This is my first time ordering at Polin et Moi, and i am very satisfied! I am impressed of the quality of their dress and it is so beautiful. And the shoes, i never experienced pain. The best of Polin... See more
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See what reviewers are saying
Everything was perfect: I bought 2 dresses (from Italy) and they arrived in less than a week. I was scared that they wouldn’t fit me but the size tool was very helpful and precise, the fit and the st... See more
Company replied
Ordered several times from Polin et Moi since 2022 and loved the unique patterns and clothes. But recently the quality went down a lot: most clothes are made of poor fabrics, the seams come loose and... See more
Company replied
The clothes are gorgeous. But I do not think I will purchase again because of the return policy. I found it overly complicated and lacking in transparency over the fees, over the items that you can re... See more
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Company details
Written by the company
Moda femenina cuidada al detalle. Calzado de calidad Made in Spain.
Contact info
C. Bruselas, 5E, Las Rozas, 28232, Madrid, Spain
- +34608566582
- hola@polinetmoi.com
- www.polinetmoi.com
3.8
Great
339 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Good customer support
Good customer support. Helped me with returning/exchanging an item with ease.
20 August 2024
Unprompted review
Reply from polinetmoi.com
Hello! Thank you very much for your comment, we are very happy that your experience was so good. Best regards ❤️❤️
Love the dresses and great customer service
I have ordered twice here and am absolutely in LOVE with my dresses!
First order was received pretty fast. Not long after that, I saw that my favourite item was back in stock (and on sale). So I quickly ordered, but was going on holiday soon after. That's why I decided to contact them to ask to not send out the delivery right away. Looking for the best way to contact them I stumbled upon the reviews here, which complains about bad customer service. My experience is the complete opposite. They didn't pick up the phone initially, but returned the phone call. In the meantime I had already been in touch via email, had a response within a few hours. They agreed to wait with sending the order until I got back from holidays and they kept their word.
If I could give more than 5 stars, I would!
20 August 2024
Unprompted review
Reply from polinetmoi.com
Hi!!! 🙂️
Thank you so much for your rating and kind comment! We try very hard to give you the best service and quality. Do not hesitate to write us with any questions you may have.
We hope to see you back soon. 😍️
USA Customers beware!
I feel scammed! I placed an order and made sure before I read all their policies in their websites on returns. Their policy says: "El coste de devolucion desde el extranjero corre a cuenta del cliente (puedes realize la devolucion con nuestro servicio de GLS (EU) y UPS (fuera de EU) o gestionarlo con la agencia de transporte de su elección". This says that you have the option to make a return either through their preferred carrier or your own.
I receive my package and was dissatisfied with two items that I want to return, understandably at my own cost.
When I tried to do that online, it was giving me only the option to return it through UPS for $60 euros! (My return items is worth $98 euros). I tried to look for the option of returning it by my preferred courier and there was none. When I contacted their Customer Service, they told me that UPS would be my only option! Are you kidding me?
You should not falsely advertise different return methods that you're not honoring! So disappointed, really liked the concept of this store and wanted to spread the word to my friend.
Now instead, you've lost a customer.
Order 256023
7 August 2024
Unprompted review
Reply from polinetmoi.com
Hello Lisette,🙂️
We are very sorry to hear that your experience with us has not been a pleasant one.... As we have discussed, returns of orders from the United States cannot be returned, like all other orders, due to the duties that must be covered and their own handling. That is why we only offer returns through our currier, as this provides full solvency and would safeguard against any loss of the order.
We understand your dissatisfaction and we assure you that it saddens us very much. 🙏️
We remain at your disposal for whatever you need, we are always happy to help you in any way we can.
Yours sincerely,
Polín et moi team.❤️
After two payment reminders I still haven't received my money back
After two payment reminders I still haven't received my money back.I returned two dresses that were too big from Belgium.They robbed me for 178 euro.According to them, the bank is at fault, but these are all excuses, they have clearly informed me that a refund has never been made. this is the first time ever i've experienced something like this and I'm so disappointed
31 July 2024
Unprompted review
Reply from polinetmoi.com
Hello Ruana,🙂️
We are sorry to hear that your experience with us was not ideal, from the bottom of our hearts!
We have checked the status of the return of your order and we have verified that it was successfully completed through Paypal on 22 July. 🤗️
Again, we apologise for the inconvenience and look forward to seeing you again and hope to offer you a better service and quality.
