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Frequently Asked Questions

General

Q: How do I contact Ben Moss customer service?
A:

We’d love to hear from you. You can send us your questions or comments online or call our customer service team toll free at 1-888-332-4276 ext 154, available Monday to Friday between 8:30am and 5:00pm AST.

Q: How do I find a store near me?
A:

Find your nearest Ben Moss store with our store locator.

Q: How do I book an appointment at one of your stores?
A:

We’re currently offering appointments with our Certified Diamontologists by phone, email, video or in store to help you shop however you feel comfortable. Book your appointment today.

Q: Can I buy a gift card?
A:

Yes. Gift cards in the value of your choice are available for purchase in any of our stores, and are available for online purchase between $50 and $1000. Please note gift cards can only be redeemed in store.

Q: Can you access my customer history to see when an item was purchased?
A:

If an item was purchased after January 1, 2017, we may be able to locate your information in our systems. Please email your full name, phone number and account number to service@benmoss.com for help.

Q: I’m interested in working with Ben Moss. Are you hiring?
A:

If you’re a dynamic and outgoing person who is passionate about jewellery, we’d love to meet you! See our current job openings here.

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

We carry the same styles for at least 2 years.

Shipping Policy

Q: Which countries do we ship to?
A:

We currently ship only within Canada.

Q: How much is shipping?
A:

All orders over $99 CAD qualify for free nationwide shipping. A $20 non-refundable standard shipping cost applies to all orders under $99.

Q: How long do online orders take to arrive?
A:

At the time an order is placed an expected shipping date range is provided. Please note that on orders with multiple items, the order will ship by the item(s) with the latest shipping date. 

Orders placed on the weekend or on a holiday will begin to process the next business day.

If we are experiencing a high volume of orders, shipments may be delayed, and processing time will be longer. 

Due to the lasting effect the COVID-19 pandemic has had on international supply chains and freight forwarding, we are experiencing processing and shipping delays.

The “in-transit” times for orders are usually between 3-10 business days. Please note that service interruptions can affect the in-transit timeframe and Ben Moss is not responsible for any delays.

Q: How long do online special, backordered and custom orders take to arrive?
A:

These special pieces are made just for you! Family Jewellery orders typically take 4-6 weeks to be shipped from our warehouse. If you purchased an item that is back-ordered you will be contacted by our fulfillment department via email with an expected shipping date.

Q: How do I track my online order?
A:

Once your order has been shipped, you will receive an email from Ben Moss containing your tracking number. You can track your package here http://www.canadapost.ca (please allow up to 24 hours processing.) Your tracking number can also be found on the Order Status page on your account profile by logging in here https://www.benmoss.com/user.

 

If, for any reason, you are not 100 percent 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.

Returns Policy

Q: What’s our return & exchange policy?
A:

We want you to love your Ben Moss purchase, so if you’re not totally satisfied, you may return an item for a full refund within 30 days of purchase, with a few exceptions (see below). Returns must be in their original condition with all documentation and no signs of wear or damage.

 

Click here to read our diamond-specific exchange and refund policy, as part of our Lifetime Diamond Guarantee.

Q: Which products are final sale/non-refundable?
A:

A few items are final sale and don’t qualify for our 30-day return policy, including:

  • All items discounted by 33% or more
  • Class rings
  • Special ordered watches
  • Items engraved with personalized information
  • Any other custom-designed merchandise
  • Any item that has been modified, resized or is not in resale condition
Q: Are returns free?
A:

In-store returns are free of charge. If you’re mailing a return to our warehouse, you’ll need to cover the cost of shipping.

Q: How do I return an item?
A:

For your convenience, we offer two ways to return an item:

Return to Store

You can return your online purchase in its original condition, with all packaging and documentation to your local Ben Moss store within 30 days of delivery.

 

Return to Warehouse

Purchases made online can be returned to the warehouse. You may return your online purchase back to our warehouse in its original condition and packaging with appropriate original documentation within 30 days of the date of purchase or shipment. Items discounted 33% or more are FINAL SALE. We recommend you obtain a tracking number for your return package to track and confirm when it has arrived at our warehouse. Once your return is received your refund will be processed and will take 3-5 business days to be reflected on your credit statement.

