FAQ – Frequently Asked Questions

General Questions

Who is behind Pelagona?

Founded by Liz Steiger, Pelagona is built from her personal passion for travel, fashion, design, history and the beautiful things in life. Liz is a world traveller and fashionista who calls Europe and Asia her homes who left a corporate career behind to make a difference.

Read our story here or follow Liz on The Pink Lookbook or on Instagram to learn more about her mission.

Are your products ethical and sustainable?

We have very high standards when it comes to ethics and sustainability. Pelagona's partners are personally vetted by Liz who establishes long-lasting and trusted relationships with organisations which share the same values. Our products are more than just beautiful items, you can make a difference with your purchase.

Read more about our values and impact here.

Why do you partner with artisans?

Pelagona's products are not made in sweatshops where every worker only takes over a few steps of the process. We want to celebrate artisans and their impeccable skills. Furthermore, we want to keep their knowledge and traditions alive. Many of their skills and products are on the brink of disappearing, as financially it would be more lucrative to sell mass produced goods. Young people do not want to learn the craft anymore, as they do not see any potential.

Pelagona aims to make their unique products available for a wider audience. Hence, their livelihood is secured and the traditions, skills and techniques are not only preserved but taking into the future.

Why do you collaborate with women’s organisations?

Even today, girls and women are in a worse position than their male counterparts when it comes to economic opportunities, health care and education. Many of them are forced into early marriages, suffer from sexual violence and discrimination. According to the United Nations, closing the gender gap adds half a percent to the country’s per capita gross national product – a benefit shared by women and men. Women are also more likely to invest back into their communities: they invest 90% of their income back into their families – compared with only 35% for men. Hence, by empowering women, the community as a whole will benefit.

Pelagona prioritises products made by female artisans and initiatives supporting women. Therefore, Pelagona aims at empowering women and, consequently, improving the quality of life of their community as a whole.

How do you select your artisan partners?

Pelagona's artisan partners are personally chosen by Liz. She invests a lot of time to choose not only the right products but also the organisations to sustainably source our products with an impact.

Pelagona partners with artisan collectives, family businesses and social enterprises producing their high-quality handmade products according to fair trade standards. We prioritise organisations which employ and support women, offer a safe workspace, empower the overall community through skills trainings and economic development and employ a sustainable environmental approach.

In addition to the quality of work and the products, some examples of our criteria for the collaboration are:

  • the opportunities given to women
  • products are made with sustainable materials
  • overall positive effect for the community
What do you do to make the business more sustainable?

We constantly thrive to get better. We are not perfect yet. We try to limit waste and reuse shipping material. Moreover, we minimise the use of plastic as much as possible.

Regarding our product selection, we prioritise sustainable products made from natural materials.

Why is there no sale?

Pelagona has decided to not participate in any sales. In this is for a very simple yet important reason: Pelagona aims to build honest and transparent relationships - with our customers and our suppliers.

Our prices are as fair as we can make them: Pelagona strives for luxury, quality, ethical sourcing and sustainability. We do not want to build our business at the expense of the artisans - we want to empower them and their businesses. Pelagona does not need to clear our stock because we focus on small yet bespoke collections which are designed in collaboration with the artisans.

Furthermore, there is nothing more annoying than purchasing an item at the regular price and then seeing it drop down to 30% just a few months later. Hence, we offer the best price for you throughout the year.

How Can I Get in Touch?

How can I stay up to date on news about Pelagona?

You can follow us on social media via Instagram and Facebook.

How can I get in touch?

Please send us an email to: contact [@] pelagona.com

When can I expect an answer from Pelagona?

We aim at answering your email enquiries as fast as possible (usually within 24-48 hours) and try to find solutions for you as soon as possible.

Press enquiries

For press enquiries, please send us an email to contact [@] pelagona.com.

You can find an overview of the press about Pelagona here.

Shipping, Returns & Refunds

Where can I find the shipping policy?

Find more details about our shipping policy here.

Do you have free shipping?

We offer free shipping on all orders over €100 within the EU and over €200 for worldwide orders. Find more details about our shipping policy here.

Do you ship internationally?

