Frequently Asked Questions

Acquisition

Q: What happened to Ben Moss?
A:

Ben Moss Jewellers was one of Canada’s first independent and family-owned fine jewellery store companies. It ultimately suffered from external forces that left it financially vulnerable in recent years and a wholesaler acquired the chain in 2013. The company filed for creditor protection in May 2016, and it has since closed most of its stores. The Ben Moss name was acquired in January 2017 by another Canadian jeweller, Charm Diamonds Centres. 

Read press release here.

Q: I’m in a city where Ben Moss did not reopen, but there is a Charm Diamond Centres. Can you help me?
A:

Yes, for those customers who are in markets where a Ben Moss did not reopen, our sister store Charm Diamond Centres would be pleased to help you. 

With Proof of Purchase, and upon inspection of jewellery, we can issue a Charm Diamond Lifetime Diamond Guarantee for $49.99. We can also issue a Charm Diamonds Extended Service Plan at a discount of 25% off the regular plan price. This is for jewellery purchased at Ben Moss prior to July 2016 and this offer expires March 31st, 2017. 

We invite you to visit the store and a Sales Associate will be happy to review the benefits of both plans with you.

Q: I lost my receipt; do you have my old transactions on file?
A:

No, when Ben Moss reopened, only the trademark name and some displays were acquired. A new computer system was installed so we have no transaction on files prior to January 2, 2017. 

Q: What Proof of Purchase do I need to show?
A:

Proof of Purchase can be your receipt, your old Ben Moss Warranty or even your Certificate of Authenticity on a Canadian Diamond.   

Warranty

Q: I purchased a Warranty with Ben Moss before they went out of business. Is my Warranty now valid?
A:

No, your previous Ben Moss Warranty is no longer valid.  However, if you are in a market where a Ben Moss has re-opened, we will issue you a new free Lifetime Diamond Guarantee, after inspection of your jewellery and with Proof of Purchase. The Lifetime Diamond Guarantee covers the lifetime and loss of your diamond, as long as you have it inspected every 6 months. These are for Ben Moss purchases prior to July 2016. This offer is valid until March 31st, 2017.

For additional protection of your jewellery, we are also offering our Extended Service Plan (ESP) to displaced Ben Moss customers at a discounted rate of 25% off the regular price. These are for purchases prior to July 2016 and this offer expires March 31st, 2017.

We invite you to visit the store and a Sales Associate will be happy to review the benefits of both plans with you.

Q: I’m a previous Ben Moss customer. There isn’t a Ben Moss store in my area – how do I get my guaranty and extended service plan?
A:

We can help you. Please contact us at service@benmoss.com or call us toll-free at 1-855-236-3266

Q: What is your Lifetime Diamond Guarantee?
A:

At Ben Moss, we want you to enjoy the dazzling beauty of your diamond purchase for a lifetime. That is why we offer you the finest in diamond coverage with your diamond purchase – our Lifetime Diamond Guarantee.

Your Guarantee of Value
Ben Moss will happily accept your Ben Moss bridal set, diamond solitaire ring, solitaire diamond earrings, solitaire diamond pendant, diamond trinity or diamond anniversary ring towards your new purchase of a regular priced diamond. Your next diamond purchase must be at least twice the price paid for the original diamond. Presentation of this validated certificated is required. This guarantee is also known as our Lifetime Trade-up Policy.

Your Guarantee of Protection
If, at any time your original diamond becomes chipped or lost from its original setting, Ben Moss will replace it FREE of any charge to you. Presentation of this validated certificated is required.

Mounting Guarantee
Ben Moss Jewellers guarantees your original mounting to be free of all manufacturers defects in workmanship for one year. If any manufacturers defects should arise within one year from the date of purchase, Ben Moss Jewellers will repair your mount free of charge. This limited lifetime warranty does not cover theft, mysterious disappearances, loss or damage other than normal wear.

Q: What is your Lifetime Extended Service Plan? (ESP)
A:

Ben Moss offers you peace of mind protection on your valued purchase. This service plan will cover all necessary repairs (list below) of your jewellery for a lifetime.

Ben Moss offers this added protection for your fine jewellery. The Lifetime Extended service plan may be purchased to cover any karat gold, gemstone, or diamond jewellery within 60 days of the original purchase at Ben Moss.

For this service plan to remain valid, authorized Ben Moss Jewellers craftsmen must perform all workmanship, repairs and custom.

