Policy

At Ouros Jewels, we are committed to delivering your jewelry securely and efficiently. Our policies are designed to protect your valuable purchase from the moment it leaves our facility.

Order Processing Time:

All items are either Made-to-Order or Ready-to-Ship. See the Ship by Date on the product detail page. All orders ship after the order is processed, your jewelry is manufactured (if applicable), and your items prepared for shipment. See the Order Processing Timelines for more details.

Physical Address Required:

We ship exclusively to a physical home or business address. We DO NOT deliver to P.O. Box addresses.

Shipped Insured:

All orders are shipped insured, at no cost to you.

Delivery Attempts:

The carrier will typically make up to three attempts to deliver your package. If all attempts are unsuccessful, the package will be held at a designated access point, and we will contact you to arrange collection. Please note that if the package is not collected within the specified timeframe, Ouros Jewels will not be responsible for any loss or misplacement. If the item is safely returned to us, we will first communicate with you via email or phone, and then proceed with reshipping with additional cost.

External Delays:

We are not responsible for shipping delays caused by factors outside of our control, such as inclement weather, carrier delays, or providing an incorrect address.

Made-to-Order Items (Handcrafted Just for You):

The majority of our jewelry is Made-to-Order, which allows our artisans to handcraft your perfect piece. This process takes approximately 2-4 weeks before shipping. See the product detail page for the expected Ship by Date.

Estimated Delivery:

The ‘Ship by Date’ is provided on the product page. Most orders are shipped on or before this date; however, minor delays may occur due to final quality inspections.

Customs, Duties & Taxes:

International shipments may be subject to customs duties, import taxes, and other applicable charges imposed by the destination country. All such fees are the sole responsibility of the recipient and are not included in the product or shipping charges.

Shipping:

Once completed, your item will be shipped via insured Aramex, FedEx, Uni Uni or UPS services. Signature required on delivery - upon request only (where available)

Tracking:

You will receive an email confirmation with tracking number as soon as your order is shipped and get tracking details from shipper.

Customs Processing:

Please allow up to 4-6 days for your order to be released by local customs, as this is subject to the laws of your country.

Delivery Notes:

Once a package is marked as “Delivered” by the official tracking system, it is considered successfully delivered. If you have not received your parcel despite this status, please contact us immediately. While we will assist in resolving the issue, Ouros Jewels is not liable for claims once delivery is confirmed. We recommend checking with neighbours’, your local courier, or the nearest courier office.

Verification Purpose:

Once you receive your order, we kindly request that you record a continuous unboxing video while opening the package and share it with us along with your experience. This helps us verify the condition of your order upon arrival and allows us to quickly investigate and resolve any issues, such as missing, damaged, or incorrect items. Providing an unboxing video helps us process shipping related claims more efficiently.

Need Assistance?

For any shipping-related queries or upgrades, please contact us:
📧 Email: contact@ourosjewels.com
📞 Phone: +1 (551) 274-2892
💬 WhatsApp: +1 (512) 736-7766

Ouros Jewels processes each order with care and precision. This policy defines the conditions under which cancellations may be accepted.

Listed or Ready-to-Ship Orders:

Orders may be cancelled within 24 hours of placement, subject to a 6% transaction fee.
Cancellations requested after 24 hours are subject to review based on the current processing or fulfilment stage. Any applicable charges, including cancellation or restocking fees, will be communicated prior to approval.

Custom & Personalized Orders:

Orders that are custom made, personalized, or modified (including engraving, sizing, or design changes) are non-cancellable once processing has begun.

Production Stage Orders:

Once an order enters production or material allocation, cancellation eligibility is limited and may involve deductions based on work completed and resources allocated.

Need Assistance?
For cancellation requests or assistance:
📧contact@ourosjewels.com
📞 Phone:+1 (551) 274-2892
📧 WhatsApp:+1 (512) 736-7766

Ouros Jewels ensures strict quality control for every piece prior to dispatch. This policy defines the conditions under which returns may be accepted and processed.

Eligibility

Returns are accepted within 30 days of delivery only for:
Verified manufacturing defects.
Significant deviation from approved specifications.
Approved cases following internal review.
All returns require prior written approval from Ouros Jewels.

