Customer Service

I would like to write a letter to your corporate offices. What address can I use?
The address for our corporate headquarters is:
Sterling Jewelers Inc.
375 Ghent Road
Akron, Ohio 44333
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If I want to mail a payment , what address should I send it to?
Kay Jewelers
PO Box 740425
Cincinnati, OH 45274-0425

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Do you offer any warranties on your merchandise?
Kay Jewelers' Lifetime Diamond & Gemstone Guarantee accompanies merchandise containing diamonds, rubies, sapphires or emeralds.

In addition, you may purchase Kay Jewelers Lifetime Extended Service Plan. The Extended Service Plan furnishes labor and parts necessary to maintain your merchandise in usable and wearable condition provided such service is necessitated by merchandise worn during normal conditions.
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What is Kay Jewelers return and refund policy?
Kay.com's generous return policy is the same as for an in-store purchase.  You may return or exchange your merchandise within 90 days (30 days for watches).  Learn more

If your online purchase was picked up at the store, it must be returned to the store.  Kay.com will not accept the return of merchandise picked up at the store.
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Do you have a trade-in policy?
You may trade in your diamond for another diamond at least double the trade-in value. The trade-in value is the original purchase price, excluding charges such as tax and shipping. Color gemstone jewelry is not eligible for trade-in. Trade-ins of in-store and online purchases are accepted at any Kay Jewelers location.  (Trade-ins are not accepted at kay.com.)
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What determines the price of a diamond?
A diamond's value is determined by its carat weight, color, cut and clarity. For further information about diamonds please refer to the 4Cs Diamond Guide section on our website.
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What is the difference between white gold and platinum?
White gold is pure gold that is mixed with alloys to give it a white color. Platinum is pure metal that is naturally white and much more durable and stronger than white gold.
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What colored gemstones are considered precious?
Rubies, sapphires and emeralds are precious gemstones. All other gemstones are referred to as semi-precious.
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What is the difference between natural and lab-created stones?
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. The lab produced stone is usually free from major defects and can be structurally stronger than its natural counterpart while also achieving optimum color.
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Do all rings come in the same size or are there different sizes available?
All of our rings are sized to what has been determined is an average finger size. When you purchase a ring on kay.com, you will be shown the size (or sizes) in which the ring is available. If your finger is a different size, we can adjust the ring.  Learn more
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Do you offer engraving?
Kay Jewelers offers engraving on rings. It can take up to ten days for this service. For a price quote on specific engraving requests, please visit your local Kay Jewelers. (Engraving is not available on kay.com.)
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How will I know when my order is ready for pick up at my Kay Jewelers store?
Your order will be shipped from kay.com to the Kay store of your choice. You will receive an email advising you when your order is shipped and another email when your order is ready for pick up.
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When will my credit card be charged for my in-store pick up?
Your credit card will be charged for your purchase the day the merchandise is shipped to the store.
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Will I have to pay shipping charges if I request in-store pick up?
No, there are no shipping charges applied to orders shipped to a store.
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Can I have someone other than me pick up my order?
No, for security reasons, the person who ordered the merchandise must be the one to pick up the order.
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What do I need to bring with me to the store to pick up my order?
You must bring a valid photo ID (such as a driver's license). You will be required to sign for your merchandise when you arrive to pick it up.
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If requested, can I have my merchandise gift wrapped at the store?
Yes, just inform the sales associate at the time of pick up and your merchandise will be gift wrapped free of charge.
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How long do I have to pick up my merchandise?
Your order will be kept at the store for 30 days. After 30 days, your order will be returned to kay.com and your method of payment will be credited. You will be notified via email that we have received your returned order and that your method of payment has been credited.
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Why do you measure jewelry in millimeters?
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, 25MM is approximately 1 inch. See below for other approximate conversions.
3MM is approximately 1/8 inch
6MM is approximately 1/4 inch
13MM is approximately 1/2 inch
19MM is approximately 3/4 inch
25MM is approximately 1 inch
50MM is approximately 2 inches
75MM is approximately 3 inches
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What is your policy regarding conflict diamonds?
Kay Jewelers does not sell conflict diamonds.  Learn more 

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What is your policy regarding the gold supply chain?
We take the impact of our company's  supply chain seriously, and we believe that gold should be extracted and  processed in a manner that respects the needs of current and future  generations. Learn more
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