Polène Paris Reviews 1,800

I ordered a bag on april 16 (order number: W23082). I talked to them the following week to provide me with a tracking number, and they said they will send it by Friday.

Yet, nothing is received. I tried emailing and calling them multiple times, yet no luck.

If i dont get an answer, I will have to a file a dispute with my credit card company.

Absolutely horrific service.

They sent me a bag with a scartch on it. I returned the bag to them. They didnt sent me a new bag or return money to me. Doesnt even answer to my email anymore. Think seriously should you buy their bags...

I ordered a bag on March 26th, hoping to have it for a trip starting March 31st... well it did not arrived despite the 5 days delivery promised on the site. I had another trip on April 15th, still no bag. Finally I get a notice on April 23rd that my bag will be delivered on April 27th. Turned out, the delivery arrived without notice mid day on the 24th while I was out, and I got a note that they missed me and the package is ready to be picked up at a packstation.... 150KM FROM MY HOUSE !

Is it a joke ?

I liked the brand but will absolutely never ever order from them again (and I am in Europe, in a country sharing a border with France).

Hope to receive my bag at home, one day.

Customer service was contacted several times and them never got back to me.

Good morning.

My name is Víctor Carratalá. I’d like to share my terrible experience with Polène.

On Friday 17 April, I placed an order on their website (order W23314). I opted for express delivery, for which I paid €9.

As I hadn’t heard anything about the order (apart from the confirmation), on Tuesday 21 April I sent them several emails to enquire about the status of the order. When I received no reply, yesterday I also sent them a message via Facebook and TikTok. They haven’t even bothered to reply. Mind you, they’re very quick to charge for the order (they’d already charged me the very next day).

I’m absolutely fed up with this brand’s incompetence. From what I’ve seen in the comments, it’s very common for them to use logistical problems as an excuse to justify their constant and habitual delays. But when something is this recurrent, the problem lies elsewhere. If they don’t reply to me shortly and sort out my delivery, I’ll have no choice but to take the appropriate legal action.

Firstly I can’t complain about the bag I bought….it’s just too small & just wish to return said item…..
followed their advice and input my information required to get a red notification ‘order is being processed’ even though I had received my item - so I re-entered again to than get notification ‘order number not recognised’ I have sent numerous emails to customer services with NO response for 8 days to than get an email saying my issue has been solved!!!!!
I have been sending emails everyday since…
I called their number provided via their web site to be on hold for 15mins to than be sent to a voice mail…

I’m beginning to wonder if I have actually been scammed by this Company…

Very disappointing customer service experience.

I received my order over a week ago (delivered via DHL with proof), but in their system it still appears as “in preparation”. Because of this error, I am unable to request a return within the allowed period.

I have contacted customer support multiple times and only received automated responses saying that my requests were “merged”, without actually resolving the issue. No real assistance has been provided.

It is unacceptable that a system error on their side prevents customers from exercising their right to return, while support fails to take responsibility or offer a solution.

I expected much better from this brand.

Do not buy a polene bag sent a email about 5 days ago about a faulty bag no response. No contact number either to ring the store in London terrible customer service. Save your money and buy a bag with better customer service.

I have been trying to get a copy of an invoice since the 14th of april and so far no reply to any of my emails. I only get automatic messages both from email and from the "live chat".

I sent the below email shortly after receiving my handbag.
I received my Mokki handbag about two weeks ago and only switched over to using it a week ago.
Yesterday, with less than a week of use the handbag closing clasp broke off of the top part of the flap leaving it unable to close properly.
The gold "button" completely came out of the leather.
This is my first purchase from Polene, I love the handbag but am very disappointed that after such little use this happened.
Please let me know your warranty and procedure for this situation.
Ideally, I would like to return the handbag at no charge and have a replacement sent out to me immediately.

I received feedback that it would take 6 to 8 weeks to repair which I felt was to long of a timeline. I then spoke with customer service who said they would send me a prepaid label for a exchange. I never received the label. I have called multiple times and sent multiple emails. The customer service line now refers you to the email with out anyone answering and the emails are not being responded to in over a week.
This was a total purchase of $1000 for a wallet and handbag that I am now not able to use. I am extremely disappointed in the lack of communication and frustrated with not being able to resolve this issue.

I made a huge mistake by ordering online. I ordered 3 bags and one of them is defective as the color peels off. Mind you, the people of the customer service people are trained like bots repeating the same script they were told to and do not use their brain!! Very frustrating. In addition to that the contact form is not replying as it has been weeks already and I have already sent 2 reminder.

in love with my new bag, friendly service, very good experience

Placed an order on 11th April, said that pre order article- will be dispatched on 17th April.
Nothing yet.
Tried to email, left a web form, messaged their instagram and facebook, no response.
Terrible service.

