Our verdict
A mall jewelry chain since 1916, owned by Signet like Zales and Jared — 30 days to return with a pre-paid label, free shipping over $199, Affirm, free cleaning for any jewelry, and a lifetime guarantee on chipped or lost diamonds and precious gems with a 12-month mounting warranty — but the guarantee lapses without inspections every six months, resizing is paid, and its 'certified' diamonds don't name a lab.
Visit KayThe bottom line. Kay opened its first store in 1916 and says it has locations in 1,000 communities8; it is part of Signet Jewelers8, and its protection-plan terms name the company, Sterling Jewelers Inc. d/b/a KAY Jewelers9. Online returns get 30 days and a pre-paid label, with the refund going back to your card minus delivery charges10; expedited shipping is free over $19911. You can pay with cards, PayPal or Affirm4, and its stores clean and inspect any jewelry for free, even pieces bought elsewhere2. All diamond and gemstone jewelry comes with a Lifetime Diamond & Gemstone Guarantee: a diamond, emerald, ruby or sapphire that chips, breaks or falls out in normal wear is replaced free, and the mounting is guaranteed against defects for 12 months1,7. It stays in the ‘mostly reliable’ range rather than higher because the guarantee lapses unless you bring the piece in every six months1, other jewelry has no defect warranty we could find1,2,4,8,10,12, repairs and resizing are quoted and paid unless a plan covers them13, its ‘certified’ diamonds don’t name a grading lab1,2,4,5,6,7, there’s no customer-service email2,3,4, and shipping insurance isn’t mentioned10,11,14. Its stores rate 4.8–4.9 on Google15,16, but Yelp averages 2.6 across its locations17.
What we like
- A chain since 1916, part of Signet; its plan terms name the company, Sterling Jewelers Inc.8,9
- 30 days to return an online order, a pre-paid return label, and no restocking fee mentioned2,3,4,10
- Free expedited shipping over $19911
- A chipped, broken or lost diamond, emerald, ruby or sapphire is replaced free for life, and settings are guaranteed for 12 months1
- Free cleaning and inspection for any jewelry, even bought elsewhere2
- Affirm, PayPal and all major cards4,18
- Its stores rate 4.8–4.9 on Google, with hundreds of reviews each15,16,19
Watch out for
- The lifetime guarantee lapses unless you bring the piece in every six months1
- Jewelry without diamonds or precious gems has no defect warranty we could find; repairs and resizing are paid unless a plan covers them1,2,4,8,10,12,13
- ‘Certified’ diamonds don’t name a grading lab, and no appraisal comes with them1,2,4,5,6,7,20
- No customer-service email: phone, chat, text or WhatsApp only2,3,4
- Shipping insurance and signature aren’t mentioned10,11,14
- Exchanges only in a store; custom and engraved pieces can’t be returned10
- Yelp averages 2.6 across 6,633 reviews of its stores, and online complaints mention loose stones and repairs17,21,22
On this page
At a glanceTrust Score breakdownWho is behind KayHow to reach KayReturns & exchangesShipping & deliveryWarranty & aftercareWhat Kay sells & what it costsPayment & financingWhat customers sayKay FAQUpdate historySourcesOther stores we’ve checked
Kay policies at a glance
| Return window | 30 days from the purchase shipment date; exchanges 60 days, in stores only; holiday purchases until January 24, 202710 |
|---|---|
| Return shipping | Pre-paid label for online orders10 |
| Can't be returned | Custom designs, engraved or altered jewelry, ear-piercing earrings, special-order watches, gift cards; the contact page adds class rings3,10 |
| Refund | To the original payment method, minus delivery charges; about 5 business days to process10 |
| Warranty | Diamonds, emeralds, rubies and sapphires replaced free for life if chipped, broken or lost (inspections every 6 months); 12 months on their mountings1 |
| Resizing | Paid, after a quote, unless a plan covers it13 |
| Shipping | Expedited, free over $199; free to a store; insurance and signature not mentioned3,10,11,14 |
| Financing | Affirm (0–36% APR), Kay Credit Card, Progressive Leasing18,23 |
| Payment | Visa, Mastercard, Amex, Discover, PayPal, Apple Pay4 |
| Company named on the site | Yes: Sterling Jewelers Inc. d/b/a KAY Jewelers; Signet Jewelers9,14 |
How Kay scores
| Identity & transparency | 16 / 20 Returns address in Akron, Ohio, and stores nationwide; Phone and chat (text, WhatsApp); no email; Domain registered in 1995; Sterling Jewelers Inc. and Signet Jewelers named on the site; President named in the press, not on kay.com |
