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FAQ

I don’t know which service I need or don’t see my service listed. chevron-down chevron-up

If you’re unsure which service you need – or if your required service is not listed – our jewelers will gladly inspect your piece and recommend any necessary repairs at no charge to you. To send us your jewelry and receive a free, no obligation quote, click here.

You can also reach us directly at care@jewelryrepairdirect.com with any questions.

What if I select the wrong service? chevron-down chevron-up

If we determine that your jewelry or watch needs services other than those you selected, we will promptly contact you to discuss options and provide a quote.

I don't know my ring size. chevron-down chevron-up

We offer a series of ways to help you determine your ring size at home. Click here for helpful tools for sizing yourself, or to order a complimentary ring sizer delivered straight to your home.

I need help with an existing job. chevron-down chevron-up

Send us an email at care@jewelryrepairdirect.com and we’d be glad to assist. If possible, please include your order number and email address associated with the order.

You can also track your jewelry repair at any time here.

What is your turnaround time? chevron-down chevron-up

Most simple repairs can be completed and delivered back to you within 10 days. Updates will be sent to your email as your service progresses, along with tracking details once it is shipped.

How do you ensure my order is safe and secure? chevron-down chevron-up

Our facility prioritizes the security of your jewelry and watches. For your added protection and peace of mind, every package is opened under recorded cameras, and all work on your piece is continually video recorded until it is repackaged and returned to you.

We also photograph all pieces at intake and before packaging them back up to you.

How is my package shipped? chevron-down chevron-up

At checkout, you'll have your choice of shipping method - either opting to receive a QR code for hassle-free drop off, or to printing your label yourself at home, if you'd prefer.

After checkout, you will receive your QR code or shipping label to your email, as well as recommended packing instructions. No box? No problem! You can add one to your order during checkout and UPS will package and label your shipment for you.

Your package will be shipped UPS 2-Day Air in both directions. We will email you tracking details when your jewelry is shipped back to you.

Is my shipment insured? chevron-down chevron-up

You can purchase low-cost shipment insurance for your package at checkout. This protection will apply to the round-trip shipment of your package.

If you have an existing homeowners or jewelry policy, you may already be covered and not need this. Please check with your provider to confirm your jewelry or watch is protected while in transit.

To submit a claim, please visit our designated UPS claims portal here.

Insurance coverage is offered through UPS Capital Insurance Agency, Inc., a licensed insurance producer. If you elect protection for your shipment, it will be insured under a policy of insurance (the “Policy”), but you are not an insured under the Policy. In the event of a loss covered under such Policy, any resulting claim payment will be directed to you as a loss payee.  All insurance-related information is provided by UPS Capital and does not in any way alter or amend the terms, conditions, or exclusions of the Policy.  Insurance coverage is not available in all jurisdictions or on all shipments. See Insurance Terms and Insurance Privacy Policy.

For more information, please review our Repair Terms & Conditions.

Is signature required at delivery? chevron-down chevron-up

Yes, for the security and protection of your package, we require a signature upon delivery.

I own a piece of jewelry that is covered by a KAY Extended Service Agreement – can I send it to you? chevron-down chevron-up

Unfortunately, at this time, we are not able to service jewelry covered by KAY Extended Service Agreements through this online platform. To have your jewelry serviced, please visit your local KAY Jewelers store. To find a store near you, view our store locator here.

How can I check my job status? chevron-down chevron-up

To check your job status, click here. If you have any questions about your order, please email us at orders@jewelryrepairdirect.com.

I’m having trouble locating a job that is in-transit. chevron-down chevron-up

To track an order on its way back to you, use the tracking details that were sent to your email.

If you need further assistance, we’d be happy to help. Please email us at care@jewelryrepairdirect.com and provide your order number along with the email address associated with the order.

Are there any products or materials you can’t service? chevron-down chevron-up

We discourage using any mail-in repair service for heirloom jewelry or anything you deem to be irreplaceable. Our jewelry service is also only currently available for fine jewelry (pieces made of precious metals such as solid gold, platinum or silver).

We also cannot service items subject to a manufacturer's warranty.

For a list of products that we don’t service, click here.

Do you service costume jewelry? chevron-down chevron-up

Our jewelers service only fine jewelry, meaning jewelry that is solid sterling, gold or platinum. At this time, we do not service vermeil or gold-plated jewelry.

If you’re unsure of your jewelry’s metal, check it for a small engraving: sterling silver is marked .925, platinum is marked PT, and gold is marked with its karat (e.g., 14K). This marking is generally found on the inside of a ring band, the back or post of an earring, and somewhere near the clasp for a necklace or bracelet.

For assistance, reach out to care@jewelryrepairdirect.com.

For a list of products that we don’t service, click here

Where do you ship? chevron-down chevron-up

We are able to ship to the continental U.S., Alaska, Hawaii and U.S. territories.

What is the warranty of your service? chevron-down chevron-up

We offer a 1-year warranty on parts and labor for all jewelry repairs completed, and a 6-month warranty on parts and labor for all watch repairs completed. To initiate a warranty claim, please reach out to care@jewelryrepairdirect.com with your original order number, images and details.