Shipping Policy

Last updated: October 2026

Order Preparation

All jewellery displayed on susanamartins.com is made to order by default. Selected pieces may occasionally be available in stock and ready to ship.

Made-to-order pieces require approximately 15 to 20 business days for production, unless a different timeframe is stated on the product page or confirmed by our team.

Production begins after the 24-hour cancellation period has ended, payment has been received and any required sizing, engraving or personalisation details have been approved.

For pieces available in stock, our team will confirm the dispatch arrangements.

Production and delivery times are separate.

Complimentary Worldwide Shipping

We offer complimentary worldwide shipping via DHL Express, including all applicable import duties and taxes. There are no additional shipping, import duty or tax charges payable upon delivery.

Local deliveries within Dubai and the UAE may be arranged through a local courier, depending on the delivery service required.

Delivery to certain destinations may be temporarily unavailable due to courier restrictions or local conditions. If we cannot ship to your destination, our team will contact you to arrange an appropriate solution.

Estimated Delivery Times

Once your order has been dispatched, delivery normally takes:

• Dubai: Same-day delivery, when available and confirmed by our team.
• Within the UAE: Approximately 1 to 2 business days.
• International destinations: Approximately 3 to 4 business days via DHL Express.

These estimates do not include production time. For made-to-order jewellery, please allow approximately 15 to 20 business days for production, followed by the applicable delivery time.

Business days exclude weekends and public holidays applicable to our studio and the delivery destination.

Shipping Confirmation and Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number, where available.

For DHL Express shipments, you can follow your delivery using the tracking details provided.

Please ensure that your email address and telephone number are correct so that our team and the courier can contact you about your delivery.

Delivery Details

Please provide a complete and accurate delivery address, including any apartment, unit or building details and a contact telephone number.

If you notice an error in your delivery details, contact us as soon as possible. Address changes are subject to confirmation and may not be possible once an order has been dispatched.

The courier may require a signature or other delivery verification. Please ensure that you or an authorised recipient is available to receive your order.

If delivery cannot be completed, our team or the courier will contact you to arrange the next steps.

Delivery Delays

Production and delivery times are estimates. Public holidays, customs clearance, courier disruptions, regional conflict, temporary airspace closures or other circumstances outside our reasonable control may cause delays.

If we become aware of a significant delay affecting your order, our team will contact you with an update.

If you require your jewellery by a specific date, please contact us before placing your order so that we can confirm whether your requested timeframe is achievable.

Damaged or Missing Deliveries

If your parcel arrives visibly damaged, or if you believe your order has been lost in transit, please contact us promptly with your order number and any relevant photographs.

Please retain the packaging while we investigate with the courier. Our team will assist you and arrange an appropriate solution.

Contact Us

For shipping enquiries or assistance with your delivery, please contact us.

Susana Martins Jewellery
Operated by SMJ Design Studio LLC

Phone & WhatsApp: +971 56 858 5222
Email: info@susanamartins.com
Location: Dubai, United Arab Emirates
Trade Licence Number: 2008731.01
Tax Registration Number (TRN): AE100550424400003

© 2026 SMJ Design Studio LLC. All rights reserved.