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FAQS

Welcome to Pompeii3! You can find answers to some of your most frequently asked questions below.

PRODUCT INFORMATION

Why are your prices so affordable?

They are bought in bulk, sold online, and the company has little overhead. We manufacture our own handcrafted diamond jewelry right here in the US and have eliminated all middlemen. All of our pieces are made to order, which is why the prices are so low and order fulfillment requires up to ten business days.

Is the weight listed for the earrings for the pair or each earring?

The total carat weight listed is for the pair (both earrings).

Who grades or determines your advertised ratings?

Our expert in-house diamond team grades the stones to the best of their knowledge and assumes no liability to other opinions with respect to ratings. We do not guarantee any of the ratings unless the item accompanies a gemological laboratory certificate, which would be specified on the product page. Grading may vary with different jewelers.

PURCHASING ONLINE

Is it safe to buy diamonds and jewelry over the internet?

Yes. Pompeii3.com uses Digicert, secure socket layer (SSL), data technology to ensure your personal information is protected when processing orders. All of the payments are processed through Authorized.net or Paypal and offer buyer/seller protection. For more information, please review our privacy policy.

Is mailing jewelry safe?

Yes. We insure all packages and require a signature upon delivery. All packages are to be directly delivered to the confirmed address on each order. We take full responsibility for the package and its contents until it has been signed for.

How can I be assured the diamonds are real?

All of our diamonds are real and genuine. Every diamond is inspected and appraised by a certified gemologist and appraiser.

Why does my card show I was charged if the order did not go through?

If your bank statement is showing duplicate pending transactions for a single purchase, it’s possible that you accidentally hit the “Refresh” or “Back” button during the checkout process.

If your statement is showing a pending transaction for a failed purchase, it’s possible that, as your card was processing, an address verification issue caused your card to be declined. When this occurs, you should see the following message:

"Declined (Authorization with the card issuer was successful but the transaction was declined due to an address or ZIP code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface.)"

We haven’t received these funds because the transaction failed. Often, your bank will “hold” the funds for a declined transaction if it was authorized prior to being declined. They will continue to hold the funds until the authorization expires.

What if I can't find something I am looking for on your site?

We can custom make most jewelry. In fact, you can work with one of our professional designers to create your own one-of-a-kind engagement ring! Please contact us at (847) 367-7022 or email support@pompeii3.com for more information.

RETURNS/EXCHANGES

I want to cancel or change my order.

We do not offer cancellations once an order has been placed. Addresses also cannot be modified for insurance purposes. If you no longer need the item when it arrives, you can still return it for a full refund by submitting for a return here. Postage is nonrefundable.

Can I return the Jewelry?

Yes. We want each customer to be fully satisfied. We will email a return form upon request within 30 days of arrival. Please see our return policy for more information. Please note, buyers are responsible for a $14.50 return shipping and handling fee for service or exchange orders.

I want to exchange my item for something more expensive, what do I do?

Please send the merchandise back within 30 days of the purchase date, and our billing department will send an invoice within 24 to 48 business hours arrival.

Exchanges and upgrades are only accepted within 30 days of the original purchase date. Exchanges and upgrades are nonrefundable or may be subject to a 20% restocking fee if returned.

How long does it take for a refund to show on my account?

A refund takes seven to ten business days to post to most accounts.

How will I be refunded?

We can only refund the original payment used. If your card has expired or been lost/stolen, we require three to six months to ensure no charge backs are filed.

Can I return something after the allotted return time has expired?

No. We offer a limited 30-day return policy upon receipt of the merchandise. This is to ensure each item is in new and unworn condition.

RESIZING AND REPAIRS/SERVICES

What is your warranty?

We offer a six-month warranty on all items. This warranty covers: sizing, cleaning, inspection, repairs, and diamond loss under 1/5 of a carat. For an additional $65, this warranty can be extended to five years. It can be renewed every five years for life. The warranty must be purchased initially at the time of sale. Any services performed by another jeweler will void the warranty.

Can you help with resizing the rings I purchased?

Yes. We offer free ring sizing for up to 180 days from the date of delivery. Please contact us at (847) 367-7022 or email support@pompeii3.com for resizing instructions.

Do you offer repair services?

We will only service merchandise purchased at Pompeii3.com.

How long do repairs normally take?

Repairs can take three to ten business days before shipping, depending on what service(s) is required for your merchandise.

APPRAISALS/INSURANCE

Can you help me with an appraisal?

