Best not to rely on Polene to meet their delivery promise of 5 days. I ordered a cyme mini bag online on Jan 12. Multiple contacts to their support were answered promptly but my requests for a deliver... See more
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I pre-ordered a Mokki mini which I did receive earlier than the scheduled date. However the bag was smaller than I expected and I decided to return it. I can tell from tracking that the bag has... See more
Company replied
UPDATE*** I have received the bag. The shipping link was sent after. about 3 weeks and a half since the order. The bag itself is beautiful but unfortunately my excitement has vanished when i go... See more
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Absolute joke of a brand, scammer their customers who spend their hard earned money on what they think is a “luxury brand”. I’ve emailed MULTIPLE times regarding a defected bag, and not once have I go... See more
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Company details
About Polène Paris
Written by the company
Fondée en 2016 par trois frères et sœurs, la maison française Polène crée une collection de maroquinerie qui allie minimalisme et exploration créative pour proposer des formes singulières et signatures obtenues par un savoir-faire artisanal d’excellence.
Contact info
69 rue de Richelieu, 75002, Paris, France
- contact@polene-paris.com
- www.polene-paris.com
2.2
Poor
2k reviews
Replied to 88% of negative reviews
Typically replies within 1 week
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2 months later, no bag and no refund.
Ordered a bag March 3, it was never delivered. It took 3 weeks for them to “investigate” and concluded it was lost. At that point I just wanted a refund and they told me they could only offer a replacement order. On April 8, they sent me a confirmation of the replacement bag, and nothing since then. It never shipped, they don’t answer their emails and when they did respond, they STILL didn’t want to refund me and cancel the order. So for over 2 months, I’m out $800 CAD. I filed a dispute with my credit card company.
I WILL NEVER SHOP HERE AGAIN!!
BUYER BEWARE
15 May 2026
Unprompted review
Reply from Polène Paris
Hello Emilie,
We are truly sorry to read about your experience and sincerely regret the frustration and disappointment caused throughout your order journey. This situation does not reflect the level of service and communication we strive to provide to our clients.
Unfortunately, unforeseen logistical issues significantly impacted the handling and delivery of your order, and we sincerely apologize for the delays and lack of timely updates this caused. We fully understand your frustration and also understand your decision to escalate the matter through your payment provider given the circumstances.
We sincerely hope to be able to provide a more pleasant experience in the future.
Have a lovely day,
Polène
I want to send my bag back
I want to send my bag back, but the system refuses my order number. I've sent multiple e-mails but no response. I'm forced to write a bad review in order for the company to - hopefully - reply to my e-mail.
Please don't buy your bag here, it's a headache!
6 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the inconvenience you have experienced regarding your return request and for the delay in our response.
We understand your frustration concerning the issue encountered with the order number validation and the lack of communication following your emails.
Please be assured that your request has been forwarded to our customer service team for review so that assistance regarding the return process can be provided as quickly as possible.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
Ordered online directly from website
Ordered online directly from website, no communication for more than a month, even after additional inquiries via email. Shipment was done by DHL and they couldn’t find address because the label was print so badly it cut off the unit number and instead printed double of the name. Worst experience for both communication and delivery
13 April 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in our response and for the inconvenience you have experienced with the delivery of your order.
We are truly sorry to hear about the issue encountered during shipment and the difficulties this has caused. This is certainly not the experience we aim to provide.
Please be assured that your request has been forwarded to our customer service team for immediate review so that the delivery issue can be investigated and an appropriate solution can be offered as quickly as possible.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
Bad service!
I paid for a bag on march 17th and the shipping was supposed to be April 18th and still nothing after nearly 2 months. Customer service is so bad and can take days to reply.
If they acknowledged customer and kept them updated then at least we’d know.
I have asked for a full refund!! I would never order from this company again!!!
14 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in fulfilling your order and for the inconvenience and frustration this situation has caused.
We understand your concern regarding the extended delivery time and the lack of proactive communication, and we are truly sorry for the experience you have had so far.
