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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.

We are offering curbside concierge services in select Zales Outlet locations. Services include purchases, returns, exchanges, repair pickup, new purchase repair take-in, and credit card or layaway payments. Our Find A Store page lists stores offering curbside concierge services.

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.

If your local store is open to the public, jewelry inspection and cleaning can now be completed. We recommend scheduling an appointment by contacting your local store. If your local store is temporarily closed, offering curbside services only, or if you are not comfortable coming to the store, we will extend a six month grace period from the original inspection date to remain compliant with your warranty terms during these unprecedented times. Your warranty will not void and we will continue to take good care of you and your jewelry needs when you are able to comfortably return for your inspection. We will happily inspect and honor your warranty at that time. If you would like to confirm your next inspection date, please contact Customer Care at 1-800-311-5393.

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.

May 13, 2020

Dear Zales Outlet Family, We are excited to see you again!

I’m happy to tell you that we are beginning to re-open Zales Outlet stores as local and state guidelines allow – and only when we are confident it’s safe for both our customers and team members to do so. At Zales Outlet, we’re thrilled by the ways you have continued to show off your style – from stacked and studded virtual happy hours, glammed and golden grocery runs, to your WFH layers of luxe. Even with everything that’s been happening, you haven’t let anything stop you from showing up and shining- and you can expect the same level of strength and resilience from Zales Outlet.

We are constantly evolving to ensure you can have a safe and joyful experience wherever you choose to shop, even if it may look a little different than it has in the past:

  • In Store: Zales Outlet stores are beginning to re-open. Visit our Find A Store page on ZalesOutlet.com for the latest list of stores now open. We have implemented safety measures in all locations to ensure our team members are healthy and our jewelry, equipment and surfaces are cleaned and sanitized.
  • Curbside: Select Zales Outlet stores are offering curbside concierge services by appointment only. You can see a list of stores offering curbside concierge services on our Find A Store page.
  • At Home: If your store is still closed – or you prefer to shop from home – you can always speak with a jewelry consultant over the phone, or live chat for assistance shopping online. Get started here. Shipping and returns are both free.

No matter where you are, we are here to help you express your style and be the diamond you are.

We look forward to seeing you soon! Please continue to share your photos and videos on Instagram, Facebook, and Twitter and tag @ZalesJewelers. We’d love to see all the ways you shine from home.

Thank you, Zales Outlet friends and family, and much love,

Sincerely,

Jamie Singleton
President
Zales Jewelers