Polène Paris Reviews 1,932

Dear Polène Customer Service,

I am writing regarding my return (Return ID: E288947, Tracking Number: 9243513241), which has been marked as received in your warehouse since April 9th, 2026.

Despite my previous emails and follow-ups, including my last message sent on 09/05/2026, I have still not received any substantive response, refund confirmation, or clear update regarding the processing of my return.

According to your stated return policy, refunds are normally processed within 3–15 business days after receipt at your logistics hub. More than one calendar month has now passed since the item was received, which clearly exceeds the maximum timeframe communicated in your policy.

Furthermore, under Article 13 of Directive 2011/83/EU on Consumer Rights, applicable to distance sales within the European Union, traders are legally required to reimburse all payments received from the consumer without undue delay and no later than 14 days from the day they are informed of the consumer’s decision to withdraw from the contract. Once the returned goods have been received, there is no legal basis for excessive or indefinite delay in processing the refund.

At this stage, the continued lack of resolution and communication constitutes a failure to comply both with your own published return policy and with your obligations under European consumer protection law.

I therefore request:
* Immediate confirmation of the refund status
* Written confirmation of the exact refund processing date
* Completion of the refund without any further delay

Please consider this email as a formal final notice prior to escalation.
If I do not receive a satisfactory response within 3 business days, I will proceed with:
* filing a formal complaint through the European Consumer Centre (ECC-Net),
* initiating a dispute/chargeback procedure with my payment provider,
* and submitting a complaint to the relevant consumer protection authorities for non-compliance with EU consumer legislation.

I expect your immediate attention to this matter.

Kind regards,
Despina Hatzikonstantinidou

The purchase of my bag was great. My husband bought a bracelet for my birthday, and it’s too small. We have reached out many times to exchange for a larger size but have been ignored by customer service.

If there is a zero star, I would like to give them zero rather than 1 star !
I bought my bag Numéro Un since december 2024, after 7 months, July 2025, the leather of the handle started to peel. I sent it to Spain to repair, it took 2 months! And after 4 months using it, this happened again! I sent it again to repair since their reception on 11/03/2026, it is 2 months, I do not have any news about my bag. The company doesn’t care about their customers! There is no customer service after sales.
One word to describe this mark: DISAPPOINTED!
Anyone intends to buy bags from Polene, should consider all the comments that customers have experienced.

Easy to order and quick delivery! Beautiful well made bags absolutely love mine and so does my daughter.

I feel cheated. I made a return,they confirmed by emailing me but not have refunded my money yet.
Now the phones don’t work and not replying to my emails .

I love my wallet but I wish it had some sort of wallet band that would allow me to carry it without a pursue or fear of dropping it . I love the the material and design, its absolutely beautiful otherwise

Dear Polene team
I live in South Africa, and I have ordered 7 of your bags online already, and also purchased 2 of your bags in your Paris store in 2024. I LOVE your bags, and the online order and delivery process was always exactly 5 days from placing the order - this is fantastic as the bag needs to travel via various airports. Thank you! I think I am your most loyal customers. I love your latest release the nano CYME. I think it is my favourite.

High quality leather. Trendy style. Easy online shopping.

I ordered bag for my friend. It was super well packed, perfectly made and extremely good looking. Thanks once again.

The materials of the bag is a very low quality. The price of the bag is not worth it. The closure of the bag doesn't work well, stitching are odd, the handle is really in a bad condition. In short, it's a scammed bag!!!!

I send you an email trying to send back Mokki mini bag. Never got the answer. The bag is small, unusuable for every day use, and after 2 wearing has a scrathes on the button. Very, very bad.

Everything is OK. Fast delivery. An amazing bag , I love it ❤️

Great products, easy to use the web site, quickly shipping!

Delivery was extra fast, didn't expect to receive my order so soon. Love my new bag.

I absolutely love your products. Beautifully made. I have just bought a stunning tan tote and will be purchasing again very soon.

Fast and perfect

I bought a purse. I never heard anything about shipping of the purse. I contacted you and asked you when are you planning on shipping the purse. You replied that you are too busy for responses and will reply later. you still have not replied, and I still do not have my purse. It’s pretty outrageous, perhaps you should refund my money since you’re not planning on sending my purchase to me?

Fabulous bag, quick delivery & intentionally packaged beautifully!

How quickly the order came, and how well it was packaged. I’ve made several orders and was happy with delivery each time. I should note in one order because it was over$800. I was charged a $140. Import tax I wasn’t aware of. And in one order the box was torn. The product however were of superior design and quality each time.

The design of the pieces bought are unique and the quality is high. Couple that with quick delivery and fair price and you have a five star experience