Frequently Asked Questions

Please see below for answers to frequently asked questions.

Kendra Scott x LoveShackFancy Pre-Orders
  • When does pre-order begin?
  • The pre-order for our Kendra Scott X LoveShackFancy collection will be on April 24th from 9am - 9pm CT, while supplies last, online only. Limited quantities available per customer.


  • When will my pre-ordered items ship?
  • We are so excited for you to get your exclusive sparkle! Your items will ship in July 2024. We will have a more specific date as we get closer and we will update you via email once your items are on the way! 


  • I am seeing multiple authorizations for my pre-order, why is this happening? 
  • When you place your pre-order, we need to make sure you have funds available for your purchase. As part of this process, your card provider will temporarily hold the amount needed to pay for your pre-order. This temporary hold of funds is called a payment authorization. This will likely appear as a ‘processing’ or ‘pending’ payment on your account, but it isn’t an actual charge. You will only be charged once your order is shipped. If we’re unable to authorize your card or the funds are no longer available in your account at this time, we’ll send you an email asking you to call us.


  • Can I change the quantity or add items to my pre-order since it has not shipped?
  • Unfortunately, no. You cannot change the quantity or add more items to your pre-order once the pre-order is placed.


  • My credit card will expire before or during July 2024, will my order be cancelled? 
  • We kindly ask that you use a payment method that does not have an expiration date prior to July 2024. If this does occur, someone from our Customer Care team will contact you in July on next steps. 


  • I would like to use a different payment type, can I update this? 
  • We are not able to change any payment types on your pre-order, once it is placed. Pre-orders cannot be placed with PayPal, Affirm, AfterPay, CashApp or ApplePay payment methods.


  • Is there any way to expedite my pre-order? 
  • No, we will not have any capabilities to change the ship method or expedite your order. 


  • Can I cancel my pre-order? 
  • Normally we would not be able to cancel once an order is placed, but we will have the capability to cancel before the items arrive to our warehouse. Please chat or email our Customer Care team to process your cancellation. Please note that once your pre-order is cancelled, we will not be able to place a new order or reinstate it. 


  • Can I change the address of my pre-order? 
  • We are not able to change any addresses to your pre-order at this time. 


  • Can I call my local store to place a pre-order online for me?
  • Due to limited availability, we are not accepting phone orders via our retail locations.
Kendra Scott Insider & Birthday Discount

To receive your Birthday Discount code, you must become a Kendra Scott Insider by creating an online account and providing the requested information. To enroll into Kendra Scott Insider, please visit the link here. You will be required to provide your email address, first and last name, zip code, birthday month, and complete your online profile with a unique password. One account per person. You must be at least 13 years old to create an account.



You must be enrolled as a Kendra Scott Insider to redeem your Birthday Discount in-store and online.



Your Birthday Discount may be applied to one purchase at:



• 50% off one Fashion Jewelry or Color Bar® item; and 


25% off one Fine Jewelry, Sterling Silver Jewelry, Gold Vermeil Jewelry, Fragrance, Watch or Home Goods item.



International orders, engagement rings, hats, hat accessories, boots, blankets, curated collection items, gift sets, layering sets, giveback items and Gift Cards are not eligible to receive a Birthday Discount or any type of code-based discounts. 



ITEMS PURCHASED WITH THE BIRTHDAY DISCOUNT ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.

Shipping & General Ordering

Do you offer gift wrap? 

Yes! We are happy to offer complimentary gift wrap on our jewelry! On the checkout page under Delivery Method, check the checkbox next to "This order is a gift". We will wrap each item separately in an appropriate gift box. Home goods (decorative accessories, jewelry boxes & organizers, travel cases, picture frames, candles votives), fragrance, branded items, watches, gift sets, cross body bags, lobe wonders, earring supply kits, jewelry cleaners, and apparel cannot be gift wrapped.



I am purchasing several gifts on the same order. Can I add multiple gift messages? 

At this time, we are only able to add one gift message per order, but each item will be gift wrapped individually. The gift message will be printed and enclosed with one gift tag.



I just placed an order, but I selected the wrong item or need to change the shipping address. Can you change it? Can you cancel it? 

We want you to receive your order as quickly as possible! To make that happen, our team starts processing orders as soon as they have been submitted, so we are unable to change items, update shipping items, or cancel orders.



