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
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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
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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.
I’ll tell you about my experience
I’ll tell you about my experience, and please be very careful with pre-orders that aren’t fulfilled. Only buy bags that are in stock.
Allow me to summarise what has happened:
- I placed a pre-order on 15 June, with delivery scheduled for 23 June.
- On 25 June, as I hadn’t received my order, I contacted the customer care and they told me that the order was being processed and that I shouldn’t worry
- On the same day, I received an email from the customer service team stating, without any explanation, that my order had been cancelled and that I would receive a refund. I repeat: without any explanation.
- I asked the customer service team for an explanation, but no clarification was provided.
I am truly disappointed; I have been a fan Polene for a long time and really wanted this bag.
I also visited the boutique in Milan, where they put me on a waiting list, but I was never contacted.
I didn’t think a brand like Polene would show such a lack of interest in its customers.
I’m sorry, but you’ve lost a customer, and I’ll be sure to highlight this behaviour on social media and to my friends.
30 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to read about your experience and regret the disappointment and inconvenience caused by the cancellation of your pre-order. We fully understand how frustrating this situation must have been.
Our Customer Service team does its utmost to provide timely responses, with each request being handled according to its specific circumstances. We are sorry that the information you received did not meet your expectations. Please know that our team remains at your disposal should you require any further guidance or assistance.
Thank you for taking the time to share your feedback. We hope to have the opportunity to provide you with an experience that truly reflects the standards we strive to uphold.
Have a lovely day,
Polène
Received my delivery earlier than…
Received my delivery earlier than expected! Beautiful product, great service!!
29 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your kind feedback with us.
We are delighted to hear that your order arrived sooner than expected and that both your experience and your new creation met your expectations. It is especially rewarding to know that our commitment to quality and service has contributed to such a positive impression.
We sincerely appreciate your trust and thank you for choosing our Maison. We look forward to accompanying you again in the future.
Have a lovely day,
Polène
I am glad that the purchase is EXTRAORDINARY
I am glad that the purchase is seamless, the delivery and the tracking of it via DHL makes it easy and it arrives earlier than expected with a product that my wife loves so much. Thank you
15 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your experience with us.
We are delighted to know that every step of your purchase, from the ordering process to the delivery experience, was smooth and reassuring. It is especially rewarding to hear that your gift was so warmly received and brought such joy.
Your thoughtful words mean a great deal to our Maison, and we sincerely appreciate your trust. We hope to accompany you again on another special occasion.
Have a lovely day,
Polène
Customer service was quick and…
Customer service was quick and professional and resolved my issue.
16 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your experience with us.
We are pleased to hear that our Customer Service team was able to assist you promptly and professionally. Providing thoughtful support and ensuring a seamless experience are priorities we are committed to every step of the way.
Your kind feedback is greatly appreciated, and we thank you for your trust in our Maison.
Have a lovely day,
Polène
Beautifully crafted
Beautifully crafted, spacious and a wonderful start to my Polène collection.
27 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your wonderful feedback.
We are delighted to know that you appreciate the craftsmanship and thoughtful design of your new bag. It is especially rewarding to hear that it marks the beginning of your Polène collection, and we hope it brings you lasting enjoyment for years to come.
We sincerely appreciate your trust and look forward to accompanying you throughout your journey with our Maison.
Have a lovely day,
Polène
Polene bags are cool and sophisticated
Polene bags are cool and sophisticated. A quiet luxury one!
20 April 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind words and for sharing your appreciation with us.
We are delighted to know that our creations resonate with you through their understated elegance and refined character. It is especially rewarding to hear that our approach to timeless design has left such a meaningful impression.
Your thoughtful feedback is sincerely appreciated, and we thank you for your trust in our Maison.
Have a lovely day,
Polène
i ordered online and they didn’t…
i ordered online and they didn’t deliver until now i haven’t received any resolution from them.
12 May 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to hear about your experience and understand how disappointing it is not to have received your order or a resolution to your request. This is not the level of service we strive to provide.
