Learn About KAY Returns & Exchanges
We are NOW offering free returns by mail for online purchases!
If you’re not happy with your purchase, we’re not happy and we will make it right.
You may return your purchase at any KAY Jewelers or Sterling Family of Jewelers location for up to 30 days after the purchase was made (shipped). You can also choose to exchange your purchase at any KAY Jewelers or Sterling Family of Jewelers location within 60 days after order was placed (shipped). We will credit your original payment method, excluding delivery charges. These options exclude Special Ordered watches, custom designed merchandise, ear piercing earrings, items engraved with personalized information, class rings and merchandise received via the Jewelry Replacement Plan.
Watches may be returned or exchanged within 30 days after the purchase was made (shipped), if in original condition (unworn and unaltered) and accompanied by the original packaging, warranty documents and instructions.
We can process returns from kay.com by mail, but in-store purchases and exchanges must be done at a KAY Jewelers or Sterling Family of Jewelers location.
Preparing Your Return by Mail
To return an order by mail, please follow these steps (they're also on your packing slip).
- Indicate the reason for your return in the Return Reason column on the packing slip next to the item you're returning.
- Include the packing slip and all original documents in the package.
- Put the pre-printed return label on the center of the box, and the pre-printed return address label on the top left corner of the box.
- Ship your package pre-paid and insured for the full purchase price.
- Your packing slip MUST accompany the return.
- All returns will be inspected by our Quality Assurance team before we can process a refund.
- We will credit your original payment method, excluding delivery charges, within three weeks of receiving your return.
- Mail your return to the following address: SJIX, 375 Ghent Rd. Akron OH 44333
Kay.com isn't responsible for merchandise that's not received or not returned in accordance with these terms.
Your Order Information
Questions about your order? Give us a call at 800-527-8029.