If you need to return a piece of jewelry to Zales, understanding the Zales jewelry return policy is the first step. This guide breaks down everything you need to know, from time limits to conditions, so you can handle your return or exchange smoothly and confidently.
We’ll cover the standard return window, what items have special rules, and how to start the process. You’ll also learn about online versus in-store returns and what to do if you have a warranty or repair issue. Let’s get started.
Zales Jewelry Return Policy
The core of the Zales jewelry return policy is a 30-day window for most items. From the date your order ships or you buy in store, you have 30 days to return it for a refund to your original payment method.
For a return to be accepted, the item must be in its original, unworn condition. It also needs to be in the original packaging with all tags and certificates. This is crucial for jewelry, as once it’s worn, it’s often considered a final sale.
What Items Cannot Be Returned?
Some products have different rules. It’s important to check these exceptions before you buy.
- Special Orders and Customized Items: Any ring or jewelry that was specially sized, engraved, or otherwise altered for you cannot be returned unless there is a defect.
- Opened Diamond & Gemstone Merchandise: Once the protective seal on diamond or gemstone packaging is broken, these items are typically non-returnable for refund, only for exchange or repair.
- Clearance Merchandise: Items purchased on final clearance are usually marked as final sale.
- Gift Cards: These cannot be returned for cash.
Returning Online Purchases
If you bought your item on the Zales website, you have two main options for returns.
Option 1: Return by Mail
This is the most common method. Follow these steps:
- Initiate your return online through the “Order Status” page on Zales.com. You’ll need your order number and email address.
- Print the prepaid return shipping label that Zales provides and securely package the item with all its original boxes, documents, and tags.
- Drop the package at the designated carrier (usually UPS or USPS).
- Once received, refunds are processed within 7-10 business days. You will get an email confirmation.
Option 2: Return to a Zales Store
You can also take your online order to any physical Zales store in the U.S. Bring the item in its original condition, all packaging, and your packing slip or receipt. The store associate will process the refund to your original payment method.
Returning In-Store Purchases
Items bought at a physical Zales location must generally be returned to a store. Bring the item, the original receipt, and all packaging. The 30-day rule and condition requirements apply the same way.
The Exchange Process
If you prefer to exchange an item for something else, the process is straightforward. You can do an exchange in any Zales store or by contacting customer service for online orders. The price of the new item must be equal to or greater than the price of the returned item. If it costs more, you’ll pay the difference.
Exchanges are often a good option for opened diamond merchandise, where a refund isn’t allowed but an exchange is.
Understanding the Lifetime Diamond Commitment
This is a key part of Zales services, but it’s not a return policy. The Lifetime Diamond Commitment provides free cleaning, inspection, and ring sizing, along with trade-in options toward upgrades. It does not allow you to return a diamond for a full refund after the 30-day period.
What About Warranty and Repairs?
If your jewelry is damaged or has a manufacturing defect, the return policy might not be the right path. Instead, you should use the warranty.
- Most Zales jewelry comes with a limited warranty that covers repairs for damage or defects.
- Contact Zales customer service or visit a store to start a warranty claim. There is often a service fee for warranty repairs.
- For items outside of warranty, Zales offers paid repair services.
Tips for a Smooth Return Experience
A little preparation can make the process much easier.
- Keep All Packaging: Until you’re sure you’re keeping the item, store the box, pouches, certificates, and tags in a safe place.
- Act Quickly: Mark your calendar. The 30-day window can pass faster than you think, especially during busy times like holidays.
- Inspect Before You Wear: Try on items carefully over a soft surface. Once a ring is sized or a chain is clasped, it may be considered worn.
- Have Your Documents Ready: Whether online or in store, having your order number, receipt, or packing slip speeds everything up.
Common Return Scenarios and Solutions
Scenario 1: You Lost the Receipt
If you bought the item in store and lost the receipt, Zales may be able to look up the purchase with the credit card you used. For online orders, you can access your order history with your account email. If a lookup isn’t possible, you might only be eligible for an exchange at the current selling price.
Scenario 2: The Item Was a Gift
If you received a Zales item as a gift, you can return it. You’ll need the gift receipt to get a refund to the original purchaser. Without a gift receipt, you can typically exchange the item or receive a merchandise credit at its current price.
Scenario 3: You’re Past the 30-Day Mark
After 30 days, standard returns are not accepted. Your options then include using the Lifetime Diamond Commitment for a trade-in, seeking a warranty repair if applicable, or using a paid repair service.
International Returns
The Zales jewelry return policy discussed here applies to purchases made in the United States and its territories. For purchases made in Canada or other international locations, you must contact the local Zales division for their specific return guidelines, which can be quite different.
Contacting Customer Service
If you have unique questions, reaching out to Zales directly is best. You can contact them by phone at 1-800-311-5399 or through the online contact form on their website. Store associates at your local Zales are also very knowledgeable and can handle most return and exchange situations.
FAQ Section
How long do I have to return something to Zales?
You have 30 days from the ship date (for online orders) or purchase date (for in-store) to return most items for a refund.
Can I return a ring to Zales if it’s been sized?
No. Custom-sized rings, along with engraved or other customized jewelry, are considered final sale and cannot be returned unless there is a manufacturing defect.
Does Zales offer free return shipping?
Yes, for online returns, Zales provides a prepaid return shipping label when you initiate the return through their website.
What is Zales’ exchange policy?
You can exchange an item within the 30-day window, provided it is in new, unworn condition. Exchanges can be done for items of equal or greater value.
How long does a Zales refund take?
After they receive your return, it takes about 7 to 10 business days for the refund to post to your original payment method. The time it takes for your bank to show the credit may vary.
Can I return a Zales item without the box?
It’s strongly recommended to include all original packaging. Missing boxes, especially for diamond items, could result in a restocking fee or a denied return.
What is Zales policy on returning earrings?
For hygiene reasons, earrings that have had the protective backing removed or that show any signs of wear cannot be returned. It’s best to try them on carefully without fully inserting them if possible.