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Self-Service Tools

Here are some quick links you can use to self-serve and find answers fast.
  • Style Help

    Shop with a jewelry expert to find the perfect piece.
  • Store Finder

    Find a KAY near you for in-store services and shopping events.
  • e-Gift Cards

    Give them the gift of choice. Delivered within 24 hours.
  • Start a Return

    Returns must start within 30 days of purchase or shipment date. Holiday times may vary.
  • Request a Service

    Book an appointment or visit a store for any service-related help.
  • Track a Service

    Easily track where your item is within the repair process.
  • Track Your Order

    Check the location and estimated arrival time of your order.
  • Cancel Your Order

    Changed your mind? Cancel an order within one hour of placing it.
  • Missing Package

    Submit a quick online claim ticket so we can start investigating.
  • Protection Plans

    Protect your jewelry for life with a one-time payment.
  • KAY Jewelers Credit Card

    Pay your statement online and manage your account with ease.
  • Join/Sign In to Vault Rewards

    Unlock immediate access to exclusive benefits, rewards, and more.

FAQ

Select from our list of most frequently asked questions, sorted by category below, or explore them all to learn more about all the great services we offer!

We offer one-on-one help both virtually and in-store.

To get started, you can Book a virtual or in-store appointment.

Our trained and certified diamontologists are industry-recognized pros. They will help you with solid advice and tips you can trust when you're:

  • Buying gifts
  • Engagement ring shopping
  • Repairing existing jewelry
  • Designing a custom piece
  • Looking for expert style advice
  • Selecting a new timepiece

Get inspired with great gift ideas.

Sign up for text-messages.

Need additional help and want to speak with a Jewelry Expert? To get started, you can Book a virtual or in-store appointment.

Gift cards are available in any value from $25 to $2000. The KAY Jewelers gift card never expires and can be redeemed at any KAY Jewelers retail location or Kay online.

Purchase an e-Gift card.

Choose the payment options to fit your budget. We offer a variety of payment options to make it easy for you. We accept the following types of payment:

  • KAY Jewelers Credit Card
  • KAY e-Gift Card
  • Progressive Leasing
  • Affirm
  • Visa
  • Mastercard
  • American Express
  • Discover
  • PayPal
  • Apple Pay

Your gift card can be redeemed at any KAY Jewelers retail location or KAY online at checkout.

To apply for a KAY Jewelers Credit Card.

We have zero down special financing* on purchases of $300 or more with The KAY Jewelers Credit Card issued by Comenity Bank

* Minimum payments are required for each Credit Plan. Valid for single transaction only. If the single transaction has multiple shipments, each shipment may result in a separate Credit Plan, subject to a separate minimum purchase requirement.

Credit card offers are subject to credit approval.

KAY Jewelers Credit Card Accounts are issued by Comentiy Bank or other lenders as applicable. For other lender Credit Card Accounts, please see your credit card agreement for account terms, including available credit plans and down payment requirements.

Your new credit card will arrive in the mail 7-10 business days from the date you opened your account. If you do not receive your card after 10 business days, please call Comenity Bank at 1-855-506-2499 (TDD/TTY: 1-800-695-1788) to request another card.

For any questions, please call Comenity Bank at 1-855-506-2499 (TDD/TTY: 1-800-695-1788) or visit and go to the help page and select transactions and statements.

To link your account, log into your account. On the “My Account Page”, select “Digital Wallet”, and add KAY Jewelers Credit Card to your account.

Once your card is successfully linked, it will automatically appear as a payment option in the billing step, and you can use it on your next purchase.

Yes, unless you sign up for paperless statements, a monthly statement is mailed if you have a balance or there is activity on your account.

Comenity Bank

To avoid a late fee, you must pay at least the minimum amount due before 5:00 PM ET, on or before the due date.

Concora Credit

For questions about your statement or call Concora Credit at 1-800-228-8139.

It’s easy to sign up! Visit and click “Register.” Enter your account information (use your current account number).

