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    Our Response to COVID-19

    TO OUR HELZBERG DIAMONDS FAMILY

    Out of love and concern for our customers, our associates and their families, and based on the latest news from the Federal Government and CDC guidelines, we've made the decision to temporarily close our Helzberg Diamonds store locations until further notice—effective through Tuesday, March 31st. We will reassess and provide updates based on the information available at that time.

    We will remain open for business online and are willing to offer some much-needed distraction on our social media channels. Now, more than ever, we want you to know that you are loved! We are here and would love to hear from you.

    This decision is one we make with heavy hearts. We understand the impact a closure can have on our associates, which is why we will continue to care for them with pay and benefits over the next two weeks.

    On behalf of everyone here at Helzberg Diamonds, I wish you good health and high spirits as we navigate this time of uncertainty together.

    Warmest regards,

    Beryl Raff
    Chairwoman & CEO, Helzberg Diamonds


    COVID-19 RESPONSE: FREQUENTLY ASKED QUESTIONS

    Why did you close your store locations?

    Out of love and concern for our customers, our associates and their families, we have temporarily closed all stores. Currently, our plan is to re-open stores beginning April 1.

    When will your stores re-open?

    Currently, our plan is to re-open stores beginning April 1. We will continue to monitor the situation and follow guidance from the CDC and local, state and federal health officials.

    I’m due to have my 6-month jewelry inspection. What will happen to my Life Time Care Plan if I can’t make it in?

    We are waiving jewelry inspections during this time. Once the concerns subside and our stores re-open, customers can come in for their normal inspections with no risk of their warranty lapsing.

    What is the status of my jewelry that I dropped off to be repaired?

    Please be assured your jewelry is safe. Once the concerns subside and our stores re-open, we’ll reach out to customers to let them know when their jewelry is ready for pickup. We know this is an inconvenience, but it’s important to keep everyone safe.

    My store ordered my jewelry. What will happen with it?

    We are experiencing some shipping delays because of disruptions related to our country’s response to COVID-19. We are continuing to process and ship orders as soon as possible. If a store closing impacts your order, it will be ready for shipping or pick up when our stores re-open. We will update customers by email with any changes to order status.

    My online order hasn’t arrived yet. When will I get it?

    We are experiencing some shipping delays because of disruptions related to our country’s response to COVID-19. We are continuing to process and ship orders as soon as possible. If a store closing impacts your order, it will be ready for shipping or pick up when our stores re-open. We will update customers by email with any changes to order status.

    I’m not seeing the product I want anymore, or it shows out of stock, will you be getting more in?

    COVID-19 is having an impact across the world. Because of this, some products may become unavailable or delayed. Please check back frequently. As the risks subside, inventory will be replenished.

    How do I make a layaway payment?

    Layaway payment requirements are suspended until our stores re-open. Once concerns subside, and our stores re-open you can come in to make a payment without any risk of losing your layaway item.

    Can the store be opened to mail my item to me?

    Unfortunately, this is not an option. We are following guidance from the CDC and local, state and federal health officials around social distancing to help in the prevention of spreading COVID-19. The safety and well-being of our customers and associates is our top priority.

    I need to make a return. What happens if it’s past the return privilege date when the stores re-open?

    The return privilege will be extended by as many days as our stores are temporarily closed.

    What if my questions aren’t answered here?

    For other questions, our Customer Care team is available via chat or by calling 1-800-435-9237 Monday through Friday 8am to 8pm CST, Saturday 10am to 4pm CST and Sunday 12pm to 6pm CST.