FAQS

PRODUCT INFORMATION

Why are your prices so affordable?

Our jewelry is manufactured in-house in the USA and sold directly online, allowing us to eliminate traditional retail markups and middlemen. Because we create most pieces to order and operate with minimal overhead, we are able to offer exceptional pricing. Please note that order fulfillment may require up to ten business days.

Production & Shipping FAQ / When will my order ship?

We offer a mix of ready-to-ship items and made-to-order pieces, so shipping times can vary depending on what you order.

  • In-stock items ship quickly.

  • Made-to-order items require production time before shipping.

  • Specialty or complex pieces may take a little longer due to the level of craftsmanship involved.

Estimated production times are listed on each product page.

What does “production time” mean?

Production time is the time needed to create, prepare, or finish your item before it ships.

Many of our products are made individually rather than mass-produced, which allows us to maintain quality and attention to detail. 

Why do some items take longer than others?

Some designs are more detailed, customized, or labor-intensive to create. Certain materials or finishing processes also require additional time to ensure the final product meets our standards.

We’d rather take a little extra time to make it right than rush something out the door.

Do you have items that ship quickly?

Yes! We offer a selection of in-stock items that are ready to ship quickly. These products will typically have faster processing times listed on the product page.

Can I order in-stock and made-to-order items together?

Absolutely. If your order contains both, your items may ship together once everything is ready, unless separate shipping is requested.

If you need part of your order sooner, contact us and we’ll do our best to help.

Will I receive tracking information?

Yes. As soon as your order ships, you’ll receive tracking information by email.

Can production times change?

During busy seasons or high order volume, production times may occasionally be extended. If anything significantly affects your order timeline, we’ll keep you updated. 

Are your items made to order?

Yes. Most of our jewelry is handcrafted and made to order specifically for each customer.

Is the listed carat weight for earrings per earring or for the pair?

The total carat weight listed represents both earrings combined.

Who determines your advertised diamond ratings?

Our experienced in-house diamond team grades all stones to the best of their professional ability. However, grading may vary between jewelers and laboratories. Unless otherwise specified with an accompanying gemological laboratory certificate, ratings are not guaranteed.

How can I be sure the diamonds are real?

All diamonds sold by Pompeii3.com are genuine. Every diamond is inspected and appraised by a certified gemologist and appraiser.

Are your diamonds natural or lab-grown?

We offer both natural and lab-grown diamonds depending on the product listing. Please review the product page specifications carefully before purchasing.

Do your diamonds come with certification?

Select diamonds include certification from recognized gemological laboratories such as IGI. Any listing with “Certified” in the title will normally include an IGI certificate. Certification details will be listed on the product page when applicable.

What metals do you use?

We offer jewelry in solid gold, platinum, sterling silver, and other precious metals depending on the item.

Will white gold jewelry require maintenance?

Yes. White gold jewelry may naturally require periodic rhodium replating over time to maintain its bright white appearance.

Will my product look exactly like the item shown online?

Our products are designed to closely resemble the images shown on the product page. Because each item is handcrafted using genuine materials, slight variations in stone quality, gram weight, diamond specifications, chain type, sizing, metal type, stone placement, or finish may occur.

What if I cannot find what I am looking for on your website?

We can custom create most jewelry designs. You may work directly with one of our professional designers to create a one-of-a-kind piece through our Truly Custom process.

Can I choose a different center stone?

In many cases, yes. Please contact our support team to discuss custom center stone options and availability.

PURCHASING ONLINE

Is it safe to purchase jewelry online?

Yes. Pompeii3.com uses DigiCert Secure Socket Layer (SSL) encryption technology to protect your personal information. Payments are securely processed through Authorize.net and PayPal, both of which offer buyer and seller protection.

Is mailing jewelry safe?

Yes. All packages are fully insured, and orders over $500 require a signature upon delivery. Packages are shipped only to the confirmed address on the order, and we remain responsible for the package until it has been signed for.

Why does my card show a charge if my order did not go through?

