Return/Refund & Product Policy
SHIPPING & ORDER POLICY
Expert artisans handcrafted all our pieces. Your order will be specially made for you if it is not in stock. This might take up to 2 weeks.
The jewellery will be shipped from Dubai, UAE, to your country by expert courier. The shipment is insured and free of charge for all orders. However, custom taxes and import duties might apply. Please get in touch with the authorities of your country if you are unsure about the amount.
Confirmed payments will receive the tracking number within 48 hours (if the product is in stock).
Orders will be dispatched after payment confirmation. Regarding a bank transfer, the confirmation of your order is recorded only after the funds are credited to our account.
Our courier cannot deliver to PO, APO, or FPO box addresses. You may request the shipment to be held for pickup. The receiver will then be able to pick up the shipment at the local courier station.
Note: The receiver address is always required for customs on international shipments.
PAYMENTS
Making a payment with us couldn’t be simpler.
- We accept Visa, Mastercard, Apple Pay, Samsung Pay, and online credit provided by Tabby.
- We do not accept cheques.
- You have the option to convert your purchases of up to 6000 AED into monthly installments subject to approval and to the Terms & Conditions of the provider, Tabby; To know more, contact Tabby on the link below:
https://helpcenter.tabby.ai/hc/en-ae
This option will be made available to you at the time of the Secure Checkout, where you can select the period over which you want to spread the payments for the purchase, along with any fees or interest, if applicable.
CURRENCY
The currency will default to the currency of the region you are browsing, which you can change at the top right-hand side of the home page. However, the payments at the checkout will be converted to AED – United Arab Emirates Dirham, the country’s currency where the company Susana Martins Jewellery is formed and based.
ORDER CONFIRMATION
After carefully completing the required steps to initiate your order, kindly proceed to provide your preferred payment method along with the corresponding details. Please note that upon submission, an email notification will be sent to you acknowledging the placement of your order. It is important to keep in mind that this initial notification does not guarantee order confirmation.
In the case of payment card transactions or bank transfers, your order will only be deemed accepted once your card payment has been successfully authorized and/or upon the crediting of the bank transfer into our designated account.
Subsequently, you will receive a second email from our team explicitly confirming your order. In the unlikely event of any complications, rest assured that we will promptly reach out to inform you.
For further help or technical issues, please get in touch with our customer care team from 10 am-10 pm at our email [email protected]
RETURNS/REFUNDS AND EXCHANGES
All Susana Martins Jewellery products are final sale and are non-refundable in any circumstances.
However, if you are not completely satisfied with your purchase, we will happily offer you an opportunity to exchange for another item of equal or higher value. (items customized or engraved can’t be exchanged.)
There’s no extra cost to exchange your purchase for an alternative size or color (subject to availability when you request an exchange).
To exchange your order, you must communicate with us within two days after receiving your order. Please note to return your item, you will need to use the same courier that delivered your items. Our team will provide you with assistance.
The return shipping costs are complimentary within GCC, Europe & USA
Please follow the steps below to exchange your item:
- All items must not have been worn and must be in the original condition and packaging. Items worn, damaged, or manipulated will be rejected in an exchange.
- Email us at [email protected] to obtain the required information and assistance. This must be done within two days of receipt of your order.
- All items must be returned in their original packaging using the indicated courier service.
- Your item must be returned immediately after receiving the return labels and dispatch information. (Please note you must print your labels.)
Please get in touch with us on WhatsApp +971568895812; our team will happily assist you within our working hours. From 9 AM to 10 PM +4GMT
SUSANAMARTINS.COM reserves the right to refuse or cancel any confirmed/paid order for any reason, including but not limited to changes in competition, technical difficulties, and lack of availability. If a refused order has been paid, the refunds are issued through the same payment method used during checkout.
SUSANAMARTINS.COM will NOT deal with or provide services or products to any OFAC sanctions countries following UAE law.
REPEATED EXCHANGES
We offer a flexible exchange policy to make your online shopping experience even more accessible. We monitor the number of exchanges made by customers, and continued exchanges in breach of our terms and conditions will be flagged and may, at our discretion, lead to a refusal of the exchange.
AUTHENTICITY & WARRANTY
With most of our solitaire diamonds, we offer GIA certification and, in some cases, IJI or HRD. Otherwise, certificates issued by the brand are available upon request.
In-house certificates will entail all the information required for insurance purposes. *This will be issued upon request.
SUSANA MARTINS FINE JEWELLERY guarantees a warranty period of 3 months from the date of purchase. The warranty covers manufacturing and material defects only and after a careful evaluation by our expert manufacturing team.
FAULTY ITEMS
Faulty items will only be accepted if the goods are delivered to the customer damaged or with a manufacturing fault.
All items returned as faulty will be inspected, and any items deemed to be subject to fair wear and tear will not be accepted.
We can exchange faulty items for the same item or others with equal value. Refunds are not applicable.
Susana Martins Jewellery LLC, 2023