| Purchase protection | 18 / 25 30 days; Pre-paid return label; Refund to the original payment, no restocking fee; Same 30 days everywhere; three different lists of exclusions; Custom and engraved pieces excluded; Free over $199; insurance and signature not mentioned; Kay investigates; no refund or reshipment promised |
| Warranty & aftercare | 5 / 15 12 months against defects on diamond and gemstone mountings; Free cleaning and inspection; repairs are paid; Resizing is paid; Diamond and gemstone jewelry only; lapses without inspections every 6 months |
| Product transparency | 7 / 15 'Certified' diamonds; the lab isn't named; Karat given, alloy not; plating thickness not given; Lab-grown, lab-created and natural stones labeled; No appraisal with a purchase; appraisals are a store service; Signet's responsible sourcing protocol |
| Payment safety | 8 / 10 Cards and PayPal; Affirm; Own checkout; card processor not named |
| Reputation | 6 / 15 Rating not found yet; No flagship named; stores rated 4.8–4.9 with 332–787 reviews; Store profiles rated A+; head-office profile and complaint handling not yet checked; Disputed repairs and valuations |
We are still checking Kay on Trustpilot and the BBB; the score will be updated when that's done.
The same rules apply to every store. How the Trust Score works
Who is behind Kay
Kay says its first store opened in Reading, Pennsylvania in 19168, and that it now has locations in 1,000 communities across the US8. It is part of Signet Jewelers8, a publicly traded company whose brands also include Zales, Jared, Blue Nile and Peoples24. On kay.com, the terms of use are an agreement with Signet Jewelers, which is based in Ohio, and the site is meant for people located in the US14; the protection-plan terms name the legal entity, Sterling Jewelers Inc. d/b/a KAY Jewelers, and Signet Service Plans, Inc. of Akron, Ohio9. The site names no executives; trade press reports that Julie Yoakum joined Signet as president of Kay and Peoples25.
The kay.com domain dates from February 199526. Online returns go to Signet’s facility at 375 Ghent Rd. in Akron, Ohio10.
All details we checked
| Founded | 1916, with a first store in Reading, Pennsylvania8 |
|---|---|
| Stores | 'Locations in 1,000 communities nationwide'8 |
| Owner | Part of Signet Jewelers8 |
| Parent company | Signet is publicly traded; its brands include Kay, Zales, Jared, Blue Nile and Peoples24 |
| Who you deal with online | Signet Jewelers; based in Ohio; the site is for people in the US14 |
| Legal entity | Sterling Jewelers Inc. d/b/a KAY Jewelers (protection-plan terms)9 |
| Protection plans issued by | Signet Service Plans, Inc., 375 Ghent Road, Akron, Ohio9 |
| Leadership | Julie Yoakum, president of Kay and Peoples (press; not named on kay.com)25 |
| Domain registered | February 24, 199526 |
| Returns address | SJIX, 375 Ghent Rd., Akron, Ohio 4433310 |
How to reach Kay
Customer service answers at (800) 527-8029, weekdays from 9 AM to 7 PM Eastern time3. You can also chat, text (855) 221-6255 or message a jewelry expert on WhatsApp3. We found no customer-service email address or form2,3,4. An order can be cancelled within one hour of placing it4. Kay’s Facebook page warns about scam sites posing as the store: look for the blue checkmark, since fake sites ship nothing or a cheap item27.
All details we checked
| Phone | (800) 527-8029, weekdays 9 AM–7 PM ET3 |
|---|---|
| Hours | Chat weekdays 8 AM–midnight ET; phones weekdays 9 AM–7 PM, Saturday 10 AM–6:30 PM3 |
| Chat, text and WhatsApp | Chat, text (855) 221-6255 or WhatsApp with a jewelry expert3 |
| No customer-service email address or form found2,3,4 | |
| Cancelling an order | Within one hour of placing it4 |
| Its Facebook page warns about fake sites | Look for the blue checkmark; scam sites ship nothing or a cheap item instead27 |
Returns & exchanges
Jewelry can be returned within 30 days of the purchase shipment date and exchanged within 60 days, but exchanges have to be done in a store10. Purchases made between October 20 and December 24, 2026 can be returned until January 24, 202710. Online orders come with a pre-paid return label10, and pieces must be in their original condition with packaging and paperwork10; if you return a ring that was sized to order, the sizing fee is refunded too10.