Yes, we ship internationally. Please refer to our shipping policy for more information about the shipping fee and potential customs duties.

How long will it take until I receive my order?

We aim at shipping your product as fast as possible. It usually takes us between 1-3 working days to dispatch and ship them. It then depends on the destination and type of shipping.

For our custom jewellery, we have longer delivery times. It takes us about 2-3 weeks to make your customised necklace or bracelet (excluding shipping), as every piece is lovingly handmade specially for you.

Where is my package?

Once your order departs our warehouse, we will notify you by email. You will then receive a tracking number for each individual parcel.

Is your package stuck or lost or do you encounter any other problems? Please do not hesitate to email us via contact [@] pelagona.com

Where can I find the returns policy?
Do you offer free returns?

Pelagona is dedicated to empowering underserved artisans around the globe. All our items are handmade and artisans are paid fairly and promptly. To ensure that we can still offer their beautiful products at competitive prices and also be able to reinvest in further stock made by the artisans, we are not able to accept free returns. We ask for your understanding that you will need to cover the cost of return postage.

How Can I Return My Order?

We hope you love our hand-picked products as much as we do. However, should you not be satisfied with your order, we are happy to offer a return or replacement within 14 days.

If you want to return an item, please contact us at contact [@] pelagona.com to start the process.

Products

The products have a different size or colour than in the pictures, why?

Our products are handmade. As a result, each item is unique and there may be slight variations in size, shape and/or colour.

We work hard to ensure that all our products come up to our highest standards. Nevertheless, slight variations are a sign that your item was not mass-produced but handmade.

My item is sold out, what can I do?

Please send us an email about the item you would like to buy and we will get back to you as soon as possible.

I love one item but I would have custom specifications, is that possible?

Of course, we are happy to accommodate custom specifications for some products of our collections. Please send us an email.

Why are your products in the premium price segment?

Pelagona offers high-quality products made from the best local materials. “Handmade”, "ethical" and "sustainable" are not just labels for us. Our products really are lovingly handmade by talented artisans.

You can read more about our values and why our products are not a "bargain" in our blog post.

What are the recommended care instructions?

Every product has its own care requirements. You can find the information at the bottom of each product description. If you still have questions, please feel free to email us.

How often are items restocked?

Restocking depends on the specific product. We are in touch with our artisans regularly. Supply also depends on their capacities. As we want to ensure quality and as the items are handmade, it takes time to make the items and we only order in small batches.

If your item is currently sold out, please email us for further information.

Custom Jewellery

How long does it take to make my customized jewellery?

Once you have placed the order for your customized necklace or bracelet, it takes about 2-3 weeks to make your item. This excludes the shipping time. Every item is lovingly handmade just for you.

Which material do you use for your custom jewellery?

Our custom jewellery is made of 925 sterling silver and comes with three finishing options which are Sterling Silver, 18k gold-plated and rose-gold-plated.

Can I shower/wash my hands with the customized jewellery?

Our customized jewellery is made from 925 Sterling Silver and has a high-quality 18-carat gold-plating. In addition it is micron-plated to protect its shine. In general, the plating stays longest if you avoid contact with water. You can wear the custom jewellery while showering or washing your hands. However, please do not overdo it, shower/wash your hands too often with it, avoid to wear it in salt water or chlorinated water or in the sauna and be careful with body lotions and oils. Furthermore, the pH-value of your own skin also can have an impact on the material.

What are the recommended care instructions for the custom jewellery?

If you wear our custom jewellery every day, it is very important to take care of the items to keep the plating and their shine for as long as possible. We recommend cleaning the jewellery with a soft fabric.

What is rhodium silver?

Rhodium is used to protect the silver shine of your jewellery, make it more robust and protect it from corrosion and getting dull.

Orders

How do I use a discount code?

You can enter the code during the checkout process. If you do not see the section for the code, please email us. When you apply one of our discount codes, please make sure that you use the right spelling.

Wholesale & B2B

Do you accept wholesale orders?

We do accept wholesale orders. Please email us for more details.

Do you have B2B partnerships?

We do offer custom solutions and products for your business. We are happy to discuss a potential partnership with you. Please send us an email for more details.