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 ar... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Honestly really disappointed. I placed order X126579 on 20 April and since then… nothing. No updates, not shipped, and no replies to my emails. I even tried reaching out on Instagram and my comme... See more
Company replied
When I ordered my bag (order E295685) it was promised to be deliverd within 5 days. One week later and I still haven't received any information, no tracking link, it's not even send yet... Since my or... See more
Company replied
My experience with Polene this time has been terrible. I ordered the Mini Mokki bag and it came defective. I initiated a return several weeks ago and still haven't received a shipping label. I keep e... See more
Company replied
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
2.6
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 89% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Perfect bag made with love
I ordered bag for my friend. It was super well packed, perfectly made and extremely good looking. Thanks once again.
May 10, 2026
Unprompted review
Reply from Polène Paris
Hello Elena,
Thank you very much for your positive review.
We are truly pleased to hear that you enjoyed your experience with Polène, and we greatly appreciate your support and trust in our Maison.
Warm regards,
Polène
The materials of the bag is a very low…
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!!!!
January 5, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in our response and for the disappointment you have experienced.
We are sorry to hear that the product has not met your expectations in terms of quality and functionality. This is not the experience we aim to provide.
Please be assured that your feedback has been taken seriously and your message has been forwarded to our customer service team for further review so that your case can be properly assessed and an appropriate solution considered.
We remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
I send you an email trying to send back…
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.
March 12, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in our response and for the inconvenience you have experienced.
Please be assured that your message has been received and our customer service team has already provided a response regarding the return process and available next steps.
We remain at your disposal should you require any further assistance and will be happy to support you with your request.
Have a lovely day,
Polène
Everything is OK
Everything is OK. Fast delivery. An amazing bag , I love it ❤️
May 10, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for taking the time to share your experience with us.
We are delighted to know that your experience met your expectations and truly appreciate your kind words. Your support means a great deal to our Maison, and we hope you continue to enjoy your piece for many years to come.
Kind regards,
Polène
Great products
Great products, easy to use the web site, quickly shipping!
February 2, 2026
Unprompted review
Reply from Polène Paris
Hello Andrea,
Thank you for your wonderful feedback.
We are truly pleased to hear that you enjoyed your experience with Polène. It is always a pleasure to know that our creations and service have brought satisfaction to our clients.
Warm regards,
Polène
Delivery was extra fast
Delivery was extra fast, didn't expect to receive my order so soon. Love my new bag.
March 11, 2026
Unprompted review
Reply from Polène Paris
Hello Karina,
Thank you very much for taking the time to share your experience with us.
We are delighted to know that your experience met your expectations and truly appreciate your kind words. Your support means a great deal to our Maison, and we hope you continue to enjoy your piece for many years to come.
Kind regards,
Polène
I absolutely love your products
I absolutely love your products. Beautifully made. I have just bought a stunning tan tote and will be purchasing again very soon.
May 10, 2026
Unprompted review
Reply from Polène Paris
Hello Jen,
Thank you very much for your positive review.
We are truly pleased to hear that you enjoyed your experience with Polène, and we greatly appreciate your support and trust in our Maison.
Warm regards,
Polène
Reply from Polène Paris
Hello Adam,
Your kind words mean a great deal to us — thank you for sharing your experience.
We are thrilled to know that your experience met your expectations and hope to continue accompanying you through future moments with Polène.
Kind regards,
Polène
I thought I bought a purse
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?
May 1, 2026
Unprompted review
Reply from Polène Paris
Hello Paulina,
We sincerely apologize for the delay in communication and for the frustration caused by this situation.
We can confirm that your order has now been successfully delivered. We understand your concerns regarding the lack of updates and truly regret the inconvenience this experience may have caused.
We hope that despite this difficult experience, you are enjoying your bag and that it meets your expectations.
Please do not hesitate to reach out if we can assist you further.
Have a lovely day,
Polène
Fabulous bag
Fabulous bag, quick delivery & intentionally packaged beautifully!
March 27, 2026
Unprompted review
Reply from Polène Paris
Hello Caitriona,
Thank you sincerely for your thoughtful feedback.
We are delighted that your experience with our Maison has been a positive one and truly appreciate your trust and support.
Warm regards,
Polène
How quickly the order came
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.
February 14, 2026
Unprompted review
Unique and high quality
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
April 24, 2026
Unprompted review
Reply from Polène Paris
Hello Lila,
Thank you for your kind message and for choosing Polène.
We are very pleased to hear that you enjoyed your experience with us and hope that your piece will accompany you beautifully for years to come.
Kind regards,
Polène
Polene perfection
Shipping was efficient and the bag arrived in perfect condition. I am enjoying my camel mini Mokki very much! I love the unique design and it accommodates my every day essentials.
February 18, 2026
Unprompted review
Reply from Polène Paris
Hello,
We truly appreciate you sharing your experience with Polène.
It is always rewarding to receive such positive feedback, and we are delighted to know that both our products and service met your expectations.
Warm regards,
Polène
Another bag from Polène in my…
Another bag from Polène in my collection, the quality is still very good.
March 12, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your feedback with us.
We are delighted to know that your experience with our Maison has been a positive one. Your support and appreciation truly mean a great deal to us.
Kind regards,
Polène
Follow up review - no progress made
This is my second review on this order as it’s the only way to get the company to respond. I preordered a Mokki mini on 15th March for shipping 16th April. Polene took the money from my account as soon as I ordered and not at shipping. When the bag arrived it was smaller than I expected and I returned it immediately. It has been marked as being in the warehouse since 16th April (it arrived earlier than originally scheduled - the only good thing about this order) yet I am still waiting for my refund. I’ve had one generic reply from customer services which stated that a refund should be processed up to 15 days after the return reaches the company - this reply was dated more than 15 days after the item reached Polene’s warehouse. The reply was more than a week after my email was sent to them and was followed up by another generic email asking for feedback as my query had been resolved. I won’t be dealing with this company again. If I could give no stars I would.
