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Kay Help FAQs

Kay Help FAQs

Frequently Asked Questions

Our FAQ section contains answers to some of the most common questions we receive. Please select a topic below to begin. If you are unable to find an answer to your question here, please contact our Customer Care Department for additional assistance.

Return and Refunds

What is the Kay Jewelers return and refund policy?

If for any reason you are not satisfied with your purchase, you may return it within 60 days to any Kay Jewelers or kay.com. Or you may exchange it within 90 days of purchase at any Kay Jewelers.* Watches in original condition (unworn and unaltered), and accompanied by the original packaging, instructions, and warranty documents, may be returned or exchanged within 30 days at any Kay Jewelers or returned to kay.com.* Custom designed merchandise, class rings, special ordered watches and items engraved with personalized information cannot be returned or exchanged. Learn more about our return and refund policy.

*Exchanges are not accepted at kay.com.

Guarantees and Service Plans

Do you offer any guarantees on your merchandise?

Kay Jewelers' Lifetime Diamond & Gemstone Guarantee accompanies merchandise containing diamonds, rubies, sapphires or emeralds.

In addition, you may purchase the Kay Jewelers Lifetime Extended Service Plan . The Extended Service Plan furnishes labor and parts necessary to maintain your merchandise in usable and wearable condition provided such service is necessitated by merchandise worn during normal conditions. This plan covers repairs to the mounting (setting) including future ring size adjustments, refinishing and polishing, and resetting your diamonds and gemstones. Note: The Extended Service Plan is not offered for certain metals such as Tungsten and Titanium. You must take your merchandise to a Kay Jewelers store location for service under this plan.

Contact Information

I would like to write a letter to your corporate offices. What address can I use?

The address for our corporate headquarters is:

Sterling Jewelers Inc.

375 Ghent Road

Akron, Ohio 44333

Payment Address

If I want to mail a payment , what address should I send it to?

Kay Jewelers

PO Box 740425

Cincinnati, OH 45274-0425

*Please include your Kay credit account number on your check or money order. Do not send cash. Cash payments may only be made at one of our Kay Jewelers store locations .

Online Orders

How will I know when my order is ready for pick up at my Kay Jewelers store?

Your order will be shipped from kay.com to the Kay store of your choice. You will receive an email (and text message if selected at checkout) advising you when your order is shipped and another email when your order is ready for pick up.

When will my credit card be charged for my in-store pick up?

Your credit card will be charged for your purchase the day the merchandise is shipped to the store.

Will I have to pay shipping charges if I request in-store pick up?

No, there are no shipping charges applied to orders shipped to a store.

Can I have someone other than me pick up my order?

No, for security reasons, the person who ordered the merchandise must be the one to pick up the order.

What do I need to bring with me to the store to pick up my order?

You must bring a valid photo ID (such as a driver's license). You will be required to sign for your merchandise when you arrive to pick it up.

If requested, can I have my merchandise gift wrapped at the store?

Yes, just inform the sales associate at the time of pick up and your merchandise will be gift wrapped free of charge.

Do I have the ability to cancel my kay.com order?

Orders may be canceled up to approximately one hour after they are placed through the Order Status page on kay.com. If the option to cancel an order is not shown in the Order Status, the order has been transmitted to our fulfillment center and is no longer able to be canceled.

Note: Canceling an order or modifying an order may result in a pending hold on your bank-issued credit card or Kay account. These holds will typically be released in 2-5 business days and may impact the amount you have available to purchase.

The merchandise from a canceled or modified order may not be available for immediate re-purchase.

Am I able to make changes to my kay.com order after it has been placed?

Once an order has been submitted and you receive an order confirmation, you will not have the ability to make changes to that order. If you go to the Order Status page and use the "Modify" button (if available), your order will be canceled and you can place the order again with any necessary changes. If the "Modify" button is not available in the Order Status, the order has been transmitted to our fulfillment center and is no longer able to be modified.

Note: Canceling an order or modifying an order may result in a pending hold on your bank-issued credit card or Kay account. These holds will typically be released in 2-5 business days and may impact the amount you have available to purchase.

The merchandise from a canceled or modified order may not be available for immediate re-purchase.

Ring Sizing and Engraving

Do all rings come in the same size or are there different sizes available?

