Customer Help Center

Get inspired with these gift ideas.

Need additional help and want to speak with a Jewelry Expert? Get started and book a virtual or in-store appointment. Or sign up for text- messages.

We offer one-on-one help both virtually and in-store.

To get started, you can Book a virtual or in-store appointment, or chat with an expert.

Our trained and certified diamontologists are industry-recognized pros. They will help you with solid advice and tips you can trust when you're:

• Buying gifts
• Engagement ring shopping
• Repairing with existing jewelry
• Designing a custom piece
• Looking for expert style advice
• Selecting a new timepiece

Yes! Visit our Zales e-gift card page and personalize your e-gift card.

e-Gift cards are available in any value from $25 to $2000.

The Zales e-gift card never expires and can be redeemed at any Zales retail location or Zales 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:

• Zales Credit Card
• Progressive Leasing
• Affirm
• Visa
• Mastercard
• American Express
• Discover
• PayPal
• Apple Pay
• Zales Gift Card
• Google Pay
• Paze
• Venmo

We have ZERO DOWN special financing* on purchases of $300 or more with the Zales Credit Card. Apply today online.

*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. See Credit Card Agreement, as amended, for details.

Credit card offers are subject to credit approval. Zales Credit Card Accounts are issued by Comenity Capital Bank, a Bread Financial^® company.

For any questions, please call Comenity Capital Bank at 1-800-695-0434 (TDD/TTY: 1-888-819-1918) or visit and go to the help page and select transactions and statements.

The Zales 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 Capital Bank at 1-800-695-0434 (TDD/TTY: 1-888-819-1918) to request another card.

To link your account, log into your account. On the “My Account Page”, select “Digital Wallet”, and add the Zales 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.

It’s easy! To sign up, click Register, and enter your current account information! Now your account is available online.

For any questions, please call Comenity Capital Bank at 1-800-695-0434 (TDD/TTY: 1-888-819-1918) or go to the help page and select transactions and statements.

To avoid a late fee, you must pay at least the minimum amount due on or before the due date. Payments received on the due date must be received before 5:00 PM EST.

To manage or pay your bill with your debit card, click on “Payments”, accept terms and conditions, and then navigate to the top banner for more details on how to pay your bill with your debit card.

For any questions, please call Comenity Capital Bank at 1-800-695-0434 (TDD/TTY: 1-888-819-1918) or visit the nearest Zales store.

Yes. You will receive a monthly statement by mail if you have a balance or if there is activity on your account, unless you sign up for paperless statements.

If you have attempted multiple unsuccessful logins, your online account access is temporarily 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 do so by accessing Easy Pay on Zales Credit Card website and enter your card number and personal information.

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.

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 Zales 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:

• You'll get an email when your purchase is ready for pick up.
• You have 7 days from the day we sent the email to pick up your purchase.
• After 7 days, your order will be sent back to Zales.com, and we'll credit your original payment method.
• You do have the option to assign an alternate pickup person during checkout for your Get it Today pickup orders. They will need to sign for it with a valid photo ID. We want to ensure you have a safe and secure experience as you receive your order.
• Some merchandise may be excluded.

We can ship orders to the following US Territories: America Somoa, Federated States of Micronesia, Guam, Northern Mariana Islands, Puerto Rico, Republic of Marshall Islands, US Minor Outlying Islands, and US Virgin Islands; as well as Armed Forces Europe and Armed Forces Pacific.

*Although there may be some orders containing certain items that cannot be shipped outside of the 50 US States.

• Expedited is our default shipping option.
• Express is our fastest shipping option.
• Standard is our 'no-rush' shipping option.

Please refer to the estimated delivery date shown in Checkout for your order, which includes processing and transit times.

Ship to a UPS Access Point™

• Available for most orders $5,000 or less.
• Simply choose a UPS Access Point near you and select your preferred shipping method.
• We’ll deliver your order to the UPS Access Point you chose and email you a pickup code when your item is ready.
• When you get to your UPS Access Point, show your pickup code to collect your package.
• You’ll have 7 days from delivery to pickup your order, after which UPS will send it back to us.

