Does Polène offer free returns?

No, Polène does not offer complimentary returns. A **prepaid DHL label at a preferential rate is deducted from your final refund**. The fee is €9 for France returns; for the US it's approximately $20 for a single item, and for other regions it matches the original shipping cost shown in the Returns Center. If your return is due to a defect, ask for the fee to be waived and cite consumer-law protections for faulty goods.

Can my Polène return be refused?

Yes. Polène can refuse a return if the bag **shows any signs of use or wear**, if the original packaging (box + cotton dust bag + protective films) is missing, or if the item is returned outside the 30-day window. Reviewers report Polène being strict, even a small crease or interior indentation can trigger a refusal. Photograph the item and packaging before shipping so you have evidence if the decision is disputed.

How can I contact Polène customer service?

The single verified channel is **contact@polene-paris.com** (or the contact form on eng.polene-paris.com/pages/contact). Polène also lists phone numbers +33 1 43 31 87 39 and +33 1 70 70 08 83 via consumer directories. Trustpilot and PissedConsumer both show a low reply rate on email, expect to send follow-ups. Include your order number in the subject line and keep every reply in the same thread for evidence.

How do I return an in-store Polène purchase?

In-store returns must be made **in person, at the exact boutique where you bought the item**, within 30 days. You cannot post an in-store purchase back, and you cannot return it to a different Polène boutique. The refund goes back to the original payment card only. Exception: purchases at the Beijing boutique are exchange-only, no refunds. Bring your receipt or the card used at purchase.

What if my Polène bag has a defect?

Email contact@polene-paris.com immediately with clear photos of the defect, your order number, and the delivery date. Multiple Trustpilot reviewers report Polène pushing back on quality claims (attributing seam issues to leather grain or bag contents), so document thoroughly. Under UK Consumer Rights Act 2015 and EU Directive 1999/44/EC, you're entitled to a repair, replacement or refund for goods not of satisfactory quality, the retailer carries the burden of proof in the first 6 months.

Can I exchange a Polène bag instead of returning it?

Polène's online flow is built around returns rather than direct exchanges, the website routes you to the Returns Center, and reviewers report the portal sometimes rejects the order number when you try to log an exchange. The cleanest route is to return the original bag for a refund and place a fresh order for the new model. For in-store purchases (including Beijing, which is exchange-only), the exchange must happen at the same boutique.

Can I cancel a Polène order before it ships?

There is no self-serve cancel button. Email contact@polene-paris.com the moment you decide, with subject 'Cancellation request, order #[number]', and ask them to stop the shipment before it leaves the Atelier. If it has already shipped, you'll have to accept delivery and start a standard 30-day return. EU/UK customers keep a statutory 14-day right of withdrawal from the day the parcel arrives, independent of Polène's own 30-day policy.

Why am I still being charged after cancelling Polène?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Polène account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel a Polène Order Before It Ships.

Q: Does Polène charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Polène and what to expect.

Last verified 12 Jul 2026 · data refreshes daily · sources: homepage, page-emails, web-search

The fastest way

To cancel a Polène order or return a bag, email contact@polene-paris.com with subject 'Cancellation request, order #[number]' or start a return via the Returns Center within 30 days of delivery. A prepaid DHL label (~$20 US / €9 FR) is deducted from your refund, which lands within ~15 business days.

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Cancelling a Polène order by email

Email the verified address
contact@polene-paris.com, yoink-verified working email for Polène (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Polène team,

I'd like to cancel my recent Polène order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Polène plans you can cancel

One-off leather goods purchase
Polène is a retailer of leather goods and jewellery, not a subscription. 'Cancellation' means cancelling an order before dispatch or returning the item after delivery.

What happens to what you’ve already paid

Polène gives you 30 days from delivery (or in-store purchase date) to return a bag or jewellery item for a refund. The item must be pristine, unworn, with original packaging, protective films and the cotton dust bag, or the return can be refused. Returns are not free: a prepaid DHL label (~$20 US, €9 FR, or the initial shipping cost elsewhere) is deducted from your refund. Once the Atelier receives the package, refunds are issued within 15 business days to the original payment method.

“You have a period of 30 days to return your item for a refund. The 30-day window begins at different times depending on how you acquired your item: Online Orders: 30 days from the date you received your package. In-Store Purchases: 30 days from the date of purchase at the boutique.”
, Polène terms

30-day cancellation windowPro-rata refund: no

Asking specifically for money back, not just a cancellation? See the dedicated Polène refund guide , same data, but framed around the policy + escalation paths.

Does Polène charge a cancellation fee?

We found no cancellation fee in Polène’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide. If you signed up online within the last 14 days, the EU Consumer Rights Directive gives you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling Polène

Based on 3 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Returning an in-store purchase by mail or to a different boutique, In-store purchases can only be returned in person at the specific boutique where they were bought; no cross-boutique or postal returns.
✕ Returning items bought at the Beijing boutique for a refund, Beijing boutique offers exchanges only, no refunds.
✕ Expecting a free return, Polène does not offer complimentary returns, a prepaid label fee is deducted from the refund.
✕ Returning a worn or damaged item, Any signs of use, missing dust bag, missing protective films, or removed tags can cause the return to be refused or the refund to be reduced.
✕ Returning via a regional site other than the one you ordered from, You must access the Returns Center on the exact regional site (FR/UK/US/JP etc.) used for the original purchase.
✕ Reaching support by Instagram DM or comments, Trustpilot reviewers report Instagram messages and comments go unanswered.

Cancelled Polène but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Polène, treat it as not cancelled. Email contact@polene-paris.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Polène’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Polène charges again.

How Polène will try to keep you

Polène may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Silent treatment, customers report weeks of unanswered emails after a return label is issued but before the refund lands”
You say: Reference the 15-business-day refund promise in Polène's own help centre and ask for the DHL tracking confirmation on file. State that under EU/UK consumer law refunds are due within 14 days of the retailer receiving the returned goods.
They’ll say: “Refusing defect claims by blaming leather grain or 'contents' of the bag pressing on the material”
You say: Send timestamped photos of the empty bag from multiple angles and cite the UK Consumer Rights Act 2015 / EU Directive 1999/44/EC right to a repair, replacement or refund for goods not of satisfactory quality within 6 months of delivery, the burden of proof sits with the retailer, not you.
They’ll say: “Deducting the return shipping fee from the refund”
You say: If the return is due to a defect or a Polène error, request the shipping fee be refunded in full, deducting it for faulty goods is not permitted under UK/EU consumer law.
They’ll say: “Return-portal errors ('order number not recognised') blocking the return start”
You say: Screenshot the portal error, email contact@polene-paris.com with the order number, delivery date, and a clear statement that you are exercising your 30-day return right within the window, this preserves your timing even while IT resolves.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. Polène must honour it regardless of where they’re headquartered.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Polène has ~45 days to defend.

Rights in other regions (United Kingdom)

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Polène’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Polène’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Delete your Polène account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Polène’s account settings, email contact@polene-paris.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under GDPR Article 17, the right to erasure. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Polène

You have **30 days from the date you received your package** (online) or 30 days from the purchase date (in-store) to start a return. The request must be registered through Polène's Returns Center within that window, after 30 days the return will be refused. Start early: the team reviews requests within 48 hours before emailing you the DHL return label, so leaving it to day 29 is risky.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Polène refund guide. Need a human for something else entirely? The Polène contact guide lists every channel that actually answers.