 

How to package your return

  • Include your receipt and packing slip
  • Circle items your are returning
  • Pack items as received, with all receipts, warranties and appraisal cards inside the courier box
  • Attend a Canada Post location to send your return back to our warehouse (obtain a tracking number for your records)

 

Ship item to:

C/o Customer Service
PO Box 1176 Stn M
Dartmouth, NS
B2Y 4B8

Q: When will I receive my refund?
A:

Your refund will be processed within 3-5 business days of arriving at our warehouse.

Q: Other questions about your order, shipping or returns?
A:

We’re here to help! Our customer service agents are available to chat online or by phone at 1-888-332-4276 ext. 154 from Monday to Friday, 8:30am to 5:00pm AST.

Warranty

Q: What is the Lifetime Extended Service Plan?
A:

Ben Moss offers you peace of mind protection on your purchase with our Lifetime Extended Service Plan, covering all necessary repairs of your jewellery for a lifetime with no charge including:

●      Ring sizing (up to 3 sizes)

●      Any prong or mounting

●      Re-tipping of prongs

●      Stone tightening

●      Refinishing

●      Polishing

●      Cleaning and inspecting

●      Earring repair

●      Damaged earring backs

Q: Which purchases qualify for the Lifetime Extended Service Plan?
A:

The Lifetime Extended Service Plan may be purchased to cover any karat gold, gemstone or diamond jewellery within 60 days of the original purchase. For the service plan to remain valid, authorized Ben Moss craftspeople must perform all work and repairs.

Q: How much does the Lifetime Extended Service Plan cost?
A:

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

Q: What does the Lifetime Extended Service Plan not cover?
A:

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. As a repair plan, all decisions regarding repair or replacement will be the sole right of Ben Moss.

Q: What is a Lifetime Diamond Guarantee?
A:

We want you to enjoy the beauty of your diamond purchase for a lifetime. That’s why we offer the finest in diamond coverage with your diamond purchase.

 

Your Guarantee of Protection

If, at any time, your original diamond becomes chipped or lost from its original setting, we will replace it free of charge with a validated certificated.

 

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 of $499 or more. Your next diamond purchase must be at least twice the price paid for the original diamond. This guarantee is also known as our Lifetime Trade-up Policy.

 

Your Guarantee of Service

We will gladly clean and inspect your jewellery purchase at any of our associate stores as often as you like. These inspections must be carried out and recorded at least once every six months to keep your guarantee valid.

 

90 Day Exchange Policy

Your diamond purchase may be exchanged toward any diamond ring of equivalent or greater value up to 90 days from the date of purchase.

 

30 Day Refund Policy

Your money will be refunded up to 30 days from the date of purchase if you are not completely satisfied with your purchase. 

 

Permanently Registered

Your diamond purchase is registered, with a full record kept for future reference. Appraisal service by a qualified gemologist is offered to help you establish the insurable value of your purchase against loss or theft. We recommend that you insure your jewellery against these circumstances. 

 

Mounting Guarantee

Ben Moss guarantees your original mounting to be free of all manufacturer defects in workmanship for one year. If any manufacturer defects should arise within one year from the date of purchase, we 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: 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 manufacturer’s warranty, but you are welcome to visit your nearest Ben Moss location to discuss purchasing a warranty option that is right for you. Be sure to print your order information to prove your purchase and take it into the store with you.

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.  We had issued past customers a new free Lifetime Diamond Guarantee, after inspection of  jewellery in our stores and with Proof of Purchase. This was offered for Ben Moss purchases prior to July 2016. This offer was made available until March 31st, 2017.

Q: I’m a previous Ben Moss customer. There isn’t a Ben Moss store in my area - where can I go?
A:

We can help you. 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.

Appraisal

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 stores and let the staff know that you would like to have your jewellery appraised. They will send it to our head office in Dartmouth, Nova Scotia where we have an accredited appraiser on site. It can take up to 6 weeks for the jewellery to come to the office, be appraised, and then be returned to you.

