Frequently Asked Questions
Please note, Customer Service is experiencing high call volumes. We appreciate your patience. Please see below for answers to frequently asked questions.
Birthday Discount During COVID-19
Those with birthdays from March through June will be able to shop our birthday discount with us in person when we re-open through June 30, 2020.
In select states (California, Florida, Kansas, Maryland, Minnesota, New Jersey, Nevada, New York, Pennsylvania, Washington and Washington DC), those with birthdays from March through July will be able to shop our birthday discount with us in person when we re-open through July 31, 2020.
We are also offering our birthday discount online. Please let us know your birthday here. If it is currently your birthday month, we’ll send you a code to use online within the next 7 days. If it is not currently your birthday month, we’ll send you a code during your birthday month.
Please note that the birthday discount does make the item purchased final sale, and it may not be applied to previous purchases or combined with other offers.
Curbside And In-Store Pickup
We are now offering curbisde and pickup at most of our stores! Click here for details.
Returns During COVID-19
Returns of purchases made on kendrascott.com and delivered to a home address or picked up at store
We understand the difficulty with shipping returns for online purchases at this time. Orders placed between March 1, 2020 and May 31, 2020 must be received at our distribution center by June 30, 2020 to be eligible for a full refund. Orders after May 31, 2020 will follow our normal 30-day return window policy. Returns can be made using the pre-paid, pre-addressed return shipping label provided with qualifying orders shipped to a home address. Or, customers can print their own return shipping label for qualifying orders by visiting kendrascott.com/returns. We will process these orders by July 31, 2020. As a note, processing of returns received after March 1, 2020 may be delayed.
We are able to accept exchanges and returns for a store credit in Kendra Scott stores that are open at this time. Please check for whether your store is open for shopping here. Orders placed online between March 1, 2020 and May 31, 2020 will be eligible for exchange or a return for a store credit until June 30, 2020. Orders placed after May 31, 2020 will follow our normal 30-day return window policy. In select states (California, Florida, Kansas, Maryland, Minnesota, New Jersey, Nevada, New York, Pennsylvania, Washington and Washington DC), exchanges and returns for store credit for orders placed between March 1, 2020 and July 1, 2020 will be accepted through July 31, 2020. Orders placed after July 1, 2020 will follow our normal 30-day return window policy.
**Please note that custom pieces created on the Color Bar™, engraved pieces, masks, Nail Lacquer, Birthday Discount purchases, gift cards, Kendra Scott branded merchandise and permanently discounted or marked down merchandise are considered Final Sale and are NOT eligible for return or exchange.
Returns of purchases made at Kendra Scott store locations
We are able to accept exchanges and returns for a store credit in Kendra Scott stores that are open at this time. Please check for whether your store is open for shopping here. Purchases made in store between March 1, 2020 and May 31, 2020 will be eligible for exchange or a return for a store credit until June 30, 2020. Orders placed after May 31, 2020 will follow our normal 30-day return window policy. In select states (California, Florida, Kansas, Maryland, Minnesota, New Jersey, Nevada, New York, Pennsylvania, Washington and Washington DC), exchanges and returns store credit for purchases placed between March 1, 2020 and July 1, 2020 will be accepted through July 31, 2020. Orders placed after July 1, 2020 will follow our normal 30-day return window policy.
**Please note that engraved pieces, masks, Nail Lacquer, Birthday Discount purchases, gift cards, Kendra Scott branded merchandise and permanently discounted or marked down merchandise are considered Final Sale and are NOT eligible for return for a store credit or exchange.
Do you offer gift wrap? Yes, we are happy to offer complimentary gift wrap on our jewelry! On the checkout page, select “Yes” under the “Is This a Gift?” heading. We will wrap each item separately in an appropriate gift box. Home Goods (boxes, picture frames, candles) come in branded boxes and 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. 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 typically unable to change or cancel orders. Please contact Customer Service (email@example.com) immediately if you have questions about changing or canceling your order.
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 willreceive 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 or LSO tracking information for your shipment. Please contact Customer Service (firstname.lastname@example.org) if you have not received your confirmation emails. For information about international orders, please visit our International FAQ page.
I just placed an order, but I need to change the shipping address. How do I do that? Because we process orders so quickly, we are typically unable to make changes to a shipping address. Please contact Customer Service (email@example.com) as soon as you can if you need to change your shipping address.
I am ordering several items that need to be shipped to different shipping addresses. How do I indicate that? As of right now, we are only able to accept one shipping address per order. If you need items to ship to different addresses, it would be best to place them as separate orders.
