These are the questions we've heard most from our customers. You may find the answers to your questions here, too.
Can I go to my local Zales store and purchase an item that I saw online or in a catalog?
Most of the items that are offered in our catalog and online can be purchased at your local Zales store. Also, your local Zales store may carry some items that we are not offering online or in a catalog. Use our Store Locator to find the Zales nearest to you. Once you've found it, be sure to call ahead to make sure the item you want is in stock.
What music is played on your TV ads?
The song that plays on our commercials was written exclusively for Zales and is a 30-second piece. You should be able to find similar music in your local music store on a CD titled "Diamond Music" by Karl Jenkins.
How do I unsubscribe to your newsletter?
Log into "MyZales.com", click on "Manage my communication preferences or personal profile.", click on "Unsubscribe" and you're done.
Whom do I contact if I have difficulty filling out the Zales Diamond Card credit application?
Contact the Zales Credit Customer Service Center at 1-423-467-8484. Credit Center business hours are 9:00 am EST to 9:00 pm EST Monday to Friday.
I have questions about my Zales Diamond Card account. Who do I contact?
For billing inquiries, please contact Zales Credit Services at
P.O. Box 9714
Gray, TN 37615
Or, call 1-800-586-6923
Why did I get an email saying contact Credit Services?
You received this email because Zales Credit Services needs additional information in order to approve your order on your Zales Diamond Card account. Please contact them at 1-800-586-6923.
My Order Status has said "Pending Authorization" for a long time now. Is there a problem?
There may be a system problem on our end or your authorization may be pending at Zales Credit Services. Please contact Zales Credit Services at 1-800-586-6923 to be sure there are no issues associated with your order.
Does Zales.com sell or rent its mailing lists?
I would like to send a letter to your corporate offices. What address should I use?
The address for our corporate offices is
P.O. Box 152777
Irving, TX 75015-2777
How do I unsubscribe to your newsletter?
Go to "My Account", click on "Account Maintenance", scroll down to "My Information" and click on "Unsubscribe" and you're done.
I live outside the United States. Can I still order from Zales Online?
We do accept orders from overseas. However, your card-issuing bank needs to take part in U.S. Merchant Services' address verification system. For your protection, we will not ship merchandise if we are unable to verify your billing address. In addition, there will be an extra shipping charge to ship out of the United States. You are also responsible for any duties and taxes that may be assigned to your order.
What could delay my order?
All orders must be authorized by your credit card company and pass address verification, prior to completing your order. If your order is declined by your credit card company, we will notify you by sending you an email or letter. Orders requiring ring sizing take up to 2 days to complete. You will be notified of status changes on your order by email or you can check your order status online.
I'm having problems entering an order. What do I do?
Please call our customer contact center at 1-800-311-JEWEL (5393) and we will be happy to assist you.
What is a Card Identification Number and where can I find it?
The card identification number (CIN) is a 3 or 4 digit numeric value that provides a cryptographic check of the information embossed on your credit card. This is a security feature provided by your financial institution to aid in the prevention of fraud against you. Click here to learn more about CIN.
What if I need my ring to be sized?
If you choose a ring size in your shopping bag, the size you order will be shipped to you. Standard ring size is 7 for ladies and 10 for men. Please add up to 2 business days for delivery. Please note, some rings cannot be sized, as stated in the product description.
If I don't know the correct ring size I need, what can I do?
All rings are shipped in their standard size, if no size is selected. Standard ring size is 7 for ladies and 10 for men. Click here to see our Ring Sizing Chart for tips on calculating your size.
Will Federal Express leave my package if nobody is there to sign for it?
No. For the protection of your purchases, we require that all orders must be signed for at the time of delivery.
Do you offer an extended warranty?
At this time, we do not offer an extended warranty through Zales.com. However, all diamond merchandise over $200 is included in our Diamond Limited Lifetime Guarantee. If you order an item covered under that guarantee, you will receive a letter detailing the conditions.
Do you customize jewelry? ( i.e. build-your-own-ring )
Zales.com only sells items exactly as described. You should contact your local Zales store, as they may be able to special order an item for you. To find the store nearest to you, use our store locator .
Can Zales.com sell me a new setting for my diamond?
At this time, Zales.com does not sell settings. However, your local Zales store may have scheduled a remount event. These remount events allow customers to remake old pieces of jewelry with new settings. Call your local Zales store to find out when they are having their next remount event. To find a store nearest you, use our store locator .
What are the standard sizes for ladies and men's jewelry?
# Rings Ladies - size 7
# Men's - size 10
# Necklaces Ladies - 16" to 18"
# Men's - 20"
# Bracelets Ladies - 7" to 8"
# Men's - 8"
Please read each product description to see available sizes.
What determines the price of a diamond?
A diamond's value is determined by its cut, clarity, color and carat weight. For more information about diamonds, please visit our Product Knowledge section on Diamonds.
What is the difference between the different karat weights of gold?
24K gold is 100% pure gold and is too soft for jewelry. Therefore, it is mixed with different alloys to increase durability and hardness. 18K gold is 75% pure gold and 25% alloys and is the least durable of the different types of golds. For more information about gold, visit our Product Knowledge section on Gold .
What is the difference between white gold and platinum?
White gold is pure gold that has been mixed with alloys to make it appear to be white. Platinum is a pure metal that is naturally white in color and is stronger and more durable than white gold. It is also more rare and thus more valuable. For more information about platinum, visit our Product Knowledge section on Precious Metals .
What is the difference between natural and cultured pearls?
A pearl is formed when an irritant, such as sand or a parasite, becomes lodged in the shell of an oyster. The oyster deposits layers of a semi-translucent crystalline material called "nacre" around the intruder, where it builds up in layers like the rings of a tree. This process of building up can continue for years, resulting in a pearl. In nature, pearls take many years to develop and often have irregular shapes. In any shape, natural pearls are rare and very costly. Cultured pearls are formed when an artificial irritant is introduced into an oyster's body. All of Zales' pearls are cultured. For more information about cultured pearls, visit our Product Knowledge section on Cultured Pearls .
Does Zales.com use treated gemstones?
Yes, most gemstones in the industry have been treated. Emeralds are oiled or waxed to enhance their color and increase their durability. All gemstones are usually heated to bring out a brighter color. Blue topaz may be treated with irradiation, and blue sapphires may be treated with diffusion. However, all treatments are designed to enhance the gemstone's natural beauty, and all are standard in the jewelry industry. Fine untreated stones are so rare, in fact, that they often come with a certificate stating that fact, and can cost more per carat than a fine diamond. For more information about gemstones, visit our Product Knowledge section on Colored Gemstones.