Comenity Bank

If you have attempted multiple unsuccessful logins, your online account access is suspended for your security. We will send an email with instructions to the email address we have on file for your account.

In the event you are still having login issues and need to pay your bill, you can use Easy Pay

Concora Credit

For assistance with your account or call Concora Credit at 1-800-228-8139.

For questions about your KAY Jewelers Credit Card, call Comenity Bank at 1-855-506-2499 (TDD/TTY: 1-800-695-1788) or visit your nearest KAY store.

Yes! Many items are available for pickup in your store today. For items that are not available for pickup today, we'll ship your purchase to the KAY store of your choice - for free. Pick it up at your convenience, and get advice and answers from our jewelry pros.

Here is how it works:

  • You'll get an email when your purchase is ready for pick up.
  • You have 7 days from the day we sent the email to pick up your purchase.
  • After 7 days, your order will be sent back to KAY.com, and we'll credit your original payment method.
  • You do have the option to assign an alternate pickup person during checkout for your Get it Today pickup orders. They will need to sign for it with a valid photo ID. We want to ensure you have a safe and secure experience as you receive your order.
  • Some merchandise may be excluded.

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.

There are three shipping options!

  • Expedited is our default shipping option.
  • Express is our fastest shipping option.
  • Standard is our 'no-rush' shipping option.

Please refer to the estimated delivery date shown in Checkout for your order, which includes processing and transit times.

Same-Day Delivery with Roadie

Need your jewelry fast and can't get away? Our friends at Roadie* have you covered. Shop your local KAY online and place your order by 1:00 P.M. Local Time to get it delivered today without having to leave home! Great for last-minute birthday shopping, anniversaries that pop up, or grabbing a holiday gift. *Availability, selection, and order cut-off times may vary by location. Fees apply to same day delivery. Find out more about how Same-Day Delivery works here and get ready to gift!

Ship to a UPS Access Point™

Looking for a secure, flexible delivery option? You can have your package shipped to a UPS Access Point near you.
  • Available for most orders $5,000 or less.
  • Simply choose a UPS Access Point near you and select your preferred shipping method.
  • We’ll deliver your order to the UPS Access Point you chose and email you a pickup code when your item is ready.
  • When you get to your UPS Access Point, show your pickup code to collect your package.
  • You’ll have 7 days from delivery to pick up your order, after which UPS will send it back to us.

No, we are only able to ship orders to street addresses in the 50 United States.

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; the amount may change depending on the location (zip code) where the merchandise is shipped.

Track your order online.

You will also receive an email - and a text if you choose that option - with your tracking number and estimated delivery date.

Additionally, you can use the tracking number on your carrier's website.

To modify your order, go to the Order Status page and use the "Modify" button. 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.

To cancel your order, go to the Order Status page. You can cancel within one hour of placing your order. 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: Modifying an order or canceling 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.

Start a claim for a missing package.

Answering a few questions will immediately open a ticket so we can resolve this for you. Please continue if your tracking status is one of the following cases:

  • Says delivered but it is not there
  • Says shipped, no movement +5 days

Note: Packages shipped more than 60+ days ago are not eligible for a claim investigation.

  • You can return your purchase within 30 days from the purchase (shipment) date. You can exchange merchandise within 60 days of the purchase (shipment) date for jewelry, and within 30 days from the purchase (shipping date for online orders) date for watches. Please note: We can handle a return online but exchanges must be done at one of our stores.
  • Jewelry must be in good condition and watches unworn, unaltered, and accompanied by the original packaging, warranty and instructions.
  • Returns and exchanges are not allowed on special ordered watches, custom designs, gift cards* and merchandise received via the Lifetime Protection Plan.
  • All refunds are credited to the same tender as the original purchase.
    • Credit and Debit Cards – The same account will be credited.
    • Check – A refund check will be issued from our corporate office and mailed within 21 days. Any returned customer check is subject to a service charge.
    • Cash – When funds are insufficient to refund the original purchase amount or the refund amount is greater than $500, a refund check will be issued from our corporate office and mailed within 21 days.
    • Gift Card – Refunds will be applied to a new gift card. Gift cards cannot be returned, (except where required by law)*.
  • Trade-Ins – You will receive either your original trade-in or similar merchandise.
  • Merchandise Accompanied by a Gift Receipt: You may return your item for a gift card or exchange it for merchandise within 30 days of the purchase date. Excludes purchases made with Progressive Lease.
  • For Online Orders: We will credit your original payment method, excluding delivery charges.

