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Frequently Asked Questions
On this page, you’ll find answers to common questions and concerns. If you need personalized or additional help, please contact us here by phone, email, or chat.
Orders & Payments
Do I have to sign in to make a purchase?
No, you can absolutely shop as a guest. Creating an account and signing in will allow you to check the status of your order and help make your checkout faster on future purchases.
Can I order something online and pick it up in a store?
Look for items with the "FREE pick-up in store" option and choose your preferred location to pick up your items in-store for FREE. Once you receive an email confirming your order is ready for pick up, go to your chosen store and we will have your order waiting for you. That’s all there is to it!
What if I have a question about my order?
For questions about your order, please contact our Customer Care team. If you created an account when you were checking out, you can check your order status online. Simply visit My Account to see information about your order.
What if I want to change or cancel my Helzberg.com order?
Once you have placed an online order, we are unable to cancel. However, the order can be returned once it’s received, and the purchaser will receive a full refund.
Why does the order amount show as “pending” with my financial institution?
Order amounts will show as “pending” status until the amount has been cleared through your financial institution. When we process payment electronically, we send the amount to the bank to make sure that the account is valid and the funds are available. Helzberg does not actually collect the money until your order ships. Once your order ships, the charge should no longer display as “pending”.
How is sales tax calculated?
State sales tax will be charged based on the tax requirements in your state.
Does Helzberg Diamonds offer jewelry insurance, and what does the warranty cover?
No, we do not provide insurance. However, we understand that a jewelry purchase is an investment in yourself or in someone you care for, so we do have a Jewelry Guarantee which demonstrates to you that we believe in the quality of our jewelry and value your continued business. Developed at the request of our customers, the Helzberg Diamonds Lifetime Care Plan is an extension of this commitment.
Shipping questions
Is it safe to have fine jewelry sent through the mail?
We know how important your purchase is, so we've implemented several policies to ensure that your order will arrive safe and sound. Our packages are never marked with the Helzberg Diamonds name, and a signature is required on all deliveries over $1000. We also add insurance to every package. These policies have made our online shopping experience safe, reliable and worry-free.
What if my jewelry gets lost in the mail?
While we take every precaution to ensure that your order arrives safely, sometimes something unexpected happens. Until someone signs for delivery, your order is insured, meaning you'll be reimbursed if it doesn't arrive.
Do you ship orders outside of the US?
No. We currently only ship within the continental United States. We do ship to APO & FPO addresses via USPS Priority Mail.
Can I ship to an address that is different from my billing address?
Yes, you can absolutely ship to any address, even if it’s different than your billing address. Please keep in mind that we are unable to ship to P.O. Boxes. We can also ship orders to APO & FPO addresses.
Will a signature be required for delivery?
Signatures are required on all orders over $1000. Other signature requirements may be determined by the postal service.
Can my order be shipped to an APO/FPO location?
Yes, we ship orders to APO & FPO addresses with all documentation needed for Customs clearance via APO/FPO mail system. Orders shipped overseas via APO/FPO are subject to the destination country's restrictions on prohibited items, but are not subject to local duty or sales tax.
Helzberg also offers a special discount for active duty and retired military personnel.
My billing address is APO/FPO, but I want to send my order to an address state side. Can I do this?
Yes, we can deliver to US addresses if your billing address is an APO/FPO. You can even use two different billing and shipping addresses, even if they are both APOs/FPOs.
Does Helzberg offer weekend delivery?
We offer standard delivery, expedited delivery and express delivery options. You can view estimated standard delivery dates on individual product pages. Helzberg also offers a FREE in-store pick up option.
In-Store Pick Up
I need my order fast, or want to keep it hush-hush! Can you help?
Order online and pick up your order at your closest Helzberg store for FREE.
When your order is ready for pick up, we’ll send you an email. To pick up your order, just make sure your item is paid in full and bring a valid ID with you. You should also make sure the address on your ID matches the one you used online. For order safety, you can’t send someone else to pick-up the order.
You can also ship to an address that is different than your billing address.
When will my credit card be charged for in-store pickup?
Your credit card will be charged for your order during online checkout.
Returns & Exchanges
What is your return policy?
