I made the choice to purchase a bag as a gift. Placing the order was easy and the bag arrived quickly. However it is faulty. There is a hole in it and stiching loose all over it. I have sent multip... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
POLENE extremely unprofessional. I order the bags since 13 July 2026 and until today no shipment was sent. Email customer service more than 30 times, no responses. And only the usual response from... See more
Company replied
Order number X140052 - purchased the Cyme Mini in Textured Camel on 18/07/26. Sent three requests to the support team over the past few days as no update regarding the item being dispatched. Still wai... See more
Company replied
FRUSTRATING EXPERIENCE!! Order #W46509 I was very excited to purchase my first Polène bag, but I’m disappointed with the order processing so far. It’s been over 48 hours since I placed my ord... 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
2.5
Poor
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Avoid this company
Avoid this company. I ordered a bag for my wife on May 15. Polene sent me tracking information the next day. The bag was shipped to Australia, although I live in the States. Fine, these things happen. I contacted Polene to let them know I did not receive the bag, and asked that they send another. They acknowledged the bag had been shipped to the wrong continent, and said they would look into it. It's now been five weeks, and they have not sent me another bag. They also tell me they cannot give me a refund. I have called and e-mailed them repeatedly. The customer-service reps I speak to are always apologetic, but tell me they cannot help me: the issue has been escalated to management, and management alone can decide whether I receive a replacement bag or a refund. But management never gets back to me. Management does not seem interested in ensuring I receive the product I paid for. Again, this has been going on for FIVE WEEKS. I'm beginning to think the whole operation is a scam.
June 26, 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to read about your experience and fully understand how frustrating this situation must have been. We regret the shipping error, as well as the delays you have encountered since contacting us. This is certainly not the experience we wish to offer our customers.
Please be assured that our Customer Service team is doing everything possible to help resolve your situation as quickly as possible. They remain fully mobilised and are working closely with the relevant teams to ensure your request reaches a resolution as soon as they are able.
Thank you for taking the time to share your feedback. We truly appreciate your patience and hope to restore your confidence in Polène.
Have a lovely day,
Polène
I love the Polène Numero Dix Raffia
Beautiful bag, really stunning. The quality of the leather and raffia are outstanding. It is almost unbelievable that you can get a luxury bag like this for that price. Really recommend shopping at Polène Paris!
June 3, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your lovely review.
It is a pleasure to know that your experience with Polène has been a positive one. Your trust is invaluable to us, and we are grateful that you chose one of our creations.
Have a lovely day,
Polène
Superb bags
This is my second polene bag, superb leather and craftsmanship, very high quality and design at reasonable prices. I have received so many complements on my bag. The delivery is so quick and packaging is great. Can’t recommend highly enough…. Love love love
June 26, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful feedback.
We are delighted to know that your experience has reflected the quality and care that guide our Maison. Your confidence in Polène is greatly appreciated, and we thank you for sharing your impressions.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your wonderful review.
Your kind words are sincerely appreciated and serve as a wonderful source of encouragement for everyone at Maison Polène. We hope your creation continues to bring you joy for many years to come.
Have a lovely day,
Polène
TheExceptional Quality from Start to Finish purchasing process on Polène's…
The purchasing process on Polène's website was incredibly easy and seamless. The website is beautifully designed and lets you see every detail of the product, almost as if you were looking at it in the store.
Shipping was very fast, and the bag arrived beautifully packaged, making the whole experience even more enjoyable.
As for the bag itself, it's absolutely stunning. The craftsmanship and quality are exceptional, and every detail feels thoughtfully made. Without a doubt, it's one of the best purchases I've ever made
May 22, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your experience with us.
We are grateful for your confidence in Maison Polène and are pleased to know that your creation has brought you satisfaction. Your support means a great deal to our teams.
Have a lovely day,
Polène
Beautiful designs
Beautiful designs, fine quality, great making of all items. Reliable overseas delivery. Prompt service! Love it
June 26, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your kind review.
We are delighted that your experience with Maison Polène has met your expectations. Your trust and thoughtful feedback are truly appreciated and encourage us to continue creating pieces that will accompany you over time.
Have a lovely day,
Polène
the Numéro dix- Galop is fantastic
I preordered the Numéro dix- Galop in cognac in February 2026. The original shipping date was for May 15. I was notified that there would be a delay and received a second notification that they were making progress, but another delay. I received the bag today, June 25. The bag is fantastic. Absolutely beautiful and more than I expected. The craftsmanship, the leather and the design are just beyond my expectations. This was well worth the wait. Customer service: Polene communicated with me, without me reaching out which I appreciated. Polene added a cute leather book charm to my delivery which was such a lovely touch. I would absolutely buy another bag from Polene. This is my second bag and both bags have been of excellent quality. I am a very happy customer.
June 25, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you so much for taking the time to share your wonderful experience and for your continued trust in Polène. We are delighted to know that your new creation has exceeded your expectations and that the craftsmanship, materials, and design have brought you such satisfaction.
We truly appreciate your kind words regarding the care and attention provided throughout your experience. It is always our pleasure to accompany our clients with thoughtfulness and ensure each interaction reflects the values of our Maison.
