Call 1-800-311-5393 for Zales customer service. The official Help Center also offers live chat, order tracking, repair tracking and store support. For a Zales Credit Card bill, use the card issuer’s support route below.
Zales Contact Options and Hours
- Customer-service phone: 1-800-311-5393; Monday–Friday, 9 a.m.–7 p.m. Eastern Time; Saturday, 10 a.m.–6:30 p.m. Eastern; closed Sunday.
- Live chat: Monday–Friday, 7 a.m.–2 a.m. Eastern; Saturday and Sunday, 9 a.m.–midnight Eastern, through the Help Center.
- Local service: use the Help Center’s store finder or appointment tools for in-store help.
- Zales Credit Card: Comenity Capital Bank support at 1-800-695-0434; TDD/TTY 1-888-819-1918.
Zales notes that holiday support hours may differ. These phone and chat schedules do not establish local store opening hours.
Order Tracking and Delivery Problems
Open Track Your Order in the official Help Center. Keep the order number, confirmation email and relevant shipping updates together. When contacting support, distinguish a missing item from a delayed shipment or a package marked delivered that you cannot find.
Ask support to confirm which shipment contains the item and what the next investigation step will be. If the item arrived damaged, keep the packaging and take clear photographs before following the return instructions. Avoid sending valuable jewelry to an address found in an unrelated search result.
Jewelry Repairs and Service Status
The Help Center includes Request a Service and Track a Service tools. For an existing repair, have the service receipt or reference number ready. Ask the store or support team to identify the repair stage, any estimate awaiting approval and how you will be notified when the item is ready.
Before approving work, request a written description of the repair and its expected cost. If you purchased a protection plan, ask which part of the proposed work is covered and which charges remain your responsibility. Keep the service receipt and any updated estimate with your original purchase documents.
Zales Returns and Exchanges
The official return and exchange policy generally allows returns within 30 days of purchase or shipment. Jewelry exchanges generally have a 60-day window, while watches have a 30-day window. Exchanges are handled in stores. Condition requirements and exclusions apply, including to some customized items.
The policy currently lists an extended holiday return period for purchases made October 20–December 24, 2026, through January 24, 2027. Check the linked policy for the terms applying to your purchase, and confirm any item-specific exclusion before relying on that deadline.
Use the return instructions supplied by Zales. Keep the packing slip, original documentation and shipping or store receipt. For a refund follow-up, ask whether the return has completed inspection and whether the refund was issued. The date a return arrives and the date a bank shows the credit can differ.
Billing Questions and Unresolved Cases
For a merchandise charge, start with Zales and provide the order, amount and transaction date. For card-account payments, statement questions or account access, contact the issuer through the official card-support route. Keep the retailer’s order reference separate from the card-account case number.
If repeated contacts do not resolve the problem, give the existing case number, explain what remains outstanding and ask for a supervisor or the responsible service team. Request a concrete next step and a follow-up date. Save written confirmations.
Zales Customer Service FAQs
How do I contact Zales customer service?
Use the customer-service phone or live-chat options listed above. For a local repair or appointment, start with the store handling your jewelry.
Is Zales phone support open on Sunday?
The current Help Center lists Sunday phone support as closed; chat has a separate Sunday schedule. Holiday hours may vary.
How can I check a Zales repair?
Use Track a Service in the official Help Center or contact the store handling the repair with your service receipt.
Can I exchange a Zales purchase online?
Zales says exchanges must be handled in a store. Review the return and exchange policy for your item and purchase date.
Who handles Zales Credit Card questions?
Comenity Capital Bank handles card-account support. Use the issuer contact listed above for statement and account questions.
What should I include in a Zales complaint?
Provide the order or repair reference, a short timeline, previous case numbers and the specific result you are requesting. Keep payment and account details out of public reviews.
Share Your Zales Customer Service Experience
Read customer reviews or leave your own review. Explain the issue, when it happened, which support route you used and whether it was resolved. Do not include account numbers, payment details, passwords or private contact information. Posting here does not open a support case with Zales.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers find support information and share customer-service experiences since 2004. We link to official contact sources and separate those details from practical suggestions for documenting a problem. CSN is independent of Zales and cannot access accounts or resolve claims, orders or billing disputes.
Contact routes checked October 22, 2026. Hours and policies can change; use the linked official pages for current and account-specific instructions.