Website Terms and Conditions

Last updated: October 2026

1. About Us

Susana Martins is a fine jewellery brand operated by SMJ Design Studio LLC, a company registered with Sharjah Media City Free Zone Authority, United Arab Emirates.

SMJ Design Studio LLC owns and operates susanamartins.com and is the legal entity responsible for sales, orders, payments and contracts entered into through the Website.

In these Terms:

• “We,” “us” and “our” refer to SMJ Design Studio LLC.
• “Susana Martins” refers to the brand.
• “Website” refers to susanamartins.com and its online store, content and associated services.
• “You” and “customer” refer to anyone accessing the Website, purchasing our products or using our services.

2. Acceptance of These Terms

These Terms, together with our Privacy Policy, Shipping Policy, Returns, Refunds & Exchanges Policy and any specific written agreement relating to your order, govern your use of the Website and purchases made through it.

By placing an order, you agree to the terms and policies presented to you at the time of purchase.

Nothing in these Terms excludes or limits your mandatory rights under applicable consumer-protection law.

3. Eligibility to Purchase

To place an order, you must:

• Be at least 18 years old and have the legal capacity to enter into a contract.
• Provide accurate and complete contact, billing and delivery information.
• Be authorised to use the selected payment method.
• Comply with applicable laws and regulations.

If you act on behalf of another person or business, you must have their authority and provide relevant details when reasonably requested.

You must not use a false identity, submit misleading information or use funds obtained through unlawful activity.

4. Product Information

We make reasonable efforts to describe and display our jewellery accurately.

Please note that:

• Colours may appear differently depending on your screen and display settings.
• Photographs, videos, illustrations and renders may not show the jewellery at its actual size.
• Dimensions, gold weights, diamond weights and gemstone weights may be approximate where stated.
• Gold and gemstone weights may vary according to ring size and the final specifications of the piece.
• Natural gemstones, diamonds, pearls and other materials may vary in colour, texture, inclusions and appearance.
• Handmade and hand-finished jewellery may have minor variations between pieces.

These variations do not, by themselves, constitute a defect, provided the jewellery conforms to its description and agreed specifications.

Any material characteristic, treatment or laboratory-grown origin will be identified in the relevant product description or written specifications where applicable.

Product availability may change. We may update or discontinue products, but this does not remove our obligations relating to orders already accepted.

5. Prices, Currency and Taxes

Prices are displayed on the relevant product page or provided in a written quotation.

The currency and total amount payable will be shown at checkout or in your agreed quotation. Prices displayed in another currency for browsing purposes may differ from the final checkout amount.

Your bank or payment provider may apply currency-conversion charges or other fees. These charges are determined by that provider.

Applicable UAE VAT will be identified at checkout or on your invoice, as required.

Prices may change before an order is placed. A price change will not affect an order already accepted.

If an obvious pricing or technical error affects your order, we will contact you before proceeding. You may accept the corrected price or cancel the affected order and receive a refund of any payment collected for it.

6. Payment

Available payment methods are displayed at checkout or confirmed in your written quotation.

Third-party payment and instalment services are subject to the provider’s approval requirements and separate terms.

We do not accept cash or cheque payments. This includes cash on delivery, in-person cash payments and cash deposits into our bank account.

Payment must be made using an authorised payment method. We may request verification where the payer differs from the customer or where a transaction raises a reasonable security or compliance concern.

Unless a separate payment schedule has been agreed in writing, full payment is required before an order proceeds to production or dispatch.

Card payments are processed through our payment-service providers. We do not ordinarily receive or store complete payment-card details.

7. Orders and the 24-Hour Cancellation Period

After placing an order, you should receive an automatic email acknowledging receipt.

You have 24 hours from the time you place your order to request cancellation if you have made a mistake or changed your mind.

Your cancellation request must reach us by email or WhatsApp within that period and include your order number.

If your request is received within the 24-hour period, we will cancel the order and refund the payment collected.

After the 24-hour period has ended, your order is automatically confirmed, provided payment has been successfully received and we have not notified you that the order has been declined or remains subject to an unresolved availability or verification issue.

A separate confirmation email is not required for your order to become confirmed. Any confirmation email sent during the first 24 hours does not shorten your cancellation period.

After the 24-hour period, orders cannot be cancelled for a change of mind, except where required by applicable law or expressly agreed by us in writing.

Production will not begin during the 24-hour cancellation period.

If we cannot fulfil your order because of availability, payment, delivery restrictions or another legitimate issue, we will contact you. If we cancel an order for which payment has been collected, we will refund that payment, subject to any restrictions imposed by law.

8. Made-to-Order Jewellery

All jewellery displayed on the Website is made to order by default. Selected pieces may occasionally be available in stock.

Made-to-order pieces require approximately 15 to 20 business days for production, unless another timeframe is stated on the product page or agreed in writing.

Production begins after:

• The 24-hour cancellation period has ended.
• The required payment has been received.
• Any necessary sizing, engraving or personalisation details have been approved.
• Any required verification has been completed.

Production and delivery times are separate.

