covid-19 statement & helpful FAQs
 


Love is unstoppable

KAY's Response to COVID:
 

FAQs
 

Yes, customers and employees must wear masks in store. We wear masks to protect you, so please wear a mask to protect us.
 

The following safety measures are in place for open stores:

  • All employees and customers must wear a mask. Masks must cover your nose and mouth
  • Jewelry is cleaned before and after handling by each customer
  • Employee health screenings are conducted daily
  • Employees wash their hands frequently
  • We perform frequent cleanings and wipe down all surfaces
  • Avoid entering the store if you have symptoms of COVID-19, namely fever or cough
  • Hand sanitizer is available at entrance and throughout store
  • Maintain a six-foot distance from others
  • Sneeze or cough into a cloth or tissue, or if unavailable, your elbow
  • Avoid shaking hands or engaging in unnecessary physical contact

While the best guidance for jewelry cleaning and inspections is every six months as stated in our lifetime guarantee, your safety, as well as that of our team members is our primary concern. We will extend a six month grace period from the original inspection date to remain compliant with your warranty terms during these unprecedented times. Your warranty will not void and we will continue to take good care of you and your jewelry needs when you are able to comfortably return for your inspection. We will happily inspect and honor your warranty at that time. In the event of any changes, we will post updated information on our website. If you would like to confirm your next inspection date, please contact Customer Care at 1-800-527-8229.

Providing our customers with the best value in selecting the perfect gift is very important to us. We will continue to offer exceptional pricing online to make certain our customers always receive the best value. For the most up to date offers please refer to our offers page.  

The safety of our employees and customers will continue to be the primary driver in our opening and closing practices. Our intention is to reopen temporarily closed stores as soon as it is safe to do so as the safety of our team members and customers is our primary concern.  

We apologize for the delay and understand how you feel. Each piece of jewelry is important as well as the sentiment that surrounds your jewelry. We are urgently working with our suppliers on updates to be proactive on existing orders. We will continue to notify customers of any potential delays as soon as information is available. Please feel free to contact Customer Care at 1-800-527-8029 if you have any further questions.

While the best guidance for jewelry cleaning and inspections is every six months as stated in our lifetime guarantee, your safety, as well as that of our team members is our primary concern. We will extend a six month grace period from the original inspection date to remain compliant with your warranty terms during these unprecedented times. Your warranty will not void and we will continue to take good care of you and your jewelry needs when you are able to comfortably return for your inspection. We will happily inspect and honor your warranty at that time. In the event of any changes, we will post updated information on our website. If you would like to confirm your next inspection date, please contact Customer Care at 1-800-527-8029.

We apologize that you are not able to pick up your jewelry that was being serviced and understand how concerning that can be. Unfortunately, we are not able to ship any jewelry at this time. The safety of our customers and team members has made it necessary to temporarily close, and we will be unable to return your repair until it is safe to reopen the store. We sincerely apologize for any inconvenience this has caused and will continue to keep your jewelry safe and secure until you are able to pick it up. Our intention is to reopen stores as soon as it is safe to do so. 

We are still shipping online orders. Due to the current situation with COVID-19, you may experience shipping delays. Please refer to the estimated arrival date on the individual product information page or in the shopping bag. Please know selecting a faster shipping method does not override the processing times for any order, and the estimated arrival date does include all processing and shipping times per the shipping method you’ve selected. We value you greatly and apologize for any inconvenience this may cause.

The safety of our customers and team members has made it necessary for some KAY locations to remain temporarily closed. Unfortunately, we are not able to ship any jewelry to closed stores at this time.  Select stores are open for curbside pickup and we will ship to open stores and your home free of charge. We sincerely apologize for any inconvenience this has caused. Our intention is to reopen   stores once it is safe to do so, as the safety of our team members and customers is our primary concern. Please stay tuned to our website and social media channels for updates on store reopenings.

We understand how much your jewelry means to you and want you to know how much we appreciate your trust in us to properly restore it. As the safety and security of our employees and customers is our top priority, we want to inform you that your local store may still be temporarily closed. Although your precious jewelry is either at the closed location or waiting for restoration at one of our service centers, we want to assure you that we have taken great care to safely secure your jewelry. To see if your store has reopened, please check here.

As we navigate through this very challenging time in our country, we anxiously await the re-opening of the store and will notify you when your jewelry is ready for you to pick it up.

As a valued and loyal customer of KAY and Kay Outlet, we have extended our rewards through September 7, 2020.

We apologize that we are not able to ship your jewelry that was being serviced and understand how concerning that can be. We sincerely apologize for any inconvenience this has caused and will continue to keep your jewelry safe and secure until you are able to safely pick it up. Our intention is to reopen the store once it is safe to do so, as the safety of our team members and customers is our primary concern.

All layaway payments will be deferred until stores reopen.  Please contact Customer Care for more information at 1-800-527-8029.

In order to make a Progressive Leasing payment while stores closed, please contact Progressive Leasing to make a payment at (866) 319-0290.

As we all continue to navigate the difficulties resulting from COVID-19, Signet’s payment providers (Comenity, Genesis and Progressive Leasing) are able to work with customers during disasters such as COVID-19. If you have questions regarding managing your credit card account, please call the provider phone number on the back of your credit card or on your billing statement. For questions on your account with Progressive Leasing call 866-319-0290.

Kay credit card payments can be made through the mail, online or over the phone by contacting the provider number on the back of your card or on your billing statement. Progressive Leasing payments will continue to be auto drafted from your checking account. For questions on your account with Progressive Leasing call 866-319-0290.

We're Still Here for You
 

Speak with A Jewelry Consultant

Talk with a trusted KAY expert via your phone or computer audio, just click on the Live Expert icon. Our consultants can help answer all of your questions and choose the best jewelry to own and to give.

Book a virtual Appointment

To get started, select your nearest KAY store as well as a date and time that works for you. Then enter your contact info and the reason for your appointment. That's it—you're booked! Keep an eye out for your email confirmation. A trusted jewelry consultant will reach out to you via phone on your appointment date.

Live Chat with a jewelry consultant

Type to chat with a Customer Care Agent. A dedicated member of our Customer Care team will respond to assist you with questions on orders, current promotions and more.

 
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