Polène Paris Reviews 

I ordered the Neuf Mini Bag on Sunday (first time online) and received on Tuesday! So quick, tracking and DHL delivery service was amazing, they called before to arrange best schedule, everything perfect. The bag is so cute, elegant and quality as expected as my other Polene bags bought in-store but unfortunately “chalk” colour is not exactly shade of white what I am looking for.. and maybe is quite small for me so I decided to return it. I hope the return process ends as quick as the bag arrived so I”ll update with the whole experience feedback later and keep my provisional five stars if so.
Update: the complete refund arrived to me in just 3 working days. I definitely recommend buying online as in store, an excellent customer service in Spain.

I am extremely disappointed with both the quality of the product and the customer service experience.

I purchased a Polène Cyme bag, expecting the quality and durability associated with a premium luxury brand. Unfortunately, after normal use and despite taking very good care of the bag, the long shoulder straps started cracking and deteriorating to the point where I became concerned they could break completely while carrying it.

I contacted Customer Service and provided photos of the damage. While Polène eventually offered a complimentary repair, the process since then has been frustratingly slow. (over a month!!!)

After being asked to provide additional information, serial numbers, photographs, proof of purchase, shipping details and phone number, I submitted everything requested, I was informed that my case had been processed internally and that the team would get back to me "shortly."

Since then, I have received no update, no shipping label, and no clear timeline regarding the next steps.
At the time of writing this review, a month has passed since my original complaint and weeks have passed since I submitted all required documents. Considering that the repair itself is expected to take 6–8 weeks (not counting shipping time), the fact that I am still waiting for basic logistics to be arranged is unacceptable.

What disappoints me most is that the customer service experience does not match the premium image and pricing of the brand. When customers spend several hundred euros on a handbag, they expect both quality craftsmanship and efficient after-sales support.
The bag quality has not met my expectations, and the handling of this case has unfortunately made the experience even worse.

I purchased my fifth bag on preorder 6/1 set to ship on 6/10. After getting nothing on 6/15 I reached out and was given canned responses on 6/17. I called and was told it would be resolved on 6/20 and I should have gotten a delay email but system issues. I reached out in 6/19 and 6/21 nothing no response. Polene is getting too full of themselves and forgot the customer is key; last bag and will never do business with them again

They can take the time to answer these reviews but it's 14 days and still no word on when I will get my bag. Continuous escalations have been sent to management and the warehouse and no response from them either.

I am very disappointed with my experience purchasing a Numéro Neuf Mini bag. Upon arrival, the item had visible defects on the handle. When I reached out to customer support to request a return, the process was extremely slow and unhelpful, dragging on for over a month. Despite multiple follow-ups, I did not receive the necessary instructions or return label to resolve this. I ultimately had to dispute the transaction with my bank due to the complete lack of support. I would not recommend purchasing from this company if you expect a reliable after-sales experience.

Polène's customer service is extremely poor, if not non-existent.

I waited over two months for a response to my repair request. When they finally replied, they told me they would send a payment link for the $20 repair fee so the process could begin. It's now been another month, and I still haven't received the link despite following up.

The replies always feel automated, with no real customer support behind them.

For a brand charging premium prices, this level of after-sales service is simply not acceptable. Based on my experience, I cannot recommend buying from Polène.

The brand definitely needs to train its employees. I bought two bags online on a Thursday and immediately requested that they be shipped soon because I was traveling 3 business days after the purchase. The customer service representative told me they would ship it on Friday, but only did so on Monday. DHL was very efficient and tried to deliver it on Tuesday, but UNBELIEVABLY, POLENE didn't include the house number. I will be traveling without my bag. In fact, it's better not to sell online than not to pay efficient attention to what you do. I do not recommend buying online.

I purchased two Polène bags and had very different experiences with them.

My Cyme Regular has been an excellent bag that I use frequently for work, travel, and everyday life. It has held up beautifully and remains one of my favorite bags.