Please be assured that your request has been forwarded to our customer service team for immediate review so that your order status can be checked and your refund request can be properly addressed as quickly as possible.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
Bag is amazing
Bag is amazing. I love it. It fulfilled all my expectations.
14 May 2026
Unprompted review
Reply from Polène Paris
Hello Mihaela,
Thank you for your wonderful feedback.
We are truly pleased to hear that you enjoyed your experience with Polène. It is always a pleasure to know that our creations and service have brought satisfaction to our clients.
Warm regards,
Polène
The panda mini bag is the cutest ever.
8The panda mini bag is the cutest ever.
the speediest delivery.
13 May 2026
Unprompted review
Reply from Polène Paris
Hello Paulina,
We sincerely thank you for sharing your positive experience.
Your kind words are greatly appreciated and will be shared with our teams. We are delighted to know that your experience reflected the values and quality we strive to offer every day.
Kind regards,
Polène
Starting to feel scammed...
When I ordered my bag (order E295685) it was promised to be deliverd within 5 days. One week later and I still haven't received any information, no tracking link, it's not even send yet... Since my order is very urgent I tried to contact Polène via Instagram, called the store, called customer service and emailed customer service and no one answers. When I read all bad the reviews and instagram comments together with no response at all from the brand self I'm starting to feel scammed. I would not recommend other to order Polène, unless the problem gets solved in a proper way and on time!
5 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in processing your order and for the lack of communication you have experienced.
Please be assured that your request has been forwarded to our customer service team for immediate review so that your order status can be checked and a clear update can be provided as soon as possible.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
SCAMMERS!! IGNORING DEFECTED BAG CLAIM
Absolute joke of a brand, scammer their customers who spend their hard earned money on what they think is a “luxury brand”. I’ve emailed MULTIPLE times regarding a defected bag, and not once have I gotten a response from customer service. Their team chose to ignore the hundreds of emails received, and are in breach of EU consumer legislation. I loved this brand, and I’m devestated that they have treated me and other customers this way. I will be staying well away from them in future, and recommending everyone to avoid buying. SCAMMERS
12 May 2026
Unprompted review
Reply from Polène Paris
Hello Niamh,
We are truly sorry to read about your experience and sincerely regret the delay in responses from our customer service team, as well as the frustration and disappointment this situation has caused. This does not reflect the level of care and attention we strive to provide to our clients.
Please rest assured that our customer service team has now provided a response regarding your case and remains fully mobilised to assist you further. As communicated, the process to proceed with the replacement of the strap has been initiated, and we kindly invite you to remain in contact with our team so they may continue accompanying you through to the resolution of your case.
We deeply regret the inconvenience caused and thank you for your patience and feedback, which are invaluable in helping us improve our customer experience.
Have a lovely day,
Polène
The ordering process was streamlined
The ordering process was streamlined. My order arrived earlier than expected.
27 March 2026
Unprompted review
Reply from Polène Paris
Hello Maria,
Thank you for your lovely review and for placing your trust in Polène.
We are thrilled to hear that you were satisfied with your experience and sincerely hope your piece continues to bring you joy and satisfaction over time.
Warm regards,
Polène
Beautiful bag and service and delivery and just everything!
The delivery, the packaging, the piece, everything! beautiful and perfect just as expected.
16 February 2026
Unprompted review
Reply from Polène Paris
Hello Macarena,
Thank you for taking the time to share your feedback with us.
We are delighted to know that your experience with our Maison has been a positive one. Your support and appreciation truly mean a great deal to us.
Kind regards,
Polène
Second Complaint, Still No Order — Empty Promises Since 11th April (Order :#X125493)
This is now the second time I’ve had to write on here regarding the ongoing negative experience I’ve had since placing my order on 11th April (Order #X125493).
Despite numerous attempts to contact customer service, I continue to be reassured that my item will be sent out immediately, yet nothing ever arrives. I have received no tracking information, no shipping updates, and no proper explanation as to why my order still has not been fulfilled.
