Help Center | Kay
We offer one-on-one help both virtually and in-store.
To get started, you can Book a virtual or in-store appointment.
Our trained and certified diamontologists are industry-recognized pros. They will help you with solid advice and tips you can trust when you're:
Get inspired with great gift ideas.
Sign up for text-messages.
Need additional help and want to speak with a Jewelry Expert? To get started, you can Book a virtual or in-store appointment.
Gift cards are available in any value from $25 to $2000. The KAY Jewelers gift card never expires and can be redeemed at any KAY Jewelers retail location or Kay online.
Choose the payment options to fit your budget. We offer a variety of payment options to make it easy for you. We accept the following types of payment:
Your gift card can be redeemed at any KAY Jewelers retail location or KAY online at checkout.
To apply for a KAY Jewelers Credit Card.
We have zero down special financing* on purchases of $300 or more with The KAY Jewelers Credit Card issued by Comenity Bank
* Minimum payments are required for each Credit Plan. Valid for single transaction only. If the single transaction has multiple shipments, each shipment may result in a separate Credit Plan, subject to a separate minimum purchase requirement.
Credit card offers are subject to credit approval.
KAY Jewelers Credit Card Accounts are issued by Comentiy Bank or other lenders as applicable. For other lender Credit Card Accounts, please see your credit card agreement for account terms, including available credit plans and down payment requirements.
Your new credit card will arrive in the mail 7-10 business days from the date you opened your account. If you do not receive your card after 10 business days, please call Comenity Bank at 1-855-506-2499 (TDD/TTY: 1-800-695-1788) to request another card.
For any questions, please call Comenity Bank at 1-855-506-2499 (TDD/TTY: 1-800-695-1788) or visit and go to the help page and select transactions and statements.
To link your account, log into your account. On the āMy Account Pageā, select āDigital Walletā, and add KAY Jewelers Credit Card to your account.
Once your card is successfully linked, it will automatically appear as a payment option in the billing step, and you can use it on your next purchase.
Yes, unless you sign up for paperless statements, a monthly statement is mailed if you have a balance or there is activity on your account.
Comenity Bank
To avoid a late fee, you must pay at least the minimum amount due before 5:00 PM ET, on or before the due date.
Concora Credit
For questions about your statement or call Concora Credit at 1-800-228-8139.
Itās easy to sign up! Visit and click āRegister.ā Enter your account information (use your current account number).
Comenity Bank
If you have attempted multiple unsuccessful logins, your online account access is suspended for your security. We will send an email with instructions to the email address we have on file for your account.
In the event you are still having login issues and need to pay your bill, you can use Easy Pay
Concora Credit
For assistance with your account or call Concora Credit at 1-800-228-8139.
For questions about your KAY Jewelers Credit Card, call Comenity Bank at 1-855-506-2499 (TDD/TTY: 1-800-695-1788) or visit your nearest KAY store.
Yes! Many items are available for pickup in your store today. For items that are not available for pickup today, we'll ship your purchase to the KAY store of your choice - for free. Pick it up at your convenience, and get advice and answers from our jewelry pros.
Here is how it works:
No, we are only able to ship orders to street addresses in the 50 United States.
Final sales tax is calculated based on the shipping address zip code where the merchandise is being delivered. To get an estimated sales tax calculation, utilize the Estimated Sales Tax field located in the shopping bag. Please note: This is an estimated calculation; the amount may change depending on the location (zip code) where the merchandise is shipped.
To modify your order, go to the Order Status page and use the "Modify" button. Your order will be canceled, and you can place the order again with any necessary changes. If the "Modify" button is not available in the order status, the order has been transmitted to our fulfillment center and is no longer able to be modified.
To cancel your order, go to the Order Status page. You can cancel within one hour of placing your order. If the option to cancel an order is not shown in the order status, the order has been transmitted to our fulfillment center and is no longer able to be canceled.
Note: Modifying an order or canceling may result in a pending hold on your bank-issued credit card or KAY account. These holds will typically be released in 2-5 business days and may impact the amount you have available to purchase. The merchandise from a canceled or modified order may not be available for immediate re-purchase.
Start a claim for a missing package.
Answering a few questions will immediately open a ticket so we can resolve this for you. Please continue if your tracking status is one of the following cases:
Note: Packages shipped more than 60+ days ago are not eligible for a claim investigation.
You will receive an email (and text message if selected at checkout) advising you when your order is shipped and another email when your order is ready for pick up.
There are three shipping options!
Please refer to the estimated delivery date shown in Checkout for your order, which includes processing and transit times.
Same-Day Delivery with OneRail
Need your jewelry fast and can't get away? Our friends at OneRail* have you covered. Shop your local KAY online and place your order by 1:00 P.M. Local Time to get it delivered today without having to leave home! Great for last-minute birthday shopping, anniversaries that pop up, or grabbing a holiday gift. *Availability, selection, and order cut-off times may vary by location. Fees apply to same day delivery. Find out more about how Same-Day Delivery works here and get ready to gift!
Ship to a UPS Access Pointā¢
Looking for a secure, flexible delivery option? You can have your package shipped to a UPS Access Point near you.You will also receive an email - and a text if you choose that option - with your tracking number and estimated delivery date.
Additionally, you can use the tracking number on your carrier's website.
*Please note: All gift card sales are final and cannot be redeemed for cash, except where required by law. In certain states, gift cards may be refunded for cash once the balance is below the applicable state law threshold: Under $10.00 in California; under $5.00 in Colorado, Maine, Massachusetts, Montana, New Jersey, Oregon, and Washington; under $3.00 in Connecticut; under $2.50 in Texas and under $1.00 in Rhode Island and Vermont.
