Polène Paris Reviews 

Great service from start to finish, my bag arrived quickly and even nicer than expected, can’t wait to add to my collection

The bag I bought for my daughter just arrived. It looks beautiful, and the delivery was lightning-fast! 😍

I returned an unworn and undamaged bag, carefully packed in its dust bag, original box and an outer shipping carton. I have photos taken immediately before shipping and two witnesses who can confirm its condition and proper packaging.
Polène nevertheless refused the refund, claiming the bag had been damaged due to “inappropriate handling and packaging.” However, the photos they provided do not clearly show any actual damage to the bag itself, nor did they provide evidence of the condition of the outer shipping carton upon arrival.
Despite several attempts to resolve the matter, Polène simply relied on its own internal assessment and is now even asking me to pay additional shipping costs to get the bag back.
Very disappointing customer service, especially considering I had purchased three bags from Polène within the past year.
I complained to the European Consumer Centre online

After a month of owning my bag, The leather started to bubble in multiple areas. I contacted customer service and it took them 1 month to respond. And now Polene will not do anything about it. They first said they didn’t know if it was my fault or a factory defect and since they can’t determine the cause, they can’t help me. After another month going back and forward, they still say they can’t help me and will not do anything about the defects on the bag. I will never purchase another bag again.

Urgently trying to follow up on my Order #1059. No update or notice of shipment since my order. No response to my numerous emails. Money taken in full. This is completely unacceptable. Very unhappy with the lack of communication & delivery status update.

Not sure why this is in Spanish but my experience with Poléne and our local courier in SA was amazing nothing to compla8n about would recommend you to clients.

I never have or had doubt on design of polene bags.leather is perfect.designs are incredible.but online service could be better.

Fantastic product. Excellent packaging. Express delivery.

Horrible. Don’t buy. I received my bag with defects. Horrible customer service.

I strongly advise potential customers to think twice before purchasing from Polène.

From the very beginning, my experience was disappointing. The delivery was slow, and after receiving the bag, the problems only continued. I paid around €450 for a handbag that I wore fewer than 10 times, yet it started transferring colour onto my clothes and the stitchings began coming apart.

What is even more unacceptable is that the entire complaint process has taken around two months. After weeks of emails, explanations and repeatedly providing all the requested information, Polène still refuses to accept the return of a defective product and instead keeps proposing repairs or replacement of individual parts.

For a brand that presents itself as premium, this level of product quality and customer service is simply unacceptable. Customers should not have to spend two months fighting to resolve a complaint.

Overall, this has been an absolutely terrible and exhausting customer experience that, in my opinion, does not even deserve one star. A luxury image means nothing without quality, accountability and proper customer care.

Based on my experience, I will never purchase from Polène again, and I strongly recommend that others think very carefully before ordering from this brand.

Good Products

Wrong item delivered – 18 days without a return label or human support

I ordered a Numéro Neuf Mini, but Polène delivered a completely different bag.

I reported the mistake immediately on 4 August, provided photos, and their AI assistant Pia confirmed that I would receive a prepaid return label and that the correct bag would be sent after the wrong item was returned.

It is now 22 August – 18 days later – and I still have no return label and no actual solution.

I have contacted Polène repeatedly, explicitly asked to speak to a human customer service representative, and submitted another formal complaint through their contact form. I continue to receive automated responses telling me that my request has been received and that I should wait.

I am completely willing to return the incorrect bag, but Polène has not provided the promised means to do so.

For a brand in this price range, it is extremely disappointing that a simple fulfilment error has remained unresolved for almost three weeks and that it appears to be nearly impossible to reach a human customer service representative.

I hope someone from Polène will finally review my case and provide the promised prepaid return label.

BEYOND frustrated with Polene 'customer service'. I ordered a bag and accessory in mid July. Order processing/shipping notification took several weeks (ok, but Polene should be transparent about timing). When my order arrived in the US, it went into a "Customs Hold" status. Apparently documentation was not submitted properly. I DID receive a canned note from Polene stating apologies and all issues would be addressed by their team, I would receive my order shortly. BUT, then I started to receive daily documentation requests from their shipping agent. I sent daily emails/chatbot updates to Polene : my order would be sent back to the shipper if issues were not resolved in a week, more documents needed etc. The final straw was a request for my SSN. I noted to their shipper, I would not fill out the form with private info since they were a 3rd party, furthermore what was the justification as all details were to be addressed by Polene at point shipping. I have NEVER encountered such issues before. Again tied Polene email & chatbot, same results as others - crickets. My order has been sent back, accompanied by several emails/chats to Polene stating dissatisfaction and I would like to have my order resent properly. NO ANSWER or ACKNOWLEDGEMENT of the request. I would REALLY like my bag, but is it worth the effort.

I’ve purchase my Beri bag on 16/08/2025. I wore twice since buying it. I got it out of the dust bag to use on 10/08/2026 and I noticed that the hardware started to discolour (brass colour) the discolouration is in a symmetrical pattern on both end of the clasps, which made me think there is something wrong with the metal underneath the surface coating.
Since the bag is in pristine condition and within the 2 year warranty, I contacted customer service. Pia replied to me within minutes which was promising, and requested some information. I have provided everything they asked for and since then it’s been RADIO SILENCE. I have chased twice to ask about the timeline we are looking at to get a resolution but nothing, I got ignored!
I have been reading the reviews on Trustpilot and seems like this is common practice for Polene. This is so poor. I bought three bags from them and definitely this is the last transaction I will have with this company. AVOID!

