Returns and Exchange Policy
At Zales, we strive to provide each and every Guest with an experience that makes them feel confident in their purchase. We hope your selection brings you many years of enjoyment. However, if for any reason you are dissatisfied with your purchase, you may return your item based on our current Return and Exchange Policy.
Zales Return Policy
- If there is damage to an item upon delivery, call our contact center immediately at 1-800-311-5393 for assistance.
- Returns and exchanges are not allowed on special ordered watches, custom designs, ear piercing earrings, gift cards and merchandise received via the Jewelry Replacement Plan.
- Jewelry must be in good condition with all original certificates and accessories.
- Watches must be unworn, unaltered and in original condition to be accepted for return or exchange. All packaging, instructions and warranties, as applicable, must be included with the return or exchange of a watch.
- All refunds are credited to the same tender as the original purchase
- Credit and Debit Cards – The same account will be credited.
- Checks – A refund check will be issued from our corporate office and mailed within 21 days
- 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
- Exchanges Accompanied by a Gift Receipt – You may return your item for a gift card within 30 days of the purchase date. You may exchange jewelry within 60 days and watches within 30 days. This excludes purchases made with Progressive Lease.
- Online purchase: Returns to the store or through mail must include the original packing slip with the item. If you no longer have the packing slip, bring a copy of your ship confirmation email or online purchase receipt displayed during checkout can be substituted.
- Please note that your original shipping and handling or other additional costs will not be refunded, unless you received a damaged, defective, or incorrect item.
Clearance Pricing Policy
- Ticketed prices refer to the original ticketed price of the merchandise and may not have resulted in sales. Intermediate markdowns may have been taken before the clearance prices shown. Clearance merchandise may have been included in previous promotions. Clearance prices are available for as long as inventory exists.
How to return your Online Purchase:
If you purchased your item online, you can return your item to any Zales or Zales Outlet store or you may return the item by mail.
Online Returns In-Store:
The store associate will process your return. Refund will be credited to the same form of payment in your original purchase. Please allow 30 days for the credit to appear on your billing statement. Please note that your original shipping and handling or other additional costs will not be refunded, unless you received a damaged, defective, or incorrect item.
Online Returns by Mail:
- Now Offering Free Returns by Mail: Purchases made online can be returned by mail up to 30 days after the purchase was shipped. Start a Return>
- Please read the information on your original packing slip.
- Pack the item securely. Use the original package, if possible. Enclose the original or a copy of the packing slip.
- The address on the return package should be: to the address indicated on the packing slip:
375 Ghent Road
Akron, OH 44333
- Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to our distribution center.
- You can expect a refund within 30 days of our receiving your returned product. Refund will be credited to the same form of payment used in your original purchase.
How to return your In-Store Purchase:
Purchases made at a Zales or Zales Outlet store MUST be returned to a Zales or Outlet store. These items may NOT be returned by mail to our distribution center.