Unfortunately, my first purchase from Polène was a very different story. I bought a Numéro Dix in Midnight Blue, and while I initially loved the design, serious quality issues appeared after only a few uses.

After just two or three wears, the stitching began to loosen and defects became visible. Most concerning was the edge paint, which proved to be of very poor quality. In high-friction areas where the strap is attached to the bag, the edge paint started peeling after only two wears.

I contacted Polène and the bag was accepted for repair. After approximately two months, the bag was returned to me. However, only the specific area where the edge paint had peeled was repaired, while the rest of the bag was left untouched. This was frustrating because it was obvious that the same low-quality edge paint had been used throughout the bag and that similar issues would eventually appear elsewhere.

As expected, additional edge paint defects developed over time. The edge paint began bubbling and deteriorating on several parts of the bag, including the main body and the strap. I contacted customer service again and sent the bag for a second repair. This time, Polène agreed to redo all of the edge paint.

Throughout this process, I repeatedly requested a replacement rather than another repair. The combination of multiple areas with weakened stitching and widespread edge paint defects suggested a manufacturing issue affecting the entire bag rather than isolated damage. I even pointed out that my second Polène bag had never experienced any of these problems despite receiving far more regular use.

My requests for a replacement were repeatedly denied.

As a gesture of goodwill, Polène initially offered me a leather card holder while the bag was undergoing its second repair. I genuinely appreciated this offer, as it was a practical and attractive item that felt like a meaningful acknowledgment of the inconvenience caused by two lengthy repair processes.

However, a few days later, I received an email informing me that the leather item had been cancelled and replaced with a small mirror. This was particularly disappointing. After spending months without my bag and dealing with repeated quality issues, it felt as though the company was unwilling to provide meaningful compensation for the time, inconvenience, and frustration involved. The replacement gift was something I personally had no use for and felt largely symbolic.

Later, during a visit to the Paris boutique, a staff member informed me that my particular model and color combination was currently unavailable for sale. They suggested that the company might be making adjustments to the model. While I cannot verify the reason, this reinforced my suspicion that my bag may have come from a problematic production batch rather than representing the standard quality of the brand.

I should also add that I cannot say I am fully satisfied with the quality of the second repair either. Some areas were still left untreated and did not receive the new edge paint. In addition, it appears that the new edge paint was applied over the old material rather than replacing it entirely. As a result, the finish looks layered and uneven. The best comparison would be applying a fresh coat of nail polish over an old one without removing the previous layer first. While the repair may have addressed the immediate issue, the final result does not look as refined as I would expect at this price point.

Overall, Polène designs beautiful bags, and when you receive a good example, they can be wonderful products. However, my experience suggests that quality control can be inconsistent. Purchasing a Polène bag sometimes feels like a lottery: you may receive an excellent piece, or you may receive one with significant manufacturing defects.

The most disappointing aspect is that I genuinely love the design of the Numéro Dix. Yet out of the nine months I have owned the bag, it has spent approximately four to five months in repair. For a bag in this price range, that level of inconvenience is difficult to accept and has left me deeply disappointed with the overall experience.

Unfortunately, my experience with my purchase from Polène has been very disappointing. I bought the bag only two months ago, and despite proper care, the material has already started peeling off.
I contacted the company via email and provided photos of the issue, but their response was unacceptable: they suggested that I try to fix it myself using a leather cream, while refusing to take any further responsibility.
Given the reputation of the brand and the price point of the product, I expected significantly better quality and a more professional approach to after-sales support. I find it unprofessional to expect a customer to repair a new product that has shown such significant wear in such a short period of time.
The quality of the product and the after-sales service do not meet my expectations. I would not recommend purchasing from this company.

I am deeply disappointed with Polène’s customer service, or rather their customer policy. For a brand at this price point, you expect a level of care that matches the product, but my recent experiences have been incredibly frustrating.

