Susana Martins Fine Jewellery – FAQ & Care Policy

At Susana Martins Fine Jewellery, every piece is crafted with dedication, artistry, and respect for the materials we work with. We believe jewellery should be worn, loved, and passed on for generations, and proper care is essential to preserve its beauty.

To guide you, we have outlined our policies, customer service guidance, after-sales services, and expert care recommendations. These details are designed not only to help you enjoy your jewellery for years to come but also to ensure clarity regarding our warranty and customer support.

We invite you to discover how to protect, clean, and store your pieces, and to familiarize yourself with the terms that safeguard both you and our brand.

Customer Service Policy

At Susana Martins Fine Jewellery, we are committed to offering not only exceptional craftsmanship but also attentive customer care.

Availability
Our customer service team is available Monday to Friday, 10:00 AM – 8:00 PM (UAE time). Enquiries received outside these hours will be addressed on the next business day.

Contact Channels
For assistance, please reach us via:

• Email: atelier@susanamartins.com
• WhatsApp: +971 56 483 9582

We aim to respond to all enquiries within two business days. Urgent matters should be directed to our WhatsApp line for the fastest assistance.

How We Can Help
You may contact us for:

• Product availability and lead-time confirmation
• Custom-made and bespoke order requests
• Order updates, shipping details, and delivery support
• After-sales service and repair enquiries

After-Sales & Warranty Claims

• All claims must be submitted with proof of purchase.
• Items will only be accepted for warranty service after inspection by our experts.
• Repairs outside of the warranty are subject to quotation.
• Third-party alterations or damage caused by misuse, accidents, or chemicals will void the warranty.

Important Note
Custom-made and bespoke orders are final sale and cannot be exchanged or refunded. Shipping costs for repairs or inspections outside the warranty period are the client’s responsibility.

Frequently Asked Questions

Do you take custom-made orders?
Yes. We welcome clients to personalize their pieces with custom-made orders. Please book an appointment at atelier@susanamartins.com.
Note: Custom-made or bespoke orders are final sale and cannot be returned or exchanged.

What materials do you work with?
Our pieces are crafted in solid 18k gold and engraved with the hallmark Au750. All gemstones and diamonds used are natural unless otherwise specified.

Do you provide after-sales customer care?
Yes. We provide after-sales customer care under the following terms:

• Guarantee: Each piece includes a three-month guarantee covering manufacturing flaws, valid only after inspection by our experts.
• Repairs: Any repairs outside of this guarantee are subject to quotation.
• Exclusions: Damage caused by wear and tear, accidents, misuse, or exposure to chemicals is not covered.

T&Cs apply – see our Product Policy for full details.

How can I know my ring size?
For accuracy, measure your finger at room temperature, avoiding times when your hands are too warm or cold. Alternatively, you can use the sizing guide available on all ring product pages.

Jewellery Care Tips

Pearls

• Do not store pearls in airtight containers such as plastic bags – they need moisture and may crack in overly dry conditions.
• Store pearls separately in a soft cloth or pouch to prevent scratches.
• Always wipe with a soft cloth after wearing to remove sweat, perfume, or oils.
• Put pearls on last (after perfume, hairspray, or makeup) and remove before exercise.
• Avoid water (showers, swimming, dishwashing). Chlorine and moisture weaken stringing silk and mounting adhesives.

Emeralds

• Hardness: 7.5–8 Mohs, but prone to chipping due to natural inclusions.
• Avoid heat, chemicals, and sudden impact.
• Clean gently with a soft cloth and a small drop of baby oil for showroom shine.
• Never wear while showering, swimming, or doing household chores.
• Store separately from other gems.
• May require professional re-oiling over time.

Rubies & Sapphires

• Hardness: 9 Mohs, extremely durable.
• Resistant to light, heat, and most chemicals.
• Avoid blunt impacts (especially in rings/bracelets).
• Clean with mild soap and warm water; use a soft toothbrush.
• Avoid lotions and sprays after wearing.

Diamonds

• Hardest natural substance, but can still chip along cleavage lines.
• Naturally attract oils and grease; clean regularly.
• Soak in warm water with mild soap; scrub gently with a new soft toothbrush.
• Avoid chlorine bleach, abrasives, and sudden temperature changes.

Aquamarine

• Hardness: 7.5–8 Mohs, durable but sensitive to knocks.
• Related to emeralds (both are beryls).
• Avoid heat exposure; color is stable in light.
• Clean professionally or with mild soap and warm water.

Topaz

• Hardness: 8 Mohs, durable but sensitive to chemicals.
• Avoid lotions, hand sanitizers, and harsh cleaners.
• Clean with mild soap and warm water only.

Amethyst

• Hardness: 7 Mohs, good toughness.
• Heating treatments may alter color.
• Clean with warm soapy water. Ultrasonic may be safe unless dyed or fracture-filled.
• Avoid steam cleaning and heat.

Important Note on Durability

When gemologists classify stones, they assess:

• Hardness: resistance to scratching.
• Toughness: resistance to breakage or chipping.
• Stability: resistance to chemicals, heat, or light.

No gemstone, including diamonds, is indestructible. Proper care extends the life and brilliance of your jewellery.

📩 For further guidance, technical support, or gem-specific questions, contact us at atelier@susanamartins.com

© Susana Martins Fine Jewellery 2025