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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: Yes. The safety of our team members and customers is our top priority and we're doing all we can to prevent the spread of COVID-19. We require masks to be worn by all team members and customers who enter our stores — guidelines recommended by the CDC.

For customers who don't want to wear a mask or have health conditions preventing them from wearing one, we're happy to assist you via virtual appointment or phone consultation.

Q: What are your in-store safety procedures?

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

  • We ask you to avoid entering the store if you have symptoms of COVID-19, namely fever or cough.
  • We screen all employees' health daily.
  • We require all employees and customers to wear a mask — masks must cover the nose and mouth.
  • 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.

Shipping

Q: What are your in-store safety procedures?

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

  • We ask you to avoid entering the store if you have symptoms of COVID-19, namely fever or cough.
  • We screen all employees' health daily.
  • We require all employees and customers to wear a mask — masks must cover the nose and mouth.
  • 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.

Q: When can I expect to receive my kayoutlet.com order?

A: We work to ship your purchase to you as quickly as possible, but factors like personalization, vendor lead times, and COVID-19 shutdowns may impact timelines. Learn more about all shipping options or contact Customer Care at 1-800-527-8029 for details.

Q: Will my special order or personalized jewelry order be delayed Because of COVID-19?

A: Many of our suppliers have begun to reopen, and we're urgently working to fill existing orders as quickly as possible. If we expect a delay with your item, we'll notify you as soon as information is available. As always, contact Customer Care at 1-800-527-8029 if you have any further questions.


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.

Q: I took my jewelry in for a repair, and now my KAY is closed due to COVID-19. What do I do?

A: If your KAY is temporarily closed due to COVID-19, we'll keep your jewelry safe and secure until you're able to safely pick it up after we reopen.

If your local store is open, please contact them to schedule your repair pick up. If your KAY is closed or if you're uncomfortable visiting an open store, we can ship your repaired jewelry to your home. Please contact your local store to arrange shipment.

To find out if your store is open, check here or contact Customer Care at 1-800-527-8029 with questions.

Bring this coupon to any KAY store and save 10 percent on your next jewelry repair of $10 or more. The promo code is R19D-00000-01018. Disclaimer: No cash value. Offer good for one jewelry or watch repair per customer. Jewelry repair must be picked up and paid for by 12/31/20. Excludes battery replacements. Not valid with any other offer.

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 kind of guarantee applies to my gemstones?

A: We guarantee our diamond, sapphire, ruby, and emerald gemstone jewelry for a lifetime — if KAY inspects it every 6 months. Find out more about the Gemstone Guarantee.

Q: Can I purchase additional protection for my jewelry?

A: Of course. With KAY's Extended Service Plan or Jewelry Replacement Plan, you can protect your investment and keep it looking as beautiful as the day you purchased it. Here's everything you need to know about KAY warranty options.

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: We want your holidays to be worry-free. For your convenience, as part of our Love Takes Care™ initiative, all jewelry inspections due between March and December 2020 have been extended until the end of January 2021. If you missed your inspection, feel free to visit us anytime in January to have it completed. Extending inspections is part of our Love Takes Care™ initiative – a program designed to help keep you safe during COVID-19.


Returns & Exchanges

Q: I'd like 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.


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.


More Questions? Answered!

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