Issue 1: 19 days to reply despite weeks of advanced notice
I placed an order for a bag that was on backorder, meaning it wasn't due to ship for several weeks. A week before its scheduled shipment date, I emailed customer service asking to swap the color before it was dispatched. Despite having a massive window of time to handle this simple request, a human did not get back to me for 19 days. By the time they finally replied, the bag had already shipped and been delivered. Because I needed it for an upcoming trip, I was forced to keep a color I had actively tried to change in advance.

Issue 2: Misinformation by boutique staff and zero accountability
While visiting their store, I asked a sales associate if a pair of earrings was silver. They did not correct me, leading me to believe they were. Back in my home country, I realized they were actually brass—a metal my skin cannot tolerate.

When I reached out to customer care, they asked me to provide photos and my receipt to "review available options," giving me hope they would fix their staff's mistake. Instead, after jumping through their hoops, I received a patronizing, overly flowery rejection email. They blamed my "unique skin sensitivity" rather than addressing the misinformation from their boutique staff, and refused an exchange by baselessly claiming the item had "lived alongside me" and been worn.

Polène has grown rapidly, but their customer support infrastructure is completely failing their buyers. If you buy from them, pray that nothing goes wrong with your order, because their support team will drag their feet for weeks only to give you a scripted "no."

***** FURTHER TO THE BELOW AND TO EMPHASISE THEIR CREEPY BEHAVIOUR I HAVE BEEN TOLD TO PROVIDE MY EMAIL AND PHONE NUMBER TO THEM AS THEY DONT BELIEVE THIS HAPPENED, OR MY REVIEW WILL BE REMOVED. WHAT A DISGRACEFUL, APPALING COMPANY. ONE LOOK AT SOCIAL MEDIA ALSO REFERENCES HOW THEY FOLLOW PEOPLE CLOSELY IN SHOPS. IT SHOULD BE OBVIOUS FROM MY REMARKS I WANT NOTHING TO DO WITH THEM AND CERTAINLY DO NOT WANT TO PROVIDE MY PERSONAL DETAILS TO A COMPANY THAT ALWAYS HAS CROSSED BOUNDARIES ****** Annoying, disrespectful, insincere and creepy in store customer service more akin to stalking. On a mid Monday morning, when the London shop was not busy I was followed constantly round the shop, despite saying I wanted to browse and asking the same salesman 3 times to leave me alone to browse. Just stopping to look at something meant being questioned on why I liked it and what I was looking for. Clearly he had no emotional intelligence at all and did not pick up on my increasingly annoyed tone. When I said for the third time I want to be left alone to browse it should be very clear that I dont want someone within a meter of me following me around the store, stopping when I stop and watching my every move which is creepy and made me feel like I was being stalked. After the third time I asked him to leave me alone I was told it was part of their customer service. This is ridiculous. So their so called customer service is ignoring customer wishes and making them feel uncomfortable. It ended with me walking out after stating loudly that as he couldn't respect my wishes I would not be spending my money there. This was in front of other customers, one of which said to me outside the shop she felt the same. I will never buy anything from this company, who clearly think so highly of themselves, that they feel they can treat customers in such a disrespectful way. They are not concerned about creating a creepy, uncomfortable environment for customers. Awful experience.

Order confirmation for my bag received April 11, 2026 (Order S448033), I tracked delivery until informed by DHL on May 13 that bag was being returned to sender. Emailed Polene on same day requesting that I no longer wanted bag and that I preferred refund. Finally received response to me email on May 25th asking if I wanted bag to be re-shipped or refund. I requested refund asap. It is now June 8th, no further communication has been received from them, nor has my money been refunded. This is absolutely horrible customer service. I feel as if I have been scammed. Although bags appear to be beautiful, I would never order from them, only would buy from store. I am very disappointed.

I have ordered two bags and had no problems. They arrived on time. Two months ago, i contacted the costumer service because i had lost the short strap of my numero dix bag. They responded to my message very quickly and send me a payment link so i could purchase a replacement strap. Up to this point i am very satisfied. However, it has been over two months and i still haven't received it. Their answer is that they are waiting an update from their warehouse. More than two months...