Part of our commitment to a hassle-free shopping experience includes a FREE, simple return and exchange privilege for all orders (including APO/FPO orders).
FOR 60 DAYS: You may receive a refund or exchange your purchase in-store or online. There is a 30-day return or exchange privilege in our Outlet stores, providing that the merchandise is in unaltered, as-purchased condition. Watch exchanges and returns can be made within 30 days of purchase if unworn, not sized, complete with the original packaging, manufacturer’s warranty materials, and your sales receipt.
FOR 12 MONTHS: We guarantee the material and workmanship of your purchase. We will repair or replace your mounting without charge if any defects are found during this period. If your jewelry becomes damaged as a result of a manufacturer defect, Helzberg Diamonds will repair or replace the item without charge. Guarantee excludes normal wear and tear and all damage caused by abuse.
PayPal: Helzberg Diamonds store locations cannot process PayPal returns. PayPal purchases must be returned by calling 1-800-435-9237 for our free online return process.
All sales of pre-owned merchandise, personalized/engraved jewelry and special orders are final (sizing not included). We cannot be responsible for jewelry handled inappropriately outside of our services. Shipping charges are non-refundable.
If there is not a Helzberg Diamonds store located near you just call 1-800-435-9237 for return instructions.
More about shipping and returns
In-store returns
Part of our commitment to a hassle-free shopping experience includes a simple return and exchange privilege. If for any reason you decide to return or exchange your purchase, you have 60 days (*30 days for unworn watches). Simply take your purchase to any Helzberg Diamonds store. All purchases made in one of our store locations must be returned to the nearest store location.
Outlet returns
Jewelry exchanges and returns may be made within 30 days of purchase providing merchandise is in unaltered. Returns and exchanges for products purchased at a HELZBERG DIAMONDS OUTLET location will only be accepted at OUTLET locations. Online outlet purchases will also need to be returned to an outlet location, or arranged by calling Customer Care.
Can I return an item I purchased online to a store location?
Yes, you can return any item purchased online to a store location. To make a return, you will need your receipt, the item, and any packaging it arrived in. For the location of your nearest store, visit the Store Locator.
Can I return an item I purchased in a store online?
All purchases made in one of our store locations must be returned to the nearest store location.
Can I return an item I purchased in an OUTLET location at another Helzberg Diamonds location?
Exchanges/Returns for product purchased at a HELZBERG DIAMONDS OUTLET location will only be accepted at OUTLET locations.
How do I return a gift?
We will gladly exchange a gift you received for another item(s) or for store credit within 60 days of the purchase date. Or we will be happy to refund the individual whose name is on the receipt within 60 days of the purchase, in the same method of payment used at the time of purchase. If the original purchaser paid cash, a check will be sent to the purchaser from our corporate office.
I need to return or exchange a product. If I have received a Gift with Purchase (GWP) as part of my original order, do I have to return the Gift with Purchase as well?
Merchandise cannot be returned for a full refund without returning the Gift with Purchase (GWP) product in its original, unopened package.
Helzberg Diamonds Financing Options
How do I apply for a Helzberg Diamonds Credit Card or other financing options?
We are happy to help you apply for a Helzberg Diamond Credit Card or find a financing option that works for you. If you are interested in learning more about the Helzberg Diamond Credit Card and the other financing options we offer, we are here to help!
How do I cancel my Helzberg Diamonds Credit Card?
To cancel your Helzberg Diamonds Credit Card or any other financing plans, please login to your Helzberg Diamonds Credit Card Account through the link below. If you need help, you can also contact us for assistance.
Who do I contact if I forget my password for my Helzberg.com account?
If you forget your password, just visit My Account and click Forgot Your Password? We'll send you instructions on how to set up a new password.
I requested a new password but didn't receive it.
Check your spam and junk email folders. If you don't find our email, contact us.
Why can’t I access my Helzberg Diamonds Credit Card account on my Helzberg.com account?
Helzberg Diamonds takes pride in ensuring you have the best financial options for the big moments we help you celebrate. Since we work with multiple institutions you will not be able to access paying your bill directly from your helzberg.com account. We have supplied you a quick means to pay your bills online, and you can find those solutions in the link below.