Non-Returnable Items:

Returns are not accepted for:
Custom, personalized, or engraved products
Non-catalogue or made-to-order items
Promotional or 15% + discounted purchases
Requests beyond the 30 day period
Unauthorized return shipments

Return Authorization:

All return requests must be initiated at contact@ourosjewels.com with complete order details and reason for return. Shipments sent without prior approval will not be accepted.

Post-Approval & Expectation-Based Returns:

Orders approved at design or production stage are final as per approved specifications.

Returns due to change of preference or expectation mismatch, despite meeting approved details, are not eligible under standard return policy and may be accepted only at discretion, subject to inspection, restocking, or production-stage charges.

Inspection & Refunds:

All returned items are subject to a detailed quality inspection. Items showing signs of wear, damage, or alteration may be rejected or adjusted accordingly. Refunds, if approved, are processed after inspection and any applicable deductions.

Post-Return Service:

After the 30-day return window, repair and maintenance services are available on a chargeable basis, subject to evaluation and feasibility.

Unauthorized Returns:

Ouros Jewels is not responsible for any shipments sent without prior approval. Such returns may be refused without notice.

Verification Purpose:

For any claim related to damaged, missing, or incorrect items, we strongly recommend sharing a complete, continuous unboxing video. This helps us investigate the issue promptly and provide a faster resolve.

Need Assistance?

For assistance, please reach out to our support team:
📧 contact@ourosjewels.com
📞 Phone: +1 (551) 274-2892
💬 WhatsApp: +1 (512) 736-7766

REFUND POLICY

Refunds are administered in alignment with approved returns and cancellations, in accordance with Ouros Jewels’ governing policies.

1. Authorization:

All refund requests are subject to comprehensive review, verification, and formal authorization by Ouros Jewels. This process includes validation of the return eligibility, assessment of product condition, and confirmation that the request complies with all applicable policies. Refunds shall be processed solely upon successful evaluation and formal approval.

2. Mode of Refund:

Approved refunds shall be remitted solely to the original method of payment used at the time of purchase. Ouros Jewels does not support refunds to alternate accounts, payment methods, or third parties, ensuring secure and traceable transactions.

3. Processing Timeline:

Refunds are initiated upon authorization; however, the credited amount may take approximately 2–5 working days to reflect in the customer’s account. The actual timeline may vary depending on the respective financial institution, payment gateway, or card issuer, and is beyond the direct control of Ouros Jewels once processed.

4. Applicable Deductions:

Where applicable, Ouros Jewels reserves the right to apply reasonable deductions prior to processing the refund. Such deductions may include, but are not limited to, transactional fees, restocking charges, and production or material costs, depending on the nature and stage of the order. Any applicable deductions will be determined based on policy compliance and case evaluation.

5. Ineligible Cases:

Refunds shall not be applicable in cases deemed non-compliant, ineligible, or unauthorized under Ouros Jewels’ governing policies. This includes, but is not limited to, cases involving unauthorized returns, products that do not meet return conditions, requests submitted outside the defined eligibility period, or items that fall under non-returnable categories.

Need Assistance?
For further assistance:
📧contact@ourosjewels.com
📞 Phone:+1 (551) 274-2892
📧 WhatsApp:+1 (512) 736-7766

EU Returns, Refunds & Right of Withdrawal Policy

Last Updated: [20/08/2026]

This policy applies to customers located in the European Union who purchase products from Ouros Jewels.

We want customers to understand their cancellation, return, and refund rights before placing an order. Different rules may apply depending on whether the jewelry is a standard ready-made product or has been customised, personalised, engraved, resized, or made specifically for the customer.

1. EU 14-Day Right of Withdrawal

For eligible standard and non-personalised products purchased online, EU customers may withdraw from their purchase within 14 days of receiving the product, without providing a reason.

To exercise this right, the customer must notify us within the 14-day withdrawal period.

This right applies only to products that are eligible for withdrawal under applicable EU consumer law.

Customer need to Share unboxing video.

