a Message From our president
 

MAY 12, 2020

Dear KAY Family,

I’m excited to share we are slowly re-opening KAY and KAY Outlet stores as local and state guidelines allow – and only when we are confident it’s safe for both our customers and team members to do so.

We’ve been so touched by the ways you are continuing to show your love – from at-home proposals and weddings to virtual Mother’s Day celebrations. You haven’t let the circumstances stop you from showing your family and friends all the love they deserve – and you can expect the same level of commitment from KAY.

We’ll ensure you have a safe and satisfying experience wherever you choose to shop:
 
  • In Store:  Visit our Find A Store page on Kay.com for the latest list of stores now open. We have implemented safety measures in all locations to ensure our team members are healthy and our jewelry, equipment and surfaces are cleaned and sanitized.
 
  • Curbside: Select KAY stores are offering curbside concierge services by appointment only. You can see a list of stores offering curbside concierge services on our Find A Store page and then schedule a virtual appointment with a jewelry consultant to arrange this service.
 
  • At Home: If your store is still closed – or you prefer to shop from home – you can always speak with a jewelry consultant over the phone, live chat or book a virtual appointment for assistance shopping online. Get started here. Shipping and returns are both free.

No matter where you are, we are here to help you express love, because #LoveIsUnstoppable!

We look forward to seeing you soon! Please continue to share your photos and videos on Instagram, Facebook or Twitter and tag @KayJewelers. We love to see all the things you do for love and celebrate right alongside you!

Thank you, KAY friends and family, and much love,

Jamie Singleton
President KAY Jewelers

 

Frequently Asked Questions Regarding COVID-19

Between 3/23/20 and 4/5/20*, select sizable ring styles purchased on kay.com or kayoutlet.com will receive free ring sizing valid for up to 90 days after KAY or KAY Outlet stores reopen.** Simply bring your ring and packing slip into your local KAY or KAY Outlet location to initiate the size adjustment.

 * Offer not valid on rings purchased before 3/23/20 or after 4/5/20.

** Please note that our stores are temporarily closed due to the COVID-19 pandemic at this time.

 

We have extended our return policy to accommodate our customers during these uncertain times. Purchases made in store 2/22/20 – 3/22/20 are eligible for a return or exchange within 90 days from the original purchase date. Purchases made online 2/22/20 – 3/22/20 are also eligible for return within 90 days from the original purchase date. Exchanges cannot be processed on kay.com.

We appreciate that you are concerned with maintaining your lifetime warranty. While your jewelry is expected to be cleaned and inspected every six months, we will extend a six month grace period from the original inspection date to remain compliant with your warranty terms during these unprecedented times. We will continue to take good care of you and your jewelry needs when you are able to comfortably return for your inspection, as the safety of our team members and customers is our primary concern. 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.

Providing our customers with the best value in selecting the perfect gift is very important to us. We will continue to offer exceptional pricing, both in store and online, to make certain our customers always receive the best value. For the most up to date offers please refer to our deals 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 any 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 recommend contacting your local store to confirm they have reopened prior to visiting. 

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.

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.

Due to the current situation with COVID-19, you may experience shipping delays. We value our customers greatly and apologize for any inconvenience this may cause. Thank you for your continued patience and understanding.  

The safety of our customers and team members has made it necessary to temporarily close all Kay Outlet locations. Unfortunately, we are not able to ship any jewelry to the stores at this time, but we will ship to your home free of charge. We sincerely apologize for any inconvenience this has caused. 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. Please stay tuned to our website and social media channels for updates on when we will reopen our stores."
 

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 is 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. 

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.

We appreciate that you are considering a new piece of jewelry to celebrate your special moment. In the event our store temporarily closed while your new piece of jewelry was out for service, it will be safely secured until we can reopen. For most online purchases, your order will be shipped in the requested size unless otherwise noted. Select pieces purchased online will be shipped in the standard stock size and will be available to be resized at your local KAY or Kay Outlet within 90 days of their reopening at no additional cost. If the piece you would like to order must be shipped in its stock size and later resized to fit your needs, you will see a message within the product's description before adding it to your cart.

Beginning on 3/23/20*, purchase select sizable ring styles on kay.com or kayoutlet.com and enjoy free ring sizing valid for up to 90 days after KAY or KAY Outlet stores reopen.** Simply bring your ring and packing slip into your local KAY or KAY Outlet location to initiate the size adjustment.

* Offer not valid on rings purchased prior to 3/23/20.
** Please note that as of 03/23/20 our stores are temporarily closed due to the COVID-19 pandemic.

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

We take the highest level of care when it comes to your most prized possessions. Know that all repairs are secured in our Vault providing you protection and peace of mind.

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. We recommend contacting the store to confirm they have reopened prior to visiting.

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.

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