Pending charges may appear if the checkout process was interrupted or if the transaction failed during address verification. In many cases, your bank temporarily places a hold on authorized funds even if the transaction is declined. These pending authorizations typically disappear automatically once they expire.

ORDER STATUS & PRODUCTION

How can I check the status of my order?

Once your order has been placed, you will receive email updates throughout the production and shipping process. Tracking information will be sent once your package ships, and you can track your order here: https://www.pompeii3.com/order-status-tracker/

Can I cancel or modify my order?

Orders may be canceled or modified within 24 hours of placement. After 24 hours, orders enter production and can no longer be canceled or changed, including shipping address modifications due to insurance requirements. If you no longer want the item after delivery, you may return it for a refund according to our return policy. Shipping charges are nonrefundable.

Can I change my ring size after placing my order?

If your order has not yet entered production, we may be able to adjust the size. Once production begins, modifications may no longer be possible.

RETURNS & EXCHANGES

Can I return my jewelry?

Yes. We accept returns within 30 days of delivery for items in original, unworn condition. Buyers are responsible for return shipping costs as well as our $15.50 return handling fee for service or exchange orders.

Can I exchange my item for something more expensive?

Yes. We do not process direct exchanges. If your order has not yet shipped, we can issue store credit for the original item and assist you in placing a new order for the replacement item.

Please note:

  • Exchanges and upgrades are accepted only within 30 days of purchase.
  • Exchanges and upgrades are nonrefundable.
  • Returned exchange or upgrade orders may be subject to a 20% restocking fee.

Are custom or engraved items returnable?

No. Custom-made, personalized, engraved, or modified items are final sale and cannot be returned or exchanged.

How long does it take to receive a refund?

Refunds typically post within seven to ten business days after processing, depending on your financial institution.

How will I be refunded?

Refunds can only be issued to the original payment method used at checkout. If the original card has expired, been lost, or was replaced, additional processing time of up to three to six months may be required to prevent chargeback fraud.

Can I return an item after the return window has expired?

No. We offer a 30-day return policy from the date of delivery to ensure all returned merchandise remains in new and unworn condition.

What is your return policy?

Customer satisfaction is our top priority. We offer easy returns within 30 days along with a 100% satisfaction guarantee. Returns may be initiated by submitting our online return form. Items must be returned in original, unaltered condition with all packaging and materials included. Custom items are nonreturnable.

RESIZING, REPAIRS & WARRANTIES

What warranty do you offer?

We provide a six-month warranty covering:

  • Ring sizing
  • Cleaning
  • Inspection
  • Repairs
  • Diamond loss under 1/5 carat

Extended Two-Year, Three-Year, and Five-Year warranty plans are also available at the time of purchase. Pricing is based on the item’s sale price.

What is not covered under warranty?

The warranty does not cover forceful damage, abuse, lost or stolen items, loss of center stones, or repairs performed by another jeweler.

Do you offer ring resizing?

Yes. We offer complimentary ring resizing for up to 180 days from the date of delivery. You can start the process here: https://support.pompeii3.com/

What if I do not know my ring size?

We recommend visiting a local jeweler for professional sizing prior to ordering. You may also contact our support team for sizing guidance before purchase.

Are all rings resizable?

Most rings can be resized; however, certain styles such as eternity bands, alternative metals, or heavily detailed designs may have resizing limitations.

Does resizing affect all ring designs?

Some ring styles may have resizing limitations due to the design or stone placement.

Do you offer repair services?

Yes, we service only merchandise purchased from Pompeii3.com.

How long do repairs take?

Repairs generally require approximately 10–15 business days before shipment, depending on the services needed.

JEWELRY CARE

How should I clean my jewelry?

We recommend cleaning jewelry with warm water, mild soap, and a soft brush. Avoid harsh chemicals and ultrasonic cleaners unless approved for your specific piece.

Can I wear my jewelry every day?

Yes, but we recommend removing jewelry before exercising, swimming, showering, sleeping, or performing heavy manual labor to help prevent damage.