*Please note: All gift card sales are final and cannot be redeemed for cash, except where required by law. In certain states, gift cards may be refunded for cash once the balance is below the applicable state law threshold: Under $10.00 in California; under $5.00 in Colorado, Maine, Massachusetts, Montana, New Jersey, Oregon, and Washington; under $3.00 in Connecticut; under $2.50 in Texas and under $1.00 in Rhode Island and Vermont.

Returning your KAY purchase is easy. Simply return your purchase online or to your local KAY store (or any Sterling Family of Jewelers location).

Custom designed merchandise, class rings, special ordered watches and items engraved with personalized information cannot be returned or exchanged.

  • Credit and Debit Cards: The same account used to make the purchase will be credited the day the return transaction processes.
  • Check: A refund check will be issued from our corporate office and mailed within 21 days.
  • Cash: When funds are available at the store, refunds less than $500 will be given the day of the return. Please Note: Stores will NOT have funds at the start of the day. When funds are insufficient to refund the original purchase amount or the refund amount is greater than $500, a refund check will be issued from our corporate office and mailed within 21 days.
  • e-Gift Card: e-Gift cards cannot be returned (except where required by law). Refunds on returned merchandise purchased with a gift card will be applied to a new e-gift card.

Yes. Shop personalized products today.

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 or to learn more about personalized products, visit your local KAY Jewelers or online.

Our experts are happy to help you create the jewelry of your dreams. From custom engagement rings to re-imagining a vintage favorite, our experts will help you bring your ideas to life.

There are multiple ways to get started:

If you have an existing account, sign into your account on KAY and click “My Items.” Each of your items will show our service plan numbers –if included or purchased.

If you do not have an account. Each of your items will show your service plan numbers –if included or purchased.

To start a repair, visit a KAY Jewelers store (or any Sterling Family of Jewelers location). We offer simplified pricing with bundle packages to make it easy. To view pricing, visit KAY online or in-stores.

Visit a KAY Jewelers store at any time for free jewelry cleaning. Whether you purchased the jewelry from us or not, we're happy to give it an expert cleaning to make it shine like new.

We offer appraisal services at all of our locations, so you can quickly and easily find out the estimated retail replacement value of your jewelry and get documentation in order to obtain insurance coverage. Having your jewelry appraised correctly and accurately is important for both you and your insurance company so that if your jewelry is lost, stolen or damaged it can be used by the insurance company to quote the replacement and to replace it with like kind and quality.

To view the process and pricing.

We take diamond integrity very seriously. We use our proprietary Diamond Gemscope to confirm diamond authenticity, note color gemstone integrity, and capture digital images for planning repairs. Any diamond you bring to KAY will be expertly tested at least three times:

  1. When you first bring it to us
  2. When it's received from the Design & Service Center
  3. At the completion of the repair

At KAY, we have the expertise, experience and resources to ensure your peace of mind. You can trust that:

  • We will pay the most competitive rate for your items or we will return them to you free of charge.
  • We will tell you in advance exactly what our offer will be. Our rates are updated daily and are based on the afternoon London Fix, which occurs at 10:00 AM Eastern Time.
  • Once you accept our offer, your check is mailed to you within two (2) business days.
  • For your safety and security, every package we receive is recorded while it is being opened. We post this video to your own personal account on so you can log in and view your very own valuables being unpacked and weighed. We will keep you informed as your transaction is being handled with complete transparency every step of the way.
  • If, for any reason, you are not happy with the offer you have received or any other aspect of our service, simply return the un-cashed check to us and we will return your items, free of charge.*

*Within thirty (30) days of check issuance. See Terms and Conditions for complete details.