Requests to change an order after confirmation are subject to our written approval, technical feasibility, additional costs and revised production times.

Made-to-order pieces are not eligible for change-of-mind returns or exchanges after the cancellation period. Your statutory rights relating to faulty or incorrectly supplied goods remain unaffected.

9. Bespoke and Personalised Orders

Bespoke commissions, engraved pieces, resized jewellery and other personalised orders may require a written quotation, design approval and an agreed payment schedule.

Please review all specifications carefully before approving them, including dimensions, ring size, materials, gemstones and engraving.

Any separate bespoke agreement presented to and accepted by you will form part of your contract. Where it expressly sets different cancellation, deposit or production terms, those terms will apply to that commission, subject to applicable law.

Changes requested after design approval or the start of production may incur additional costs and require a revised delivery date.

Bespoke, personalised, engraved and resized pieces are not eligible for change-of-mind returns or exchanges, except where expressly agreed in writing. This does not affect your rights where a piece is faulty or does not conform to the agreed specifications.

10. Customer-Owned Jewellery and Materials

Any repair, assessment or other service involving customer-owned jewellery or materials must be agreed separately in writing.

You must be the lawful owner or have documented authority from the owner to instruct us.

We may request identification, proof of ownership, certificates or other relevant documentation before accepting an item.

You must disclose any known damage, treatments, previous repairs or other material information.

Existing jewellery and gemstones may contain hidden weaknesses that become apparent during assessment or work. If we identify an issue that affects the agreed service, we will contact you before undertaking additional work or incurring additional charges.

The scope of work, handling arrangements, charges and any relevant insurance terms will be confirmed separately.

11. Shipping and Delivery

We offer complimentary worldwide shipping via DHL Express, including applicable import duties and taxes assessed through the shipping and customs arrangements made by us.

Local deliveries within Dubai and the UAE may be arranged through a local courier.

Once dispatched, estimated delivery times are:

• Dubai: Same-day delivery, when available and confirmed.
• Within the UAE: Approximately 1 business day.
• International destinations: Approximately 3 to 4 business days.

These estimates exclude production time.

Delivery may be affected by customs clearance, public holidays, courier disruptions, regional conflict, airspace closures or other circumstances outside our reasonable control.

You must provide a complete and accurate delivery address and a telephone number. The courier may require a signature or identification upon delivery.

Address changes after dispatch may not be possible and require our approval.

If a delivery is delayed, damaged or missing, please contact us so that we can investigate and arrange an appropriate solution. The courier’s terms do not override your mandatory consumer rights.

Further details are provided in our Shipping Policy.

12. International Orders

Some destinations may be subject to import restrictions, courier limitations or legal requirements.

We may be unable to deliver to a country, address or recipient where doing so would breach applicable law, sanctions or delivery restrictions.

Our coverage of import duties and taxes applies to the delivery arrangements made by us. Any additional charge arising from a customer-requested change, incorrect delivery information or other exceptional circumstance will be discussed with you before we ask you to pay it.

If a courier requests an unexpected duty or tax payment for a shipment arranged by us, please contact us before paying.

13. Returns, Refunds and Exchanges

We do not accept returns for refunds due to a change of mind after the 24-hour cancellation period.

Eligible ready-to-ship pieces may be exchanged if you contact us within 2 calendar days of receiving your order.

To qualify, the jewellery must be:

• Unworn, unused and undamaged.
• Free from scratches, marks or other signs of wear.
• Returned with its original packaging, certificates, tags and security seals, where supplied.

All exchanges require our prior written approval and are subject to inspection.

An approved piece may be exchanged for another piece of the same value or a higher-value piece, with payment of the difference. If you select a lower-value piece, we do not refund the price difference.

The following are not eligible for change-of-mind exchanges:

• Made-to-order or bespoke jewellery.
• Pieces made or altered to a requested size.
• Personalised or engraved pieces.
• Pieces incorporating customer-owned materials under a separate agreement.
• Worn earrings.
• Jewellery showing signs of wear, damage or alteration.
• Items identified as final sale.

Please do not send an item back without contacting us and receiving instructions.

The two-day exchange period and the exclusions above do not limit your statutory rights relating to faulty, unsafe, incorrectly described or incorrectly supplied goods.

Further details are provided in our Returns, Refunds & Exchanges Policy.

14. Faulty, Damaged or Incorrect Items

If you believe your jewellery has a manufacturing fault, arrived damaged or differs from your order, please contact us promptly with your order number and clear photographs or videos.

We may arrange an inspection to assess the issue.

Where a defect or other failure to meet the contract is established, we will provide the remedy required by applicable consumer law, which may include repair, replacement or refund. Any right you have to choose a remedy under applicable law remains unaffected.

Normal wear, accidental damage, misuse, improper care or damage caused by third-party repairs is not, by itself, a manufacturing fault.

However, an alteration or repair does not remove statutory rights relating to an unrelated original defect.

15. Refund Processing

Refunds arising from a timely cancellation, an order cancelled by us or a legal entitlement will normally be issued to the original payment method.

An alternative method will be used only where legally required or where the original method is unavailable and a suitable arrangement has been verified.

