Frequently Asked Questions

 

General

 

What are the measurements of this item? How much does it weigh?

 

We do our best to include all item measurements in the product details section of the product page. The product details section can be found under the product picture if on a desktop computer. On mobile, it can be found below the “Add To Cart” button under the “Details” tab.

If the product details are not listed here, please contact cs@kevinjewelers.com. Please include the item SKU number in the subject line and a customer service representative will be happy to provide all available product measurements.

 

Can I go into a store to see and/or purchase an item I saw online?

 

The products and deals that are featured on our website are available online only. Our retail locations will not necessarily carry the same merchandise and will feature separate products and deals that are not available online.

 

I forgot my password. How do I reset it?

 

If you are a returning customer and you forgot your password you can click on the “Forgot Password?” link on the login page. 

 

From there you will be asked to enter your username so that we are able to send you further instructions via email.

 

If you are unable to remember your username, please contact Customer Care and we will gladly assist you in receiving the password reset email.

 

You will receive a new password via email. Use this password to log back into your account. You then can change your password by clicking on your username in the top right corner of the page, and then clicking on “Change Password” under the account tab on the right hand side.

 

How do I contact Customer Support?

 

Our Customer Care Representatives are happy to assist you by phone at (844) 538-4653 or by email at cs@kevinjewelers.com. Customer Care is available Monday through Friday, from 8:30 am to 4:30 pm PST.

 

Placing Your Order

 

Do I have to register with your website in order to check out?

 

In order to checkout on our website you must be a registered member with us. By being a registered member with us you will be able to checkout more easily and receive email updates about your order. You will also receive exclusive coupons and be the first to know about our upcoming promotions.

 

Where do I enter my coupon code? 

 

While hovering over the cart in the top right hand corner of your page you will see two options: View Cart and Checkout. Click on “View Cart.”

 

While on the View Cart page you will see an option to apply your coupon under “What would you like to do next.” Enter your coupon code and click “Apply.” You will see the subtotal at the bottom the page change if the coupon is accepted.

 

Why won’t my coupon code work?

 

Please make sure to check out with the same email address at which you received the coupon code. If you do not use the same email address the coupon code won’t work. Also, be sure to check that the items in you cart qualify for the code. For example, if the coupon code is for amethyst jewelry, then it cannot be used for emerald jewelry.

 

Do you ship internationally?

 

At this time we are only able to ship items from our website to Canada. However, we offer many of our products on major marketplaces like Amazon and eBay which have global shipping programs.

 

I am having trouble checking out. I keep getting an error message. What do I do?

 

Please ensure that you are entering the correct billing information for the card being used exactly as it appears with your bank. If the error persists, please contact your bank to verify that your address is up to date and your information is correct. Also please verify that your shipping address is correct.

 

Can I call and place an order over the phone or by email?

 

Unfortunately, we do not place orders via phone or email for security reasons. All orders must be placed through our website in order to ensure that your information remains secure.

  

Personalized and Custom Orders

 

What is considered a Custom Order? 

 

Any item that is altered from its original design is considered a custom order. Original design alterations include but are not limited to: sizing, engraving, and personalized jewelry orders. Custom orders cannot be returned or exchanged, all sales are final.

 

What is the standard ring size? Can I get this ring resized? 

 

The standard for women is 6 or 7 and the standard for men is 9 or 10. These vary by design. If there is no option available for selecting the ring size or if the stock size is not listed, please contact our Customer Care Team. If the ring has to be sized there will be an additional cost, which will vary depending on the desired size. We recommend contacting us prior to placing your order to inquire about ring sizing and ring sizing fees. Any questions regarding ring sizing can be directed to cs@kevinjewelers.com. Be sure to include the item SKU number in the subject line.

 

Can all items be engraved?

 

We feature many engravable products on our website, however, not every item can be engraved. This is because we do not want to compromise the integrity or design of the product. Character limits do apply on products that are engravable. Any inquiries about item engraving can be directed to cs@kevinjewelers.com. Please include the item SKU number in the subject line.

 

I want an engraving (or a ring sized), but I don’t see where to enter it or request it.

 

During your checkout there will be a section that reads “Special Requests.” It is in this section that you will enter your engraving or ring sizing request. To ensure that our team is able to process your order correctly please put you special request in this format:

 

 Engraving: [Type your desired engraving here]

 

or

 

Size: [Type your desired size here]

 

If we have any questions or problems regarding your order customization request we will contact you immediately and your order will not be placed until you inform us on how you would like to proceed with the order.

 

Order Updates

 

I have not received any updates about my order. Why? 

 

If you are unable to find your order confirmation emails in your regular inbox please first check your Spam folder. If you are still unable to locate any email updates, contact us at cs@kevinjewelers.com with your name and order number and we will provide you with any updates on your order.

 

When will my order be shipped?

 

All orders placed after 1 P.M. PST are shipped on the next business day. For example, if an order is placed on a Friday after 1 P.M. PST and Next Day Delivery is the chosen shipping method, then the order will ship out on Monday and arrive on Tuesday. If your order is a custom order, please allow 3-7 days before shipping to allow for the customization process. After your item has been customized, it will then be shipped using your chosen shipping method.

 

How can I track my order?

 

The easiest way to track your order is go to the carrier’s website and type in your tracking number.

 

Returns

 

What is your return policy? 

 

All items must meet our Conditions of Return in order for a refund to be issued. 

 

IMPORTANT NOTE: Custom Orders cannot be returned or exchanged, all sales are final.

 

If you would like to return an item and have met the conditions of return, please contact cs@kevinjewelers.com with your name and order information for complete instructions on returning the item.

 

What if I received a defective item? 

 

If you have received a defective item please contact cs@kevinjewelers.com with your name and order information along with a picture of the condition the item was received in. Our customer support team will review and contact you regarding further steps.

 

 

 

 

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