Visit track your order, enter in your email and order number. You will 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.

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.

Orders cannot be modified after placement. You can cancel within one hour of placing your order from the order status page. 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: Canceling an order may result in a pending hold on your bank-issued credit card or The Diamond Credit 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 order may not be available for immediate re-purchase.

If your tracking status is one of the following cases:

• Says delivered but it is not there
• Says shipped, no movement +5 days

To start a claim for a missing package, simply answer a few questions and a ticket will immediately be opened.

Note: Packages shipped more than 60+ days ago are not eligible for a claim investigation.

If you're not in love with your purchase, we want to make you happy. Returns are allowed within 30 days from the purchase (shipment) date and exchanges within 60 days of the purchase (shipment) date for jewelry, and within 30 days from the purchase (shipping date for online orders) date for watches. Please note: We can handle a return at Zales.com but exchanges must be done at one of our stores.

• Items must be in their original condition, free of any signs of wear and contain all original packaging, instructions and paperwork. Watches must be returned with all links.
• Returns and exchanges are not allowed on special ordered watches, gift cards, ear piercing earrings, custom designs and protection plan replacement merchandise.
• Merchandise purchased using Progressive Leasing cannot be exchanged.
• All refunds are credited to the same tender as the original purchase.
  • Credit and Debit Cards - The same account will be credited.
  • Check - A refund check will be issued from our corporate office and mailed within 21 days. Any returned customer check is subject to a service charge.
  • Cash - When funds are unavailable or cash refund amount is greater than $500, a refund check will be issued from our corporate office and mailed within 21 days.
  • Gift Card - Refunds will be given in the form of a new gift card. Gift cards cannot be returned (except where required by law*).
  • Trade-Ins - You will receive either your original trade-in or similar merchandise.
  • Merchandise Accompanied by a Gift Receipt: You may return your item for a gift card or exchange it for merchandise within 30 days of the purchase date. Excludes purchases made with Progressive Lease.
• For Online Orders: We will credit your original payment method, excluding delivery charges.
  • Refunds are typically processed within five (5) business days after your return is received and processed. After the refund is issued, it may take an additional 5-7 business days for the credit to appear on your account, depending on your financial institution.
• For your convenience, we offer a FREE pre-printed shipping label for you to return your online purchase by mail.
• If you choose not to use the free return by mail option above, you will find a pre-printed return label (To Address: SJIX 375 Ghent Rd. Akron, OH 44333) and pre-printed return address label included on your packing slip. These labels should be affixed to the top corners of your box. Please note that these are NOT pre-paid labels, and you will need to purchase the shipping label from a UPS, USPS, or Fed Ex carrier. There is a Return Reason column next to each item on your packing slip where you can indicate the reason for your return.
  • All shipped returns MUST include the Packing Slip and all original documents received with your order.
  • All returns will be inspected by our Quality Assurance team before a refund is issued.

*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.

Returns are not allowed on special ordered watches, gift cards, ear piercing earrings, custom designs and protection plan replacement merchandise.

• Credit and Debit Cards: The same account used to make the purchase will be credited the day the return transaction processes.
• Check: A refund check will be issued from our corporate office and mailed within 21 days.
• Cash: When funds are available at the store, refunds less than $500 will be given the day of the return. Please Note: Stores will NOT have funds at the start of the day. When funds are insufficient to refund the original purchase amount or the refund amount is greater than $500, a refund check will be issued from our corporate office and mailed within 21 days.
• Gift Card: Gift cards cannot be returned (except where required by law). Refunds on returned merchandise purchased with a gift card will be applied to a new gift card.

*After the refund is issued, it may take an additional 5-7 business days for the credit to appear on your account, depending on your financial institution.

Starting a return online for your Zales purchase is easy. Learn more about Returns and Exchanges.

You can book an appointment to start a repair online, or visit your local Zales store.

We offer appraisal services through 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.