I have copied people in their leadership team and then they started replying. So update below about ongoing conversation:
Although Pia from customer service asked what resolution I’d like in which I said a replacement or refund. I had Yumi emailing me since then first suggesting a repair service for $50. This service includes taking the bag off me and sending it to Spain for repair that can take 6-8 weeks. I thought it’s outrageous so I replied to questioning their offer as my bag is within warranty and that a repair that will take months wasn’t something I asked for initially. They got back to me to say ok we will take off the $50 fee as goodwill. I went bag to them to say that you gave me a choice of what I want as a resolution and you’re just ignoring it. Anyways lots of going back and forth and they won’t replace or refund me for the bag and they can have their crappy bag back. I looked up French law and it clearly states that 6-8 weeks repair is not a reasonable option. This company is a scam and has such a poor customer service and quality products so I would avoid it if I were you!

I purchased a Polène handbag that unfortunately did not meet my expectations. When I decided to return E311654, I encountered an incredibly frustrating experience.

It has now been over a week, and I still have not received the return label, despite the website clearly stating that it should be provided within 1–3 business days. I contacted customer support multiple times, but the responses were completely unhelpful—just generic AI-generated messages that did not address my issue or provide any real assistance.

For a brand positioned as premium, the level of customer service is extremely disappointing. The lack of communication and support has turned what should have been a simple return process into a stressful and time-consuming ordeal. I am genuinely shocked and disappointed by this experience and would not feel confident purchasing from Polène again.

Words are to little to express the feeling

⭐ UPDATE — 20 AUGUST 2026
Three weeks of "investigation" — still no handbag, no refund and no resolution.
I am updating my review because Polène's handling of my case has become completely unacceptable.
My handbag, purchased from Polène's Regent Street boutique for £420, was sent to Polène for repair. Polène then arranged for it to be returned to me through DHL.
DHL marked the parcel as delivered.
I never received it.
The delivery address was correct. I was at home. I did not sign for the parcel, I did not authorise anybody else to sign for it, I checked with my neighbours, and I have no concierge or reception service. The proof of delivery does not show my building.
I reported the non-delivery immediately.
After repeatedly trying to obtain assistance, I eventually reached a Polène team lead who confirmed on 5 August that she had opened an investigation with DHL and would personally handle my case.
On 14 August, I was told that the matter was being transferred to the management team, who would review my case and "possibly give me a different solution."
Today is 20 August.
Still nothing.
No investigation reference number.
No meaningful update from DHL.
No information about what DHL has actually established.
No management representative has contacted me.
No handbag.
No £420 refund.
At this stage, I have to ask a very simple question:
If the DHL investigation was opened weeks ago, why can Polène still not provide me with an investigation/claim reference number or any substantive update whatsoever?
I am asking Polène to provide evidence that the investigation they repeatedly refer to is actually progressing.
I have been incredibly patient and have cooperated with every request made of me.
Instead, I have experienced automated/AI-generated responses, prolonged delays, difficulty reaching a human representative, and even problems when trying to contact the company through Instagram.
I am now formally demanding that Polène: REFUND MY £420.
I have had enough of apologies, generic assurances and statements that my case has been "shared internally".
I need a resolution.
Case reference: SAV_REP_X87057

Potential customers should think very carefully about not only the quality of the product they are buying, but what kind of after-sales support they can realistically expect if something goes wrong.

Hi Polène Support Team,This is my final inquiry regarding the replacement strap you promised in your email on August 8th.All required proofs, including the Tokyo store receipt and defect photos, were already provided and verified by your team. It has been nearly two weeks, yet I have received no shipping confirmation or DHL tracking number.Furthermore, your social media team has been repeatedly deleting my comments on Instagram instead of addressing this ongoing issue. This level of customer service is completely unacceptable for a luxury brand.Please escalate this email to a manager and provide my DHL tracking number within 24 hours. If I do not receive a response with the tracking details, I will immediately escalate this matter by posting a formal complaint on Trustpilot and sharing this experience on Google Reviews for the Tokyo flagship store.I expect your immediate action.Regards,

I would give zero stars if I could!
I left a review on 6 August regarding a faulty bag and ZERO response from Polene for THREE weeks! I wanted to provide an update … THERE IS NONE!!! The issue is still not rectified! I had contact with a customer service representative two weeks ago and again … SILENCE!
AVOID AVOID AVOID POLENE!!! I will NEVER EVER purchase again!!

ORDER A BAG WORTH £400 AND NO BAG AND RESPONSE FROM CUSTOMER SERVICES

I trusted a luxury brand with a fantastic reputation and ordered a bag on pre-order. I have not received the bag, I have emailed polene regarding Order X138714 and have received a response asking for the pre-order date - I responded back and then nothing. I have sent 2 emails chasing for an update and NOTHING - can someone at Polene please get back to me - I am so disappointed with the service received.