2. Products Eligible for the 14-Day Withdrawal Right

The 14-day withdrawal right may apply to products such as:

• Ready-made jewelry that has not been personalised or made specifically for the customer
• Standard jewelry designs sold in their existing specifications
• Pre-set diamond jewelry sold in standard configurations
• Loose diamonds sold in standard grades or sizes without customer-specific modification

The product must be returned according to the return instructions provided by our customer service team.

3. Custom, Personalised & Made-to-Order Products

The EU right of withdrawal does not apply to products made according to the customer’s specifications or clearly personalised.

This includes, but is not limited to:

• Rings made or modified to a customer-selected size
• Engraved jewelry
• Jewelry containing names, initials, dates, messages, or other personalised details
• Bespoke or one-of-a-kind jewelry
• Custom-designed jewelry
• Made-to-order jewelry produced according to customer requirements
• Jewelry manufactured according to specific customer measurements
• Pieces created around a specific diamond or gemstone selected by the customer
• Other products created or modified specifically according to the customer’s instructions

These products are considered custom or personalised and therefore cannot be returned or cancelled under the EU 14-day right of withdrawal unless the product is faulty or otherwise subject to mandatory consumer rights.

EU Custom Product Exemption

Custom, personalised, or made-to-order items, including rings made to specific sizes, engraved pieces, or bespoke designs, are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU and cannot be returned under the withdrawal right unless faulty.

4. Customer Acknowledgment for Custom Orders

Before purchasing a custom, personalised, engraved, resized, bespoke, or made-to-order product, customers should review the product specifications carefully.

Where applicable, customers may be required to acknowledge before completing their purchase that:

“I understand that this product is custom, personalised, resized, engraved, or made to my specifications and is therefore not eligible for the EU 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU.”

Customers are responsible for checking all submitted specifications, including ring size, engraving, selected diamond or gemstone, measurements, design requirements, and other customisation details before confirming the order.

5. How to Exercise the Right of Withdrawal

For an eligible product, customers must contact us within 14 days from the date the product is received.

Please provide:

• Customer name
• Order number
• Product details
• Date the product was received
• A clear statement that you wish to withdraw from the purchase

Contact:

Email:  contact@ourosjewels.com

Our customer service team will provide the applicable return instructions.

6. Returning Eligible Products

After notifying us of your withdrawal, the product must be returned according to the return instructions provided by our customer service team.

Customers should return products securely packaged and should retain proof of shipment.

Return Shipping: customer pays the return shipping cost.

Any applicable return conditions and instructions will be communicated before the return is shipped.

7. Refunds

For an eligible withdrawal, the applicable refund will be processed in accordance with EU consumer requirements after the withdrawal and return requirements have been satisfied.

Refunds will normally be made using the original payment method unless otherwise agreed.

The applicable refund processing timeline and any legally permitted deductions should be communicated to the customer as required.

8. Faulty or Incorrect Products

The custom-product withdrawal exemption does not remove any mandatory rights customers may have when a product is faulty, defective, damaged, or incorrectly supplied.

If you receive a faulty, damaged, or incorrect product, contact us promptly at contact@ourosjewels.com with:

• Order number
• Description of the issue
• Photographs or other supporting information, where applicable

Our team will review the issue and provide the appropriate resolution.

9. Order Specifications and Records

For custom and made-to-order purchases, we may retain records of the specifications confirmed by the customer, including:

• Ring size
• Selected diamond or gemstone
• Engraving details
• Measurements
• Design specifications
• Customisation requests
• Relevant customer communications

These records help confirm the specifications under which the custom product was produced.

10. Important Notice Before Purchase

Please review the product description carefully before placing your order.

Products marked as:

“Custom,” “Personalised,” “Made to Order,” “Bespoke,” “Engraved,” or similar

may not qualify for the EU 14-day right of withdrawal where they are made according to your specifications or clearly personalised.

By completing an applicable custom order, you confirm that you have reviewed and approved the product specifications.

11. Contact Us

For questions regarding EU withdrawals, returns, custom orders, or refunds, please contact:

Email: contact@ourosjewels.comRETURN POLICY