We do not issue refunds in cash or by cheque.

We will confirm when a refund has been processed. The time taken for it to appear in your account depends on your bank or payment provider.

Refunds remain subject to any applicable legal restriction or lawful instruction from a competent authority.

16. Customer Verification and Legal Compliance

We may request information reasonably necessary to verify a customer, payment, authorised representative or transaction and to comply with applicable anti-money laundering, sanctions and fraud-prevention requirements.

Depending on the transaction, this may include:

• Identification and contact details.
• Confirmation of the payer’s identity and authority.
• Corporate and beneficial-ownership information.
• Information concerning the source of funds, where required.
• Proof of ownership for customer-owned items accepted under a separate agreement.

Information supplied must be accurate, authentic and current.

We may delay, decline or suspend a transaction where required checks cannot be completed or where proceeding would breach applicable law.

Where legally required, we may retain records, disclose information to competent authorities or take measures relating to restricted funds or transactions. We may be prohibited from explaining certain actions or disclosures.

Personal information collected for these purposes is handled in accordance with our Privacy Policy and applicable law.

17. Use of the Website

You must use the Website lawfully.

You must not:

• Submit false information or impersonate another person.
• Attempt unauthorised access to accounts, servers or systems.
• Introduce malware or interfere with Website security.
• Use the Website for fraud or other unlawful activity.
• Copy or commercially exploit protected content or jewellery designs without permission.
• Infringe another person’s intellectual-property or privacy rights.

We may restrict access where reasonably necessary to protect the Website or address a breach of these Terms.

18. Intellectual Property

The Website’s protected content belongs to SMJ Design Studio LLC or the relevant rights holders.

This includes brand identifiers, jewellery designs, photographs, videos, renders, drawings, written content, graphics and software.

You may view the Website and print or download limited content for personal, non-commercial reference.

You may not reproduce, adapt, distribute, commercially exploit or manufacture products from our protected designs or content without prior written permission, except where permitted by law.

Purchasing jewellery does not transfer intellectual-property rights in its design.

19. Third-Party Services and Website Availability

Our online store is hosted on Shopify. The Website may also use independent payment, delivery and other service providers.

Those services may have their own terms and privacy policies. Their involvement does not remove our responsibilities to you under your purchase contract or applicable law.

We take reasonable steps to keep the Website accurate and available, but access may occasionally be interrupted by maintenance or technical issues.

We may correct errors and update Website content. Any correction affecting an existing order will be handled in accordance with these Terms and applicable law.

20. Privacy and Cookies

Our collection and use of personal information are explained in our Privacy Policy. That policy also explains cookies, similar technologies and the choices available to you.

Our online store is hosted by Shopify. Shopify processes personal data when you visit the Website or make a purchase to support our store, checkout and related services.

When Shopify Network Intelligence is enabled for our store, Shopify also processes personal data from your interactions with our store, other merchants and Shopify to provide enhanced services, including personalisation, analytics and advertising. Shopify acts as an independent data controller for these enhanced services.

Personal information is shared with Shopify and relevant third parties to provide these services, including enhanced services where enabled. These parties may process information in countries outside your country of residence. Processing remains subject to applicable consent requirements and privacy choices.

Read Shopify’s Consumer Privacy Policy for further details:
https://www.shopify.com/legal/privacy/consumers

To learn about and exercise applicable rights regarding Shopify’s processing, including withdrawing consent or objecting to certain processing, visit:
https://privacy.shopify.com/en

Information required for legal compliance may need to be retained even where you request deletion of other personal information.

21. Liability and Events Outside Our Control

We remain responsible for performing our obligations under your contract and applicable law.

To the extent permitted by law, we are not responsible for business losses arising from a purchase made for personal use or losses that were not reasonably foreseeable when the contract was formed.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence or any other liability that cannot lawfully be excluded.

Events outside our reasonable control may affect production or delivery. If this happens, we will take reasonable steps to reduce the impact and keep you informed of material changes.

Such events do not remove any cancellation, refund or other remedy available to you under applicable law.

22. Changes to These Terms

We may update these Terms to reflect changes in our services, operations or legal obligations.

The revised version will be published with an updated date.

The terms applicable when your order was placed will continue to govern that order, unless a change is required by law or agreed with you.

If a provision is found to be unenforceable, the remaining provisions will continue to apply.

A delay in enforcing a provision does not waive our right to enforce it later.

23. Governing Law and Disputes

These Terms are governed by the applicable laws of the United Arab Emirates and, where relevant, the laws applicable in the Emirate of Sharjah.

Please contact us first if you have a concern so that we can try to resolve it.

Disputes may be referred to the courts or other authorities with competent jurisdiction. Nothing in these Terms prevents you from exercising mandatory rights to bring a complaint or claim in another jurisdiction where applicable law permits.

24. Contact Us

For enquiries about these Terms, your order or our services, please contact us.

Susana Martins Jewellery
Operated by SMJ Design Studio LLC
Registered with Sharjah Media City Free Zone Authority

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

© 2026 SMJ Design Studio LLC. All rights reserved.