FAQ

Frequently Asked Questions.

Is every Riona Atelier bag really handmade?

Yes. Every single piece is intricately hand-woven by our artisans. We do not use mass-production machinery. Because of this human touch, you may notice slight variations in tension or bead placement. We believe these nuances are not flaws, but the signature of a truly bespoke item—ensuring your bag is chemically unique to you.

What is the difference between "Made-to-Order" and "Bespoke"?

Made-to-Order: You select a design from our current collection, and we craft it specifically for you.
Bespoke: You work with us to create a completely unique design, colourway, or shape that does not exist in our standard catalogue.

How do I care for my beaded bag?

Your bag is a piece of wearable art and should be treated with care.

Avoid: Heavy loads (which can stretch the weave), sharp objects, and prolonged exposure to direct sunlight or heat.
Cleaning: Do not machine wash or dry clean. If necessary, gently wipe with a soft, dry cloth.
Storage: We recommend storing your bag in its dust bag when not in use, stuffed with tissue paper to maintain its architectural shape.

Do you ship internationally?

Yes, we ship globally from our studio in the United Kingdom.

Who pays for shipping?

Shipping costs are calculated at checkout based on your location and order weight. We use tracked services for all our shipments to ensure your piece arrives safely.

Will I have to pay customs charges or import duties?

UK Customers: No additional duties apply to orders delivered within the UK.
International Customers: Yes. Riona Atelier operates on a DDU (Delivery Duty Unpaid) basis. This means product prices and shipping fees do not include taxes and duties. You, the customer, are responsible for paying any import VAT, customs duties, or handling fees charged by your country’s customs office upon arrival. We recommend checking your local customs regulations before ordering to avoid unexpected charges.

How long will my order take to arrive?

To accommodate both immediate availability and our bespoke crafting process, we operate with two fulfillment models. Please check the product page to see which status applies to your chosen bag:

1. In-Stock (Ready to Ship)
These pieces have already been crafted and are currently held in our inventory.
Dispatch Time: We aim to dispatch in-stock items within 1-2 working days of your order.
2. Pre-Order & Made-to-Order
If a specific design is out of stock or marked as ‘Pre-Order’, it means the piece will be commissioned and hand-woven specifically for you by our artisans.
Creation Time: Please allow 7-21 working days for the meticulous construction and quality assurance of your bag before it is dispatched.
Shipping Transit Times (Applies to all orders once dispatched)
Once your parcel leaves our UK studio, the following delivery windows apply:
UK Orders: Typically arrive within 7 working days (via Royal Mail Tracked or Courier).
International Orders: Typically arrive within 7-21 working days, depending on your local customs clearance procedures.

Will I get tracking?

If tracking is included, we’ll email it when your order ships. International delivery can take longer due to customs

What is your return policy?

We want you to adore your Riona Atelier piece. However, as a small artisanal business, our policy varies by item type in accordance with UK Consumer Law:

Standard Collection Items: You have 14 days from the day you receive your order to notify us if you wish to return it. The item must be unused, in its original packaging, and in re-sellable condition. You are responsible for the cost of return shipping.
Bespoke & Customised Items: Unfortunately, we cannot accept returns or offer refunds for bespoke commissions or items personalised for you, as they cannot be resold.

Can I cancel or change my order after placing it?

Please contact us with photos. Under UK consumer law, you have rights if goods are faulty. We’ll work with you on a repair, replacement, or refund depending on the situation.

Do I receive an invoice for my order?

If your order hasn’t entered production or been dispatched, we can help. For personalised/made-to-order pieces, changes may not be possible once work has started—please message us quickly.

How do I arrange a return?

Please email us at support@rionaatelier.com with your order number. If your return is approved, we will provide you with the shipping address and instructions. We strongly recommend using a tracked service, as we cannot be responsible for items lost in transit.

What if my item arrives faulty?

We rigorously inspect every bead before shipping. However, if your item is faulty, please contact us within 48 hours of delivery and include photos of the issue. We will arrange a repair or replacement free of charge.

Who am I buying from?

Riona Atelier is a trading name of Cognitive Lotus Enterprises. All transactions and contracts are made with Cognitive Lotus Enterprises, registered in the United Kingdom.