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Frequently Asked Questions

We've Got Your Answers Right Here

COVID-19

All of us are doing things a bit differently these days in light of COVID-19. At KAY, while our commitment to an amazing shopping experience hasn't changed, a few of our guidelines have. We're doing all we can to keep all our customers and Jewelry Consultants safe while continuing to provide the best jewelry shopping experience anywhere. See how we're doing it in the sections below.

Q: Am I required to wear a face mask when I go to a store?

A: No. Customers are not required to wear a mask or face covering while shopping in our stores, unless required by state or local law. We will continue to have masks available for customers who choose to wear one, as well as offer virtual appointment or phone consultations for customers who may not be comfortable visiting in store.

Q: What are your in-store safety procedures?

A: The following safety measures are in place for open stores:

  • All team members must wear masks.
  • We ask you to avoid entering the store if you have symptoms of COVID-19, namely fever or cough.
  • We clean jewelry before and after handling by each customer, and disinfect case surfaces frequently.
  • Employees must wash their hands often. Hand sanitizer is available for customers throughout the store.
  • Everyone must maintain a 6-foot distance from others and avoid unnecessary physical contact.

Placing An Order

Q: HOW CAN I PAY FOR MY ORDER?

A: Learn more about all the payment options we offer.

Q: WHEN WILL I BE CHARGED FOR MY ORDER?

A: 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

Q: HOW DO I FIND OUT ABOUT CURRENT DISCOUNTS AND PROMOTIONS?

A: 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 Outlet text alerts on your mobile phone. You can also learn about current discounts and promotions by visiting our Promotions page.


Delivery & Pickup Information

Q: WHAT SHIPPING AND PICK UP OPTIONS DO YOU OFFER ONLINE SHOPPERS?

A: At KAY Outlet, 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

Q: CAN I TRACK MY ORDER?

A: Yes! You can track your order here as a Guest with your email and your order number. If you have established a kayoutlet.com account, you can track your order status by signing in and visiting the My Orders section under My Account.


Returns & Exchanges

Q: I WANT TO RETURN MY PURCHASE. WHERE DO I BEGIN?

A: If you're not happy, we're not happy. Find out how to return or exchange your item, no questions asked.

Q: WHEN WILL I RECEIVE MY REFUND?

A: 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

Q: What do I do if my jewelry needs a repair?

A: 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.

Q: How does the repair process work?

A: Here's how we repair jewelry for you, step by step:

  1. You bring in your jewelry for an expert assessment.
  2. 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.
  3. 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.
  4. Once you approve the quote, your jewelry is sent to our Master Craftsmen, who restore your piece with meticulous care.
  5. 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.

Q: Are repairs guaranteed?

A: We guarantee all repairs for 6 months. If any of our work doesn't meet your expectations, we'll repair it for free.


Jewelry Maintenance

Q: How do I care for my jewelry at home?

A: 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.

Q: What's the best way to maintain jewelry?

A: 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.

Q: Can I get my jewelry cleaned at KAY?

A: Our inspections and cleaning are always free for all of your jewelry — even if you didn't buy it from us.


Warranties, Guarantees, & Service Plans

Q: WHAT PROTECTION PLANS ARE AVAILABLE FOR MY JEWELRY?

A: Of course. We offer a Lifetime Diamond and Gemstone Guarantee and several optional extended service plans for your jewelry. Learn more about our Protection Plans.  

Q: What additional warranties might apply to my jewelry?

A: Many brands carry their own warranties — a promise to you that the merchandise you buy will stand the test of time. See our list of brand warranties to find out if your jewelry or watch has added protection.

Q: I'd like to upgrade to a larger diamond. How do I do that?

A: 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 or KAY Jewelers Outlet locations.

Q: DOES COVID-19 IMPACT MY WARRANTY AT ALL?

A: Jewelry inspection and cleaning services are available in all open to the public stores. We recommend scheduling an appointment by contacting your local store.


Appointment Booking

Q: CAN I BOOK AN APPOINTMENT WITH A JEWELRY EXPERT BASED ON MY SCHEDULE?

A: Yes! Our jewelry experts are available for either an in store or an online appointment during our regular business hours. You can book an appointment based on your schedule.


Custom Design

Q: I have an idea for a custom design. Where do I begin?

A: 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.

Q: How will I know when to expect my custom design order?

A: 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:

  • COVID-19 delays
  • 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 Customer Care at 1-800-527-8029 if you have any further questions.


Ring Sizing

Q: How do I measure ring size?

A: 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.


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