Do not buy! Some of the worst customer experience I’ve dealt with. You’d think for the prices they are charging that their customer service would be available during standard business hours…

Edit: I still haven’t received a refund and their customer service is not replying. I will be proceeding with a chargeback as this is very simply fraudulent behavior. The order was cancelled, not even shipped out, so there should be no problem with a timely refund.

Very bad! Order Cancelling after 1 minute from placing the order wasnt allowed! They dont care about their costumers!

I placed an order on March 17 with an estimated delivery timeframe of 5 days. Over one month later, the order had still not been shipped, with multiple emails left unanswered and no clear information provided regarding its status.

After multiple follow-ups via email and through the official website, I was explicitly informed on March 31 that the parcel had “already been prepared and was about to be shipped,” and that no changes could be made. This turned out to be completely incorrect and misleading.

I was later informed that the order had never been shipped at all due to a logistics failure on their side. As a result, the original order had to be abandoned and a completely new order was created under a different order number.

This means that I was previously refused a simple color change based on information that was not true, while in reality the order had not even been dispatched.

Throughout this process, communication has been consistently delayed, with multiple follow-ups required just to receive basic updates, and several messages left unanswered across both email and the official contact form.

At this point, the issue is no longer just the delay. A delay of over one month for a European delivery is already excessive, but providing incorrect shipping information and handling the situation in this way reflects a serious lack of coordination and reliability.

Order reference: E287900 / E292500

Polene is one of my favorite brands and I have been buying bags from them online for a few years now. My last order had an issue and had to make a lot of noise on their instagram to get their attention in resolving it. I decided not to write a negative feedback then. There seems to be alot of negative comments on their post lately which they have been ignoring or deleting.

I pre-ordered The Galop edition in Jan 2026 and paid for shipping. It was supposed to be shipped yesterday. Customer support who had been responding to me on my queries related to purchasing new bags and mentioning that Galop edition delivery is on track have stopped responding all of a sudden. This brand is loosing their reputation due to poor service and they keep posting on social media as if nothing is going wrong. Wondering if anyone has taken any legal action against the brand for negligence.
My order no is N34604, paying €559 for a bag and to be left with no support is unacceptable and the shopping experience has been awful!

Update: I only received an update mentioning delays due to logistical issues. No details on timelines even though I asked repeatedly. They don’t allow you to cancel the order and provide a refund as well.

Returned an item. But it’s stuck at Sevilla Depot because Polene will not pay the import fees. This had been ongoing since April 8th. Reached out so many times to polene via email, chat, phone. Finally someone replied on chat and they said they would ensure this is dealt with immediately and nothing. I’ve never had to deal with such incompetent slow and lack of communication customer service in my life. Polene needs to seriously look at their customer service care department as this is entirely unprofessional. Polene if you see this rectify this issue urgently. DHL has tried contacting you several times. No one is responding.

Edit: I have contacted you 10 different times and each time an agent has said that the issue will be resolved. In fact DHL notified me that you have refused the parcel and refused the return. I have started a charge back. It took days of trying to reach out to you to get a response. Also Polene closed all my chats with agents and marked the issue as resolved. When it’s not. Highly unprofessional and scammy behaviour. I have purchased 11 bags from Polene 3 alone this year. This was my first return of being a customer since the beginning. I will not shop at Polene again due to your unfair practices. You have lost a long time and loyal customer.

Avoid! Hidden fees and refusal to honour legal cancellation rights
I am extremely disappointed with my experience. I ordered a bag for £449, only to discover "hidden" taxes and handling fees that were not clearly disclosed at checkout. This is a direct breach of UK price transparency laws.
I sent a formal email to cancel the order just 15 minutes after placing it. Despite the bag still being in their warehouse and not yet dispatched, the company has spent the last 3 days refusing to cancel. They claim it is "too late" because the order is being "prepared," which is legally incorrect. Under the UK Consumer Contracts Regulations 2013, I have an unconditional right to cancel a distance order, and my cancellation is effective from the moment the email is sent.
They are now trying to force me to wait 15 days for a delivery I have already cancelled, just so I can "refuse" it and wait even longer for a refund. Because of their refusal to follow British law, I have now been forced to escalate this as a formal dispute/chargeback with my bank.
Save yourself the stress and shop elsewhere. A company that hides fees and ignores statutory consumer rights is not one you can trust.
REPLY
I would like to reiterate that I exercised my right to cancel just 15 minutes after the order was placed on Sunday. This was well within your official 1 hour cancellation window as stated in your Terms and Conditions. Although your team did not respond to my request until the following day, my request was made immediately and several days before the item was actually shipped.

Great product

amazing experience