Frequently Asked Questions Regarding COVID-19

Yes.  The safety of our team members and customers is our top priority and we are committed to the effort to help stop the spread of the Coronavirus.  We therefore require masks to be worn by both team members and customers while in our stores, which is recommended by the CDC when around people who don’t live in the same household, especially when other social distancing measures are difficult to maintain.  For customers who that do not want to wear a mask or have a health condition, we are happy to assist with a virtual appointment or phone consultation. 

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

If your local store is open to the public, jewelry inspection and cleaning can now be completed.  We recommend scheduling an appointment by contacting your local store. If your local store is temporarily closed, offering curbside services only, od if you are not comfortable coming to the store, 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.   If you would like to confirm your next inspection date, please contact Customer Care at 1-800-527-8029.

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. Many of our suppliers have begun to reopen.  We are urgently working to fill existing orders as soon as possible.  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.

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. While most of our stores are currently open, unfortunately, we are not able to ship any jewelry to closed stores at this time. We will ship to any open store and your home free of charge. We sincerely apologize for any inconvenience this may cause. Our intention is to reopen the rest of our stores once it is safe to do so, as the safety of our team members and customers is our primary concern. 
 

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. The majority of our stores have reopened.  If your local store is open, please contact them to schedule your repair pick up.  If you are uncomfortable picking up your repair we can ship it to your home.  Please contact your local store for additional information.  If your local store has not reopened, we sincerely apologize for any inconvenience this has caused.  We can arrange to have your repair shipped to your home or will continue to keep your jewelry safe and secure until you are able to pick it up once the store reopens. Our intention is to reopen stores as soon as it is safe to do so.  To see if your store has reopened, please check here.  Please feel free to contact Customer Care at 1-800-527-8029 if you have any further questions.  

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

The majority of our stores are now open. If your local store is open, please contact them to schedule an appointment for your warranty repair serivce.  If your local store has not reopened, we sincerely apologize for any inconvenience this has caused.  Our intention is to reopen stores as soon as it is safe to do so.  To see if your store has reopened, please check here.  

Jewelry purchased from Kay can be serviced at any of our locations nationwide.  Whether you need jewelry repair, cleaning or warranty inspection services, we are here to assist.  Use the Find a Store function to locate the nearest store. 

We offer repair services on most jewelry, whether purchased from our store or another jeweler, however many watch repair vendors are experiencing delays at this time.  If your local store is open, please contact them to schedule an appointment for your repair service or for additional repair service questions.  We apologize, repair services are not offered as a curbside service.

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

 
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