We will be happy to help you with any little thing you need or doubts you may have.🙏️
Yours sincerely,
Polín et moi team.❤️
Customer service not working, scam???
Dear Polin at moi,
I ordered two dresses on July 23, 2024, and paid for fast delivery. Today is the third day, and I haven’t even received a message about when my order will be shipped. I’ve tried calling and emailing, but neither method is working. I really feel that this might be a scam, and I hope I will still receive my dresses very soon. I really hoped that despite the bad reviews about returning products, your company would be trustworthy and capable of normal customer service, but it’s not!
Additionally, I would like a refund for the extra money I paid for fast delivery and get my order as soon as possible!
Kind regards,
Olimpia Cheung
Order number: 254909
26 July 2024
Unprompted review
Reply from polinetmoi.com
Hello Olimpia,🙂️
We are sorry to hear of your dissatisfaction with your order.😞️
We have not received any contact requests from you, so we have provided you with the contact details below.
https://www.polinetmoi.com/es/content/24-contacta-con-nosotros?_gl=1*1htctc5*_up*MQ..&gclid=CjwKCAiA-P-rBhBBEEiwAQEXhHybqSEmK4p-GvKhCftfVWkMRZ8ItNO-au9VqT7bFjZfR5IjhcY9CCBoC_IUQAvD_BwE
We have checked the status of your order and wanted to inform you that you have made a pre-sale purchase.
You can find information on when we will start shipping this model in the product size selection on our website.
PRE-SALE means that we do not currently have the product in stock, but it is in the process of being manufactured. As stated on our website, the shipping date for this product is from 5 August 2024.🤗️
You can find information related to the pre-sale at this link: https://ayuda.polinetmoi.com/hc/es/sections/10657036571549-PREVENTA
We are sorry that you were unable to review this information before placing your order with us.😣️
We look forward to hearing from you via the email we sent you.
Sincerely,
Polín et moi team.❤️
I really hesitated before ordering…
I really hesitated before ordering simply on the fact by reading the comments here , finally i decided to try their sales and Wow ! Super fast delivery and A beautiful dress received♡ Gracias !
17 July 2024
Unprompted review
Reply from polinetmoi.com
Hello Grete,🙂️
Thanks a million for your kind comment and rating. It will be a pleasure to see you again soon.
We are at your disposal, for whatever you need, always! Don't hesitate to contact us. 🙏️
Sincerely,
Polin et moi team.❤️
Friendly and diligent customer service problems were solved
Unfortunately there were a few problems and a mess with my order. Polin tried very hard afterwards and everything was clarified.
10 July 2024
Unprompted review
Reply from polinetmoi.com
Hi Anja,🙂️
Again, we are sorry for the inconvenience caused by the confusion with the double refund on your order, from the bottom of our hearts. We're sorry that this has caused inconvenience and stress from the messages received by Reveni, but don't worry, it's all been sorted out.
Please do not hesitate to contact us with any further questions you may have, we will be happy to help! 🙏️
Sincerely,
Polin et moi team.❤️
This is my second time ordering from…
This is my second time ordering from this site (once in June 23 and again in June 24) and I’ve had a great experience both times. Both orders arrived to Ireland promptly, I paid for quicker delivery on the second order as I needed the dress in a few days.
Love the style and the quality of the dresses. A very happy customer who will return again!
1 July 2024
Unprompted review
Reply from polinetmoi.com
Hi Cathy,🙂️
Thanks a million for your rating and nice comment.
It's a pleasure to offer you a quality product and even better service! Don't hesitate to write to us with any little thing you need, we are always happy to help you.
Yours sincerely,
Atelier Polín et moi team.❤️
Scam
On the 27th of April I purchased on your website 4 dresses and 1 shorts. I decided to return 1 dress and 1 shorts.
I received a notification you received my return on the 14th of May. I received a refund from you just for the shorts. I did not receive any money for the dress which I returned (so instead of receiving 135.90 EUR, I received 45.95 EUR). In addition to that I paid a lot of money for delivery. I was hoping it's a mistake but after I wrote an email to you and I did not receive any response, I am quite sure this is a scam. I am disappointed, mostly because I like your clothes and I wanted to order many more but after how you treated me, I don’t want. Please, return my money as this is highly unfair to treat your customers like this. If I don’t receive my money, I will escalate this case to Office Protection Customers.
