FAQ'S


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, contact Customer Service. 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.

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Unfortunately, we can't change your order once it's been submitted.

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.

Can I order something online and pick it up in a store?
Look for items with the Pick Up In-Store option and choose your preferred location to pick it up in-store for FREE. Once you fill out the form and receive an email confirming your order is ready, go to your chosen store and we will have your order waiting for you. That’s all there is to it!

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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 FedEx. 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?
See our full list of shipping options here.

My billing address is an APO/FPO, but I want to send an order to an address state side; can I do this?
Yes, we can deliver to US addresses if your billing address is an APO/FPO for items under $500.

Will a signature be required for delivery?
Signatures are required on all orders over $500. Other signature requirements may be determined by the military postal service.

I am posted overseas, can my shipment from Helzberg Diamonds be sent via APO/FPO to my location?
Yes, we ship orders going to APO address with all documentation needed for Customs clearance via APO mail system. Orders shipped overseas via APO/FPO are subject to the destination country's restrictions on prohibited items, but are not subject to local duty or sales tax.

My billing address is APO/FPO, but I want to ship to a different address. Can I send it to my local address even if it doesn't match my billing address?
Yes; if your order is under $1000.00 we can deliver to US addresses even if your billing address is APO/FPO. Orders over $1000.00 must be delivered to the billing address associated with your credit card.

Can my order be delivered internationally?
Yes, Helzberg Diamonds offers our customers international delivery through our partnership with Borderfree. International shoppers receive the benefit of seeing product prices in their specified local currency, guaranteed order totals, and economical international shipping. For a list of available shipping countries and currencies, please click here.

Who is Borderfree?
Borderfree is a global ecommerce solution that allows us to present our international shoppers with product prices in the currency of their choice, with affordable international shipping costs, and the lowest possible guaranteed order total. Borderfree allows us to serve the best possible shopping experience to our international customers, so you can always buy from Helzberg Diamonds with confidence.

Are there any additional costs that will be due upon receipt of my order?
The order total presented at checkout is the exact amount you'll be billed by Borderfree, and there will be no additional costs due upon delivery.

What currrencies does Borderfree support?
Currently, Borderfree supports billing in over 60 global currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.

What payment options does Borderfree support?
Currently, Borderfree supports Visa, MasterCard American Express, and China UnionPay, with additional payment options coming soon.

I live in the United States. Can I use Borderfree to ship an order internationally but pay in US dollars (USD)?
Yes, Borderfree supports international gift giving! You can receive a guaranteed order total for an order that is shipping internationally, but pay in USD using a US credit card. This also works if you're an American citizen traveling or living abroad.

Can I use my Helzberg Diamonds Credit Card on an international shipment?
You cannot make an international purchase with your Helzberg Diamonds Credit Card at this time.

What are my international shipping options?
The following are tentative delivery promises for our international orders. You will be provided an approximate delivery time during checkout that is based on your selected destination country for the items in your shopping bag.

CountryShipping Promise
Canada1-12 business days
United Kingdom2-6 business days
Australia3-7 business days
Ireland2-10 business days
Mexico2-6 business days
Central America and the Caribbean2-7 business days
South America2-8 business days
Europe2-8 business days
Japan2-8 business days
Hong Kong2-8 business days
Singapore3-8 business days
Asia-Pacific2-7 business days
South Asia3-7 business days
Africa and the Middle East2-10 business days
Iceland3-6 business days

How much does international shipping cost?
International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Borderfree international checkout based on the items you are purchasing and your shipping destination.

When will I be charged?
Your credit card will be charged by Borderfree at the time your items leave the Borderfree distribution center in the United States.

How much duty and taxes are charged on international orders?
Duties (or customs tariffs) are set by the destination country customs authorities. Duties (or customs tariffs) are determined based on a combination of the country of origin of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree international checkout.

Are there any items that cannot ship to my country because they are restricted?
If for some reason there are any items that cannot be exported from the United States or imported into your destination country selection, you will be notified during your shopping experience. You will not be able to checkout with any items that are restricted based on your chosen shipping destination.

Do you ship to US military addresses (APO/FPO)?
Orders shipping to US military addresses should go through our domestic checkout, as they are not subject to the same costs as our other international orders. To do this, you should shop as if shipping to an address within the United States.

How can I track my international order?
You will receive email notifications regarding the status of your order. Please follow the links provide via email for order tracking.