Please rest assured that our Customer Service team is doing everything possible to resolve your situation as quickly as possible and remains fully mobilised to assist you until your request has been addressed. We appreciate your patience while they work towards a resolution.
Thank you for taking the time to share your feedback. We hope to have the opportunity to provide you with a more positive experience.
Have a lovely day,
Polène
It's on my wishlist
It's on my wishlist, Cyme mini, but I haven't found the color until Ebony came.
I will buy again for the Winter!
26 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your enthusiasm with us.
We are delighted to hear that you found the colour you had been waiting for. Knowing that this creation has become the one you were hoping for is truly rewarding, and we are honored to be part of your wishlist.
We sincerely appreciate your trust and are pleased to know you are already looking forward to a future purchase. We look forward to accompanying you again.
Have a lovely day,
Polène
Just love the bag quality and got so…
Just love the bag quality and got so many compliments. It’s such a timeless and chic piece in my bag collection. Thanks team Polene.
26 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your wonderful feedback.
We are delighted to hear that you are enjoying the quality of your bag and that it has received such lovely compliments. Knowing that it has become a timeless and elegant addition to your collection is especially meaningful to our Maison.
We sincerely appreciate your kind words and your trust. It is a pleasure to accompany you through pieces designed to be cherished for years to come.
Have a lovely day,
Polène
Timeless
I purchased this Pauline bag as a gift for my wife, and it exceeded every expectation. The craftsmanship is exceptional, the quality is evident in every detail, and the design is effortlessly elegant. It’s a truly timeless piece that she’ll cherish for years to come. A beautiful investment and an unforgettable gift.
24 April 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing such a thoughtful review with us.
We are delighted to hear that this creation was chosen as a special gift and that it surpassed your expectations. Knowing that the craftsmanship, quality, and timeless elegance of the design contributed to such a memorable moment is truly rewarding for our Maison.
We hope it brings your wife lasting joy and accompanies her through many cherished occasions. Thank you sincerely for your trust and for choosing Polène for such a meaningful gesture.
Have a lovely day,
Polène
Avoid this company
Avoid this company. I ordered a bag for my wife on May 15. Polene sent me tracking information the next day. The bag was shipped to Australia, although I live in the States. Fine, these things happen. I contacted Polene to let them know I did not receive the bag, and asked that they send another. They acknowledged the bag had been shipped to the wrong continent, and said they would look into it. It's now been five weeks, and they have not sent me another bag. They also tell me they cannot give me a refund. I have called and e-mailed them repeatedly. The customer-service reps I speak to are always apologetic, but tell me they cannot help me: the issue has been escalated to management, and management alone can decide whether I receive a replacement bag or a refund. But management never gets back to me. Management does not seem interested in ensuring I receive the product I paid for. Again, this has been going on for FIVE WEEKS. I'm beginning to think the whole operation is a scam.
26 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to read about your experience and fully understand how frustrating this situation must have been. We regret the shipping error, as well as the delays you have encountered since contacting us. This is certainly not the experience we wish to offer our customers.
Please be assured that our Customer Service team is doing everything possible to help resolve your situation as quickly as possible. They remain fully mobilised and are working closely with the relevant teams to ensure your request reaches a resolution as soon as they are able.
Thank you for taking the time to share your feedback. We truly appreciate your patience and hope to restore your confidence in Polène.
Have a lovely day,
Polène
I love the Polène Numero Dix Raffia
Beautiful bag, really stunning. The quality of the leather and raffia are outstanding. It is almost unbelievable that you can get a luxury bag like this for that price. Really recommend shopping at Polène Paris!
3 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your lovely review.
It is a pleasure to know that your experience with Polène has been a positive one. Your trust is invaluable to us, and we are grateful that you chose one of our creations.
Have a lovely day,
Polène
Superb bags
This is my second polene bag, superb leather and craftsmanship, very high quality and design at reasonable prices. I have received so many complements on my bag. The delivery is so quick and packaging is great. Can’t recommend highly enough…. Love love love
26 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful feedback.
