FAQ
Frequently asked questions
Can't find an answer? Reach out directly.
If you're buying
Is everything on Ceylona actually handmade?
Yes. Every piece is made by a named Sri Lankan maker, and we check shops and listings and remove anything that isn't handmade — nothing here is mass-produced or drop-shipped.
How do I pay, and is it secure?
Card, eZ Cash or mCash through PayHere (PCI-DSS compliant, with 3-D Secure), bank transfer, or cash on delivery. Card details are entered on PayHere's own page — Ceylona never sees them.
How does delivery work, and what does it cost?
Ceylona arranges every delivery; the maker packs and posts your order on our behalf, with a courier. The charge is shown at checkout before you pay.
What if my order arrives damaged?
Photograph the parcel and send it to us through the form below. We'll arrange a replacement or a refund.
Can I return something I've simply changed my mind about?
Yes, within 14 days of delivery, unused and in its original packaging. Faults and damage are handled the same way, whenever they're found — Ceylona arranges the refund.
Do you deliver outside Sri Lanka?
Yes, to many countries. The delivery charge for your country appears at checkout once you add your address.
Is it safe to message a maker?
Yes — every message goes through your Ceylona account, not a personal number, so nothing happens off the site.
If you make things
How much does Ceylona charge?
Nothing to join, nothing monthly — we keep 13% of the item price only when something sells, which covers payment processing, customer support and refunds.
How do I get paid?
Straight to your bank account, every Friday, for orders delivered by the previous Sunday.
How do I start supplying to Ceylona?
Create an account and join from our Sell page — nothing to pay to join. Your maker page goes live straight away; we check listings as they come in.
Who pays for posting?
You pay the courier. The buyer pays the delivery charge at checkout, and we pass it to you in full with your sale.
Why can't I list a piece yet?
Confirm your email address first — use the link we sent you, or ask for a new one from your account — then reload the page.
Can I delete my account and data?
Yes — email us and we'll delete what we hold about you within 30 days.
Contact
Get in touch
A small team runs Ceylona. We read every message ourselves, and reply within one working day.
General
Contact us
Help with an order, a refund, or a question about your maker account.
Send a messagePress
Stories & partnerships
If you write about independent makers, or want to feature one of the makers we work with.
Send a messageBefore you write
Most questions are answered above — how payments work, delivery, returns, opening a shop, and what we charge. If you're asking about a specific order, include the order number from your orders page so we can look it up quickly.