Despite your best efforts to select the perfect jewelry, there’s always a chance that it may need to be returned.
You can view Zales’s returns policy here, or read on to read our thorough summary below.
Details of Zales return policy
| Website | https://www.zales.com/ |
| Return window | 30 days |
| Return window begins | Date your item was shipped |
| Return channels | Initiate via email, then return by post |
| Refund Method | Refund to original payment method |
| Contact page | Zales Customer Service |
| Customer Support Hours | By Phone: Monday to Friday: 9 AM — 7 PM ET Saturday: 10 AM — 6:30 PM ET Sunday: Closed By Chat: Monday to Friday: 8 AM — 12 AM ET Saturday: 10 AM — 10 PM ET Sunday: 12 PM — 9 PM ET |
| Useful links: | Zales warranty policy Zales shipping policy Zales resizing policy Zales reviews |
Zales returns process
If you’ve decided to return an item to Zales, they offer a straightforward process for most jewelry and watches. Here’s how it works:
First, you’ll want to check the return window. Zales allows 30 days from the purchase or shipment date to return an item for a refund. If you’re looking to exchange it, you have 60 days for jewelry and 30 days for watches. This timeframe applies whether the item was bought in-store or online, so it’s important to keep that date in mind when considering a return.
Next, make sure your item is eligible for a return. It must be in its original condition, which means including all the original packaging, instructions, paperwork, and for watches, all links that came with it. There are some exclusions you should know about. Zales won’t accept returns or exchanges for custom designs, special-ordered watches, gift cards, ear-piercing earrings, or items purchased with a protection plan replacement. Additionally, if the item was bought using Progressive Leasing, it cannot be exchanged.
When you’re ready to return your item, Zales makes the process simple, especially for online orders. You can request a free pre-printed shipping label through their website, which you’ll need to affix to your package. If you prefer not to use Zales’ label, you can still return the item by shipping it yourself. However, in that case, you’ll need to cover the shipping costs. Either way, be sure to include the packing slip and all original documents that came with the item. Returns should be mailed to Zales’ facility in Akron, Ohio, as noted on the packing slip.
Once your return is mailed back, you’ll need to wait for Zales’ Quality Assurance team to inspect the item. If it passes their inspection, Zales will process your refund within five business days. Do keep in mind that it might take an additional 5-7 business days for your refund to appear in your account, depending on your financial institution.
How long does it take for a Zales return to be processed?
Zales typically processes returns within five business days of receiving the item. If you paid by credit or debit card, your refund should appear in your account within another 5-7 business days. However, if you paid by check or cash and the refund is over $500, the process takes longer. In this case, Zales will issue a refund check by mail from their corporate office, and you can expect it to arrive within 21 days.
Zales refund methods
When it comes to refunds, Zales will credit your refund back to the same payment method you used for the original purchase. For credit or debit cards, this means the refund will go back to the same card. If you paid by check, Zales will mail a refund check to you from their corporate office within 21 days. For cash payments over $500, the refund will also come as a mailed check. If your purchase was made with a gift card, you’ll receive a new gift card as the refund. Note that gift cards themselves cannot be returned unless required by law.
If you used multiple payment methods, such as a combination of card and cash, your refund will be split accordingly across those methods.
Returning damaged items to Zales
If your item arrives damaged, Zales will accept the return as long as it’s in the condition you received it, with all original packaging and paperwork included. The return will go through an inspection by Zales’ Quality Assurance team, and as long as it passes, your refund will be processed. Be sure to send everything back with your return to avoid any delays.
Which items can’t be returned to Zales?
Certain items are not eligible for returns or exchanges. Zales won’t accept returns on:
- Custom designs
- Special-ordered watches
- Gift cards (unless required by law)
- Ear-piercing earrings
- Items purchased using a protection plan replacement
- Products bought using Progressive Leasing (which cannot be exchanged either)
Other things you should know about Zales’s returns policy
There are a few extra details that set Zales’ return policy apart from others, which you’ll want to keep in mind.
First, exchanges can only be done in-store, even if you purchased the item online. Zales doesn’t allow exchanges through the mail for online orders. This means you’ll need to visit a physical store location to complete any exchange, so plan ahead if that’s something you’re considering.
For items bought during a promotion or sale, be aware that returning one item could affect your promotional discount. For example, if a discount depended on buying multiple items and you return one of them, your refund may be adjusted to reflect the original prices before the promotion.
If you’re returning an item that was a gift, Zales offers the option to exchange it or receive a gift card in return. You’ll need to have the gift receipt and make sure the return is within 30 days of the purchase date.
Zales doesn’t provide an online portal to track your return status, but if you’re mailing the return yourself, you can use your shipping carrier to track the package. If you’re using Zales’ free return label, customer service will be your best point of contact for any updates.
Lastly, it’s important to remember that items purchased through Progressive Leasing cannot be returned or exchanged, so be mindful of that if you’re using this option.
Overall, Zales’s return policy is good compared to comparable retailers. To find out more about their Zales’s returns policy click here, or get in touch with the Zales Customer Service if you have any questions.