Each return is inspected, and the refund goes back to your original payment method minus delivery charges, in about five business days10; we found no restocking fee2,3,4,10. The returns page lists custom designs, engraved or altered jewelry, ear-piercing earrings, special-order watches, gift cards and protection-plan replacements as non-returnable10; the help center gives a shorter list, and the contact page adds class rings3,4. Items bought through Progressive Leasing can’t be exchanged10.
All details we checked
| Return window | 30 days from the purchase shipment date; exchanges 60 days, in a store; watches 30 days10 |
|---|---|
| Holiday returns | Bought October 20 – December 24, 2026: returnable until January 24, 202710 |
| Return postage | Pre-paid label for online orders10 |
| Condition | Original condition, with packaging and paperwork10 |
| Sized-to-order rings | The sizing fee is refunded with the return10 |
| Refund | To the original payment method, minus delivery charges; after a quality check10 |
| Refund time | About 5 business days to process10 |
| Restocking fee | None mentioned2,3,4,10 |
| Can't be returned | Custom designs, engraved or altered jewelry, ear-piercing earrings, special-order watches, gift cards, protection-plan replacements10 |
| Can't be returned (help center) | A shorter list: special-order watches, custom designs, gift cards, plan replacements4 |
| Can't be returned (contact page) | Adds class rings3 |
| Leased items | Can't be exchanged10 |
Shipping & delivery
Expedited shipping is the default and is free on orders over $19911; shipping to a store for pickup is always free3, and most orders of $5,000 or less can go to a UPS Access Point11. We found no mention of shipping insurance or a signature on delivery10,11,14. If a package shows as delivered but you can’t find it, you fill in an online form and Kay says it will investigate2, but not for packages shipped more than 60 days earlier4.
All details we checked
| Free shipping | Expedited shipping, free on orders over $19911 |
|---|---|
| Ship to store | Free3 |
| UPS Access Point | For most orders of $5,000 or less11 |
| Insurance or signature | Not mentioned10,11,14 |
| Marked delivered but missing | Fill in an online form; Kay says it will investigate2 |
| Claim deadline | Not after 60 days from shipping4 |
Warranty & aftercare
All diamond and gemstone jewelry bought from Kay comes with its Lifetime Diamond & Gemstone Guarantee7: Kay replaces, free of charge, any diamond, emerald, ruby or sapphire that chips, breaks or falls out of its setting in normal wear1, and for the first 12 months it guarantees the mounting against defects in material or workmanship1. We found no defect warranty for jewelry without those stones1,2,4,8,10,12.
For the metal, Kay sells optional Lifetime Protection Plans, which exclude diamonds and gemstones12; a plan is bought separately and can be refunded within 30 days, minus any services used9. It also offers jewelry insurance through Lavalier, at ‘typically 1-2%’ of the jewelry’s value12. Repairs, including ring resizing, are quoted first, and only those covered by a plan or warranty are free13.
Kay cleans and inspects any jewelry for free, even pieces bought elsewhere2, and its stores do appraisals7. Kay diamonds can be traded in at full price toward a piece worth at least double, in stores but not online1.
The lifetime guarantee stays in effect only if your diamond or gemstone is inspected, and the inspection documented, at a Kay store every six months1. Miss one, and a chipped or lost stone may no longer be replaced free, so keep each inspection receipt.
