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.

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.

What if Polène ignores my cancellation or refund request?

Send one polite chase, then escalate. Quote Polène's own 15-business-day refund promise and (if you're in the UK/EU) your 14-day statutory right to a refund after the retailer receives the goods. If you paid by credit card and the order was £100, £30,000 (UK), open a **Section 75** claim with your card issuer; elsewhere, use your card scheme's **chargeback** process (Visa/Mastercard typically allow 120 days from the transaction). PayPal Buyer Protection is another route if used at checkout.

Does Polène refund the original shipping cost?

Polène's return terms describe the refund as 'the total cost of the item minus the prepaid return shipping fee', implying outbound shipping is refunded but the return label fee is deducted. If you're exercising the EU 14-day right of withdrawal, the retailer must refund the standard outbound shipping cost as well (you only pay the return leg). For UK Consumer Contracts Regulations claims, the same rule applies within the 14-day window.

REFUND GUIDE

How to Get a Polène Refund in 30 Days.

Polène refunds are per-order, and their own policy gives you a 30-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 12 Jul 2026 against Polène’s own Terms · UK, US, and EU rights covered below

The short answer

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.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Polène, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Polène actually says

“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.”
, verbatim from Polène’s terms

30-day cancellation windowPro-rata refund: no

How long does a Polène refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Polène’s own policy works on a 30-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

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 withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Polène is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Polène has ~45 days to defend. Works regardless of where Polène is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Polène charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Polène for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Polène subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Polène can’t ignore.

The Polène refund email

Email the right address
Use contact@polene-paris.com, the route yoink has verified actually gets read for Polène.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Polène team,

I'm requesting a refund for my Polène order (reference [order number], placed on [date], for [amount]). I'm within the 30-day window your policy allows for this.

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

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Polène

Polène's help centre promises to refund you **within 15 business days of the Atelier receiving your returned package**, with confirmation by email. In practice Trustpilot reviewers report chasing for weeks after the bag has been logged as delivered back to Polène. If you're past 15 business days, quote that promise back to them at contact@polene-paris.com with your DHL tracking number and delivery-confirmation date.