Returns and Exchanges

Don't Love it? We Make it Easy to Make it Right


Returning your KAY purchase is easy. Simply return your purchase at any KAY (or any Sterling Family of Jewelers location) or return your online purchase by mail up to 30 days after your purchase was shipped. Special Holiday Extended Return Period: Merchandise purchased (shipped) between October 16,  2020 and December 24, 2020 can be returned through January 24, 2021.

If you’d rather exchange your purchase for something new, great! Simply bring it into any KAY (or Sterling Family of Jewelers location) within 60 days after your order was shipped.

Please note: Watches may be returned or exchanged within 30 days after the purchase was shipped if in original condition with its packaging, warranty documents, and instructions.


How to Ship Your KAY.com Return

Follow These Easy Steps:

  1. Box your item up securely, in the original packaging if possible.
  2. Your packing slip and all original documents MUST accompany your return. Let us know your reason for return on the packing slip—we’re always looking for ways to do it better!
  3. Stick the pre-printed return label on the center of the box and your pre-printed return address on the top left corner of the box.
  4. Ship your package pre-paid and insured for the full purchase price to:

    SJIX
    375 Ghent Rd.
    Akron, OH 44333

What Happens Next?

Our Quality Assurance team will inspect your shipment before we can process a refund. If everything looks good, we will credit your original payment method, excluding delivery charges, within three weeks of receiving your return.

Please note: We can process KAY.com returns by mail, but any purchase made in store must be returned or exchanged in person at a KAY Jewelers or Sterling Family of Jewelers location. KAY isn't responsible for merchandise that's not received or not returned in accordance with these terms.


Questions About Your Order?

Review your order
Give us a call at 800-527-8029.


Some Items Cannot Be Returned or Exchanged

Exemptions include special order watches, custom designed merchandise, ear piercing earrings, items engraved with personalized info, class rings, and merchandise received via the Jewelry Replacement Plan.

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