Orders, Shipping & Exchanges

Orders, Shipping & Exchanges

We want your experience with us to feel as effortless as wearing our jewelry. Below you’ll find everything you need to know about placing an order, shipping timelines, and our exchange policy set out clearly to keep things simple and secure for you.

Shipping & Order Policy

Craftsmanship & Fulfilment
Each Susana Martins Jewellery piece is crafted in Dubai by our expert artisans under the direct supervision of designer Susana Martins. Every order is carefully inspected and presented in our signature packaging.

Production Timeline: Please allow up to 15 to 20 business days for made-to-order items.
Ready-to-Ship Styles: Select items are available for immediate delivery (same-day in Dubai, next-day within the UAE, and 3–4 days internationally).
Urgent Requests: For urgent orders, please contact us directly via WhatsApp at +971564839582 or email info@susanamartins.com.

Domestic Shipping (UAE)

All UAE orders are shipped via DHL the next day after the order and payment is confirmed.
Same-day delivery is available in Dubai for orders placed before 2 PM (subject to stock availability).
Same-day delivery is not available on Sundays.
Adult signature is required for delivery.
We offer complimentary shipping on all UAE orders.
We cannot deliver to PO Boxes.

International Shipping

We ship to most countries, including (but not limited to) the UK, EU, USA, Canada, Australia, Hong Kong, Singapore, Japan, Korea, and the GCC.

All international orders are shipped via DHL.
Adult signature is required for delivery.
Complimentary shipping is offered on all international orders.
For customs clearance, the receiver’s full name, address, email, and mobile number must be provided.
Customs duties, import taxes, and clearance fees are the responsibility of the customer. These are non-refundable.

Payments

We accept Visa, Mastercard, Apple Pay, and Samsung Pay.
We do not accept cheques.
Purchases may be converted into monthly instalments via Tabby, subject to approval and Tabby’s Terms & Conditions. Learn more at Tabby Support.

Currency

Website prices default to the currency of the browsing region. Customers may change currency via the selector on the homepage.

Order Confirmation

After checkout, you will receive an order confirmation email.
Orders paid via credit card are confirmed once payment is successfully authorized.
Orders paid via bank transfer are confirmed once funds are credited to our account.
A second confirmation (via email or text) will be sent once your order enters production or shipment.

Right to Refuse Orders: SusanaMartins.com reserves the right to refuse, cancel, or delay any order for reasons including (but not limited to) product unavailability, payment issues, or technical errors. If payment has been made, a refund will be processed to the original method of payment.

Compliance: We do not provide products or services to OFAC-sanctioned countries, in accordance with UAE law.

Returns, Refunds & Exchanges

Final Sale Policy: All purchases are final sale and non-refundable.
Exchanges: Customers may request an exchange for another item of equal or higher value. Customized or engraved pieces are not eligible.
Size/Color Exchange: Complimentary, subject to stock availability.
Request Window: Exchange requests must be made within 2 days of receipt of the order.
Courier Requirement: Returns must be made using the same courier service that delivered the item.

Conditions for Exchange:

Items must be unworn, unused, undamaged, and returned in original packaging.
Items showing signs of wear, alteration, or damage will be rejected.
Exchange shipping is complimentary within GCC, Europe & USA.
Return labels must be used immediately upon receipt.

Repeated Exchanges:
We reserve the right to refuse exchanges if multiple requests are made in breach of policy or deemed excessive.

Authenticity & Warranty

Diamonds ≥1.00ct (single stone) are accompanied by a GIA, IGI, or HRD certificate.
In-house brand certificates are available upon request for other pieces and include details sufficient for insurance purposes.
Warranty: 12 months from date of purchase. Covers manufacturing defects only, following inspection by our expert team.

Faulty Items

Items received damaged or with a proven manufacturing fault may be exchanged for the same or similar item of equal value.
All claims will be inspected. Items with fair wear and tear, misuse, or accidental damage will not qualify.
Refunds are not available on faulty items; only replacements or exchanges apply.

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