I just placed an order – will I get a confirmation from you? 

Yes! After submitting an order shipping within the United States, you should be taken to a page that provides an order confirmation number. Within a few moments, you will receive a confirmation email from us. After your order has finished processing and is ready to ship (for domestic orders with ground shipping, allow up to five business days), you will receive a second email that provides the UPS tracking information for your shipment. Please contact Customer Service via chat or email (service@kendrascott.com) if you have not received your confirmation emails. For information about international orders, please visit our International FAQ page.


I am ordering several items that need to be shipped to different shipping addresses. How do I indicate that? 

We are only able to accept one shipping address per order. If you need items to ship to different addresses, you will need to place them as separate orders.



Why can I not select Two-Day or Next-Day shipping for my fragrance order?

Fragrance items are only eligible to be shipped with the Ground Shipping method only. We are not able to ship any orders with Fragrance included with Two-Day or Next-Day shipping methods or internationally.

I need to use two credit cards on my online order – how do I do that?

We are only able to process one credit card per online order. (This includes Visa, MasterCard, or American Express gift cards.)


I just placed an order. How will it be shipped to me? 

All domestic orders and returns are shipped via UPS (United Parcel Service), DHL or FedEx. Your tracking email will provide you with the carrier and tracking information for your shipment. We offer multiple shipping options (Ground, 2 Business Day, and Next Business Day). Orders being shipped to Alaska, Hawaii, or Puerto Rico are not eligible for free ground shipping.



Do you ship internationally? 

Yes, please see our International FAQ for more information.



Authorized Kendra Scott Online Retail Partners

Dillard's


Macy's


Bloomingdale's


Liverpool


VonMaur


Nordstrom


Zappos


Zappos @ Amazon


Zulily


Hello Molly


LavishlyHip


Rent the Runway


Revolve Clothing


Rocksbox


Stitch Fix


REEDS Jewelers


Vici Collection


Anthropologie


You can find other retailers that sell Kendra Scott near your location with the “Find Other Retailers Near You” tool here.



Repairs

We are only able to offer repairs on our fine jewelry that was purchased and shipped within the United States. If you have an item needing repair or are located in another country, please contact Customer Service via chat or email (service@kendrascott.com), and we will be happy to look into your options.



Visit Us In Store

What is the closest Kendra Scott near me? 

Find the closest Kendra Scott store to you here.



What other stores sell Kendra Scott? 

You can find other retailers that sell Kendra Scott near your location with the “Find Other Retailers Near You” tool here.



Discounts And Promotions

I have a discount code. How do I add that to my order? 

Discount codes can be applied in the 'Add a promo code' field in your Shopping Bag or in the Checkout screen and they must be applied before the order is submitted. When placing your order, enter the code and click “APPLY” – you will see the discount apply and the total change before you enter your payment information.



I have two discount codes. How do I enter both? 

We are only able to apply one discount code per order.



I lost an earring! Can I buy just one?

As long as we have your earrings in stock, we are happy to offer you our Half Earring Exchange! Just bring your one earring into any of our retail stores, and we will be happy to sell you a brand-new pair of the same style and color for half price. If you do not live near one of our retail stores, contact Customer Service via chat or email (service@kendrascott.com) and we will look into your options. Some exclusions may apply. We do not offer a Half Earring Exchange for Fine Jewelry at this time.



Service Discount for Teachers, Healthcare Workers, Military and First Responders

Kendra Scott offers a 15% discount to healthcare workers, teachers, military and first responders every day in a Kendra Scott store only with a valid photo ID and online by verifying your eligibility with ID.me. 



This discount is non-transferable and voidable if transferred prior to redemption. This discount may not be applied to previous purchases, engagement rings, hat, hat accessories, boots, blankets, fine jewelry, sterling items, vermeil items, watches, gift sets, layered sets, anniversary items, Barbie x Kendra Scott, Greek collection, Clear Capsule collection, Emily Travis items, Nasreen Shahi items, Gift Card purchases, sales tax or shipping charges. It cannot be combined with other offers or with a Kendra Gives Back event. If we determine that you have misused your service discount, we reserve the right to refuse or cancel any future orders and to cancel your account.


How can I use my discount online or in-store? 