All details we checked
| Who gets it | 'All diamond and gemstone jewelry purchased from KAY'7 |
|---|---|
| Lifetime Diamond & Gemstone Guarantee | Free with diamond and gemstone jewelry: a chipped, broken or lost diamond, emerald, ruby or sapphire is replaced1 |
| Mounting warranty | 12 months against defects in material or workmanship, for the setting of a diamond, emerald, ruby or sapphire1 |
| Condition | Lapses unless the piece is inspected at a Kay store every 6 months1 |
| Other jewelry | No defect warranty found for pieces without diamonds or precious gems1,2,4,8,10,12 |
| Lifetime Protection Plans | Optional add-on plans for the metal; diamonds and gemstones excluded12 |
| Plan price | Bought separately; refundable within 30 days, minus services used9 |
| Jewelry insurance | Offered through Lavalier, 'typically 1-2%' of the jewelry's value12 |
| Repairs and resizing | Quoted first; only repairs covered by a plan or warranty are free; mail-in repair available13 |
| Cleaning and inspection | Free, for any jewelry, even if bought elsewhere2 |
| Appraisals | Offered at all stores, through its appraisal center7 |
| Trade-in | Kay diamonds count at full price toward a piece at least double the value; not online1 |
What Kay sells & what it costs
Kay’s sitemap lists at least 20,000 product pages28, including previously owned jewelry29. In the 13 product pages our sampler read, prices ran from $119.70 to $1,499.99, with engagement rings from $999.9928.
Diamonds are marked ‘Certified Diamond: Yes’ on product pages5, and lab-grown diamonds are ‘independently certified’6, but none of the pages we read names the grading lab1,2,4,5,6,7, and we found no appraisal included with a purchase5,6,20.
Product pages say what each stone is: ‘Lab-Grown Diamond’, ‘Lab-Created Ruby’ and natural aquamarine all appear in names and details6,30,31. Gold is described by karat, such as 14K, without the alloy5; gold-plated pieces don’t give the plating thickness32, and rhodium finishes carry a note that they may wear off30. Tungsten bands are ion-plated, and Kay notes the plating can be damaged by abrasives33.
Kay says it sources its diamonds and precious metals ‘the right way’8, under Signet’s Responsible Sourcing Protocol, which follows the Kimberley Process34.
All details we checked
| Catalog size | At least 20,000 product pages in its sitemap28 |
|---|---|
| Previously owned jewelry | Sold alongside new pieces; no trade-ins on them29 |
| Prices (13 product pages sampled) | $119.70 to $1,499.99; engagement rings from $999.99 in the sample28 |
| 'Certified' natural diamond | Marked 'Certified Diamond: Yes'; no certificate or lab described5 |
| Certified lab-grown diamond | 'Independently certified'; the lab isn't named6 |
| Grading lab | Not named on the pages we checked1,2,4,5,6,7 |
| Appraisal with a purchase | Not mentioned on the diamond pages we checked5,6,20 |
| Lab-grown labeling | 'Lab-Grown Diamond' in names and details6 |
| Lab-created ruby | Named lab-created; stone class 'Created'30 |
| Natural gemstones | Stone class 'Natural' given31 |
| Gold | Karat given (10K, 14K); alloy not5 |
| Plated pieces | Gold plating over silver; thickness not given32 |
| Rhodium finish | May wear off with frequent use30 |
| Tungsten bands | Ion-plated tungsten: plating can be damaged by abrasives33 |
| Sourcing | 'Sourcing our diamonds and precious metals the right way'; Signet's Responsible Sourcing Protocol8 |
| Signet Responsible Sourcing Protocol | Aligned with the Kimberley Process34 |
Payment & financing
Kay accepts Visa, Mastercard, American Express, Discover, PayPal and Apple Pay4. It runs its own checkout, and we found no card processor named2,4,14,18,35.
You can pay over time with Affirm, at 0–36% APR18, with the Kay Credit Card issued by Comenity Bank23, or lease-to-own through Progressive Leasing, which costs more than paying cash18.
All details we checked
| Payment methods | Visa, Mastercard, Amex, Discover, PayPal, Apple Pay, Affirm, Progressive Leasing, Kay Credit Card4 |
|---|---|
| Checkout | Signet's own; card processor not named2,4,14,18,35 |
| Affirm rates | 0–36% APR18 |
| Kay Credit Card | Issued by Comenity Bank23 |
| Lease-to-own | Progressive Leasing costs more than the cash price18 |
What customers say
Kay names no flagship store, so we score the Google tier that every store rating we found reaches: its 34th Street store in New York is rated 4.8 from 787 reviews, its Canal Street store in Chicago 4.8 from 450, and its store in Akron, where Signet is based, 4.9 from 33215,16,19. Yelp, which covers all its locations, averages 2.6 from 6,633 reviews17. Kay has a Trustpilot profile, but Google results don’t show its rating36, and several Kay stores have BBB profiles rated A+37; we’re still checking both by hand.
