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Customer Care

Customer Care

Questions or Comments?

Customer Care Hours

Mon.- Fri. 9am - 10pm ET

Saturday 10am - 10pm ET

Sunday 12pm - 9pm ET

Call 800-527-8029 to speak to our Customer Care team directly

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 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* 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

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


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