Customer Care

FINAL SALE

All Sale Items are Final Sale. No adjustments made on prior purchases.

ON-LINE RETURN POLICY

We will happily accept unworn, undamaged or defective product for exchange or refund within 21 days of ship date. Sale items are a final sale and therefore are not eligible for exchange or return. Refunds will be made in the form of the original payment. Once your return is processed, a credit will be issued for the merchandise amount only. Shipping charges are not refundable. Please allow 5 -7 business days for the refund to post to your account. Requests to exchange merchandise received as a gift must be accompanied by a gift receipt.

PRICE ADJUSTMENT

We gladly honor one-time price adjustments on full-price merchandise within 7 days of the retail purchase or ship date if accompanied by the original receipt. Items not purchased at full price are ineligible for price adjustments. Prices are subject to change at any time. We reserve the right to cancel orders containing erroneous prices including those due to technical or administrative errors on our part.

INTERNATIONAL SHIPPING

All orders shipped outside of the United States may be subject to additional charges based on the end country's taxes, tariffs and duties. These fees will not be applied to the final invoice.
If there are any end country's taxes, tariffs and duties they will be imposed at delivery and collected by UPS before you can take ownership.

CREDIT CARD AUTHORIZATION

Only one credit card may be used per transaction. This includes bank-issued gift cards with a credit card logo (example: American Express gift cards).

Your credit card will not be charged until the items in your order are shipped. In some cases, because not all items may ship together, you will see more than one charge on your credit card.

When attempting to place an order on www.kennethjaylane.com, a temporary authorization hold may be placed on your credit card.

Please be assured, this is not an actual charge and this authorization hold will be removed within 48 hours of your items being shipped. It is up to your credit card issuing bank as to when you will see the authorization hold drop off.

For your security, your billing name, address and phone number must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

SALES TAX

To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total.

Please note: the tax amount displayed during checkout is an estimate of the tax applicable to your order. This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors. The actual amount of tax payable in connection with your order will appear in your order confirmation email.

Applicable sales tax will be charged on total merchandise, including shipping & handling fees, for orders shipped to: NY, CT, MA, IL and CA.

SHIPPING RESTRICTIONS

ITEM AVAILABILITY

The fulfillment process for most orders of in-stock items begins as soon as your online purchase is completed. These items will be shipped once your payment is approved, the item is located, and the shipping address is verified.

After your order leaves our warehouse, delivery times vary according to the shipping method you select during checkout and the location of your shipping address. Please note that business days are Monday-Friday, excluding federal holidays within the United States.

  • Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays within the United States.
  • Orders shipping to Alaska or Hawaii require expedited shipping. standard ground shipping is not available.
  • We are unable to ship expedited orders to a P.O. Box address.
  • We are unable to ship to 3rd party shipping services.

  • TRACKING YOUR ORDER

    Tracking numbers are assigned to packages upon shipping from our distribution center. You can find these tracking numbers in your shipment confirmation email, as well as in your order history on kennethjaylane.com. It may take up to 48 hours before the package is checked into the carrier's tracking system. While your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide information about your package for 48 hours.

    As we use multiple carriers and shipping methods, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during checkout and the carrier that is delivering your item(s). Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, your order history at kennethjaylane.com will not offer tracking information, but will still offer order status and other details.

    FOR INFORMATION ON UNDERSTANDING YOUR ORDER STATUS

    If you have further questions about your order, please contact us at: 1 877 953 5264.

    ORDER STATUS/TRACKING YOUR ORDER

    The status of your order is updated regularly on kennethjaylane.com. The order status represents what is happening with your order between the time you place it and the time it ships from our warehouse.

    To find your order status, visit the order history page of the “my account” section of kennethjaylane.com. Here you will find detailed information about current and past orders. Once your order is shipped, your tracking number(s) will be displayed if available. If you have further questions about your order, please contact us at: 1 877 953 5264.

    EMAILS ABOUT YOUR ORDER

    Once your order is placed, we will update you with:

  • Order confirmation: this email confirms that we have received your order and includes your order number. Keep this email for your records.
  • Shipment confirmation: this email confirms that your order has shipped and typically contains carrier tracking information.
  • Important notices about your order: there are various reasons for this email message (for example: difficulty in processing your order, inability to ship to the address provided, duplicate order, cancellation of order or payment verification). Should you receive a notice like this, please call a customer care specialist at 1 877 953 5264 immediately so that we may assist you.