What will my credit card statement say?
Your credit card will be billed by Borderfree and your credit card statement will read "*BF*HelzbergDiamonds" where BF denotes the Borderfree network.

Who should I contact if I have questions relating to my order after I have made a purchase?

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Can I cancel my international order?
Unfortunately, Helzberg Diamonds cannot 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.

Can I purchase or redeem international gift cards?
Unfortunately, we do not support the sale of gift cards to international customers or the redemption of gift cards online.

What is your return policy for international orders?
If, for any reason, you decide to return or exchange your purchase, Helzberg Diamonds offers a 60-day return period on international orders (30 days for unworn watches, in like-new condition) with some restrictions including those noted below. Contact us and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded. Refund amounts for returned items will be credited to you by our partner Borderfree in the same currency and using the same exchange rate as your original order.

  • All sales of pre-owned merchandise, personalized/engraved jewelry and special orders are final (sizing not included).
  • We cannot be responsible for jewelry handled inappropriately outside of our services.

What is your return policy?

Part of our commitment to a hassle-free shopping experience includes a FREE, simple return and exchange privilege for domestic orders. If, for any reason, you decide to return or exchange your purchase, you have 60 days (*30 days for unworn watches, in like-new condition).

  • All sales of pre-owned merchandise, personalized/engraved jewelry and special orders are final (sizing not included).
  • We cannot be responsible for jewelry handled inappropriately outside of our services.
  • Shipping charges are non-refundable.


If there is no Helzberg Diamonds store located near you, or you decide you want to return your purchase using FedEx, we will gladly arrange to have your purchase picked up by FedEx- at no cost to you. Just call 1-800-HELZBERG (1-800-435-9237) for instructions.

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

In store

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

Outlet Locations

Jewelry exchanges and returns may be made within 30 days of purchase providing merchandise is in unaltered, as purchased condition. Watch exchanges and returns may be made within 30 days of purchase; if unworn (refer to Watch Assurance Plan). Returns/exchanges for product purchased at a HELZBERG DIAMONDS OUTLET location will only be accepted at OUTLET locations.

Can I return an item I purchased online and shipped internationally?
International orders are not eligible for free returns. If, for any reason, you decide to return or exchange your purchase, Helzberg Diamonds offers a 60-day return period on international orders (30 days for unworn watches, in like-new condition) with some restrictions including those noted below. Contact us and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded. Refund amounts for returned items will be credited to you by our partner Borderfree in the same currency and using the same exchange rate as your original order.

  • All sales of pre-owned merchandise, personalized/engraved jewelry and special orders are final (sizing not included).
  • We cannot be responsible for jewelry handled inappropriately outside of our services.

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. *Excludes international orders.

Can I return an item I purchased in a store location online?
All purchases made in one of our store locations must be returned to the nearest store location.

Can I return an item I purchased in an OUTLET location at another Helzberg Diamonds location?
Exchanges/Returns for product purchased at a HELZBERG DIAMONDS OUTLET location will only be accepted at OUTLET locations.

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.

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Need your order fast or want to keep it hush-hush?
Order online and pick it up at your closest Helzberg store for FREE.

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It’s simple: Look for items with the Pick Up In-Store option and choose your preferred location. Once you receive an email confirming your order is ready, go to your chosen store and we will have your order waiting for you. That’s all there is to it!

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 contact us 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.

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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.

Can my ring be sized at a local Helzberg Diamonds store?
Helzberg Diamonds can alter the size of nearly any ring you purchase. The charge for ring sizing varies according to the specific piece you've purchased.

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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 additional styles, metal colors, stone options, and more to choose from -- so if you don't see what you're looking for online, we encourage you to contact us or visit a store.

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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 is 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, but 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.

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.

How do I apply for a Helzberg Diamonds card or other financing options?
We want to help you make your Helzberg Diamond purchase. If you are interested in learning more about the Helzberg Diamond Credit Card and the other financing options we offer, we are here to help!

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If you're interested in learning about our Gold Purchase Program, we can help.

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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, contact us.

Who do I contact if I forget my password to access my Helzberg Diamonds Credit Card account?

You can write us at:
Capital One
P.O. Box 30258
Salt Lake City, UT 84130-0258

Manage Account

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Can you help me learn about the jewelry I’m interested in purchasing?
Of course! Whether you’re searching for an engagement ring or buying a special gift, check out our education section online. If you want to speak with one of our jewelry experts, contact our customer service team or visit your local store.

Education

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