Thank you again for your loyalty and enthusiasm. We look forward to welcoming you again and continuing to be part of your journey with Polène.
Have a lovely day,
Polène
I ordered 2 leather flowers
I ordered 2 leather flowers. The order and delivery process was faultless. The flowers exquisite.could not be happier. Everything exceeded all expectations.thank you everyone concerned.
May 30, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your wonderful review and for taking the time to share your experience.
We are delighted to hear that your order and delivery experience were seamless, and that your leather flowers exceeded your expectations. Your kind words are a beautiful encouragement for our teams, who put great care into every creation and every client experience.
Thank you again for your trust and support.
Have a lovely day,
Polène
Visited the London Shop
Visited the London Shop. The bag is not available in the color I want. But I get to try and feel them myself. I had it delivered to me. (US) The package arrived really fast, too! I love my bag, so classy and elegant. I just hope they also sent a paper to go with the box. But over all I am satisfied and very happy with my purchase.
June 14, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your wonderful feedback.
We are honoured that you chose Maison Polène and are delighted to know that your experience has brought you satisfaction. Your kind words are deeply appreciated and inspire us to continue offering the level of quality and care our clients expect.
We wish you many years of enjoyment with your Polène creation.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your positive review.
Knowing that your experience has met your expectations is truly rewarding for our teams. We sincerely appreciate your trust and thank you for choosing Maison Polène.
We hope you continue to enjoy your creation.
Have a lovely day,
The shopping assistant was great and…
The shopping assistant was great and very patiently while I was shopping. The products are so beautiful and of a very high handcrafting standard. I love Polène!
May 25, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your kind words.
We are delighted to know that your experience has reflected the care and attention we strive to bring to every creation. Your feedback is greatly appreciated and motivates us to continue pursuing excellence.
Have a lovely day,
Polène
Cyme mini
This is already my third bag from Polene and I couldn’t be happier. The quality is always outstanding: excellent craftsmanship and great attention to details. I’ve been using my first bag (Numero Un nano) for over five years and it still looks almost brand new.
The delivery was also very fast and convenient. Overall, a fantastic experience every time.
June 25, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to leave such a lovely review.
We are grateful for your confidence in our Maison and are pleased to know that your experience has been a positive one. Your support means a great deal to us.
We look forward to accompanying you again in the future.
Have a lovely day,
Polène
The bag is beautiful and good quality
The bag is as promised, good quality and the delivery worked very smoothly
June 1, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your feedback. We are delighted to know that your experience met your expectations and that you are pleased with the quality of your bag.
We are also happy to hear that your delivery experience was seamless. Your satisfaction is at the heart of everything we strive to create, from our pieces to the service that accompanies them.
We sincerely appreciate your trust and hope you will enjoy your Polène creation for years to come.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for your lovely feedback.
We are delighted to hear that you appreciate the design and quality of your Polène creation. Your kind words are a wonderful recognition of the care and craftsmanship dedicated to each piece.
We sincerely appreciate your trust and are grateful to have you as part of our Maison’s journey.
Have a lovely day,
Polène
Awesome purchase experience
Awesome purchase experience. Fast delivery and excellent quality of products 👍
June 25, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind feedback.
We are delighted to hear that you enjoyed a seamless purchasing experience and that both the delivery and the quality of your creation met your expectations.
We sincerely appreciate your trust and thank you for choosing our Maison.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for sharing your feedback with us.
We are delighted to hear that you love your bag. We are, however, sorry to learn that your wallet was missing from your order.
We kindly invite you to contact our Customer Service team at contact@polene-paris.com so that we can look into your order and assist you as quickly as possible.
Have a lovely day,
Polène
Beautiful design and craftsmanship at a…
Beautiful design and craftsmanship at a value proposition.
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind feedback.
We are delighted to know that you appreciate the design, craftsmanship, and overall value of your Polène creation. Your thoughtful words are a wonderful recognition of the care devoted to each piece.
Thank you for your trust and support.
Have a lovely day,
Polène
Expert craftsmanship
Expert craftsmanship. Did not disappoint. Far from it, actually.
April 7, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your experience with us.
We are delighted to hear that your expectations were not only met but exceeded. Knowing that you appreciate the craftsmanship behind your creation is truly rewarding for our Maison.
We sincerely appreciate your trust and thank you for choosing Polène.
Have a lovely day,
Polène
Beautiful bag!
I absolutely love the bag. It is elegant, well-made, and perfect for me. Thank you for such a great product..
May 11, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you so much for sharing your experience.
We are delighted that your Polène creation has lived up to your expectations. Your feedback is truly appreciated and serves as a wonderful encouragement to all of our teams.
We hope you continue to enjoy it for years to come.
Have a lovely day,
Polène
Love my Polene bags
Love my Polene bags. Each piece feels intentional and structured. The quality is unmatched, and every time I buy a Polene bag, it feels as if I am collecting.
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your generous review and for placing your trust in Maison Polène.
We are pleased to know that your experience has been a positive one. Your satisfaction is at the heart of everything we strive to offer, from the creation itself to the service that accompanies it.
Have a lovely day,
Polène
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