Last updated: 11/02/2026
These Terms & Conditions (“Terms”) apply when you browse or buy from Riona Atelier (the “Website”). Please read them carefully before placing an order.
Who you are buying from: Riona Atelier is a trading name of Cognitive Lotus Enterprises (“we”, “us”, “our”). For UK e-commerce, we publish our business identity and contact details in line with the Electronic Commerce Regulations and related UK rules.
1) Company details & contact
- Legal entity: Cognitive Lotus Enterprises (trading as Riona Atelier)
- Email: support@rionaatelier.com
Important: UK rules require a geographic address and an email address that allow customers to contact the trader quickly and effectively.
2) Definitions
- Consumer: An individual buying wholly or mainly for personal use.
- In-Stock / Ready to Ship: Made and held in inventory.
- Made-to-Order: Crafted after you place an order from a standard design.
- Bespoke / Customised: Made to your specifications (e.g., custom colourway, shape, sizing, personalised details).
Working day: Monday–Friday (excluding UK bank holidays).
3) About our products (handmade nature)
3.1 Handmade character
Our bags are hand-beaded and finished by artisans. Slight variations in bead placement, weave tension, colour tone, or finish are normal for handmade goods and are not treated as defects.
3.2 Photography & colour
We aim for accurate photos, but colours may vary depending on lighting and screen settings.
3.3 Care & use
Our bags are wearable art. Avoid heavy loads, sharp items, and prolonged moisture/heat exposure. Follow the care guidance on the product page and/or our FAQs.
4) Ordering & contract formation
4.1 Placing an order
When you place an order, you are making an offer to buy.
4.2 Order confirmation vs acceptance
You’ll typically receive an acknowledgement/confirmation email. The contract is formed when we accept your order, usually when we send a dispatch confirmation (or explicitly confirm acceptance). This approach is common across established UK accessories retailers’ terms.
4.3 Right to refuse/cancel an order
We may decline or cancel an order if:
- an item is out of stock (or materials become unavailable),
- we suspect fraud or unauthorised payment,
- there’s an obvious pricing/description error,
- you request prohibited/offensive customisation (where applicable).
If we cancel before dispatch, we will refund amounts paid.
4.4 Pre-orders / made-to-order lead times
Where a product is “Pre-Order” or “Made-to-Order”, the product page will show an estimated creation time.
5) Prices, currency, and payment
5.1 Prices
Prices are shown in GBP (£) unless stated otherwise. Prices may change, but changes won’t affect accepted orders.
5.2 Delivery charges
Delivery is charged as standard and calculated at checkout based on destination/weight/service level.
5.3 Taxes
- UK deliveries: standard UK tax rules apply.
- International deliveries: you may need to pay import VAT, duties, and handling fees in your country. These are your responsibility (Delivery Duties Unpaid / DDU).
5.4 Payment
We accept payment via the methods shown at checkout. Payment is taken at the time of order unless stated otherwise.
6) Delivery
6.1 Dispatch times
- In-Stock: typically dispatch within 1–2 working days.
- Made-to-Order / Pre-Order: dispatch after the stated creation time.
6.2 Delivery times
Estimated transit times are shown at checkout. International deliveries may take longer due to customs.
6.3 Tracked services
We typically use tracked services where available (a common practice for higher-value accessories).
6.4 Delivery address
You must provide a complete, accurate address. If a parcel is returned due to an incorrect address, we may charge for re-delivery.
6.5 Delivery within 30 days (unless agreed otherwise)
UK distance-selling rules require delivery within 30 days unless another timeframe is agreed with the customer. Our made-to-order timelines operate as that agreed timeframe.
6.6 Risk
Risk of loss/damage generally passes to you when goods are delivered to you (or a person you nominate), unless you arrange your own carrier not offered by us.
7) Your right to cancel (online orders)
7.1 Cooling-off period (most non-custom items)
If you are a UK/EU-style “distance selling” consumer, you usually have the right to cancel within 14 days of receiving your goods, then another 14 days to return them after you notify cancellation.
7.2 How to cancel
To cancel, email sales@rionaatelier.com with:
- your order number,
- your name and address,
- a clear statement that you want to cancel.
(You can also use the model form at the end of these Terms.)
7.3 Custom/bespoke exception
The right to cancel for “change of mind” does not usually apply to custom-made or clearly personalised items made to your specifications, unless faulty.
