Cara A.
A Great Experience until It's Not
I have bought several items from Ouros. Although the time from purchase to arrival can be a little longer, I have generally had a good experience .... until .... I had purchased a ring with several small diamonds. Wearing the ring one time, and a stone fell out. After notifying Ouros immediately, I had to repeatedly remind them about the fix. I agreed for them to send me a stone and I would have a local jeweler fix. With other purchases, I have been satisfied .... until the last straw: I purchased 2 threader earrings (a pair). Purchase arrived fairly late, which was likely due to changes made during the assembly process and issues there. I received the threader earrings, and neither would "unthread" so that I could wear either one. One clicked as I turned it and the other was stuck fast and couldn't be turned. I notified Ouros, who suggested a local jeweler fix them. No. These were defective upon arrival, and Ouros would either fix them or return them. Returning them became not an option (Dunno why). I received a return label that was valid for a very short time and then expired. I contacted Ouros and asked for another return label. I contacted them NUMEROUS times to get a return label for them to repair. FINALLY got a return label and got them back to Ouros. After waiting for over a month for a repair, I received an email showing how the earrings were "repaired", which was basically someone holding each earring and waiving them back and forth. I was told to approve and they would return to me. I did not approve, wanting a video demonstrating that the earrings were actually able to unthread and be used. I received no video. I reached out to Ouros today. I was told that the earrings were on their way back to me with tracking info to be sent soon. Okay, so, seriously, when Ouros is good, it's very good. But if you receive something that is not right with your order, you will be wishing you had never ordered from them. Oh, and did I mention that, since it takes about 6-8 weeks (42+ days) for an order that you are likely out of their return window upon receipt??? My advice: receive package from delivery and make them wait while you open the package. If there's a problem, don't accept package.
Response from Ouros JewelsJan 24, 2026
Thank you for sharing your experience with us. We truly appreciate that you have purchased multiple items from Ouros, and we are very sorry for the trouble you faced with your recent orders. We sincerely apologize for the issue with the ring stone and the threaded earrings. This is not the experience we want for our customers. There were delays from our side, and we understand how frustrating this was for you. Regarding the threaded earrings, we want to confirm that they have now been properly repaired by our team. The threading has been fully checked, and the earrings are being sent back to you. The tracking details will already be shared with you. As our jewelry is handmade, some orders, especially custom or modified ones, can take more time. However, quality and customer satisfaction are very important to us, and we are working to improve our quality checks and response time. We truly regret this experience and appreciate your patience. Your feedback helps us improve, and we remain available if you need any further assistance after receiving your order. Thank you for your understanding.