I need to use two credit cards on my online order – how do I do that? At this time, 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) or Lone Star Overnight (LSO). Your tracking email will provide you with the carrier and tracking information for your shipment. See our International FAQ for information about international shipping.
Will a signature be required for delivery of my order? Only shipments of fine jewelry require a signature upon delivery.
Do you offer expedited shipping? Yes! On the checkout page, you will see all of your available shipping options (Ground, 2 Business Day, and Next Business Day). For expedited orders to ship same-day, they must be placed before noon central time. (For example, if you place an order at 2pm Central Time on a Wednesday with Next Business Day shipping, it will not leave our facility until the following business day (Thursday). It would be delivered the business day after that (Friday).
Do you ship internationally? Yes, please see our International FAQ for more information.
Authorized Kendra Scott Retail Partners
Helen of New York
Rent the Runway
The Jeweler's Wife
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 (firstname.lastname@example.org), 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 in our Store Directory.
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 entered in the Coupon Code field in your Shopping Bag, 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.
How do your promotions work? All promotions are limited to the specified dates/times and cannot be applied to previous purchases, gift card purchases, sales tax, or shipping charges. Promotions cannot be combined.
Buy One, Get One (BOGO) – If exchange or return of promotional merchandise forces purchase out of line with terms, total will be adjusted to reflect updated balance due, which must be reconciled at time of return or exchange.
Gift With Purchase (GWP) – Any product purchased during a promotion related to a “gift with purchase” can be exchanged for the full value of the invoiced price. If the exchange is below the promotional gift threshold, the free gift must be returned or you will be charged for the full price of the gifted product. Gifted product cannot be returned or exchanged.
Buy More, Save More (BMSM) – Buy More Save More discounts apply only when purchase contains the minimum respective spend as specified.
How do I redeem your birthday discount? – Our birthday discount is offered for in-store purchases only. During your birth month, you can receive 25% off one fine jewelry or home item, or 50% off all other items. This discount may only be applied to one item. It may not be applied to previous purchases or combined with other offers. All sales are final – items purchased with the birthday discount are not eligible for return or exchange. Purchases of gift sets and gift cards are not eligible for discount. Please present birthday discount email and a valid photo ID to redeem this offer. ID owner must be present at time of purchase. This offer is non-transferable. Offer may be redeemed one time during the month of your birthday as shown on valid photo ID. Limit of one discount per person per year. Birthday discount is only eligible to be redeemed in one store. If no email is present, the purchaser must be present with valid photo ID and sign up for our email list.
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 in to 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 (email@example.com) and we will look into your options.
Do you make price adjustments? We are happy to honor price adjustments 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 our customer service team at 866-677-7023 or firstname.lastname@example.org. To receive a price adjustment for items purchased through a Kendra Scott retail store, bring your receipt to your nearest Kendra Scott retail store.
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 are also available for purchase and will be shipped directly to you or the recipient via UPS or LSO. Both e-cards and physical gift cards can be used in any Kendra Scott retail store or on kendrascott.com for orders shipping domestically. Physical gift cards may also be purchased in any Kendra Scott retail store. Gift cards cannot be purchased or redeemed outside the US.
How can I sell Kendra Scott jewelry in my boutique/store? Thank you for your interest! Contact our wholesale team at email@example.com for more information.
Are you able to donate to my charity event? We love giving back! Visit our Community Giving page for more information.
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.
What is your return policy? Kendrascott.com: Kendra Scott, LLC provides FREE RETURN SHIPPING. A pre-paid, pre-addressed return shipping label will be provided with every qualifying order purchased on the website. Any unworn merchandise you would like to return for a full refund must be sent back to Kendra Scott, LLC within 30 business days of receipt of product. Items are eligible for an exchange for up to 30 days after the receipt of product.
Kendra Scott Retail Stores: Eligible items may be returned at your nearest Kendra Scott store for exchange or store credit only within 30 days of purchase.
Authorized Kendra Scott Wholesaler: Please refer to the store’s policy. Returns and exchanges must be made through the store of purchase.
I need to return something from my order. How do I do that? If your item is eligible for return, there should have been a pre-paid UPS return shipping label and return form included with your shipment. Fill out the form and use the UPS label to send the package back to us (do not take to the Post Office). You will receive an email confirmation when the refund has been issued or when the new item is being shipped. Sale items and Color Bar™ items are final sale, and are not eligible for return or exchange. You can re-print your return shipping label for eligible items here. 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 (firstname.lastname@example.org) – 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.
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 Druzy jewelry? To care for Druzy jewelry, simply polish it with a jewelry polishing cloth. Do not expose your Druzy jewelry to harsh chemicals such as cleaning products, as it can damage the stone and metal finish of the jewelry.
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.