Polène Paris Reviews 

I placed an order with Polène on 13 April (Order #X125688) and, weeks later, I have still not received any dispatch confirmation or tracking details.

Customer service has been extremely disappointing. I have contacted them via email and Instagram and only received generic responses about “logistical issues” with no actual update on my order.

The website states delivery within a few working days, yet my order hasn’t even been shipped. There has been no transparency or clear communication throughout this process.

At this point, I would either expect immediate dispatch with tracking or a full refund.

Very frustrating experience, I would advise others to be cautious when ordering if timelines matter.

Horrible service!! Order #S449785 I placed on April 18th! It has been over two weeks. I have not even received a follow up email with tracking. No answer from customer service. Nothing!! I just want my bag.

PROCEED WITH CAUTION!ATTENTION 2 months later No items & No refund from this dishonest/terrible company .
Attention Polene est signalé aux enquêteurs de la répression des Fraudes en France ! VERY UNPROFESSIONNAL
SECOND COMPLAIN❗️POLENE ALERTE DANGEROUS BUSINESS PRACTICE
Buyer Beware! I ordered multiple items from this company in April, I still had not received the missing items. Polene Paris only replying on Trustpilot to cover their lack of integrity . No communication on their social médias or emails about the horrible treatment costumers are experiencing .No Orders & no refund of my $2000 after almost waiting a month. Just notice that negative reviews on IG/Fcbk they remove them. Check for yourself. Look at the pattern of the reviews. If I can save one person from having to go through this nightmare please Shop Smart please! Heartbroken First Time buyer. Where is my Orders? Never egain!
~~~~~~~~~~~~~~~~~~~~~~~~~~~~Je traverse la pire experience client de mon existence. Economies de plusieurs annees pres de $2000 pour acquerir mes sacs de reves. Premiere Commande #W21420 placee en debut avril. Apres dinnombrables courriels a Polene je recois enfin en main propre la livraison dun paquet de la grosseur dune boite de chaussures . le livreur DHL accepte de documente la photo de la boite comme preuve sur leur site attestant larticle manquant car 1 seul sac recu. Jai envoye tous ces documents avec photo a lappui par courriel , messages texte dentreprise sans succes aucune reponse . Ma commande est incomplete et un sac manquant malgre que vous declarer faussement avoir livre le tout .Polene quand allez-vous envoyer cet article ou le remboursement de mes $2000 ? Devrait-on contacter les authorites de protection clients? Extremement triste , degoutee & traumatisee par le traitement inhumain prodigue a une grande majorite de votre clientele! Aidez-nous stp !!!
I am experiencing the worst customer service of my life. I saved nearly $2000 over several years to buy my dream bags. My first order, #W21420, was placed in early April. After countless emails to Polene, I finally received a package the size of a shoebox. The DHL delivery driver agreed to document the box with a photo as proof on their website, claiming the item was missing because only one bag was received. I sent all these documents, along with supporting photos, by email and text message to the company, without success—no response whatsoever. My order is incomplete, and one bag is missing, despite your false claim that you delivered everything. Polene, when will you send this item or refund my $2000? Should we contact consumer protection authorities? I am extremely sad, disgusted, and traumatized by the inhumane treatment of the vast majority of your customers! Please help us!!!

I got scammed by Polene!!!

Recently in March 2026 I made a purchase from their France website and get my order shipped to my location in Asia. Prior the checked out process, Polene state DHL-NO TAXES TO PAY. Upon delivery, DHL requested me to pay for the tax which was initially scheduled by Polene as Duty Prepaid. I contacted Polene and they confirmed the duty was prepaid and I received my tax reimbursement within a week with no issue.

However, In April 2026, I made another purchase and the same Tax issue happened. This time I contacted/emailed Polene with the same procedure as before. It has been almost 1 month and after 10 follow up emails, Polene refused to reply regarding this tax reimbursement. Polene really stole the money now. Imagine how many customers got cheated by this Polene tax reimbursement scheme. I had no choice since they refused to reply my numerous emails for the past few weeks. I am bringing this issue by posting in Trust Pilot about their tax reimbursement scheme.

I placed an order on April 17 and it still has not been shipped. My order still shows as “in preparation”, and I have contacted customer service more than 4 times via email and social media without receiving any response. This lack of communication is very disappointing, especially for such an expensive order. I would appreciate an update on my order as soon as possible.

Horrible customer service. They dont reply to emails about your order. I was looking forward to receiving their bags in singapore. Please do not risk your money and order from them. You may just lost your money with no reply.

No response from customer support despite many phone calls and emails.
Very disappointing and spoils the enjoyment of receiving a new bag.

Under no circumstances order at this shop.
Your order will not be taken better care than the others, your bag will not arrive at the announced time und the quality will be lousy if it finally arrives at least a month late.

The have premium prices but service and quality far below cheaper shops like H&M.
Fun how much faster they respond here than by their official channels where you will noz get an answer for weeks.

They blame it on a temporary issue, but here on trust pilot you can clearly see that this is an issue since a long time.

I ordered a pre order bag that was full paid and should be arrived a week ago. Very hard to reach to costumer services and when I was successfully able to reach them, they basically didn’t do anything to help and till now I don’t have an update nor a tracking number! Super unprofessional!
Update,
Yesterday I received an email telling me that my order that was supposed to be shipped on April 16th will now be shipped on June 26th!! I’m surprised about how unprofessional Polene company turned out to be!
Update
As today, June 23, I cancelled my order as ordered a new one that was supposed to ship on June 15 and off course it didn’t. The thing is they are telling me I even can’t cancel it as it is SLIGHTLY being delayed!!! I’m done with this company and I hope everyone will get to read my review. This company has my money for 6 months in their bank and I have nothing in my hand, the worst experience I’ve ever had.

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.

UPDATE : No news from the Customer Service, but finally got a message from DHL that my bag was in a packetshop close to my house. I got the bag but the whole experience was just extremely bag for a mid-luxury product. I was not extremely pleased with the color of the item but can't bother sending it back to exchange it. Very, very disappointed. I used to be happy with the brand but this one experience just ruined it for me with Polene. So much for merging with LVMH !

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