As a customer, I feel completely cheated, ignored, and extremely upset by the way this situation has been handled. It is shocking that this is allowed to continue, especially when so many other customers appear to be experiencing similar issues.
This entire experience has caused unnecessary stress, frustration, and disappointment. I would strongly advise others to think carefully before ordering.
11 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the inconvenience and frustration caused by the delay in fulfilling your order and for the lack of updates you have received so far.
We understand how disappointing this situation is, especially given your expectations regarding delivery timelines and communication.
Please be assured that your request has been forwarded to our customer service team for immediate review so that your order status can be fully checked and a clear resolution can be provided as soon as possible.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
I wouldn’t even rate them one star but…
I wouldn’t even rate them one star but I had no option !! I have returned a bag which I purchased, I have the confirmation from the carrier that they received it on the 7th April and and email from Polene customer service to confirm they have received it. I am still waiting for my refund. The 15 day waiting period has passed and also the 3 days which apparently it takes for the money to be posted back to my payment method. Polene customer service have stopped responding to my emails for a request for confirmation of a refund. It is not OK Polene, you have my money and the returned bag. £399 is a lot of money please sort this out !!!!
7 April 2026
Unprompted review
Reply from Polène Paris
Hello Jacqueline,
We are truly sorry to read about your experience and sincerely regret the frustration caused by the delay in your refund as well as the lack of timely communication from our customer service team. This does not reflect the level of service and care we strive to provide to our clients.
We fully understand your concern, particularly given the value of your purchase and the confirmation that your return was received by our warehouse.
As explained by our customer service team, refunds do require a processing period once the returned item has been received and validated. In some cases, additional delays may also occur depending on banking institutions and payment providers before the funds appear back on the original payment method.
Nonetheless, we sincerely apologize for the delay and for the lack of follow-up you experienced during this process. Please rest assured that your case remains under close review and that our team remains fully mobilised until the refund has been completed.
Thank you for your patience and for bringing this matter to our attention. Your feedback is invaluable as we continue working to improve our customer experience.
Have a lovely day,
Polène
It's gorgeous and so easy to match.
24 February 2026
Unprompted review
Reply from Polène Paris
Hello Diana,
We truly appreciate you sharing your experience with Polène.
It is always rewarding to receive such positive feedback, and we are delighted to know that both our products and service met your expectations.
Warm regards,
Polène
Refund delay
Dear Polène Customer Service,
I am writing regarding my return (Return ID: E288947, Tracking Number: 9243513241), which has been marked as received in your warehouse since April 9th, 2026.
Despite my previous emails and follow-ups, including my last message sent on 09/05/2026, I have still not received any substantive response, refund confirmation, or clear update regarding the processing of my return.
According to your stated return policy, refunds are normally processed within 3–15 business days after receipt at your logistics hub. More than one calendar month has now passed since the item was received, which clearly exceeds the maximum timeframe communicated in your policy.
Furthermore, under Article 13 of Directive 2011/83/EU on Consumer Rights, applicable to distance sales within the European Union, traders are legally required to reimburse all payments received from the consumer without undue delay and no later than 14 days from the day they are informed of the consumer’s decision to withdraw from the contract. Once the returned goods have been received, there is no legal basis for excessive or indefinite delay in processing the refund.
At this stage, the continued lack of resolution and communication constitutes a failure to comply both with your own published return policy and with your obligations under European consumer protection law.
I therefore request:
* Immediate confirmation of the refund status
* Written confirmation of the exact refund processing date
* Completion of the refund without any further delay
Please consider this email as a formal final notice prior to escalation.
If I do not receive a satisfactory response within 3 business days, I will proceed with:
* filing a formal complaint through the European Consumer Centre (ECC-Net),
* initiating a dispute/chargeback procedure with my payment provider,
* and submitting a complaint to the relevant consumer protection authorities for non-compliance with EU consumer legislation.