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:

• Book an appoinment
• Chat with an Expert
• Text (855) 915-4139
• Visit your local Zales store

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 Zales will be expertly tested at least three times:

1. When you first bring it to us
2. When it's received by the Design & Service Center
3. At the completion of the repair

You can track your service or repair online.

Visit a Zales store at anytime for free jewelry cleaning, and free inspection of your jewelry.

If you have an existing account, sign into your account on Zales.com and click “My Items”. If you don’t have a Zales account, you can check the order status of your purchase.

Each of your items will show our service plan numbers –if included or purchased.

Yes − From custom engagement rings to nameplate necklaces and everything in between, create custom engagement and personalized jewelry styles that speak to their personal style.

To learn more about personalized products, visit your local Zales store, or speak to one of our Virtual Jewelry Experts online, or book an appointment.

At Zales, we have the expertise, experience and resources to ensure your peace of mind. You can trust that:

• We will pay the most competitive rate for your items or we will return them to you free of charge.
• We will tell you in advance exactly what our offer will be. Our rates are updated daily and are based on the afternoon London Fix, which occurs at 10:00 AM Eastern Time.
• Once you accept our offer, your check is mailed to you within two (2) business days.
• For your safety and security, every package we receive is recorded while it is being opened. We post this video to your own personal account, so you can log in and view your very own valuables being unpacked and weighed. We will keep you informed as your transaction is being handled with complete transparency every step of the way.
• If, for any reason, you are not happy with the offer you have received or any other aspect of our service, simply return the un-cashed check to us and we will return your items, free of charge.*

*Within thirty (30) days of check issuance. See Terms and Conditions for complete details.

• Add a service plan on your merchandise when you purchase.
• You can add a protection plan after purchase.
• For online purchases, visit Protect My Jewelry or visit a local Zales store near you.

You may trade in any diamond/diamond jewelry item purchased at Zales (Natural diamonds can only be traded-in for natural diamond or lab-grown diamonds and lab-grown diamonds can only be traded-in for lab-grown diamonds).

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 Zales 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 statuses 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.

No, Vault Rewards is an independent rewards program and not affiliated with the credit card program perks and benefits at this time.

Any Gems earned on a purchase of an order that is cancelled or item returned, will be deducted from your Gem balance.

No, at this time benefits cannot be shared or combined across member accounts.

There are two (2) timelines associated with membership tier status. The qualification period to earn Gems (Jan 1 – Dec 31) and the Program tier status period (Feb 1 - Jan 31).

• The number of Gems earned anytime during a calendar year (Jan 1 - Dec 31) will determine your membership tier status. Every member’s Gem earning qualification period starts over on Jan 1.
• Your membership tier status is valid from Feb 1, or the day you enroll in the Program, through Jan 31 the following year. Membership tier status is evaluated annually on Feb 1, based on the prior calendar year’s Gem earning. Membership tier status and associated benefits will last through the next Program tier status period (Jan 31 the following year). For example:
  • If you have Ruby status on Dec 31, 2021, the qualification period will start over on Jan 1, 2022 and your Gem balance will return to zero. Minus any adjustments to your Gem balance resulting in a tier reduction (returned merchandise), your Ruby status will remain valid through Jan 31, 2023. As long as you continue to qualify for a particular membership tier status, it will last through the next Program tier status period (Jan 31 the following year)

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 Zales 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.

• Sign up for emails.
• Learn about our current promotions.

A diamond's value is determined by its carat weight, color, cut and clarity. Diamond Total Weights are approximate. For further information about diamonds please refer to the 4Cs Diamond Guide and Variance Chart within the details section on the product pages of diamond jewelry.

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:

• 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

Chain mm widths are approximate, more information can be found on our product pages within the Overview Section.

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.

To determine your ring size, click on the Ring Size Guide above the size selections on any ring product page.

We have online Jewelry Experts who can work with you step by step to create a custom ring all your own. Chat with a virtual jewelry experts to learn more.

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. A wide range of colored gemstones can be cultivated in a lab and offer an affordable alternative to natural gemstones.