Jewelry Guarantee, Lifetime Care Plan and Warranty
Does Helzberg Diamonds offer a jewelry guarantee?
Yes! The Helzberg Diamonds Jewelry Guarantee is our promise to stand behind the quality of your jewelry purchase. We believe in the quality of our product, and if you’re not satisfied you can return your purchase in-store or online within 60 days (30 days for outlets) of original purchase date, providing that the merchandise is in unaltered, as-purchased condition. We will also repair or replace your mounting without charge if any defects are found during this period.
Does Helzberg Diamonds offer jewelry insurance?
No, we do not provide jewelry insurance. However, we understand that a jewelry purchase is an investment in yourself or in someone you care for, so we do have a jewelry guarantee which demonstrates to you that we believe in the quality of our jewelry and value your continued business. Developed at the request of our customers, the Helzberg Diamonds Lifetime Care Plan is an extension of this commitment.
What is the Lifetime Care Plan, and how do I purchase it?
The Lifetime Care Plan means that Helzberg will cover all inspections, cleanings, and most repairs for the lifetime of your jewelry. You can join our Lifetime Care Plan at your nearest store, or online when you make a purchase.
Products & Inventory
Are all Helzberg Diamonds products online?
At Helzberg Diamonds, we're known for our vast jewelry selection. Our stores can sometimes have additional styles, metal colors, stone options, and more to choose from -- so if you don't see what you're looking for online, we encourage you to contact us or visit a store.
What if there's a pricing error on the site?
If a pricing error were to occur, please know there is no attempt to unlawfully harm any customer. If an error is made, we will try to correct it as quickly as possible. According to common law advertising, when an order is requested online, it is not a binding agreement according to the court system.
It is never our intent to advertise with incorrect pricing, but unfortunately, mistakes can and do happen. If a pricing error occurred and we as a company did not correct the error prior to the order shipping, we would honor any pricing error. If you believe there has been a pricing error, please let us know.
How do I find my or my partner's ring size?
We have a few ways to help you find the perfect ring size, for yourself or your loved one — even if the ring is a surprise. To find the right size at home, we offer a printable ring sizer to measure a finger or existing ring. We also offer a complimentary mailed plastic ring sizer. The most accurate way to confirm the ring size is to visit a local Helzberg Diamonds store, where we are happy to assist you.
Can my ring be sized at a local Helzberg Diamonds store?
Helzberg Diamonds can alter the size of nearly any ring you purchase. The charge for ring sizing varies according to the specific piece you've purchased.
Does Helzberg Diamonds engrave jewelry?
Yes, Helzberg Diamonds offers a great selection of jewelry that can be engraved, including engagement rings and wedding bands. When buying an engagement ring or band online, you’ll see an option to add engraving on the product page. Visit your nearest Helzberg Diamonds store, or shop engraved rings, engraved necklaces and engraved bracelets on Helzberg.com.
Will you clean and inspect the jewelry that I buy online?
Of course! Just bring your jewelry into your favorite Helzberg Diamonds store for a FREE cleaning and inspection. It's a good idea to do this every six months. Not only will your jewelry be better maintained, but your Lifetime Care Plan will remain valid if you have your inspection card signed every six months.
Does Helzberg offer online coupons?
Helzberg Diamonds offers a variety of special deals and limited-time special offers to help make your purchase extraordinary for you and your loved ones! Click the link below to view our current promotions and offers.
Gifts & Gift Cards
Do you send gift receipts?
All Helzberg Diamonds online packages come with receipts that do not display the purchase amount. You can still use this receipt in the event you need to return or exchange your purchase.
Do you sell gift cards online?
You may purchase gift cards in-store. Give the gift that can't go wrong. It's easy to purchase and fun to redeem. Gift cards are available in $25 increments up to $500. The Helzberg Diamonds gift card can be redeemed at any Helzberg Diamonds retail location. At this time, it cannot be redeemed online. The Helzberg Diamonds gift card has no expiration date and no usage or monthly maintenance fees.
Does Helzberg Diamonds offer gift wrapping?
No, Helzberg does not offer gift wrapping. However, most jewelry items arrive in a free signature Helzberg Diamond's box or pouch that is beautiful on its own.