a Message From our president About Temporary Store Closings
To our Zales family,
As individuals, and as a corporation, we have all been keeping track of what’s happening around the world and here at home. We are continually assessing the state of the pandemic and making decisions in real time that put the health and safety of our employees, our customers, and our communities first.
As a result of the COVID-19 pandemic, we have decided to temporarily close our physical store locations beginning Sunday, March 22nd at 6pm. We will continue to follow the guidelines of government and health officials in determining when we will reopen our stores using the same hyper-local and informed approach we have used to date.
While all of our physical stores will be temporarily closed, we will remain virtually open on Zales.com, where you can shop our full assortment of jewelry and will receive free shipping on all orders. We also invite you to contact our Customer Care team at 1-800-527-8029 for personal assistance with your shopping experience.
We are extending our normal 30 day return policy during this uncertain time. Purchases made in-store from 2/22/20 through 3/22/20 can be returned through 7/1/20. Purchases made online starting 2/22/20 can be returned up to 90 days after the purchase was made.
We are in unprecedented times, but we are all in this together. We will continue to assess the impact of the pandemic and follow recommendations by the CDC and applicable government agencies. Most importantly we’ll continue to make decisions guided by our core value of “People First”.
At Zales, we believe all of us are DIAMONDS. Let’s all stay resilient, strong and enduring symbols of LOVE.
Frequently Asked Questions Regarding COVID-19
We appreciate that you are concerned with maintaining your lifetime warranty. While your jewelry is expected to be cleaned and inspected every six months, we are extending a 60-day grace period for all diamond warranties. We will continue to take good care of you and your jewelry needs when you are able to comfortably return for your inspection, as the safety of our team members and customers is our primary concern. We will happily inspect and honor your warranty at that time. In the event our closure is extended, we will post updated information. If you would like to confirm your next inspection date, please contact your local store or Customer Care at 1-800-311-5393.
Providing our customers with the best value in selecting the perfect gift is very important to us. We will continue to offer exceptional pricing, both in store and online, to make certain our customers always receive the best value. All offers are available in store and online to allow you to shop in whatever way makes you the most comfortable.
The safety of our employees and customers will continue to be the primary driver in our opening and closing practices. We will follow the guidance of state and local authorities and temporarily close stores based on their direction. Our intention is to reopen our stores once there is no concern for the safety of our team members and customers. We recommend contacting your local store to confirm they have reopened prior to visiting.
We are urgently working with our suppliers on updates to be proactive on existing orders. We will continue to notify customers of any potential delays as soon as information is available. Please feel free to contact your local store or Customer Care at 1-800-527-8029 if you have any further questions.
While the best guidance for jewelry cleaning and inspections is every six-months as stated in our lifetime guarantee, your safety, as well as that of our team members is our primary concern. We have extended our diamond warranties to include a 60-day grace period. Please know that with the current environment, any inspections that are currently due will not be required to be completed at this time if our customers feel uncomfortable coming to the store. Your warranty will not void and we will continue to take good care of you and your jewelry needs when you are comfortable to return for your inspection. We will happily inspect and honor your warranty at that time. In the event our closure is extended, we will post updated information.
We understand that border closures are not within our customer’s control, and your safety is our primary concern. For any type of in-store service or warranty need you may have, we will be happy to assist you when you are able to visit one of our store locations. Any repair or special-order pick-ups will be securely held in the store and any warranty inspections can be completed when you are able to return to the store. All warranties will be extended with a 60-day grace period. We will continue to take good care of you and your jewelry needs when you are comfortable to return for your inspection. We will happily inspect and honor your warranty at that time. In the event our closure is extended, we will post updated information.
We apologize that you are not able to pick up your jewelry that was being serviced and understand how concerning that can be. The safety of our team members and guests has made it necessary to temporarily close, and we will be unable to return your repair until it is safe to reopen the store. We sincerely apologize for any inconvenience this has caused and will continue to keep your jewelry safe and secure until you are able to safely pick it up. Our intention is to reopen the store once there is no concern for the safety of our team members and customers. We recommend contacting the store to confirm they have reopened prior to visiting.
Due to the current situation with COVID-19, you may experience shipping delays. We value our customers greatly and apologize for any inconvenience this may cause. Thank you for your continued patience and understanding.
Due to the temporary closing of our stores we are extending our normal 30-60 day return policy to accommodate our customers during this uncertain time. Purchases made in store 2/22/20 – 3/22/20 can be returned through 7/1/20. Purchases made online starting 2/22/20 can be returned up to 90 days after the purchase was made.
Beginning on 3/23/20*, purchase select sizable ring styles on Zales.com and enjoy free ring sizing valid for up to 90 days after Zales stores reopen.** Simply bring your ring and packing slip into your local Zales location to initiate the size adjustment.
* Offer not valid on rings purchased prior to 3/23/20.
** Please note that as of 03/23/20 our stores are temporarily closed due to the COVID-19 pandemic.