Complaints we found are about service after the sale. On Reddit, one buyer says a stone came loose within four days and was still loose after a repair21, another says Kay lost an engagement ring sent for resizing and wouldn’t refund it22, and a third says Kay valued their ring far below what they paid38.
All details we checked
| Google (34th Street store, New York) | 4.8 from 787 reviews15 |
|---|---|
| Google (Canal Street store, Chicago) | 4.8 from 450 reviews19 |
| Google (Akron store, near Signet's head office) | 4.9 from 332 reviews16 |
| Yelp (all Kay locations) | 2.6 from 6,633 reviews17 |
| Trustpilot | Profile exists; rating not shown in Google results36 |
| BBB | Store-by-store profiles; several accredited and rated A+37 |
| Reddit, r/WeddingRingAdvice | A stone came loose within 4 days and was still loose after repair21 |
| Reddit, r/legaladvice | A ring lost while in for resizing; no refund, the poster says22 |
| Reddit, r/jewelers | Kay valued a ring far below what was paid38 |
Official social profiles
Linked from Kay’s own website, so these are the brand’s real accounts.
Alternatives to Kay
- Shane Co. — A family-owned US jeweler with free 60-day returns, free insured shipping and a lifetime warranty
- Zales — Kay's sister chain at Signet, with the same 30-day returns and a lifetime diamond commitment
- Grown Brilliance — Lab-grown diamonds with a named company, stores in a dozen cities and a lifetime manufacturing warranty
Kay FAQ
Is Kay Jewelers legit?
Yes. Kay has sold jewelry since 1916 and is part of Signet Jewelers8; returns get 30 days with a pre-paid label10, and diamond and gemstone jewelry comes with a lifetime guarantee against chipped or lost stones1. The catches: that guarantee needs an inspection every six months1, there’s no customer-service email2,3,4, and Yelp averages 2.6 across its stores17.
Who owns Kay Jewelers?
Signet Jewelers, which also owns Zales, Jared, Blue Nile and Peoples8,24. Kay’s legal entity, named in its protection-plan terms, is Sterling Jewelers Inc. d/b/a KAY Jewelers9.
What is Kay's return policy?
30 days from the purchase shipment date to return, 60 days to exchange — exchanges only in a store10. Online orders come with a pre-paid return label, and the refund goes back to your payment method minus delivery charges10. Custom, engraved and altered pieces and ear-piercing earrings can’t be returned10.
What does Kay's lifetime warranty cover?
The free Lifetime Diamond & Gemstone Guarantee replaces a diamond, emerald, ruby or sapphire that chips, breaks or falls out in normal wear, and covers the mounting against defects for 12 months1. It lapses unless the piece is inspected at a Kay store every six months1. Repairs to the metal need a Lifetime Protection Plan, bought separately9,12. We found no defect warranty for jewelry without diamonds or precious gems, such as plain chains1,2,4,8,10,12.
Does Kay clean jewelry for free?
Yes — cleaning and inspection are free for any jewelry, even pieces you didn’t buy at Kay2.
Does Kay resize rings, and what does it cost?
Yes, as one of its repair services; repairs are quoted first, and only those covered by a protection plan or warranty are free13. If you return a ring that was sized to order, the sizing fee is refunded10.
Does Kay offer payment plans?
Yes: Affirm at 0–36% APR18, the Kay Credit Card issued by Comenity Bank23, and lease-to-own through Progressive Leasing, which costs more than the cash price18.
Are Kay diamonds real and certified?
Product pages say whether a diamond is natural or lab-grown and mark certified diamonds5,6; lab-grown ones are ‘independently certified’6. None of the pages we read names the grading lab1,2,4,5,6,7. Gold is described by karat, such as 14K5.
Does Kay buy back jewelry?
We didn’t find a cash buy-back. Kay diamonds can be traded in at their full original price toward a piece worth at least double, in stores but not online1.
Does Kay ship to Canada?
We found no sign that it does: its terms say kay.com is meant only for people located in the United States14.