Returning your KAY purchase is easy. Simply return your purchase online or to your local KAY store (or any Sterling Family of Jewelers location).
Custom designed merchandise, class rings, special ordered watches and items engraved with personalized information cannot be returned or exchanged.
Yes. Shop personalized products today.
KAY Jewelers offers engraving on select merchandise. It can take up to ten days for this service. For a price quote on specific engraving requests or to learn more about personalized products, visit your local KAY Jewelers or online.
Our experts are happy to help you create the jewelry of your dreams. From custom engagement rings to re-imagining a vintage favorite, our experts will help you bring your ideas to life.
There are multiple ways to get started:
If you have an existing account, sign into your account on KAY and click āMy Items.ā Each of your items will show our service plan numbers āif included or purchased.
If you do not have an account. Each of your items will show your service plan numbers āif included or purchased.
To start a repair, visit a KAY Jewelers store (or any Sterling Family of Jewelers location). We offer simplified pricing with bundle packages to make it easy. To view pricing, visit KAY online or in-stores.
To track your service or repair here.
Visit a KAY Jewelers store at any time for free jewelry cleaning. Whether you purchased the jewelry from us or not, we're happy to give it an expert cleaning to make it shine like new.
We offer appraisal services at all of our locations, so you can quickly and easily find out the estimated retail replacement value of your jewelry and get documentation in order to obtain insurance coverage. Having your jewelry appraised correctly and accurately is important for both you and your insurance company so that if your jewelry is lost, stolen or damaged it can be used by the insurance company to quote the replacement and to replace it with like kind and quality.
We take diamond integrity very seriously. We use our proprietary Diamond Gemscope to confirm diamond authenticity, note color gemstone integrity, and capture digital images for planning repairs. Any diamond you bring to KAY will be expertly tested at least three times:
At KAY, we have the expertise, experience and resources to ensure your peace of mind. You can trust that:
*Within thirty (30) days of check issuance. See Terms and Conditions for complete details.
You may trade in any diamond/diamond jewelry item purchased at KAY Jewelers (Natural diamonds can only be traded-in for natural diamonds and lab-created can only be traded-in for lab-created).
For a new diamond/diamond jewelry item that is at least double the trade-in value. Trade-in value is the original purchase price of the trade-in, excluding charges such as tax and shipping. Trade-in values are automatically generated through KAY Jewelers Trade-in Evaluation system.
Vault Rewards is a loyalty program designed to recognize our customer's loyalty and commitment. The Program is free to join with a tiered membership structure designed to be simple, easy and rewarding. You will earn 1 Gem for every one dollar spent in-store and online. Gems add up to unlock different membership tier status and member-only benefits. View Terms & Conditions.
To join, start by creating an account.
You earn Gems upon enrolling in Vault Rewards and making a purchase in store or online. To earn Gems for an online purchase you must be logged into your Vault Rewards account. You will earn 1 Gem for every dollar spent. Amount spent will be rounded up to the nearest dollar to determine the number of Gems earned per purchase. For example, a purchase of $99.49 will earn 100 Gems. Gems are not earned on tax or shipping charges or on the purchase of gift cards.
Any Gems earned on a purchase of an order that is cancelled or item returned, will be deducted from your Gem balance.
No, Vault Rewards is an independent rewards program and not affiliated with the credit card program perks and benefits at this time.
There are two (2) timelines associated with membership tier status. The qualification period to earn Gems (Jan 1 ā Dec 31) and the Program tier status period (Feb 1 - Jan 31).
No, at this time benefits cannot be shared or combined across member accounts.
If you have agreed to participate in marketing communications as a Vault Rewards member you may receive email communications with select banner loyalty offers. Or you can sign into your KAY account and view any offers you might be eligible to participate in for a Vault Rewards promotion in your digital dashboard. View Vault Rewards member only offers.
Additionally, you can reference our current promotions.
Yes, we offer discounts to military: Active Duty, Veterans, Retirees, Spouses, Dependents, and more. Sign up and learn more with the full list of eligibility.
The millimeter is our standard unit of measurement for jewelry dimensions. By using millimeters, we can provide you with the most accurate height, width and length for your jewelry. To give you a better idea of your jewelry's dimensions:
Chain mm widths are approximate, more information can be found on our product pages within the Content Care section.
A diamond's value is determined by its carat weight, color, cut and clarity. For more information about diamonds, please refer to the 4Cs Diamond Guide and Variance Chart. Diamond Total Weights are approximate.
A setting fee is assessed based on the size of the diamond and the metal type used to secure the diamond in the mounting.
White gold is an alloy of yellow gold mixed with light colored alloys, such as nickel, to give it a white appearance. Platinum is a naturally white metal that is more durable and stronger than white gold. Both may be electroplated with rhodium to give a shinier appearance. This may wear off over time. Ask a jewelry consultant for details.
Rubies, sapphires and emeralds are precious gemstones. All other gemstones are referred to as semi-precious.
Lab-created stones are formed in a controlled environment whereas natural gemstones are formed by mother nature's natural processes. Both share the same physical, chemical and visual properties. Lab-grown gemstones can provide remarkable beauty at an exceptional value. Or a wide range of colored gemstones can be cultivated in a lab and offer an affordable alternative to natural gemstones.
You can determine your ring size.
If you do not see your ring size listed for a ring you like, please visit the KAY store nearest you to determine if a ring can be ordered in your size.
Yes. Using our Design-a-Ring feature, you can choose a diamond and a setting online and see how your completed ring will look. We put thousands of diamonds and hundreds of settings at your fingertips. Once you've found "the one," our expert craftsmen will place your diamond in the setting you've chosen and send the completed ring on its way to you.