Frequently Asked Questions Regarding COVID-19

Yes. The safety of our team members and customers is our top priority and we are committed to the effort to help stop the spread of the Coronavirus. We therefore require masks to be worn by both team members and customers while in our stores, which is recommended by the CDC when around people who don’t live in the same household, especially when other social distancing measures are difficult to maintain. For customers who that do not want to wear a mask or have a health condition, we are happy to assist with a virtual appointment.

The majority of our stores are now open. If your local store is open, please contact them to schedule an appointment for your warranty repair serivce. If your local store has not reopened, we sincerely apologize for any inconvenience this has caused. Our intention is to reopen stores as soon as it is safe to do so. To see if your store has reopened, please check here.

To assist you, we have implemented two ways for you to connect with us virtually:

  • Speak Live with an Expert - Talk directly with an expert via your smart phone or computer audio with any jewelry questions or get guidance as you get started. We’re here for you.
  • Chat with Customer Care – Type to chat with a Customer Care agent about the status of your order, any issues placing your online order, current promotions and more.
  • Contact us now >

We apologize that you not able to pick up your jewelry that was being serviced and understand how concerning that can be. The majority of our stores are now open. If your local store is open, please contact them to schedule your repair pick up. If you are uncomfortable picking up your repair we can ship it to your home. Please contact your local store for additional information. If your local store has not reopened, we sincerely apologize for any inconvenience this has caused. We can arrange to have your repair shipped to your home or will continue to keep your jewelry safe and secure until you are able to pick it up once the store reopens. Our intention is to reopen stores as soon as it is safe to do so. Please feel free to contact Customer Care at 1-800-311-5393 if you have any further questions.

Due to the current situation with COVID-19, you may experience shipping delays. We are actively monitoring our supply chain for issues that impact operations and are working closely with our suppliers to assess and minimize any potential effect.

Currently, every product has a shipping timeframe associated with it. Please reference that timeframe to ensure you will receive your product by your desired date. Shop In-Stock Gifts for items not experiencing shipping delays. We appreciate your patience and understanding.

We apologize for the delay and understand how you feel. Each piece of jewelry is important as well as the sentiment that surrounds your jewelry. Many of our suppliers have begun to reopen. We are urgently working to fill existing orders as soon as possible. We will continue to notify customers of any potential delays as soon as information is available. Please feel free to contact Customer Care at 1-800-311-5393 if you have any further questions.

We want your holidays to be worry-free.

For your convenience, as part of our Love Takes Care™ initiative, all jewelry inspections due between March and December 2020 have been extended until the end of January 2021. If you missed your inspection, feel free to visit us anytime in January to have it completed. Extending inspections is part of our Love Takes Care™ initiative – a program designed to help keep you safe during COVID-19.

Jewelry purchased from Zales Outlet can be serviced at any of our locations nationwide. Whether you need jewelry repair, cleaning or warranty inspection services, we are here to assist. Use the Find a Location function to locate the nearest store.

We offer repair services on most jewelry, whether purchased from our store or another jeweler, however many watch repair vendors are experiencing delays at this time. If your local store is open, please contact them to schedule an appointment for your repair service or for additional repair service questions. We apologize, repair services are not offered as a curbside service.