I have received a product with a defect and I immediately contacted the customer service. After weeks and dozens of requests of support I got a return label. Now the bag has been returned but I did NOT receive my money back and nobody answers my emails or calls. This is illegal and totally disrespectful of customers.

I bought a bag six months ago. Already stitching is coming undone. I have emailed them . No one got back to me. I wouldn’t buy anymore from them. Finally after so many emails and sending photo of my bag few times. They got back saying “ I have to pay for postage. It would take about 6-8 weeks for them to fix my bag. They said the stitching coming un done it’s a wear a tear . This is after six months . It’s ridiculous. I didn’t send my bag. Because I didn’t find them trustworthy. You buy a bag for one fifth of the price in Australia and if this happens. The retailer either refund or fix for free.

We purchased a bag from Polène Paris and originally wanted to exchange it for another model. However, their website directs customers to a return center, and the return portal does not accept our order number, so we are unable to proceed.

We contacted customer service about this issue more than a week ago. Since then, we have sent multiple follow-up emails, but no one has replied. I am still waiting for a response.

At first, I was still considering purchasing another Polène bag. However, after experiencing this level of service, I no longer want any product from this brand.

For a brand in this price range, this level of after-sales service is unacceptable. Customers should not be left without any support when the return system does not work.
I would be very careful before ordering from Polène online, as the return process and customer support have been extremely frustrating.

EDIT:
They returned but too late. At the end, we could do the return. Normally I was going to order a new one, but since the customer service is very slow and frustrating I didn't order a new one.

I have previously ordered with Polene and had a good experience, however this time is has been nothing short of terrible. I ordered a bag, and then changed my mind, I contacted Polene within 24hrs of that order being placed for them to take days to get back to me and tell me it was just about to be shipped so they couldn’t do anything (why they couldn’t stop it seeing as it was still at their warehouse is beyond me.)
I was then told if I wanted to avoid paying the taxes to return I should refuse the delivery, which I did.
Fast forward a month and a half and I have still not received my refund, even though Polene themselves have confirmed the bag has made it back to their warehouse. This is beyond ridiculous considering the length of time since I originally placed the order and countless emails chasing them with no reply.
Avoid Polene - customer service is awful.

I placed an order with Polene on April 24th it was due to arrive in time for my wifes birthday. I noticed that it was stuck in the DHL depot, I contacted DHL who advised they were waiting for Polene to tell them what to do with the package.
I did finally get in touch with someone at Polene, it took a long time, they were unable to help, I asked for a refund they refued and then after lots more chasing they informed me the issue has been passed onto another team, this was a month ago and I have heard literally nothing else. So i bought a product over 2 months ago for £400, it hasnt arrived, I cant get hold of anyone to tell me what is happening, there are no replies to any of my emails....are Polene are real company or have I been scammed! Think I may need to get onto my bank and try and retrieve the money that way! THIS IS NOT LUXURY HA!

UPDATE 9.6.26: Ended up having to visit the Polene store in Regent Street. The manager was very helpful and did not seem surprised, he resolved my issues for me. That said given the above issues, and having to visit the store to get it sorted, they did not offer any goodwill gesture, which I would have expected. I was told their management team did not consider it to be appropriate! That said the main thing is I got the bag and I wasnt scammed! My strong recommendation is DO NOT ORDER this brand and if you DO NOT ORDER ONLINE!

The worst customer service I have ever experienced. I returned a bag in March and yet to receive a refund over 90 days later, the CS team are awful and do not respond. We are now having to take legal action. NEVER shop from them.

On 23 Jan I placed a pre-order for a Polene Galop, it’s scheduled to ship out on 16 April, I kept waiting until the end of April, one of the CS staff told me the delay was due to the logistics problem. Days later they emailed me and said the bag might be shipped out in mid June. 6 months waiting for a pre-order bag? Your advertising is misleading. It is very ridiculous such a brand can not ensure the production and delivery. I will not purchase Polene anymore.

My package was delivered to the wrong address, I keep emailing them and no response. I spent $700 on a bag and nothing ..HORRIBLE customer service so disappointed!