How we score stores
The Trust Score adds up 100 points across six areas: identity & transparency (20), purchase protection (25), warranty & aftercare (15), product transparency (15), payment safety (10), reputation (15). Every point is tied to a fact we can link to, and the rules are the same for every store. Read the full methodology.
90+ Excellent · 75–89 Trustworthy · 60–74 Mostly reliable · below 60 Proceed with caution. Ratings from other platforms are summarized in our own words with a link; we don’t copy reviews.
Update history
- Nov 2, 2026 — First published, before our editor’s review. Every fact checked against kay.com, Signet's own site and the other sources listed below as they read that day.
Researched and written by the Trusted Jewelries team. Every fact is checked against its source by our software. Our editor, Valentina Di Roberto, hasn’t reviewed this Trust Check yet; once that’s done, the editor’s name and the review date will appear here. Stores can’t pay for a review or a score. Found a mistake or a policy that has changed? Tell us and we’ll correct it.
Sources
All pages were read on Nov 2, 2026. Store policies change — check the store’s current terms before you buy.
- Kay — Kay Lifetime Diamond & Gemstone Guarantee | Kay
- Kay — Have a question? Check out our Kay FAQs | Kay
- Kay — Need Assistance? Contact our Customer Care Team Today. | Kay
- Kay — Help Center | Kay
- Kay — product page: Now + Forever Certified Round-Cut Diamond Solitaire Engagement Ring 2 ct tw 14K Rose Gold (I/I2) | Kay
- Kay — product page: Now + Forever Lab-Grown Diamonds Certified Round-Cut Solitaire Engagement Ring 4 ct tw 14K White Gold (F/VS2) | Kay
- Kay — KAY Appraisal Services | Kay
- Kay — Our Story | Kay
- Kay — Lifetime Protection Plan Details | Kay
- Kay — KAY Returns & Exchanges | Kay
- Kay — Learn About KAY Shipping | Kay
- Kay — Protection Plans | Kay
- Kay — Jewelry Repair | Kay
- Kay — KAY Jewelers Terms of Use | Kay
- Google search: kay jewelers new york ny
- Google search: kay jewelers akron oh
- yelp.com: Kay Reviews | Read Customer Service Reviews of kay.com — Google result snippet, Nov 2, 2026
- Kay — Payment Options | Kay
- Google search: kay jewelers chicago il
- Kay — product page: Now + Forever Round-Cut Diamond Solitaire Engagement Ring 1/4 ct tw 14K Yellow Gold (I/I2) | Kay
- reddit.com: Has anyone here bought a ring from Kay Jewelers? How … — Google result snippet, Nov 2, 2026
- reddit.com: Kay Jewelers lost my engagement ring when I gave it them … — Google result snippet, Nov 2, 2026
- Kay — Enjoy flexible financing options with our new KAY credit card | Kay
- https://www.signetjewelers.com/our-company/
- linkedin.com: Helzberg President Julie Yoakum Moves Over to Signet … — Google result snippet, Nov 2, 2026
- Domain registration record (RDAP)
- facebook.com: Don't forget to look for the blue checkmark! ☑️ Only shop … — Google result snippet, Nov 2, 2026
- Kay's sitemap and 13 product pages sampled from it
- Kay — product page: Previously Owned Diamond Anniversary Ring 1/20 ct tw Round-cut 10K White Gold Size 9.5 | Kay
- Kay — product page: Lab-Created Ruby Link Chain Bracelet Sterling Silver 7.5" | Kay
- Kay — product page: Aquamarine Zodiac Scorpio Bolo Bracelet 10K White Gold 9.5" | Kay
- Kay — product page: Disney Treasures Lilo & Stitch Amethyst "Ohana" Bracelet Sterling Silver & 18K Rose Gold Plating 8.5" | Kay
- Kay — product page: Now + Forever Men's Celtic Knot Wedding Band Tungsten Carbide & Black Ion Plating | Kay
- https://www.signetjewelers.com/sustainability/responsible-sourcing/default.aspx
- Kay — KAY Jewelers Privacy Policy | Kay
- trustpilot.com: Kay Jewelers Reviews | Read Customer Service … — Google result snippet, Nov 2, 2026
- bbb.org: Kay Jewelers | BBB Business Profile — Google result snippet, Nov 2, 2026
- reddit.com: Kay jewelers is claiming my ring as a much lower value … — Google result snippet, Nov 2, 2026