May 9, 2026
Unprompted review
Reply from Polène Paris
Hello Irene,
We are truly sorry to read about your experience and sincerely regret both the delay in your refund process and, most importantly, the delayed responses you received from our customer service team. We fully understand how frustrating and disappointing this situation must have been.
As explained by our customer service team, refunds do require a processing period once the returned item has been received and validated. However, we completely understand your concerns regarding the delays and the lack of clear follow-up throughout the process.
Please rest assured that our team remains fully mobilised and will continue monitoring your case closely until the refund has been fully processed and resolved.
Thank you for your patience and for sharing your feedback.
Have a lovely day,
Polène
After 3 weeks with no shipping…
After 3 weeks with no shipping confirmation attempted to contact customer service. Phone number only to a recorded message that they are not available. No response to email. No response via social DMs. But yet credit card charge has processed.
May 8, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in our response and for the inconvenience caused by the lack of updates regarding your order.
We understand your concern, especially given the absence of communication through different channels, and we regret the frustration this has caused.
Please be assured that your request has been forwarded to our customer service team for immediate review so that your order status can be clarified and an appropriate resolution provided as quickly as possible.
We truly appreciate your patience and understanding, and remain at your disposal should you require any further assistance.
Have a lovely day,
Polène
Never buy a bag from Polene!!!
I am extremely disappointed with the customer service from Polène.
I have been trying to return a bag, but every time I attempt to create a return request, the website keeps telling me that my order number is invalid — even though I am entering the correct details.
What makes the situation even more frustrating is that I cannot reach the company anywhere. I have already sent emails regarding this issue, but I have received no response at all. There seems to be no proper customer support available.
For a brand positioned as premium and luxury, I expected much better after-sales service and communication. At this point, I simply want assistance with my return and a response to my emails.
May 1, 2026
Unprompted review
Reply from Polène Paris
Hello Selina,
We sincerely apologize for the inconvenience and frustration caused by this situation, as well as for the delay in our response.
We completely understand your disappointment regarding the difficulties encountered while attempting to submit your return request and the lack of communication you experienced.
Our customer service team has now provided you with a response regarding the return process and remains fully available to assist you further should you need any additional support.
Thank you for your patience and understanding.
Have a lovely day,
Polène
No bag , no communication
Purchased a bag online , no bag delivered , no response from emails , instagram! Not sure how this is going to be resolved. My advice would be do not order from them .
April 23, 2026
Unprompted review
Reply from Polène Paris
Hello Natalie,
We are truly sorry to read about your experience and sincerely regret the concern caused by the lack of delivery and communication. This does not reflect the level of service we strive to provide.
We understand how frustrating and uncertain this situation must feel, and we would like to reassure you that our customer service team has now responded to your request. They will continue to follow your case closely and remain fully engaged until a resolution is reached.
We sincerely apologize for the inconvenience caused and thank you for your patience. Your feedback is important to us, and we remain committed to improving our customer experience.
Have a lovely day,
Polène
Cyme Mini Black – Significant creasing & shape loss with ZERO usage | Poor warranty support
I purchased a Cyme Mini in textured black in July 2025 at the Polène Richelieu boutique in Paris. The bag has barely been used (almost never carried) and was stored properly, yet it has developed prominent vertical creases, wrinkling, and structural distortion within 10 months.
Polène’s customer service has repeatedly denied responsibility, claiming it is “natural leather behavior.” Even after providing clear photos and proof of minimal use, they refuse repair/replacement. They have also deleted my comments on their Instagram at least 3 times (I have screenshots).
This is disappointing for a brand positioned as quality French leathercraft. Under French consumer law (2-year garantie de conformité), I expected better. Potential buyers should be aware of these common Cyme shape issues and difficult after-sales service.
July 14, 2025
Unprompted review
Reply from Polène Paris
Hello Neha,
We are truly sorry to read of your disappointment.
We fully understand your concerns regarding the evolution of your bag over time. Our pieces are crafted from genuine leather, a living material that can naturally develop variations in texture, structure, and appearance depending on use, environment, and the passage of time.
Following a careful review of your case, we can confirm that the response provided by our customer service team is in line with our policies and with the characteristics of the product. As such, we are unfortunately unable to offer an exchange or further action in this instance.
We sincerely regret that this situation has not met your expectations. We nonetheless hope to have the opportunity to provide you with a more satisfying experience in the future.
Have a lovely day,
Polène
No shipping. No customer service
I placed an order on the 23rd of April, which was not a preorder. As of today, May 7th, the bag I ordered still hasn’t even been shipped.
I also haven’t received a human reply to my emails for the past two weeks, which leads me to believe that they do not have customer service at all, and perhaps only use AI-generated scripts because they are cheaper than human assistance.
May 7, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your message.
We sincerely apologise for the delay in shipping your order and for the lack of communication you experienced during this time.
We fully understand your frustration regarding the absence of updates and the delayed responses to your emails. Our customer service is currently experiencing longer response times due to logistical difficulties, but please rest assured that your request has been forwarded to our dedicated team for follow-up.
We also regret that your experience gave you the impression of insufficient customer support, as we always strive to provide attentive assistance to each client.
Thank you for your patience and understanding, and please do not hesitate to reach out should you require any further assistance.
Kind regards,
Polène
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