We are delighted to know that your experience has reflected the quality and care that guide our Maison. Your confidence in Polène is greatly appreciated, and we thank you for sharing your impressions.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your wonderful review.
Your kind words are sincerely appreciated and serve as a wonderful source of encouragement for everyone at Maison Polène. We hope your creation continues to bring you joy for many years to come.
Have a lovely day,
Polène
TheExceptional Quality from Start to Finish purchasing process on Polène's…
The purchasing process on Polène's website was incredibly easy and seamless. The website is beautifully designed and lets you see every detail of the product, almost as if you were looking at it in the store.
Shipping was very fast, and the bag arrived beautifully packaged, making the whole experience even more enjoyable.
As for the bag itself, it's absolutely stunning. The craftsmanship and quality are exceptional, and every detail feels thoughtfully made. Without a doubt, it's one of the best purchases I've ever made
22 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your experience with us.
We are grateful for your confidence in Maison Polène and are pleased to know that your creation has brought you satisfaction. Your support means a great deal to our teams.
Have a lovely day,
Polène
Beautiful designs
Beautiful designs, fine quality, great making of all items. Reliable overseas delivery. Prompt service! Love it
26 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your kind review.
We are delighted that your experience with Maison Polène has met your expectations. Your trust and thoughtful feedback are truly appreciated and encourage us to continue creating pieces that will accompany you over time.
Have a lovely day,
Polène
the Numéro dix- Galop is fantastic
I preordered the Numéro dix- Galop in cognac in February 2026. The original shipping date was for May 15. I was notified that there would be a delay and received a second notification that they were making progress, but another delay. I received the bag today, June 25. The bag is fantastic. Absolutely beautiful and more than I expected. The craftsmanship, the leather and the design are just beyond my expectations. This was well worth the wait. Customer service: Polene communicated with me, without me reaching out which I appreciated. Polene added a cute leather book charm to my delivery which was such a lovely touch. I would absolutely buy another bag from Polene. This is my second bag and both bags have been of excellent quality. I am a very happy customer.
25 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you so much for taking the time to share your wonderful experience and for your continued trust in Polène. We are delighted to know that your new creation has exceeded your expectations and that the craftsmanship, materials, and design have brought you such satisfaction.
We truly appreciate your kind words regarding the care and attention provided throughout your experience. It is always our pleasure to accompany our clients with thoughtfulness and ensure each interaction reflects the values of our Maison.
Thank you again for your loyalty and enthusiasm. We look forward to welcoming you again and continuing to be part of your journey with Polène.
Have a lovely day,
Polène
I ordered 2 leather flowers
I ordered 2 leather flowers. The order and delivery process was faultless. The flowers exquisite.could not be happier. Everything exceeded all expectations.thank you everyone concerned.
30 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your wonderful review and for taking the time to share your experience.
We are delighted to hear that your order and delivery experience were seamless, and that your leather flowers exceeded your expectations. Your kind words are a beautiful encouragement for our teams, who put great care into every creation and every client experience.
Thank you again for your trust and support.
Have a lovely day,
Polène
Visited the London Shop
Visited the London Shop. The bag is not available in the color I want. But I get to try and feel them myself. I had it delivered to me. (US) The package arrived really fast, too! I love my bag, so classy and elegant. I just hope they also sent a paper to go with the box. But over all I am satisfied and very happy with my purchase.
14 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your wonderful feedback.
We are honoured that you chose Maison Polène and are delighted to know that your experience has brought you satisfaction. Your kind words are deeply appreciated and inspire us to continue offering the level of quality and care our clients expect.
We wish you many years of enjoyment with your Polène creation.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your positive review.
Knowing that your experience has met your expectations is truly rewarding for our teams. We sincerely appreciate your trust and thank you for choosing Maison Polène.
We hope you continue to enjoy your creation.
Have a lovely day,
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