Yes. An insurance appraisal certificate is available for $25. Please select this as an upgrade before adding the item to your shopping cart.

How do I know if the appraisal is authentic?

We have an appraiser on-site. The appraisal upgrade option will confirm authenticity and full retail replacement value. The appraisal is for insurance purposes and recognized by all American insurance companies.

What if I didn't get an appraisal with my order?

To get an appraisal with your order, please select the appraisal option on the product page prior to ordering. If you have already placed the order and still want an appraisal, please contact us at (847) 367-7022 or email support@pompeii3.com.

Should I insure my purchase?

Yes. We recommend all items be insured. Contact your local insurance agency for information. Pompeii3.com is not responsible for lost and/or stolen merchandise once the package has been signed for.

PAYMENT AND SHIPPING

What are my payment options?

We accept all major credit cards, Paypal, Amazon Pay, and financing.

What is the sales tax?

A sales tax of 7% will be charged on all orders with an Illinois shipping address.

Why is there a handling time?

Pompeii3.com is a direct manufacturer and makes most items to order, which is why the handling time is a bit longer. We promise it is worth the wait! :) Please review the product page to confirm the handling time.

Do you ship internationally?

Yes. International shipping rates apply. Please see our shipping information for rates and transit time. Please note, international customers will pay a vat/customs duty upon arrival. This is not included in the checkout price and will be collected by your post office at the time of delivery.

When will my order ship?

Please review the product page to see the specified processing time. Most items are made to order, which is why our prices are so low but pieces require a handling time.

Can I receive an item faster than the specified shipping time?

Yes. Rush orders are welcome. Please call (847) 367-7022 or email support@pompeii3.com to inquire. Rush service fees may apply.

Can I track my order?

Yes. We will email a tracking number once the package leaves the warehouse so you can track your order online.

Do you offer shipping insurance?

All of our packages are fully insured.

Do you deliver to APO and AE addresses?

Yes. All packages will be shipped with insurance via US mail to APO and AE addresses. Delivery to these locations may take longer than specified on the product page.

BUSINESS HOURS

What are your business hours?

We are open Monday through Thursday 9:00 am to 5:00 pm and Friday 9:00 am to 3:00 pm. We are closed on Saturdays, Sundays, and national holidays.

Where are you located?

We do not have a brick and mortar location, which allows us to offer our entire inventory at an incredible price. However, our company headquarters are located in Vernon Hills, Illinois.

What are your hours of operation?

We are open Monday through Thursday from 9:00 AM to 5:00 PM, and on Friday from 9:00 AM to 3:00 PM, Central Standard Time. We are closed on weekends and national holidays.

What is your return policy?

Customer satisfaction is our top priority, and we’re dedicated to ensuring that you have a positive experience. We offer easy, hassle-free returns within 30 days, along with a 100% satisfaction guarantee. Returns can be initiated by simply filling out and submitting our online return form. Items must be returned in their original condition, unaltered, and with all the original packaging and materials included. Please be advised that we, unfortunately, cannot offer returns on custom items. For a complete list of our policies and additional information, please review our return policy here.

What shipping options do you offer?

We are pleased to offer free shipping on all orders within the United States, with no order minimums. We also offer expedited shipping options for faster arrivals, as well as an array of fast and convenient international shipping options. For a full list of our USPS options and policies, please refer to our shipping page.

I’m giving a gift. What options do you offer?

If you’re shopping for a diamond gift at Pompeii3, you’ve come to the perfect place. Each order comes with a free, beautiful deluxe gift box. We also offer the option to search for gifts by category or price range. For those who are looking for a bit of extra inspiration, we recommend taking advantage of our custom wishlist feature as well.

I’m interested in creating a custom ring, but am not sure what type of style I’m looking for. Is there a way I can learn more about my options?

Of course! We’re dedicated to providing the best education for our customers, as well as a number of custom ring options. Our custom ring builder feature allows you to create your own one-of-a-kind design from our incredible collection of unique stones and bands. Each diamond is organized by carat, cut, color, clarity, treatment, and price, so that you can find exactly what you’re looking for.

For more information about the history, valuation, and various styles of diamonds and band materials, we encourage you to visit our jewelry education page, or contact our expert staff with any additional questions.

I didn’t find the answer to my question on this page. How can I get in touch?

You can reach our team anytime during normal business hours at (847) 367-7022, or via email at support@pompeii3.com. For fast, personal service, you can also click here to send us a message through our site.

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