Kay Help & FAQs
Kay Help & FAQs
Return and Refunds
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
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.
The address for our corporate headquarters is:
Sterling Jewelers Inc.
375 Ghent Road
Akron, Ohio 44333
No, we are only able to ship orders to street addresses in the 50 United States.
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.
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.
Your credit card will be charged for your purchase the day the merchandise is shipped to the store.
No, there are no shipping charges applied to orders shipped to a store.
Ring Sizing and Engraving
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.
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.)
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.
If you are interested in creating a custom piece of jewelry, please visit one of our Kay Jewelers locations.
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
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
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.
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 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.
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. The lab produced stone is usually free from major defects and can be structurally stronger than its natural counterpart while also achieving optimum color.
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.