27 April 2024
Unprompted review
Reply from polinetmoi.com
Hello Beata, 🙂️
Thank you for commenting and informing us of what happened. Again, we would like to apologise a million times for the inconvenience caused with the return of your item, due to human error this was not done correctly and that is why the delay in doing so.
We always try to offer you the best service and an amazing experience. However, unforeseen events can always happen and of course, we are very sorry for that.
From the bottom of our hearts, we apologise a million times for the inconvenience caused and hope to see you again soon to give you the experience you deserve. 🙏️
Yours sincerely,
Team Polín et moi.❤️
Good service
how crazy all the bad reviews. I ordered a dress, a bag and shoes. It was a pre-order, so had to wait a little longer. They immediately emailed that the bag was not available and immediately refunded the money. Unfortunately the dress was not what I was looking for. Returning was very easy and I received the money straight away. Even before my items have arrived. So I have very good experiences with this company.
10 June 2024
Unprompted review
Reply from polinetmoi.com
Hello Nijhuis, 🙂️
Thank you very much for your review and kind comment.
We are sorry that your order could not be shipped in the end. 😪️ We hope to see you back soon and make you fall in love with all our items.
Don't hesitate to contact us with any little thing you need.
Yours sincerely,
Polín et moi team.❤️
Beautiful dress for a wedding guest
I ordered the Rune Flowers dress. Perfect dress and really good quality :)
13 June 2024
Unprompted review
Reply from polinetmoi.com
Hello Carla,🙂️
Thank you so much for your review and comments.
We are very happy that you liked it almost as much as we did.😍️ We hope to see you back soon and don't hesitate to contact us with anything you need.
Yours sincerely,
Team Polín et moi.❤️
not believed my dress had a default
I ordered a dress and received the wrong size. This dress I could change without any costs for the right size. But then I Received a dress with multiple white marks on it. I wanted to get my refund (I live in Belgium so that's makes that I have to pay a lot of shipping costs myself). I had to send multiple mails they didn't believe me with the photos or videos I made. They said it's not a defect and they only gave me 15% of the dress back. So I wanted to return the dress instead and had to pay for my shippingscosts itself. I lost 22 euros here, which is definitely not on my charge.
I definetly NEVER buy from this site again..
31 May 2024
Unprompted review
Reply from polinetmoi.com
Hello Paulien,🙂️
Once again, we would like to apologize for the inconvenience caused regarding the status of your order. This is not the quality of service we want to offer you, never! 🙏️
Our colleagues are already in constant contact with you in order to give you all the support and advice possible, do not worry.
From the bottom of our hearts, we are sorry for the inconvenience and do not hesitate to contact us back with any little thing you may need.
Yours sincerely,
Team Polín et moi.❤️
I have ordered on April 9th and never…
I have ordered on April 9th and never received my dress (€39).
Website to be avoided. They collect money but you won’t receive to your order.
25 May 2024
Unprompted review
Reply from polinetmoi.com
Hello Marie,😊️
Thank you for contacting us! We confirm that this order number does not belong to Polin et moi, and we can't find any customer account with your name or email address. We invite you to visit our official website, where you will find all our articles: https://www.polinetmoi.com/es
We ask you to be very cautious when interacting with sites that claim to sell our products. 🙏️
If you have any questions or need help, please do not hesitate to contact us, we will be happy to help you!
Yours sincerely,
Polin et moi team.❤️
Disappointed…
I made an order on April 24, it was scheduled to start on 06/07.
My order has not yet gone, I have contacted customer service several times via email, without reply.
I need my dress this Saturday, I pay 15€ for a quick shipment and I still have nothing.
Very disappointed...
7 May 2024
Unprompted review
Reply from polinetmoi.com
Hello Lea,
Thank you very much for contacting us and letting us know.
Again, we would like to apologize a million times for the inconvenience caused by the delay of your order and of course, as we have indicated, we will keep an eye on it so that it will be solved as soon as possible.
Thousands of apologies and we are at your disposal for whatever you need.
Yours sincerely,
Polín et moi team.❤️
Shipping time > 20 days
I placed an order the 4th of April and paid more shipping cost (13 EUR) to have a quick shipment of 2-4 days. We are 20 days later and I didn't receive anything ... I e-mailed and got no answer. I just called the customer service (working until 7 pm) without success ... :-( Delivery is hopelessly late for the wedding I ordered the goods for ... but still hope to hear from them soon ...