I expect your immediate attention to this matter.
Kind regards,
Despina Hatzikonstantinidou
9 April 2026
Unprompted review
Reply from Polène Paris
Hello Despina,
Thank you for your message, and we sincerely apologize for the delay and inconvenience caused throughout this process.
As confirmed by our customer care team, your refund has now been processed on our end.
Please note that depending on your banking institution, it may take a few additional business days for the funds to appear in your account.
We truly appreciate your patience and understanding, and we remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
Inconsistent Customer Service
The purchase of my bag was great. My husband bought a bracelet for my birthday, and it’s too small. We have reached out many times to exchange for a larger size but have been ignored by customer service.
2 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in responding to your requests and for the inconvenience caused regarding the exchange of your bracelet.
We fully understand your disappointment, especially as this was a birthday gift and the sizing issue has prevented you from enjoying it as intended.
Please be assured that our customer service team is doing its very best to handle all requests as quickly and thoroughly as possible. Your case has been escalated to our dedicated team for priority review so that your exchange request can be reviewed and a clear update provided to you as soon as possible.
We regret the inconvenience caused and truly appreciate your patience and understanding while we work on resolving this matter.
Kind regards,
Polène
If there is a zero star
If there is a zero star, I would like to give them zero rather than 1 star !
I bought my bag Numéro Un since december 2024, after 7 months, July 2025, the leather of the handle started to peel. I sent it to Spain to repair, it took 2 months! And after 4 months using it, this happened again! I sent it again to repair since their reception on 11/03/2026, it is 2 months, I do not have any news about my bag. The company doesn’t care about their customers! There is no customer service after sales.
One word to describe this mark: DISAPPOINTED!
Anyone intends to buy bags from Polene, should consider all the comments that customers have experienced.
11 March 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the inconvenience and frustration caused by your experience with both the condition of your item and the delay in the repair process.
We fully understand your disappointment, especially after having already sent the bag for repair previously and experiencing a similar issue again.
Please be assured that your case has been forwarded to our dedicated customer service team for review so that the status of your repair can be checked and an update may be provided as quickly as possible.
We truly regret the lack of communication you have experienced and appreciate your patience and understanding while your request is being handled.
Have a lovely day,
Polène
Easy to order and quick delivery
Easy to order and quick delivery! Beautiful well made bags absolutely love mine and so does my daughter.
1 April 2026
Unprompted review
Reply from Polène Paris
Hello Helen,
Thank you for your kind message and for choosing Polène.
We are very pleased to hear that you enjoyed your experience with us and hope that your piece will accompany you beautifully for years to come.
Kind regards,
Polène
I feel cheated
I feel cheated. I made a return,they confirmed by emailing me but not have refunded my money yet.
Now the phones don’t work and not replying to my emails .
15 April 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in our response and for the inconvenience caused regarding your return and refund.
We understand your concern, especially as you have already received confirmation of the return but are still awaiting reimbursement.
Please be assured that your request has been forwarded to our customer service team for immediate review so that your refund status can be verified and any outstanding issue resolved as quickly as possible.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
Enhancement
I love my wallet but I wish it had some sort of wallet band that would allow me to carry it without a pursue or fear of dropping it . I love the the material and design, its absolutely beautiful otherwise
31 March 2026
Unprompted review
Reply from Polène Paris
Hello Farah,
Thank you sincerely for your thoughtful feedback.
We are delighted that your experience with our Maison has been a positive one and truly appreciate your trust and support.
Warm regards,
Polène
9 bags and fantastic experience
Dear Polene team
I live in South Africa, and I have ordered 7 of your bags online already, and also purchased 2 of your bags in your Paris store in 2024. I LOVE your bags, and the online order and delivery process was always exactly 5 days from placing the order - this is fantastic as the bag needs to travel via various airports. Thank you! I think I am your most loyal customers. I love your latest release the nano CYME. I think it is my favourite.
26 April 2026
Unprompted review
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