You may trade in any diamond/diamond jewelry item purchased at KAY Jewelers (Natural diamonds can only be traded-in for natural diamonds and lab-created can only be traded-in for lab-created).

For a new diamond/diamond jewelry item that is at least double the trade-in value. Trade-in value is the original purchase price of the trade-in, excluding charges such as tax and shipping. Trade-in values are automatically generated through KAY Jewelers Trade-in Evaluation system.

Learn more about eligibility and exclusions.

Vault Rewards is a loyalty program designed to recognize our customer's loyalty and commitment. The Program is free to join with a tiered membership structure designed to be simple, easy and rewarding. You will earn 1 Gem for every one dollar spent in-store and online. Gems add up to unlock different membership tier status and member-only benefits. View Terms & Conditions.

To join, start by creating an account.

You earn Gems upon enrolling in Vault Rewards and making a purchase in store or online. To earn Gems for an online purchase you must be logged into your Vault Rewards account. You will earn 1 Gem for every dollar spent. Amount spent will be rounded up to the nearest dollar to determine the number of Gems earned per purchase. For example, a purchase of $99.49 will earn 100 Gems. Gems are not earned on tax or shipping charges or on the purchase of gift cards.

Any Gems earned on a purchase of an order that is cancelled or item returned, will be deducted from your Gem balance.

No, Vault Rewards is an independent rewards program and not affiliated with the credit card program perks and benefits at this time.

There are two (2) timelines associated with membership tier status. The qualification period to earn Gems (Jan 1 – Dec 31) and the Program tier status period (Feb 1 - Jan 31).

  • The number of Gems earned anytime during a calendar year (Jan 1 - Dec 31) will determine your membership tier status. Every member’s Gem earning qualification period starts over on Jan 1.
  • Your membership tier status is valid from Feb 1, or the day you enroll in the Program, through Jan 31 the following year. Membership tier status is evaluated annually on Feb 1, based on the prior calendar year’s Gem earning. Membership tier status and associated benefits will last through the next Program tier status period (Jan 31 the following year). For example:
    • If you have Ruby status on Dec 31, 2021, the qualification period will start over on Jan 1, 2022 and your Gem balance will return to zero. Minus any adjustments to your Gem balance resulting in a tier reduction (returned merchandise), your Ruby status will remain valid through Jan 31, 2023. As long as you continue to qualify for a particular membership tier status, it will last through the next Program tier status period (Jan 31 the following year)

No, at this time benefits cannot be shared or combined across member accounts.

If you have agreed to participate in marketing communications as a Vault Rewards member you may receive email communications with select banner loyalty offers. Or you can sign into your KAY account and view any offers you might be eligible to participate in for a Vault Rewards promotion in your digital dashboard. View Vault Rewards member only offers.

Sign up for emails.

Additionally, you can reference our current promotions.

Yes, we offer discounts to military: Active Duty, Veterans, Retirees, Spouses, Dependents, and more. Sign up and learn more with the full list of eligibility.

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:

  • 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

Chain mm widths are approximate, more information can be found on our product pages within the Content Care section.

A diamond's value is determined by its carat weight, color, cut and clarity. For more information about diamonds, please refer to the 4Cs Diamond Guide and Variance Chart. Diamond Total Weights are approximate.

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

White gold is an alloy of yellow gold mixed with light colored alloys, such as nickel, to give it a white appearance. Platinum is a naturally white metal that is more durable and stronger than white gold. Both may be electroplated with rhodium to give a shinier appearance. This may wear off over time. Ask a jewelry consultant for details.

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

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. Lab-grown gemstones can provide remarkable beauty at an exceptional value. Or a wide range of colored gemstones can be cultivated in a lab and offer an affordable alternative to natural gemstones.

You can determine your ring size.

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

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.

Live Support Tools

Let’s get you connected to a Jewelry Expert. Experts are available within the following hours: via Chat and Phone.
Please Note: Times may vary during holiday hours.
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