FAQs - Customer Service - Helzberg Diamonds

Customer Service

Contact Us

1-800-HELZBERG
help@helzberg.com

Frequently Asked Questions

Helzberg Diamonds Credit Card™

Order & Payment Information

Do I have to sign in to make a purchase?
No, you can shop as a guest. Signing in will allow you to check the status of your order and help make your checkout faster on future purchases.

What if I have a question about my order, want to change it, or need to cancel it?
For questions about your order, call Customer Service at 1-800-HELZBERG (1-800-435-9237) Monday-Friday 8 a.m.- 5 p.m. CST or email help@helzberg.com. If you created an account when you were checking out, you can check your status online. Simply visit My Account to see information about your order.

Unfortunately, we can't change your order once it's been submitted. We process orders very quickly - which is usually a good thing! We understand that everyone makes mistakes, however, so if you have questions about your order, please contact us and we will do everything we can to accommodate your needs.

How is sales tax calculated?
If there is a Helzberg Diamonds store or office in your state, you will be charged your state's sales tax. Find a location near you.

Can I ship to an address that is different from my billing address?
For your protection, orders $1000 and above must ship to the billing address only. On orders under $1000 we will ship to a different address than the billing address. Keep in mind that we are unable to ship to P.O. Boxes and we only ship within the continental U.S.

Can I order something online and pick it up in a store?
While we do not currently offer this service, you can call 1-800-HELZBERG (1-800-435-9237) to find if the item you want is currently available in a store near you. Simply provide the item number, and we'll tell you where to go to see it in person.

Gifts & Gift Cards

Do you offer gift packaging?
Something as special as a gift from Helzberg Diamonds should come in a beautiful package. That's why we send all of our customers' gifts in elegant gift packaging at no charge. During checkout, you'll have an opportunity to include a personalized message on a gift tag - all for free.

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 online or in-store. You may only redeem these gift cards in-store.

Product Information

If a product is out of stock online, can I still buy it?
If an item is out of stock online, it may still be available in a nearby Helzberg Diamonds store. Next to the jewelry image, it will say "Sorry! This item is currently not available." Just call 1-800-HELZBERG (1-800-435-9237) or visit a store near you, provide the item number for the piece of jewelry you are interested in, and we'll be happy to help you find it.

How do I know what size ring to order?
If you're buying a ring as a surprise, you'll earn major points for getting it in the right size! Click here to read some of our tips on estimating someone's ring size. If it's not a surprise, you can still use our handy ring sizer to determine someone's exact ring size. Even better, you can have one of our jewelry professionals do a ring fitting in-store.

What if I don't order the right size ring?
Fear not - Helzberg Diamonds can change the size of almost any ring you buy from us. The charge for ring sizing varies according to the type of metal and whether it is a men's or women's ring. Contact the store nearest you with your specific requirements and an Associate will be happy to assist you.

Are all Helzberg Diamonds products online?
At Helzberg Diamonds, we're known for our vast selection. However, to make your online shopping experience a little easier we haven't put every single item on our web site. Our stores can sometimes have up to three times as many styles to choose from -- so if you don't see what you're looking for online, we encourage you to call or visit a store. Call 1-800-HELZBERG (1-800-435-9237) or find a store near you.

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 guarantee will remain valid if you have your inspection card signed every six months.

What if there's a pricing error on the site?
If a pricing error were to occur there was 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, unfortunately mistakes can and do happen. Until an order is shipped a contract has not been entered into. If a pricing error occurred and we as a company did not correct the error prior to the order shipping then we would honor any pricing error.

Shipping Information

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. For example, we ship every order through UPS. Our packages are never marked with the Helzberg Diamonds name, and a signature is required on all deliveries over $500. Furthermore, all orders over $1000 must be shipped to your billing address. 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.

What are your shipping costs?
Ground Shipping is FREE on orders with merchandise totaling $149 or more (excluding tax and other charges). See our full list of shipping options here.

Do you ship to PO, FPO and APO boxes?
We are unable to ship to PO, APO and FPO boxes with UPS. To assist our military customers, we offer the option of placing a phone order which we will ship registered and insured through USPS.

Do you ship internationally?
We only ship to the United States. Additional time may be required for shipments to Alaska, Hawaii, and certain areas of the United States. No orders from outside the United States can be accepted.

Returns & Exchanges

What is your return policy?
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. For the location of your nearest store, visit the Store Locator.