APPRAISALS & INSURANCE

Can I add an appraisal to my order?

Yes. Insurance appraisal certificates are available for purchase and may be added before checkout.

How do I know the appraisal is authentic?

All appraisals are completed by our on-site appraiser and include authenticity confirmation and full retail replacement value for insurance purposes. They are recognized by all major American insurance companies.

What if I forgot to add an appraisal to my order?

If your order has already been placed, please contact us at [email protected] to request an appraisal.

Should I insure my purchase?

Yes. We strongly recommend insuring all jewelry purchases. Pompeii3.com is not responsible for lost or stolen merchandise once delivery has been signed for.

PAYMENT & SHIPPING

What payment methods do you accept?

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

Do you offer financing?

Yes. Financing options are available during checkout for qualified customers.

Why was my financing application declined?

Financing approvals are determined directly by the financing provider based on their own approval criteria.

What sales tax applies to my order?

Orders shipped to Illinois addresses are subject to 8% sales tax. Other states may be taxed according to current online sales tax nexus laws.

Why is there a handling time before shipment?

Most items are handcrafted and made to order, which allows us to maintain lower prices while ensuring quality craftsmanship. Please review each product page for estimated processing times.

Do you ship internationally?

Yes. International shipping rates apply. Customers are responsible for any VAT, customs duties, or import taxes collected by their local postal service or customs office upon delivery.

When will my order ship?

Estimated processing times are listed on each product page. Because many items are made to order, handling times may vary.

Can I receive my order faster?

Yes. Rush orders may be available. Please contact us at [email protected] for availability and pricing. Additional rush fees may apply.

Can I track my order?

Yes. Tracking information will be emailed once your package leaves our facility.

Do you offer shipping insurance?

Yes. All shipments are fully insured.

What happens if my package is lost or stolen?

All packages are fully insured while in transit. Once the package has been marked as delivered and signed for, responsibility transfers to the customer.

Do you require a signature for delivery?

Yes. Orders over $500 require a signature upon delivery for security and insurance purposes.

Can you ship to PO Boxes?

Certain high-value items may not be eligible for PO Box delivery due to shipping insurance restrictions. Eligible orders may be shipped using USPS.

Do you ship to APO or AE addresses?

Yes. APO and AE shipments are sent via USPS with insurance. Delivery times may be longer than standard estimates.

What happens if my package is delayed?

Delivery carriers may occasionally experience delays due to weather, holidays, or high shipping volume. We appreciate your patience and will assist with carrier-related issues whenever possible.

What shipping options do you offer?

We offer free shipping on all U.S. orders with no minimum purchase requirement. Expedited and international shipping options are also available.

BUSINESS HOURS & CONTACT INFORMATION

What are your business hours?

Our hours of operation are:

  • Monday–Thursday: 9:00 AM – 5:00 PM CST
  • Friday: 9:00 AM – 3:00 PM CST

We are closed on weekends and national holidays.

Where are you located?

Pompeii3.com operates online only and does not maintain a traditional retail storefront. Our headquarters is located in Illinois.

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

Every order includes a complimentary gift box. Customers may also browse gifts by category or price range and use our wishlist feature for inspiration. No, our packages do not say “jewelry” or anything jewelry related on them, making for the perfect gift!

I’m interested in creating a custom ring but need guidance. Can you help?

Absolutely. Our custom ring builder allows you to design a unique engagement ring using a wide selection of stones and settings. Diamonds can be filtered by carat, cut, color, clarity, treatment, and price to help you find the perfect match.

We also encourage customers to explore our jewelry education resources or contact our expert team with any questions.

Do you offer virtual assistance for custom designs?

At this time, our custom virtual services are temporarily unavailable; however, our customer support team is happy to assist with product information through email.

How quickly will customer service respond?

Our team typically responds within 1–2 business days, though response times may increase during holidays or promotional periods.

I did not find the answer to my question. How can I contact you?

You may contact our team during normal business hours at:

You may also send us a message directly through our website for fast assistance.