8) Returns (change of mind)
8.1 Return window
For eligible (non-custom) items, you must:
- tell us within 14 days of delivery that you wish to return, and
- send the goods back within 14 days after you notify us.
8.2 Condition of returns
Returned items must be:
- unused and in resellable condition,
- with original packaging, dust bag (if included), and all accessories.
You may handle goods only as you would in a shop to decide if they’re suitable. Excessive handling may reduce your refund.
8.3 Return postage
Unless the item is faulty or we agree otherwise, you pay return postage and are responsible for the parcel until it reaches us. We recommend a tracked service (common practice across UK handmade marketplaces).
8.4 Non-returnable items
Unless faulty, we do not accept returns for:
- bespoke/custom items made to your specifications,
- items that cannot be resold for hygiene reasons where a seal has been broken (if applicable).
9) Refunds
9.1 When we refund
If your return is eligible, we refund within 14 days of receiving the goods back (or earlier if you provide evidence you sent them).
9.2 Delivery charge refunds
If you cancel within the legal cooling-off period, we refund standard delivery costs (not premium/express upgrades).
9.3 Deductions
We may reduce the refund if the item’s value is diminished by handling beyond what’s necessary to assess it (as permitted under UK distance-selling rules).
9.4 Method
Refunds go back to the original payment method.
10) Faulty, damaged, or misdescribed goods (your legal rights)
10.1 If something is wrong
Contact us as soon as possible with photos and your order number.
10.2 UK consumer remedies
UK law gives consumers rights when goods are faulty. For example, you may be entitled to repair/replacement, and in some cases a refund. Guidance notes that you may need to repair/replace within the first 6 months unless the trader can show it wasn’t faulty when sold; consumers can also have longer claim periods (e.g., up to 6 years in many cases; 5 in Scotland).
10.3 Shipping damage
If your parcel arrives visibly damaged, please keep the packaging and notify us promptly so we can support any carrier claim and remedy.
11) Bespoke & made-to-order specifics
11.1 Approvals and materials
For bespoke work, we may confirm design details in writing (email/WhatsApp). Once production begins, changes may not be possible.
11.2 Bespoke cancellation
Because bespoke items are made to your specifications, “change of mind” cancellation may not apply (unless faulty).
12) Promotions, discount codes, and gifting
- Discount codes apply only as stated and may be withdrawn at any time (without affecting accepted orders).
- One code per order unless stated.
- If we offer gift cards, separate gift card terms may apply.
13) Intellectual property
All Website content (photos, text, branding, product designs where applicable) is owned by or licensed to Cognitive Lotus Enterprises/Riona Atelier. You may not copy, reproduce, or commercially use it without written permission.
14) Website use
You agree not to misuse the Website (e.g., attempt unauthorised access, introduce malware, scrape content at scale, or interfere with normal operation). We may suspend access for misuse.
15) Liability (important)
15.1 Nothing limits liability where unlawful
Nothing in these Terms limits liability for death/personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
15.2 Consumer protection
Nothing in these Terms affects your statutory consumer rights (including rights under UK consumer law).
15.3 Foreseeable loss
If we breach these Terms, we are responsible for losses that are a foreseeable result of that breach. We are not responsible for losses that are not foreseeable.
16) Events outside our control
We are not responsible for delays or failures caused by events beyond our reasonable control (e.g., severe weather, strikes, carrier disruption, customs delays, supplier outages). Where this happens, we will keep you updated and work to resolve it.
17) Complaints, ADR, and dispute resolution
17.1 Contact us first
Email sales@rionaatelier.com with your order number and details. We aim to respond within 72 hours / 3 working days.
17.2 ADR information duties
UK rules require businesses to give consumers information about Alternative Dispute Resolution (ADR) when a complaint can’t be resolved internally (and to identify an ADR provider and whether we will engage).
17.3 Our approach to ADR
If we cannot resolve a complaint, we will provide details of an appropriate ADR provider and confirm whether we agree to use ADR in that instance.
Note: Post-Brexit, UK consumers/businesses are no longer able to use the EU Online Dispute Resolution (ODR) platform in the same way.
18) Governing law & jurisdiction
These Terms are governed by the laws of Scotland (as we are based in the UK). Courts of Scotland have jurisdiction, but if you are a consumer, you may also have the right to bring proceedings in your local UK courts where applicable.
19) Changes to these Terms
We may update these Terms from time to time. The version that applies is the one in force when you place your order, unless a change is required by law.