When redeeming at a Kendra Scott store, the customer eligible for the discount must be present at the time of redemption and present a valid photo ID in-store.

To redeem online, you will need to setup an account with ID.me. Once the ID.me account is successfully setup, eligible items can be added to cart, you can select ‘Verify with ID.me’ at checkout, in which a coupon code will be provided and can be applied at checkout.


What is ID.me?

ID.me maintains all your credentials in one place, so your shopping can go smoothly. Through this verification technology, you can take advantage of discounts and other online marketplace benefits.


Where can I learn more about ID.me?

To learn more about the offers and benefits of ID.me, or for company information, please visit ID.me.

Price Adjustments

Do you make price adjustments? 

We are happy to honor price adjustments for sitewide promotions within 7 days of the original purchase date. Adjustments will be issued to the original form of payment. To receive a price adjustment for items purchased on kendrascott.com, contact Customer Service via chat or email (service@kendrascott.com). We are not able to offer adjustments or accommodations for Gift With Purchase promotions. To receive a price adjustment for items purchased through a Kendra Scott retail store, bring your receipt to your nearest Kendra Scott retail store.



Gift Cards

Do you sell gift cards? 

Yes! Electronic gift cards (e-cards) may be purchased and personalized through our website (www.kendrascott.com). It will be emailed to the recipient within 24 hours of submitting your order. Physical gift cards may be purchased in any of our Kendra Scott store locations and can be shipped directly to you or the recipient via UPS, DHL or FedEx. Both e-cards and physical gift cards can be used in any Kendra Scott retail store or on kendrascott.com for orders shipping domestically. Gift cards cannot be purchased or redeemed outside the US.



Wholesale Inquiries

How can I sell Kendra Scott jewelry in my boutique/store? 

Thank you for your interest! Contact our wholesale team at sales@kendrascott.com for more information.



Charitable Events And Donations

Are you able to donate to my charity event?

We love giving back! Visit our Philanthropy page for more information. For Events & Donations FAQs, go here.



I have a tax ID number. Can I use that for a tax-exempt purchase online? 

We are not able to process tax-free purchases through our website.


Can I round up my change or donate to a charity online? 

Kendra Scott has partnered with ChangeUp, which allows customers to add charitable donations to their online orders.


What payment types are acceptable to make towards a ChangeUp online donation?

All online payment types are acceptable towards a ChangeUp donation except for giftcards and Affirm.


Can I change the amount or cancel my donation after my order is placed?

No, all donations are non-refundable and cannot be changed once an online order is placed.


I am placing an order internationally and would like to contribute towards a charity online. 

Unfortunately, International orders are not eligible for ChangeUp donations online.


What is the maximum amount that I can contribute towards ChangeUp?

Customers will have the option to round up their total order amount to the nearest dollar or they can supersize their online contribution, only in the individual amount of $1.00, $5.00 or $10.00.


How can I request a tax donation receipt for my ChangeUp online donation?

If a tax donation receipt is needed, please email hello@changeup.com to request this be emailed to you. Please ensure to include your first and last name that was provided on your online transaction. 



Returns

What is your return policy for purchases made online that are shipped to my home or picked up in-store? 


Engraved pieces, Birthday Discount purchases, gift cards, Kendra Scott Branded merchandise, custom pieces created at the Color Bar™ and permanently discounted or marked down merchandise are considered Final Sale and are not eligible for return or exchange. All other unworn, unused items you would like to return for a full refund must be sent back to the Kendra Scott distribution center within 30 days of receipt of product in original packaging with tags on.


Kendra Scott, LLC provides FREE RETURN SHIPPING for eligible items. A pre-paid, pre-addressed return shipping label will be provided with every qualifying order purchased on the website. If you have misplaced your shipping label, you can print a replacement pre-paid return shipping label by visiting kendrascott.com/returns. Please allow up to 15 business days for your return to be processed. Business days are Monday-Friday except for federal holidays. Return processing begins after your package is delivered to us. For any inquiries concerning returns or exchanges, please contact Customer Service via chat or email at service@kendrascott.com Monday – Friday 8am – 5pm CT and Saturday – Sunday 12pm – 5pm CT.


Eligible items may also be returned at your nearest Kendra Scott store for exchange or store credit only within 30 days of receipt.


