More Questions? Answered!
Can't find the info you're looking for? Please contact us for additional help or find out more info about our parent company, Signet Jewelers.
Frequently Asked Questions
We've Got Your Answers Right Here
Placing An Order
Learn more about all the payment options we offer.
At the time you place your order online, there will be an automatic “hold” for the full amount of your order placed on your credit card by your financial institution to ensure that the funds are available. Your card will not be charged until your order ships. If there are multiple items in your order, they may ship separately, and each item will be charged separately at the time it ships. When your card is charged, the funds that were being held will actually be deducted from your account. Holds on your credit card generally fall off in up to 8 business days, depending on your financial institution’s guidelines, or up to 30 days if you paid with PayPal, ApplePay, or with your store credit card.
Discounts & Promotions
The best way to learn about discounts and promotions is to sign up to receive emails from us. You can also sign up to receive KAY text alerts on your mobile phone. You can also learn about current discounts and promotions by visiting our Promotions page.
Delivery & Pick Up
At KAY, we want you to be confident in your purchase. We offer various shipping and pick up solutions to meet your needs. Learn more about all of our delivery and pick up options.
Order Status & Tracking
Yes! You can track your order here as a Guest with your email and your order number. If you have established a KAY account, you can track your order status by signing in and visiting the My Orders section under My Account.
Oh, no! We can help investigate. Start by submitting an online form that describes your situation, and we’ll get started. Start Claim Form
Returns & Exchanges
If you're not happy, we're not happy. Find out how to return or exchange your item, no questions asked.
Processing time for refunds is approximately five (5) business days from the date of the return. The refund will be generated at the time the return is processed, but the timeframe for it to reflect as a credit on your card is dependent on your individual financial institution. However, most are reflected in 5-7 Business Days.
Repairs
When a piece of jewelry becomes a part of your life, it's natural for the metal to wear down over time, for prongs to become loose, or for chains to break. We offer ring sizing, prong replacement, prong retipping, watch repair, chain soldering, clasp replacement, and more. Simply bring your jewelry to your local KAY and an experienced Jewelry Consultant will help you begin the repair process.
Here's how we repair jewelry for you, step by step:
- You bring in your jewelry for an expert assessment.
- We clean and inspect your jewelry. We take a picture of your diamond or gemstone to determine its characteristics, and email photos to you for your reference.
- Our Jewelry Repair Team determines which repairs may be covered by a service plan or warranty, and we quote you the final cost of repairs.
- Once you approve the quote, your jewelry is sent to our Master Craftsmen, who restore your piece with meticulous care.
- After a final polish and inspection, your piece is sent back to your local store and you're notified via email when it's ready to be picked up.
Jewelry Care & Cleaning
The best way to care for your jewelry depends on many factors: the type of metal, the types of stones, and even the style of the jewelry. KAY Cleaning Wipes are great to have on hand for most jewelry, or you can check out our detailed guide for more how-tos.
It's best to catch problems before you lose a stone or suffer expensive damage. We suggest bringing your jewelry in for inspection every 6 months, with routine maintenance every 2-3 years.
Yes! Our inspections and cleaning are always free for all of your jewelry — even if you didn't buy it from us.
Service Plans & Diamond Upgrades
Of course. We offer several optional extended service plans for your jewelry. Learn more about our Protection Plans and find the right fit for your jewelry.
You may trade in your diamond for another diamond at least double the trade-in value, and trade-ins of in-store and online purchases are accepted at most KAY stores.
Free Style Consultations & Appointments
Yes! Our jewelry experts are available for either in store or online appointments during our regular business hours. You can book an appointment based on your schedule for styling advice, help finding the perfect engagement, and more!
Custom Design
Our experts are happy to help you create the jewelry of your dreams. From custom engagement rings to reimagining a vintage favorite, our experts will help you bring your ideas to life. Learn about our custom programs.
While we want to be as accurate as possible when calculating the estimated arrival date for your order, there are some factors that may cause that to change. Factors that might delay your custom design order include:
- Domestic and international holidays
- Vendor closures
- Delays in credit approval
- Weather delays
- Other shipping/vendor service disruptions
- APO/FPO/DPO orders going through the Military Postal Service Agency (MPSA)
If we expect a delay with your item, we will notify you as soon as information is available. As always, contact our Customer Care team if you have any further questions.
Ring Sizing
It's important to get the right fit. Find helpful hints for measuring yourself and secretly finding the size of your significant other with our Ring Size Guide.
Have a question? Check out our Kay FAQs | Kay