FAQs

Placing an order:

FAQ 1: How do I place an order?

To place an order, follow these simple steps:

1. Browse our website and click on the jewelry items you wish to purchase.

2. Select your preferred options (e.g., size, color) and click the "Add to Cart" button.

3. Review the items in your cart by clicking the shopping cart icon at the top of the page.

4. Click the "Proceed to Checkout" button and enter your shipping and payment information.

5. Review your order one last time and click "Place Order" to complete your purchase.

FAQ 2: When will I be charged for my order?

At the time you place your order online, there will be an automatic “hold” for the full amount of your order placed on your credit card by your financial institution to ensure that the funds are available. Your card will not be charged until your order ships. If there are multiple items in your order, they may ship separately, and each item will be charged separately at the time it ships. When your card is charged, the funds that were being held will actually be deducted from your account. Holds on your credit card generally fall off in up to 8 business days, depending on your financial institution’s guidelines, or up to 30 days if you paid with PayPal, ApplePay, or with your store credit card.

Discounts & Promotions

FAQ 3: How do I find out about current discounts and promotions?

The best way to learn about discounts and promotions is to sign up to receive emails from us. You can also sign up to receive KAY text alerts on your mobile phone. You can also learn about current discounts and promotions by visiting our Promotions page.

FAQ 4: What payment methods do you accept?

We accept a variety of payment methods, including:

- Visa

- MasterCard

- American Express

- Discover

- SHOP Pay

Other financing options will be available soon.

FAQ 5: What is your shipping policy

Our shipping policy includes:

- Standard shipping (4-8 business days) for domestic orders.

- Shipping on custom orders vary.

- Express shipping (1-2 business days) available at an additional cost.

- International shipping options with varying delivery times.

- Free shipping on orders over $100 (for eligible orders).

FAQ 4: Do you offer free shipping?

Yes, we offer free standard shipping on orders over $100. Please note that free shipping eligibility may vary depending on promotions and location.

Order Status & Tracking

FAQ 5: How can I track my order?

After your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status and delivery date of your package.

FAQ 6: What is your return and exchange policy?

Our return and exchange policy allows you to:

- Return items within 14 days of delivery for a full refund.

- Exchange items within 14 days of delivery for a different size or product.

Please review our detailed policy [here](link to return policy) for more information.

Ring Sizing

FAQ 7: How do I measure ring size?

It's important to get the right fit. Find helpful hints for measuring yourself and secretly finding the size of your significant other with our Ring Size Guide.

Jewelry Care & Cleaning

FAQ 8: How do I care for my jewelry?

Proper jewelry care can prolong its beauty. The best way to care for your jewelry depends on many factors: the type of metal, the types of stones, and even the style of the jewelry. More care tips can be found [here](link to care guide).

FAQ 9: What's the best way to maintain jewelry?

It's best to catch problems before you lose a stone or suffer expensive damage. We suggest taking your jewelry in for inspection every 6 months, with routine maintenance every 2-3 years.

Custom Design

FAQ 10: How will I know when to expect my custom design order?

While we want to be as accurate as possible when calculating the estimated arrival date for your order, there are some factors that may cause that to change. Factors that might delay your custom design order include:

· Domestic and international holidays

· Vendor closures

· Delays in credit approval

· Weather delays

· Other shipping/vendor service disruptions

· APO/FPO/DPO orders going through the Military Postal Service Agency (MPSA)

If we expect a delay with your item, we will notify you as soon as information is available. As always, contact our Customer Care team if you have any further questions.

FAQ 11: I have an idea for a custom design. Where do I begin?

Our experts are happy to help you create the jewelry of your dreams. From custom engagement rings to reimagining a vintage favorite, our experts will help you bring your ideas to life.

Repairs

FAQ 12: What do I do if my jewelry needs a repair?

When a piece of jewelry becomes a part of your life, it's natural for the metal to wear down over time, for prongs to become loose, or for chains to break. We offer ring sizing, prong replacement, prong retipping, watch repair, chain soldering, clasp replacement, and more. Simply fill out the form online and mail your jewelry to us and an experienced Jewelry Consultant will help you begin the repair process.

FAQ 13: How does the repair process work?

Here's how we repair jewelry for you, step by step:

1. You fill out the form online and attach pictures of your precious item

2. We’ll receive the request, review it, and a representative will be in touch with you to explain the rest of the process.

3. VIA will send you an insured prepaid shipping label.

4. You send in your jewelry for an expert assessment.

5. We clean and inspect your jewelry. We take a picture of your diamond or gemstone to determine its characteristics, and email photos to you for your reference.

6. Our Jewelry Repair Team determines which repairs may be covered by a service plan or warranty, and we quote you the final cost of repairs.

7. Once you approve the quote, your jewelry is sent to our Master Craftsmen, who restore your piece with meticulous care.

8. After a final polish and inspection, your piece is sent back to you and you're notified via email when it's being sent and delivered.

FAQs

MORE QUESTIONS? Our team is here to answer!