What is your return policy for purchases made in store? 

Engraved pieces, Birthday Discount purchases, gift cards, Kendra Scott Branded merchandise, custom pieces created at the Color Bar™ and permanently discounted or marked down merchandise are considered Final Sale and are not eligible for return or exchange. All other unworn, eligible unused items may be returned at your nearest Kendra Scott store for exchange or store credit only within 30 days of purchase.


What is your return policy for purchases made with an authorized Kendra Scott Retail Partner?

Please refer to the store’s policy. Returns and exchanges must be made through the store of purchase.


For information regarding international returns and exchanges, please visit our International Orders page.



I would like to exchange a gift I received. How do I do that? 

Contact Customer Service via chat or email (service@kendrascott.com) – we are happy to look into your options!



How long does it take for returns and exchanges to be processed? 

Please allow up to 15 business days for the processing of returns and exchanges. Depending on your financial institution, refunds can take up to five business days to appear on your credit card/bank statement.



Jewelry Care

How do I clean my Kendra Scott jewelry? 

Because our fashion jewelry is 14K Gold or Rhodium plated over brass, it is possible for the plating to fade over time from continuous wear. This is unavoidable over the lifetime of any plated jewelry. Because of this, we do recommend that our customers are cautious when washing their hands, swimming, exercising, cleaning, or styling their hair, as soaps, chlorine, detergents, cleaning agents, and hair products can remove the plating. The Kendra Scott jewelry pouch doubles as a safe haven for your jewelry’s storage and a polishing cloth to keep it looking bright and shiny.


Find more information and fine jewelry care instructions here.


Can you wear gold plated jewelry in the shower?

We recommend taking your gold plated jewelry off before you get in the shower, as it can damage the plating. This protects your jewelry’s shine by avoiding contact with agents such as soaps, lotions, and hair and cleaning products.


How do you care for Drusy jewelry? 

To care for Drusy jewelry, simply polish it with a jewelry polishing cloth. Do not expose your Drusy jewelry to harsh chemicals such as cleaning products, as it can damage the stone and metal finish of the jewelry.

Fragrance

What is the return policy for fragrance items?

 

All unopened fragrance items purchased in store may be returned at your nearest Kendra Scott store for exchange or store credit only within 30 days of purchase. Fragrance must be unopened, in its original packaging.

 

All unopened fragrance items purchased online may be returned for a full refund to your original payment method after sending the items back to the Kendra Scott distribution center within 30 days of receipt of product. Fragrance must be unopened, in its original packaging. We strongly encourage all customers to maintain and reuse the original fragrance shipping container to return your fragrance items.

 

What do I do if I have a reaction to a fragrance item?

 

If you experience a reaction to one of our fragrance products, please reach out to our Customer Care Team via chat, email (service@kendrascott.com) or phone 866-677-7023.

 

Please ensure to provide as much information as possible to help resolve a potential solution, including proof of purchase and details surrounding your reaction. Our Customer Care Team reserves the right to potentially request additional information, such as photos of the product and photos of the affected area.

 

Since different skin types and conditions may react differently to a particular product, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.

Hinged Huggie and Hoop Earrings

My hinged huggie/hoop earrings are not clasping correctly. How do I fix this? 


The closure to your earring may become loose or unaligned over time with repeated wear. This is normal! You can adjust the post so it clasps securely again.

Using light pressure, gently push the post of your earring so it aligns with the back of the earring. Test the closure by clasping the earrings. When the post is aligned correctly, you will hear a clicking sound when you close the clasp. If the earring is still feeling loose, repeat the process and test the closure again. 

Color Bar®

What is the Color Bar® by Kendra Scott? 

The Color Bar® by Kendra Scott is an in-store and online experience where personal style meets instant gratification, meaning it’s easy to turn the jewels of your dreams into reality. Read more about how the Color Bar® works here.



What is a Kendra Scott Color Bar® Party? 

A unique customization experience, the Color Bar® is where personal style meets instant gratification. And now we’re taking that experience to the next level – we plan, you party. All you have to do is choose from three party packages! They all include a reservation at the Color Bar® for three or more guests, one piece of custom jewelry per person, a private styling consultation, and bubbly to enjoy. Learn more about how to the Color Bar® works here, and contact your local Kendra Scott store to plan your event.