Terms and Conditions

1. Shipping Destinations

We ship orders to Portugal (mainland and islands), countries within the European Union, and other international destinations.
We reserve the right to refuse or cancel shipments to destinations where, due to armed conflicts, political instability, natural disasters, strikes, government restrictions, or other exceptional circumstances, it is not possible to ensure timely and secure delivery under normal conditions. This also applies to countries with severe or recurring disruptions in their logistics and distribution networks. In such cases, customers will be informed prior to order processing and, if payment has already been made, will receive a full refund.

2. Processing and Shipping Times

• If the product is in stock, please allow up to 4 working days for order preparation, plus the respective shipping time.

• If the product is out of stock or made to order (handmade or custom-made), please allow 14–21 working days for production, plus shipping time.

3. Shipping Costs and Delivery Times

• Portugal (mainland and islands): €6 – up to 5 working days

• European Union: €10 – up to 7 working days

• Rest of the world: €20 – Delivery time depends on the destination country. Some countries may be subject to customs charges, which are the sole responsibility of the customer.

4. Free Shipping Policy

Free shipping applies to orders over €100 for Portugal (mainland and islands). For other destinations, shipping costs will be calculated at checkout.

5. Warranty

Susana Emotional Jewels offers a 2-year warranty against manufacturing defects, in accordance with applicable legislation.

The warranty does not cover damage resulting from misuse, natural wear, or lack of care (e.g., signs of use, marks or damage caused by incidents, exposure to creams, perfumes, pool or sea water, etc.).

Fading of gold plating, which depends on each person’s skin pH, is also not covered by the warranty.

All jewelry sold by Susana Emotional Jewels is individually produced using mainly artisanal processes. Slight variations between product photographs and the actual item received may occur.

6. Prices

Susana Emotional Jewels reserves the right to modify product information and prices, as well as to conduct promotional campaigns as part of its annual marketing plan.

If a product is out of stock, the brand reserves the right to cancel the order and fully refund the amount paid.

7. Materials and Certification

All pieces are made in Portugal, mainly using 925 Sterling Silver, 925 Sterling Silver gold-plated, 18K Gold, and 19.2K Gold.

All pieces are certified by INCM – Imprensa Nacional – Casa da Moeda, S.A., in accordance with Portuguese Law No. 98/2015. Certification ensures the legal fineness of precious metals through tests carried out by Contrastaria Portuguesa – the official and technical service integrated into INCM.

Business Activities:

• T7103 Retailer of Jewellery – Distance Selling
• T3476 Jewellery Manufacturing

8. Customer Complaints Book

Customers can access the Electronic Complaints Book here.

9. Alternative Dispute Resolution

In case of any dispute, consumers may contact an Alternative Dispute Resolution entity: Centro de Arbitragem de Conflitos de Consumo de Lisboa.

10. Legal Info

Susana Pereira / Rua Carlos de Oliveira – 8A, 1600-029 Lisboa / NIF: 217855377 / +351 217260913 / susana@emotionaljewels.com