When you purchase a ring on kay.com, you will be shown the size (or sizes) in which the ring is available. If you select a size other than the standard ring size shown, service may be required to adjust it. Ring sizing service will take up to three additional business days. Certain metals such as tungsten and titanium cannot be sized. Learn more about Ring Sizing

If you do not see your ring size listed for a ring you like, please visit the Kay Jewelers store nearest you to to determine if a ring can be ordered in your size.

Do you offer engraving?

Kay Jewelers offers engraving on select merchandise. It can take up to ten days for this service. For a price quote on specific engraving requests, please visit your local Kay Jewelers . (Engraving is not available on kay.com.)

Custom Design

Is it possible to create a ring online?

Yes. Using our Design-a-Ring feature, you can choose a diamond and a setting online and see how your completed ring will look. We put thousands of diamonds and hundreds of settings at your fingertips. Once you've found "the one," our expert craftsmen will place your diamond in the setting you've chosen and send the completed ring on its way to you.

Do you offer services to create custom jewelry that is "one of a kind"?

If you are interested in creating a custom piece of jewelry, please visit one of our Kay Jewelers locations.

Trade-In Policy

Do you have a trade-in policy?

You may trade in your diamond/diamond jewelry item for another diamond/diamond jewelry item that is at least double the trade-in value. The trade-in value is based on the original purchase price, excluding charges such as tax and shipping. Trade-in values are automatically generated through Kay Jewelers Trade-in Evaluation system. No trade-in value is given for gold, silver, or other metals, or gemstones.

Customers with diamond trade-in merchandise not purchased from one of our store brands, must have a North America or United Kingdom postal address that is documented on an acceptable form of ID, (i.e. Driver's License, State ID, Permanent Resident Card which is commonly called a "Green Card", Military ID, or Passport). Trade-ins cannot be accepted from a customer without a North America or United Kingdom address.

Retention Period for all stores EXCEPT those located in Alaska, Hawaii, Oklahoma, North Carolina, Delaware, and Florida: When a customer returns a purchase prior to 30 days from the purchase date and a trade-in is associated with the completed sales slip, the store CANNOT return the trade-in to the owner until the 30 day retention period is expired.

Trade-ins of in-store and online purchases are accepted at any Kay Jewelers location as allowed by law. Trade-ins are not accepted at kay.com or towards the purchase of Previously Owned Treasures.

General Merchandise Information

Why do you measure jewelry in millimeters?

The millimeter is our standard unit of measurement for jewelry dimensions. By using millimeters, we can provide you with the most accurate height, width and length for your jewelry. To give you a better idea of your jewelry's dimensions, 25MM is approximately 1 inch. See below for other approximate conversions.

3MM is approximately 1/8 inch

6MM is approximately 1/4 inch

13MM is approximately 1/2 inch

19MM is approximately 3/4 inch

25MM is approximately 1 inch

50MM is approximately 2 inches

75MM is approximately 3 inches

What determines the price of a diamond?

A diamond's value is determined by its carat weight, color, cut and clarity. For further information about diamonds please refer to the 4Cs Diamond Guide section on our website.

What determines the price of a setting fee?

A setting fee is assessed based on the size of the diamond and the metal type used to secure the diamond in the mounting.

What is the difference between white gold and platinum?

White gold is pure gold that is mixed with alloys to give it a white color. Platinum is pure metal that is naturally white and much more durable and stronger than white gold.

What colored gemstones are considered precious?

Rubies, sapphires and emeralds are precious gemstones. All other gemstones are referred to as semi-precious.

What is the difference between natural and lab-created stones?

Lab-created stones are formed in a controlled environment whereas natural gemstones are formed by mother nature's natural processes. Both share the same physical, chemical and visual properties. The lab produced stone is usually free from major defects and can be structurally stronger than its natural counterpart while also achieving optimum color.

Online Tax Calculation

Online Tax Calculation

Final sales tax is calculated based on the shipping address zip code where the merchandise is being delivered. To get an estimated sales tax calculation, utilize the Estimated Sales Tax field located in the shopping bag. Please note: This is an estimated calculation and the amount may change depending upon on the location (zip code) of where the merchandise is being shipped.

 

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