This plan covers the following repairs and services at no charge:

  • Ring sizing (up to 2 sizes)
  • Any prong or mounting
  • Re-tipping of prongs
  • Stone tightening
  • Refinishing
  • Polishing
  • Cleaning and inspecting
  • Earring repair
  • Damaged earring backs
  • Spring rings / clasps on gold chains & bracelets
  • Chain & bracelet smoldering
  • Pearl restringing

We will furnish labour and parts necessary to maintain the merchandise in a useable and wearable condition, provided such service is necessitated by merchandise wear during normal usage of the merchandise under conditions for which it was designed. This service plan is a “repair” plan and all decisions regarding repair or replacement will be the sole right of the service provider, Ben Moss Jewellers.

Our Lifetime Extended Service Plan does not cover loss or theft, excessive abuse or neglect, improper treatment or damage caused by accidents, fire or acts of God. Original receipt must be attached to verify merchandise covered and purchase of plan. This plan is non transferable.

The cost of the Lifetime Extended Service Plan is based on the amount of your jewellery purchase.

Q: Do family rings come with any kind of warranty? If not, how can I get one?
A:

Our family rings do not come with any manufacturers warranty, but you are able to go into your nearest Ben Moss location to discuss purchasing a warranty option that is right for you. Just be sure to print your order information to prove your purchase and take it into the store with you.

General

Q: What is the safest way to clean my ring?
A:

The safest method for cleaning all jewellery is a mild detergent or soap and water. An extra soft toothbrush may also help clean out hard to reach areas. Ultrasonic cleaners, extreme temperatures, and household cleaners may damage some gemstones and metal plating due to the large variety of gemstones and manufacturing processes used today. You can bring your Ben Moss jewellery to any one of our Ben Moss locations for complimentary cleaning.

Q: How long do you sell the same pieces of jewellery for?
A:

We carry the same styles for at least two (2) years or while supplies last.

Appraisal

Q: Do you purchase loose diamonds after an appraisal?
A:

Unfortunately no, Ben Moss Jewellers only purchases diamonds from our own distributors.

Q: What is the process of getting an appraisal done?
A:

To request an appraisal, please bring your jewellery item(s) into one of our store locations and let the staff know that you would like to have your jewellery appraised. They will send it to head office in Dartmouth, Nova Scotia, where we have an accredited appraiser on site. The appraisal process can take up to three (3) weeks.

Q: What is the fee to get an appraisal?
A:

The first appraisal is $64.99 and $59.99 for any additional pieces.

Online Order

Q: I want to order a ring online, but I need a size 10. The ring only goes up to size 8 in the drop bar. Can this be done?
A:

Changing a ring size depends on the structure of the ring itself. Please contact customer service for more details. Resizing a ring to a size not listed on the dropdown menu can take anywhere from 8-12 weeks to complete.

Q: I ordered my item – when will it be shipped?
A:

It can take two (2) to four (4) weeks for you’re item to be shipped based on current inventory. You will receive a shipping confirmation once it has left the warehouse.

Q: Where is my confirmation number?
A:

You can find your confirmation number in the confirmation email you received after you placed your order. Please log into your account to see full order details.

Q: What is the status of my order?
A:

You can view the status of your order within your Ben Moss online account. Please login at www.benmoss.com/user

Returns Policy

Q: How do I return an item I purchased online?
A:

Purchased made at benmoss.com MUST be returned to the warehouse. To arrange a return please contact a customer service agent at 1-888-332-4276 ext 154 (Monday to Friday 9am -4:30pm AST). A customer service agent will validate your purchase and qualification for return.

How to package your return:

Include your receipt as packing slip.

Circle items your are returning.

Contact FedEx or Canada Post for parcel pick-up. Completely fill out the courier-shipping label.

Pack items as received, with all receipts, warranties and appraisal cards inside the courier box.

Ship item to:

C/o Customer Service
CJ Ltd.
140 Portland St
Dartmouth, NS
B2Y 1J1

For returns made through benmoss.com, we will email confirmation when your item has been received at the warehouse and that your refund will be processed within 3-4 business days.

Q: I purchased an item online, can I return it in store?
A:

Purchased made on benmoss.com MUST be returned to the warehouse. To arrange a return please contact a customer service agent at 1 855 236 3266 ext 154 (Monday to Friday 8:30am -5pm AST). A customer service agent will validate your purchase and qualification for return.

Q: What is the return policy?
A:

If for any reason you are not 100% satisfied with your purchase, you may return the item in its original condition and packaging with appropriate original documentation within 30 days of the date of purchase or shipment. We do not offer returns on items discounted 33% or more.

Q: I put a ring on layaway and no longer want it. How do I go about cancelling? Do I get a refund?
A:

Contact the store that you placed the item on layaway to cancel. If you put the item on layaway more than three (3) months ago we will not be able to grant you a full refund. Instead, you will be offered a store credit.