FAQS

Frequently Asked Questions – Atelier Bag

We know you have questions. We've gathered the most common ones here to help you find answers quickly. If you don't see what you're looking for, feel free to reach out — we're always happy to help.

📦 Ordering & Products

Q1: How do I know which bag size is right for me?

Each product page includes detailed dimensions (length × height × width) and strap drop measurements. We also provide:

  • Size guides with visual comparisons (e.g., A4 paper, 13-inch laptop)

  • Model photos showing the bag worn on different body types

  • "What fits inside" images or descriptions

If you're still unsure, email us at support@atelierbag.com and we'll help you choose.

Q2: Are the bags genuine leather?

Yes — unless explicitly stated otherwise, our bags are crafted from premium genuine leather sourced from certified tanneries. We also offer select styles in sustainable vegan materials for customers who prefer animal-free options. Material details are clearly listed on each product page.

Q3: Do you offer gift wrapping?

Yes! At checkout, you can select the "Gift Wrapping" option for a small additional fee. Your bag will be:

  • Packaged in a signature Atelier Bag gift box

  • Tied with a ribbon

  • Accompanied by a handwritten note (you provide the message)

Q4: Can I cancel or change my order?

Yes, but only before it ships:

  • Orders can be modified or canceled within 2 hours of placing them

  • After that, our warehouse may have already started processing

To request a change, email us immediately at support@atelierbag.com with your order number.

Q5: Do you offer personalized or monogrammed bags?

Yes — we offer personalization services for select bag styles. You can add:

  • Up to 3 initials (embossed or hot-stamped)

  • A custom interior label

Personalized items are non-returnable (unless defective), so please double-check your spelling before ordering.

🚚 Shipping & Delivery

Q6: How long does shipping take?



Region Estimated Delivery
United States 5–8 business days
Canada 6–10 business days
Europe 5–10 business days
United Kingdom 5–9 business days
Australia / New Zealand 6–10 business days
Rest of World 8–14 business days

These are estimates — your bag often arrives earlier.

Q7: Do you ship internationally?

Yes. We ship to over 50 countries across North America, Europe, Asia, Australia, and beyond. If your country is not available at checkout, please contact us — we may be able to arrange a shipment.

Q8: How much does shipping cost?



Region Order Value Shipping Cost
US Over $XX Free
US Under $XX Flat rate $X.XX
EU Over €XX Free
EU Under €XX Flat rate €X.XX
UK Over £XX Free
UK Under £XX Flat rate £X.XX
Rest of World All orders Flat rate — calculated at checkout

Q9: Will I have to pay customs duties or import taxes?

It depends on your location:

  • 🇺🇸 United States: Orders under $800 are duty-free. Over $800, up to ~20% duty may apply.

  • 🇪🇺 European Union: A €3 duty per bag applies to orders under €150 (effective July 2026). The carrier collects this before delivery.

  • 🇬🇧 United Kingdom: Orders under £135 are typically duty-free.

We clearly explain duties on our Shipping Information page and notify you before delivery if charges apply.

Q10: Can I track my order?

Absolutely. Every order includes:

  • A tracking number emailed within 24 hours of dispatch

  • Real-time updates at every stage (picked up → in transit → out for delivery → delivered)

You can also log into your account to view your order status.

Q11: My tracking shows "delivered" but I haven't received my bag. What do I do?

Please wait 48 hours — carriers sometimes mark packages as delivered before they actually arrive. If you still haven't received it:

  • Check with neighbors, building management, or your local post office

  • Contact us at support@atelierbag.com with your order number — we'll investigate with the carrier immediately

🔄 Returns & Refunds

Q12: What is your return policy?

We offer a 14-day return window from the date of delivery.

Eligibility:

  • Bag must be unused, in original condition, with all tags and packaging

  • Personalized items are non-returnable (unless defective)

  • Final sale items cannot be returned

Full details are in our Return & Refund Policy.

Q13: How do I start a return?

  1. Email us at support@atelierbag.com with your order number and reason

  2. We'll send you a Return Authorization (RMA) number and return address within 4 hours

  3. Pack your bag securely and ship using a tracked courier

  4. Once we receive it, we inspect and refund within 1–3 business days

Q14: Who pays for return shipping?

  • EU customers: For defective or incorrect items, we cover the cost. For change-of-mind returns, you are responsible.

  • US & other customers: You are responsible for return shipping (unless the item is defective or incorrect).

We recommend using a tracked, insured shipping method for returns — we cannot be responsible for items lost on the way back to us.