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

Your first appraisal is $89.99 and then $84.99 for any additional pieces.

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

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

Online Order

Q: Why can’t I choose above size 8 when ordering a ring online?
A:

Resizing a ring depends on the structure of each individual ring, and sizes above 8 can take longer to complete than other online orders—between 8 and 12 weeks. If you’d like to order a ring online but need a size not listed in the drop-down menu, please visit us in store and we would be happy to discuss special order options with you.

Q: When will my online order ship?
A:

At the time an order is placed an expected shipping date range is provided. Please note that on orders with multiple items, the order will ship by the item(s) with the latest shipping date. 

Orders placed on the weekend or on a holiday will begin to process the next business day.

If we are experiencing a high volume of orders, shipments may be delayed, and processing time will be longer. 

Due to the lasting effect the COVID-19 pandemic has had on international supply chains and freight forwarding, we are experiencing processing and shipping delays.

The “in-transit” times for orders are usually between 3-10 business days. Please note that service interruptions can affect the in-transit timeframe and Ben Moss is not responsible for any delays.

Q: Where is my order confirmation number?
A:

Your confirmation number will be included in the confirmation email you’ll receive shortly after placing your order. You can also log into your account to see all order details, including order status.

Q: How does Ben Moss keep my information safe when I order online?
A:

We provide the best available security measures to provide peace of mind when using your credit card. Here’s how we ensure safe and secure online payments:

Purchase Confirmation

Your order will be processed once we confirm the item is available to ship within our shipping policy. For security purposes, your billing name, address and phone number must be a perfect match to your credit card billing statement. We reserve the right to cancel any order that does not match these criteria.

 

Verified by Visa & MasterCard SecureCode

Security technology authenticates your card and ensures that only the authorized cardholder is placing the order. If your credit card supports this security technology, you will be prompted to enter your password to complete your purchase.

 

Ben Moss Privacy Policy

Our policy ensures that your personal and credit information will never be sold, lent or rented. All information is collected with your consent and will never appear on any mailing list, unless requested. For more information on how we collect, use and store your personal information, please visit our Privacy Policy.

 

For more information on online orders, please visit Shipping & Returns.

Flexible Payments

Q: Does Ben Moss offer layaway options?
A:

Yes, we offer a fantastic layaway option, at 20% down and six months to pay off your purchase. Please note these layaway options are only available for in store purchases.

Q: What is the Ben Moss FlexitiCard Credit Card?
A:

Flexiti is our Canadian financing partner, and our Ben Moss FlexitiCard Credit Card offers a simple, instant and more affordable way to make your purchase. Here’s how:

 

Flexible Payment Plans
Choose from a variety of flexible payment plans and interest options, including no interest promos.

 

Quick and Easy
Flexiti is 100% paperless, which means no paperwork, scanning, signing or mailing. Plus, get approved in less than 3 minutes.

 

High Acceptance Rates
Flexiti's credit policy is designed to generate high approval rates.

 

Manage Your Payments Conveniently
Make payments quickly and easily using your own online banking account.

 

Apply online for a Ben Moss FlexitiCard Credit Card. For any inquiries regarding your card, please call Flexiti at 1-877-259-3754.

Custom Jewellery

Q: What custom jewellery options does Ben Moss offer?
A:

Family Rings & Necklaces

Create your perfect family ring or necklace with our online family jewellery builder. Choose your base, metal type, ring size, number of stones and see the total price instantly.

 

All Other Custom Jewellery Requests

If you have an idea for a custom jewellery piece, send us all the details through our custom order request form. We’ll do our very best to accommodate your special request.

Q: How long do custom orders take to arrive?
A:

Custom and family jewellery orders typically take between 4 and 6 weeks to arrive. Unfortunately, due to COVID-19 delays, we’re currently unable to guarantee a delivery date.

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 closed most of its stores. The Ben Moss name was acquired in January 2017 by another Canadian jeweller, Charm Diamond Centres.

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. We invite you to visit the store and a Sales Associate will be happy to assist 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 records or 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.