FAQ – Frequently Asked Questions
SHIPPING
Do you ship internationally?
Yes. We offer worldwide shipping through DHL GoGreen, our climate-neutral logistics partner.
How much does shipping cost?
Shipping is free for all orders over €100. For orders below this amount, shipping costs a flat rate of approximately €10 (depending on destination and shipping option selected at checkout).
How long will it take to receive my order?
Delivery times may vary depending on your location. Orders within the EU typically arrive faster, while international orders may take longer. You will receive a tracking link once your order is dispatched.
ORDERS & AVAILABILITY
Can I pre-order or reserve items that are out of stock?
Yes. We do accept pre-orders and reservations for items that are currently out of stock. To arrange this, please contact us directly via email at hello@perlensau.com or by phone +49 177 6961011
We’ll be happy to provide availability, timeframes, and details based on the piece.
Will sold-out items be restocked?
Some pieces may be restocked depending on demand, while others are part of limited stock drops and may not return. We encourage you to act quickly if you fall in love with a piece.
PRODUCTS & MATERIALS
Are PERLENSAU products sustainable?
Yes. All our products are designed and produced with sustainability at their core. We use cruelty-free, locally sourced, and ethically made materials whenever possible.
How are your materials selected?
Our materials are chosen for their durability, aesthetic uniqueness, and minimal environmental impact. Every piece is crafted according to demand to minimize overproduction. Each design exemplifies meticulous craftsmanship, exuding unrivaled attention to detail and uncompromising quality, ensuring longevity. This is why quality over quantity is a cornerstone of our ethos and we have no interest in trends or seasonal collections. Social and environmental issues are at the core of our work. By sourcing local materials, producing as little waste as possible and making our customers think about the impact of their choices, we aim to find sustainable solutions at every step of production.
Where are PERLENSAU products made?
All pieces are handcrafted in Berlin or nearby regions, ensuring local production and ethical standards.
SPECIAL REQUESTS
Can I request a custom piece?
Yes. We welcome custom requests. Please contact our founder Nina directly to discuss possibilities. Timeframes may vary depending on the complexity of the design and availability of materials.
CARE INSTRUCTIONS
How should I care for my PERLENSAU accessories?
Our pieces are meant to be treated like wearable art. They are durable and built to last, but we recommend storing them carefully, avoiding contact with water whenever possible. Although finished with polished and hand-painted edges, to provide you the highest quality
PAYMENT
Which payment methods do you accept?
We accept most major payment methods, including:
Visa, Mastercard, American Express, UnionPay, Shop Pay, Apple Pay, Google Pay, and PayPal.
Can I pay in instalments?
Currently, we do not offer payment plans. All orders must be paid in full at the time of purchase.
RETURNS & WARRANTY
What is your return policy?
Please contact us directly for any return inquiries. As a small independent brand, we handle returns case by case and aim to offer a fair solution whenever possible.
Do you offer repairs or guarantees?
Yes, we do offer repairs on a case-by-case basis.
If your piece is damaged and can be restored, we’ll do our best to bring it back to life. However, not all elements are repairable.
Please reach out to us at hello@perlensau.com with details and photos — we’ll assess the situation individually and guide you through the next steps.
STILL HAVE QUESTIONS?
Reach out to us at hello@perlensau.com – we’re here to help.