Frequently Asked Questions

General

Q: Can you access my information to see what was purchased when?
A:

Yes. Please email your full name, phone number, and account number to customerservice@charmdiamondcentres.com. If an item(s) were purchased after 01/01/2008, we may be able to locate your information in our systems.

Q: I have a question regarding my Charm Diamond Centres Credit Card, whom do I contact?
A:

For any inquiries regarding your Charm account, please call TD Bank at 1-866-728-4531

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

The safest method for cleaning all jewellery is a mild detergent (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.

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

We carry the same styles for at least two (2) years.

Appraisal

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

Unfortunately no, Charm Diamond Centres 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.  It can take up to three (3) weeks for the jewellery to come to the office, be appraised, and then returned to you.

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:

Based on current inventory, It can take two (2) to four (4) weeks for your item to be shipped. You will receive a shipping confirmation email once your package 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 Charm Diamond Centres online account. Please login at www.charmdiamondcentres.com/user

Returns Policy

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

Purchased made on charmdiamondcentres.com site 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 8:30am -5pm AST). A customer service agent will validate your purchase and qualification for return.

How to package your return:

  • Include your receipt and 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
Charm Ltd.
140 Portland St
Dartmouth, NS
B2Y 1J1

For returns made through charmdiamondcentres.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 charmdiamondcentres.com site 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 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.

Warranty

Q: What is your Lifetime Extended Service Plan
A:

Charm 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.

Charm 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 Charm Diamond Centres.

For this service plan to remain valid, authorized Charm Diamond Centres 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 labor 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, Charm Diamond Centres.

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: What is Your Lifetime Diamond Guarantee
A:

At Charm Diamond Centres, 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 Protection
If, at any time, your original diamond becomes chipped or lost from its original setting, Charm Diamond Centres will replace it FREE of any charge to you. Presentation of the validated certificated is required.

Your Guarantee of Value
Charm Diamond Centres will happily accept your Charm Diamond Centres 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 Service
Charm Diamond Centres will gladly clean and inspect your jewellery purchase at any of its associate stores as often as you like. These inspections must be carried out and recorded at least one every six months to keep your guarantee valid.

90 Day Exchange Policy
Your diamond purchase may be exchanged toward any diamond ring of equivalent of greater value at any time up to ninety days from the date of purchase.

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

Permanently Registered
Your diamond purchase is registered and a full record is kept for future reference. Appraisal Service by a qualified gemologist is offered to assist you in establishing the insurable value of your purchase again loss of theft. We recommend that you insure your jewellery against these circumstances. 

Mounting Guarantee
Charm Diamond Centres 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, Charm Diamond Centres 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 manufacturers warranty, but you are able to go into your nearest Charm Diamond Centres 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.