  • CHANGING OR CANCELING YOUR ORDER

    Please call customer care at: 1 877 953 5264.

    Kenneth Jay Lane ships daily. Please call with-in a 12-hour period after placing the order.

    RETURN RULES & RESTRICTIONS

    RETURN RULES

  • We accept returns of product shipped within the United States and Canada only. .
  • Returns of full-price merchandise must be made within 30 days of purchase.

  • RETURN RESTRICTIONS

    In the case of items damaged during shipment, please contact our customer care team immediately at: 1 877 953 5264 or email to: inquiries@kennethjaylane.com.

    RETURN INSTRUCTIONS

    RETURNS FROM THE UNITED STATES

    Complete the returns section of the original packing slip. Pack the item securely in the original package (whenever possible). Enclose the returns portion of the original packing slip with the item. Be sure to keep a copy of the packing slip for your records.

  • We cannot accept C.O.D. deliveries.
  • You can expect a refund in the same form of payment originally used for purchase within 30 days of receiving your returned product.
  • We recommend that you use ups or insured parcel post for your return. Ship the return package to:
    Kenneth Jay Lane.com
    20 West 37th Street, 9th Fl.
    New York New York, 10018

  • Note: the tracking number from your return to ensure that the package arrives at our warehouse.

    WARRANTIES AND REPAIR POLICIES

    JEWELRY

    We offer a one-year warranty on all of our jewelry for damage caused by manufacturing defects. Please contact us at: 1 877 953 5264, or email to: inquiries@kennethjaylane.com and we'll be happy to assist you. Due to the delicate nature of our pieces, it’s best to store jewelry in their dust bags. Please have your original proof of purchase when you call.

    REPAIR POLICY

    We will do our best to cover basic repairs and manufacturing defects on any item made by Kenneth Jay Lane.com. All items submitted for repair must be accompanied by a sales receipt.

    Lost items are not considered a manufacturing defect. We recommend that you periodically inspect clasps and other closures for secure fit. If adjusting is needed, please submit for repair. We cannot make a single earring to replace a lost mate. We can help you find a replacement pair or similar pair to purchase at full retail price.

    Repairs will not be made on items purchased from an unauthorized retailer or when the damage was caused by neglect, accident, alteration, or other factors not due to defects in the workmanship or materials.

    Email inquiries@kennethjaylane.com with your name, telephone number, order id number (if item was purchased through Kennethjaylane.com), style number or brief description of the item, where the item was purchased and a description of the problem. It's helpful if you attach a photo, but not required. We will respond with a return authorization number and instructions on how to proceed. Items returned without a return authorization number or sales receipt from Kennethjaylane.com will not be accepted.

    All repairs are handled by the skilled artisans in our Manhattan workshop. Please allow 10 to 12 weeks from the date the item is received at our Manhattan workshop for your repair to be completed.

    SHIPPING POLICY

    We offer free UPS ground shipping on all orders over $150 (excluding taxes and shipping) to the continental United States.

    We offer shipping via UPS on all domestic orders. Please note that UPS will not deliver to P.O. Boxes. The following charges apply to packages shipped in the continental United States. We ship UPS Worldwide Express for all orders outside of the United States.

    Actual costs for international shipping are calculated after you have added items to your cart and filled in the shipping address information on the website.

    Service Cost Arrival
    Ground $15.00 5-7 business days, excluding Saturday and holidays.*
    2nd Day Air $25.00 Arrives in two business days when ordered before 1pm ET, Monday-Friday, excluding Saturday and holidays.*
    Next Day Air $45.00 Arrives next business day when ordered before 1pm ET, Monday-Friday, excluding Saturday and holidays.*

    *Please note that Three-Day, Two-Day and Overnight Delivery refers only to delivery time and not to the time needed to prepare your order. While most orders are ready for shipping within 24 hours of placing your order, some orders take additional time. Please allow 48 hours for processing.v *Shipping times are approximate.
    *Business days are Monday through Friday, excluding Saturday and holidays.
    *UPS only delivers Monday-Friday, therefore Overnight Delivery shipped on a Friday will arrive on the following Monday.

    GLOSSARY OF TERMS

    The products we offer are fashion/costume jewelry. They are inherently made of materials that look like fine jewelry but are made of imitation parts. This list serves to explain terms of description.

  • Gold is 22 karat plated
  • Silver is rhodium plated
  • Crystal is glass stones
  • Pearl is a finish over beads
  • Any reference to a gem is strictly for color purposes only
  • For instance: ruby = ruby color crystal stone or bead