of skilled artisans.

    What if I need to update/cancel my order?

    We process orders swiftly, but we’ll do our best to incorporate any changes to your order. The best way to change or cancel an order is to email help@sacet.com. We typically respond to emails within five working hours.

    How can I check my order status?

    To check on the status of an order, sign into your account on www.sacet.com. Once you’re signed in, select “Order History” from your account, your info’s all there. You’re always welcome to reach out via email.

    What if my order doesn't arrive within three weeks?

    We’re sorry! If your jewellery hasn’t arrived within three weeks, please reach out to us at help@sacet.com and we’ll get back to you as soon as possible.

    Interested in placing a larger order?

    To purchase multiple products (quantities greater than 10), send us an email at bulk@sacet.com. We’ll be happy to help.

  • What is the Free Home Trial service?

    We want to help you choose jewellery that you absolutely love. It’s so important to try a piece of jewellery before you decide to own it forever. Before you make your decision, we want you to be completely sure. So, our Free Home Trial service allows you to try on three designs in the comfort of your own home for five days. We encourage you to wear them, flaunt them, get opinions from friends and family before deciding the one (or more!) that you would like to be custom made.

    Can I use the Free Home Trial service if I live outside the UK?

    The Free Home Trial service is currently available to UK customers only.

    Can I buy the Free Home Trial products?

    These are just samples and are not available for sale. We know they look quite real, but they're not the real thing!

    If Free Home Trial is free why do you need my credit card?

    Your Free Home Trial is absolutely free (including shipping and returns). However, for security purposes, we require your credit or debit card details just in case we do not receive your Free Home Trial samples within the agreed time frame or if they are returned damaged. If this happens, we will need to charge your card for the full price of the unreturned or damaged sample. The charge is currently £75 per sample. Please see our Sacet Terms of Use for further details.

    When do I have to return my Free Home Trial samples?

    Please return the samples using the free return shipping label provided within five days following receipt to avoid any charges. If your Free Home Trial period ends on a weekend or holiday, just post it on the next available working day. If you need an additional day or so, just email us at help@sacet.com to let us know.

    How many Free Home Trial products can I select?

    You can select up to three designs to try out.

    Can I select the same products in different colours?

    Yes, absolutely.

    I can’t find the product for my specific size?

    At the moment, we have only a few standard sizes for Free Home Trial. We will constantly add more sizes in the future.

    Can I order multiple Free Home Trials?

    You can only order one free Home Trial at a time. You can order another one after all samples from an existing Free Home Trial are returned.

    Do you clean the Free Home Trial samples once they’ve been returned?

    Yes. We use an ultrasonic cleaning technique (described below) to professionally clean all of our Free Home Trial samples before sending them out.

    Whilst we are confident that all of our Free Home Trial samples are professionally cleaned and safe to re-use, use of these items is at your personal discretion and risk.

    What about pierced jewellery?

    We include pierced jewellery in our Free Home Trial service and whilst we professionally clean all Free Home Trial jewellery before sending them out we advise you not to wear the pierced jewellery samples.

    What is ultrasonic cleaning?

    We use an Ultrasonic Cleaner which is a professional device which penetrates the high frequency ultrasound energy deep into cracks, holes, recesses to professionally clean and remove all traces of tightly fit germs and greasy substances.

    Whilst we are confident as to the high hygienic standards of our Free Home Trial samples, use is at the customers own risk and we advise customers NOT to wear pierced jewellery samples.

    Please refer to our Sacet Terms of Use www.sacet.com/terms-of-use for further information.

  • When can I expect my order?

    All our products are custom made to your specification and it takes two to three weeks to deliver directly from the craftspeople to your door. For your peace of mind, all our products are sent fully insured via a tracked service (with a signature required).

    What if I need to update/cancel my order?

    Simply email us from your registered email address with your order details and we’ll call you to process the change or cancellation.

    Do you ship outside the UK ?

    Yes, we ship internationally to over 100+ countries.

    Is there a shipping cost?

    Shipping is absolutely free, including free returns.

    What’s your return policy?

    We have a 30-day, no-questions-asked return or exchange policy for all of our products. If you aren’t satisfied, we can set you up with a full refund or an exchange within 30 days of receipt. Additionally, we have a two-year manufacturing warranty, and we’ll repair or replace the product for free within that time. Gift card purchases are non-refundable.

    How do I return or exchange?

    Simply send us an email from your registered email address with your order details and we’ll call you to process the return or exchange.

    How do I return a gift?

    We offer store credit for gift returns. Visit the return process page to find out more. Please note, both digital and physical gift cards are non-refundable.

    How long does it take to process a refund?

    Once we receive the product back, we would process the refund within two days and it will take a further five to seven days for the money to appear in your account.

  • How do I find my ring size?

    You can view the detailed guide here http://www.sacet.com/ring-size-guide.

    Can I get my ring resized?

    Yes, no problem. Believe it or not, we get this quite often, so there’s nothing to worry about! We offer a free size replacement or you can get one free re-size.

    What if I received a damaged, defective, or incorrect product?

    If you have received a damaged, defective, or incorrect item, contact help@sacet.com with a photo of the damage, or the wrong item you received, as well as your order number. We’ll take care of it for you!

    What does the warranty cover?

    Our two-year warranty covers all sorts of manufacturing defects, and we’ll happily repair the product free of charge within that period. After the two-year warranty we will still be happy to take care of your jewellery at a nominal cost.

    Do you offer a repairs service?

    After your two-year warranty, we can take care of your jewellery repairs at a nominal cost.

  • Do you offer jewellery insurance?

    We don't want you to worry about your beautiful jewellery getting lost, stolen or seriously damaged.

    So, we’ve partnered with T.H. March, the premier broker to the jewellery trade, and jewellery insurance specialist. T.H. March offers unmatched expertise and service to all its customers.

    If you would like to acquire a free quote for your diamond jewellery insurance, please contact the personable, expert staff at T.H. March on 01822 855555 quoting our reference code.

    AS367T

    What payment methods do you accept?

    We accept payment by Visa, Mastercard, American Express as well as debit cards from over 50 countries (you can see the full list when you add your credit card at the checkout). We also accept PayPal.

    Do you offer gift cards?

    We offer digital gift cards for £50, £100, £200 and £500. We also offer physical gift cards for £100, £200 and £500. You can find them here.

    Please note: digital and physical gift cards are non-refundable.

  • What is Sacet’s phone number?

    We're not able to offer phone support at this time. We aim to respond to mails within 3 working hours.
    Send us an email (help@sacet.com) and we’ll do our best to get back to you as soon as possible.
    Make sure you include any relevant details, such as your order number, photos, or anything else that will help us answer your question.

    Do you have any physical stores?

    At the moment we are online only, but we are aiming to open a store soon!

  • For Press inquiries, please email press@sacet.com

    For any collaboration inquiries, kindly email us at collaboration@sacet.com