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Zales FAQ

Find quick answers to our guest’s most frequently asked questions.

Placing An Order

Learn more about all the payment options we offer.

At the time you place your order online, there will be an automatic “hold” for the full amount of your order placed on your credit card by your financial institution to ensure that the funds are available. Your card will not be charged until your order ships. If there are multiple items in your order, they may ship separately, and each item will be charged separately at the time it ships. When your card is charged, the funds that were being held will actually be deducted from your account. Holds on your credit card generally fall off in up to 8 business days, depending on your financial institution’s guidelines, or up to 30 days if you paid with PayPal, ApplePay, or with your store credit card.

Discounts and Promotions

The best way to learn about discounts and promotions is to sign up to receive emails from us. You can also sign up to receive Zales text alerts on your mobile phone.

Delivery and Pick Up Information

At Zales, we want you to be confident in your purchase. We offer various shipping and pick up solutions to meet your needs. Learn more about all of our delivery and pick up options.

Order Status and Tracking

Yes! You can track your order here as a Guest with your email and your order number. If you have established a account, you can track your order status by signing in and visiting the My Orders section under My Account.

Oh, no! We can help investigate. Start by submitting an online form that describes your situation, and we’ll get started.


Returns and Exchanges

We want you to be happy with your jewelry purchase! Find out how you can return or exchange your item(s), no questions asked.

Processing time for refunds is approximately five (5) business days from the date of the return. The refund will be generated at the time the return is processed, but the timeframe for it to reflect as a credit on your card is dependent on your individual financial institution. However, most are reflected in 5-7 Business Days.

Warranties and Extended Service Plans

We offer a Lifetime Diamond Commitment and several optional extended service plans for your jewelry. Learn more about our Protection Plans.


It’s natural for the metal to wear down over time, for prongs to become loose, or for chains to break. Bring your jewelry to your local Zales store for an estimate. We offer ring sizing, prong replacement, prong re-tipping, watch repair, chain soldering, clasp replacement, and more. Learn more about Zales Jewelry Repairs and Service here.

Yes! Once your jewelry is accepted for repair, you will be given a Repair Number. You can check the status of your repair online by entering your Repair Number and your phone number anytime during the repair process.

Appointment Booking

Yes! Our jewelry experts are available for either an in store or an online appointment during our regular business hours. You can book an appointment based on your schedule.

Didn't Find What You Are Looking For?

We hope you were able to find the answer to your question(s) in our FAQ section. However, if you need further assistance, please feel free to Contact Us.

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