FREE Online Returns
If there is no Helzberg Diamonds store conveniently located near you, or you decide you want to return your purchase using UPS, we will gladly arrange to have your purchase picked up by UPS - at no cost to you. Just call 1-800-HELZBERG (1-800-435-9237) for an authorization number and instructions. Please note that all jewelry returned using UPS must pass an inspection before we can issue any refund or exchange.

All purchases made in one of our store locations must be returned to the nearest store location.

PAYPAL: Helzberg Diamonds store locations cannot process PayPal returns. PayPal purchases must be returned through Helzberg.com via our normal free online return process.

Can I return an item I purchased online to a store location?
Yes, you can return any item purchased online to a store location. For the location of your nearest store, visit the Store Locator.

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.

Helzberg Diamonds Credit Card™

How do I apply for a Helzberg Diamonds card?
The Helzberg Diamonds Credit Card™ is a great way to take advantage of special financing plans, free shipping, and exclusive offers. If you don't currently have a Helzberg Diamonds Account, just Apply Online and you'll be well on your way to reaping the benefits of the Helzberg Diamonds card.

To protect your information, you will be connected to our secure credit site. You may also apply for a Helzberg Diamonds Credit Card at any of our over 200 stores. Just visit our Store Locator to find the store nearest you.

How do I make a Helzberg Diamonds Credit Card payment online?
Simply click Manage Your Account button on the Helzberg Diamonds Credit Card™ page or click here Once you register your account, you will have the access to fully manage your account online. Including:

Pay your bill online
View your statement online
Update your account information

If I have questions about my Helzberg Account or my bill who do I contact?
You can write to our credit department:
HSBC Retail Services
P.O. Box 15521
Wilmington, DE 19850-5521

Or call us at:
Helzberg Credit Customer Service 1-866-435-7906

Can I use the Helzberg Diamonds Credit Card™ account I just opened to make an online purchase, even though I don't have my card yet?
You can in any one of our over 230 stores, but not online You should be getting your new card within 7-10 days. If you'd like to use your account before the card arrives, please visit one of our stores, where we'll be happy to help you make a purchase using your new account. Find a location near you.

Gold Purchase Program

What if my jewelry contains diamonds or gemstones?
The payout value we offer you is based on gold or platinum content, only. We do not return or compensate for any diamonds or other gemstones that are set in the jewelry.

Do I have to pay for shipping?
When you register for the program, we will send you a prepaid envelope. All shipping expenses are paid for by the Helzberg Diamonds Gold Purchase Program.

How much gold jewelry and other items can I send?
We will purchase any amount of gold or platinum you wish to sell up to $2,500 per package and a maximum payout value of $7,500 during a twelve (12)-month period. We will accept a maximum of four packages from any single address over a twelve (12)-month period. If you believe your items are valued at over $500.00, please call for special insurance and shipping arrangements. In addition, if you have more items than the supplied bag will hold or if the items you are submitting are large or bulky, please call us at 1-877-851-1505.

What about insurance - what if my shipment gets damaged or lost in transit?
Your prepaid FedEx shipping label insures your shipment for $500 at our expense. If you believe your items are valued at over $500, please call for special insurance and shipping arrangements.

How does the Helzberg Gold Purchase Program calculate the cash value of the items I send?
The Helzberg Gold Purchase Program calculates the cash value of your items sent based on these factors:

The price of gold or platinum as quoted by the London Afternoon Fix on the business day the packet is received.
The total weight of the submitted gold.
The karat content of your gold, which is a percentage of 24 karat:
- 10kt is 41.6% pure gold
- 14kt is 58.3% pure gold
- 18kt is 75% pure gold
- 24kt is 100% pure gold

How will I be paid?
When your offer is ready, we will email you the offer (or phone you if you prefer). If you decide to accept the offer, a check will be written and mailed out to you via U.S. Postal Service first class mail.

What if I decide not to accept the offer amount?
You can decline the offer, and all of your items will be returned to you at no cost.

Password Assistance

Who do I contact if I forget my password for My 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 the spam and junk mail folders in your email program. If you don't find our email, call Customer Care at 1-800-HELZBERG (1-800-435-9237) from 8 a.m. - 5 p.m. CST, Monday - Friday.

Who do I contact if I forget my password to access my Helzberg Diamonds Credit Card account?
Click here for online help.
Or, you can write us at:
HSBC Retail Services
P.O. Box 15521
Wilmington, DE 19850-5521Or call us at:
Helzberg Credit Customer Service 1-866-435-7906