Q15: How long does a refund take?

  • We process refunds within 1–3 business days of receiving your return

  • Depending on your bank, it may take an additional 2–7 business days to appear in your account

You'll receive a confirmation email once the refund is issued.

Q16: Do you offer exchanges instead of refunds?

We recommend:

  1. Returning your original item (for a refund)

  2. Placing a new order for the bag you want

This gets your new bag to you much faster than waiting for an exchange to process.

💳 Payment & Security

Q17: What payment methods do you accept?

We accept:

  • 💳 Credit/Debit Cards (Visa, Mastercard, American Express)

  • 📱 Digital Wallets (Apple Pay, Google Pay, PayPal)

  • 📦 Buy Now, Pay Later (Klarna, Afterpay, Clearpay — where available)

  • 🏦 Bank Transfers (select regions)

Q18: Is my payment information secure?

Yes. We take security seriously:

  • SSL encryption protects all data transmitted between you and our Site

  • We use PCI-DSS compliant payment gateways (Stripe, Shopify Payments, PayPal)

  • We never store your full credit card details on our servers

Q19: Will I be charged in my local currency?

We display prices in USD by default. However, depending on your location and payment provider:

  • You may see prices in your local currency (EUR, GBP, CAD, AUD, etc.)

  • Your bank may apply its own currency conversion fee — please check with them

Q20: Do you charge sales tax / VAT?

  • EU orders: VAT is included in the displayed price at checkout

  • US orders: Sales tax may apply depending on your state

  • UK orders: VAT is included where applicable

All applicable taxes will be clearly shown at checkout before you confirm payment.

👤 Account & Website

Q21: Do I need an account to place an order?

No. You can checkout as a guest without creating an account. However, creating an account allows you to:

  • Track your orders easily

  • Save your shipping addresses

  • View your purchase history

  • Access exclusive offers and early sales

Q22: I forgot my password. How do I reset it?

Click "Forgot Password" on the login page. We'll send a reset link to your registered email address. If you don't receive it, check your spam folder or contact us.

Q23: How do I delete my account?

Email us at support@atelierbag.com with the subject line "Account Deletion Request". We'll process your request within 7 business days.

Note that order data may be retained for legal/accounting purposes (as outlined in our Privacy Policy).

🎨 Product Care & Warranty

Q24: How do I care for my Atelier Bag?

We include a Care Card with every bag. General tips:

  • Leather bags: Store in the dust bag, avoid prolonged sunlight, wipe with a soft dry cloth

  • Vegan leather: Wipe clean with a damp cloth; avoid harsh chemicals

  • Hardware: Gently polish with a soft cloth to maintain shine

For specific care instructions, refer to the Care Card or our product page.

Q25: What warranty do you offer?

  • EU customers: The 2-year legal guarantee covers manufacturing defects and non-conformity

  • International customers: We offer a 1-year warranty against manufacturing defects (excluding normal wear and tear, misuse, or accidental damage)

If you believe your bag has a defect, contact us — we'll assess and resolve it fairly.

Q26: Does your warranty cover normal wear and tear?

No. Wear and tear (e.g., scuffs, scratches, color fading from use, hardware patina) are natural characteristics of leather and are not considered defects. We are happy to advise on care and maintenance to help your bag age beautifully.

🌱 Sustainability & Ethics

Q27: Are your bags sustainable?

We are committed to reducing our environmental footprint:

  • We source leather from LWG-certified tanneries (where possible)

  • We offer vegan options made from recycled materials

  • Our packaging is minimal and recyclable

  • We offer carbon offset shipping at checkout

We are transparent about our progress — and we're always working to improve.

Q28: Are your products ethically made?

We partner with manufacturers who share our values:

  • ✅ Fair wages and working conditions

  • ✅ No child or forced labor

  • ✅ Safe and respectful work environments

  • ✅ Regular third-party audits

We visit our partners regularly to ensure compliance.

📱 Social Media & Community

Q29: Can I share my bag on social media?

Absolutely! We love seeing how you style your Atelier Bag. Tag us with #AtelierBag and @AtelierBag on Instagram, TikTok, and Pinterest. We repost our favorites!

Q30: Do you have a referral program?

Yes! When you refer a friend and they make their first purchase over $XX, you both receive a discount on your next order. Check your account dashboard for your unique referral link.

📧 Still Have a Question?

We're here to help. Reach out anytime — we respond within 4 business hours.

📧 Email: support@atelierbag.com
📬 Response time: Within 4 hours
📍 We speak: English, Français

– The Atelier Bag Team