4 April 2024
Unprompted review
Reply from polinetmoi.com
Hello!🙂️
Thank you very much for contacting us and we are very sorry to hear about what you are saying.
We need you to please provide us with your email address, as it is impossible for us to verify it through your Trustpilto name.
We look forward to hearing from you so that we can proceed to help you as soon as possible.🙏️
Yours sincerely,
Team Polin et moi.❤️
Can't get a return delivery label
UPDATE 22 APRIL 2024
Still no refund label....
9 APRIL 2024
Can't get a return delivery label. No reply from Instagram or email.
9 April 2024
Unprompted review
Reply from polinetmoi.com
Hello Niamh,
First of all, we want to apologize for the delay in getting to your message. From the customer service department we are a little overwhelmed and trying to reach everyone in the shortest possible time 🙏️😊️.
Our team has already contacted you to provide you with this information and of course, we remain at your disposal for whatever you need.
Best regards!
difficult to return from Netherlands
Impossible to return from Netherlands. Phone number doesnt exist… chat and email doesnt work. Also the return pagelink that was on the form of the clothes package box doesn’t work.
Probably in Spain it’s better organized. But from NL it was really difficult to return it. I did it by myself via post with the address.
25th of April:
Now 3 weeks later after I send my package back via post I still didn’t receive my money back (249 euro). They did send me an email later with another link that was within the returnform or website. But than I already send it via post. Otherwise my package would be too late. Now they say they probably will not find it in the warehouse… so I might loose all the money.
1 April 2024
Unprompted review
Reply from polinetmoi.com
Hi Stephanie,
We are sorry to hear that your experience in returning your order has been negative.
We remind you that on our website we have detailed and accessible information to locate both our different ways of contact as well as the relevant information to process a request for exchange and / or return both in Spain and outside Spain.
Our team has already been in contact with you to offer you this information and of course, we remain at your disposal for whatever you may need.
Sincerely,
Polín et moi team.❤️
Practically impossible return.
Very dificult to return the itens. I had to pay 18€ to send the package back to Spain by corrier, becuse The DHL service didn't work .They don't answer the phone.
10 January 2024
Unprompted review
Reply from polinetmoi.com
Hola, Salomé🙂️
¡Muchas gracias por escribirnos!
Tal y como especificamos en nuestra política de cambios y devoluciones, https://www.polinetmoi.com/es/content/12-devoluciones-cambios El coste corre a cuenta del cliente mediante courrier de su elección o con nuestro servicio con DHL. Además, los gastos de envío no son reembolsables.
Dicha información queda al alcance de todos los clientes en nuestra web, ¡sentimos que nuestra política de devoluciones no sea de tu agrado! 🙏
Just don't!
I don't know the situation when ordering from Spain, but when ordering from outside of Spain in the EU, they make it virtually impossible to return items. They provide you with a non-working return portal and no alternatives to start the return process.
6 September 2023
Unprompted review
Do not buy when not based in Spain
Do not buy when not based in Spain. You pay for shipping both ways if the clothes do not fit - information that can be found when you click through their website but is a little outdated in today’s day and age.
Also be aware that if you have curves or are tall the dress will not look as you imagine it. Bra size 80B and height of 178cm is enough so that wrap dresses size L turn out with a low cut , high rise slit or tight straps on the shoulders, as their cuts seem to be tailored to very skinny, smaller women with little to no curves.
8 July 2023
Unprompted review
Reply from polinetmoi.com
Hi Cece😊,
We’re very sorry that your experience was not as expected.
We’re sorry that the garments did not fit you as you had imagined and that the shipping and return process caused you frustration. We always try to provide all the information as clearly as possible on our website, but we understand your feedback and will take it into account as we continue working to improve the shopping experience, especially for our international customers.
We’re also sorry that the sizing and cut of the dresses did not suit you well. Every body is different, and we completely understand that, when receiving an item, the fit may not always be what you expected.
We would like to review your case in more detail and help you in the best way possible, which is why we have requested your information privately. This will allow us to locate your order and assess what happened in a more personalized way.
Thank you for sharing your feedback with us, Cece. We’re truly sorry that this purchase was not satisfactory for you.
Kind regards,
The Polín et moi team 💕
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