Polène Paris Reviews 

First and last time buyer.
Bought a bag a bag July 19th. Still no news, no nothing, the bag should be in my hands already.
This is unbelievable.
First time - last time.

Ordered a bag over 5 working days ago and still haven’t received a dispatch email. I have contacted customer service a number of times with no one getting back to me. At this point I don’t want the bag but a refund instead. Extremely unhappy.

I’m extremely disappointed with my experience this time. I placed my order on 16 July (Order X139572), and it’s now been exactly a week. I know that may not seem like a long time compared to some of the reviews I’ve seen, but this isn’t my first order with Polène. My previous orders were processed and shipped much more quickly, so this delay is unusual.

My order is still stuck on “Preparing shipment” with no updates whatsoever. What’s even more frustrating is the lack of customer service. I’ve reached out multiple times, but all I’ve received are automated responses with no actual update or explanation.

I expected much better from a brand like Polène, especially as a returning customer. Better communication and transparency would go a long way. At the moment, I’m left feeling ignored and disappointed.

I placed my order on July 16 and received an order confirmation the same day. Since then, I have received no updates whatsoever regarding the status or shipment of my order.

I have contacted customer service multiple times but have not received any response. It is very disappointing to spend a significant amount of money on a product and then be left without any communication.

Good customer service is just as important as the product itself. Unfortunately, my experience so far has been very poor, and I cannot recommend ordering from this brand unless their communication and support improve.

Order number X140052 - purchased the Cyme Mini in Textured Camel on 18/07/26. Sent three requests to the support team over the past few days as no update regarding the item being dispatched. Still waiting to hear back.

Do not buy from this company. I tried to reach customer service through email, chat, instagram and they literally do not respond. I placed an order online and my order has still not shipped and I get no replies from customer service. These bags are not cheap and based on the customer service, I will never buy one again. I would recommend buying a Teddy Blake handbag instead. They have excellent customer service, respond quickly. Teddy Blake bags are excellent quality! Shop Teddy Blake and avoid Polene Paris!

I’m so mad at myself for not checking the reviews before ordering. I placed my order on July 18, and the estimated delivery time was 5 business days.

Their chatbot says that all orders are shipped within 48 hours and that if you don’t receive any update, you should contact customer service. The problem is that the only way to reach them is by email, and after sending one, I only received an automatic reply saying they’re extremely busy.

It’s disappointing that a premium company can’t even keep customers informed about the status of such expensive orders. After looking at their Instagram, I realized that many other people are experiencing the same issue and are also trying to get answers.

At this point, I’m feeling hopeless and honestly starting to worry that this is some kind of very expensive scam. I used to love their bags so much, but this experience has completely changed my impression of the brand.

Extremely disappointed with Polène’s customer service.

I placed an order, the payment was charged to my credit card, but I never even received an order confirmation email. Since then, I have sent several emails and tried contacting Polène through different channels, but I have received no response whatsoever.

I honestly don’t understand how a brand with such a reputation can treat its customers like this. The most frustrating part isn’t even the delay. it’s the complete lack of communication. A simple reply explaining the situation would have been enough.

At this point, I’m left wondering: am I going to lose both my bag and my money?

I sincerely hope this issue is resolved as soon as possible.

I preordered a cyme mini raffia bag in June that was supposed to be shipped out on 10 July. However up until today I received no update about my order. I emailed customer service about it and they said the first order will be shipped out end of August and I am welcome to cancel the order if I don’t want to wait any longer. So I proceed with wanting a cancellation, but I’ve been put through AI generated customer service that won’t allow me to cancel due to how long ago the order has been placed. Very unhelpful and annoying. Would not recommend to anyone who are thinking of preordering a bag from Polene.

The worse "costumer service" & buying experience: a real scam.

UPDATE TO MY REVIEW
My order does not appear in my Polène account, though my credit card was debited and I received email confirmation of the order. The email indicated that shipping should take place within 5 days, but as the order is not recorded in my account it is impossible to see the progresses. I tried to contact the customer service to enquire when the item would enventually be shipped, ended up exchanging emails with Pia, the AI assistant in a completely useless and frustrating exchange.
Considering the prices of their products, I would have expected a more professional and serious service.
As things stand, I will certainly not buy Polène items again.
Reading the comments of other clients, all the elements of a scam are there, including the standard AI replies, defective products that are not replaced and lack of reimbursement.
I've requested PayPal to proceed with the reimbursement.
UPDATE:
On 28 July Polene iformed PayPal that the shipment was underway, however, in parallel they sent me the followong email:
"Dear Madam, Sir,
We would like to inform you that the shipment of your order is currently experiencing a slight delay.
​We sincerely apologize for the inconvenience and are doing everything we can to ensure your parcel is dispatched as soon as possible.
Please rest assured that your order is being carefully prepared and will be shipped shortly.
Once your parcel has been dispatched, you will receive an email from DHL allowing you to customize your delivery if needed. You will be able to update your delivery address if you are away, request DHL to hold your parcel temporarily, or choose delivery to a DHL Service Point for added convenience.
Thank you for your patience and understanding. Should you have any questions, please do not hesitate to contact us.
Kind regards,
Polène"
Yet again no shipment and yet again an AI generated. Clearly there is no human-manned client service.
I am now filing a complain with the Consumer Protection services.

I ordered a bag for my wife’s birthday as a preorder with a delivery date of the 10th July. The date came and went with nothing being sent and no email notification. I spent the next week talking to customer service and being reassured that the bag would ship shortly. It’s now the day before my wife’s birthday (22nd July) and still nothing. The communication from Polene has been terrible. Clearly happy to take money for future orders with no idea when they will be able to fulfill them. Be careful when ordering anything as their delivery promises are not kept. I had to fight with them for days just to get the delivery refunded. Really poor customer service from a brand that position themselves as luxury. My experience has been anything but.

Beautifully crafted, unique handbags. Fast shipping and delivery.

Edit:
I have opened a claim at the EU institution and they resolved my situation the next day. I received the money 2 days later. I am really sorry we got here, but I will never ever buy another bag still. Thank you to Ophelia for resolving my case so fast!

I was a huge fan, have 5 of their bags until last May when I received the wrong bag. And they didn’t even offer to just exchange the bags, they said I need to return it and never send back my money. Do not buy form them ever.

The bag is great
it feels premium and the delivery service was amazing

UPDATED:- I heard from Polene finally giving the choice to wait for the cyme mini raffia which they expecting a despatch date towards the end of Aug or get a refund. I chose a refund and have received my money back. I have since sent a couple emails to them about their customer service and lack of it and had replies acknowledging it etc. so changing my rating as their response had improved.

I placed my preorder on 6th July for the Polene Cyme raffia mini, despatch date was 10th July.

Monday 13th July I emailed to say I’d not received an email with the tracking etc. ended up with an AI bot called Pia messaging back saying they’d pass it onto a member of customer services. I’ve since emailed again & left a message on Instagram and nothing!!

Have bought previously from Polene without a problem but checking out their feedback on here I can see this is now a regular occurrence sadly!!

I’d love the bag and not a refund but might have to contact PayPal at this point! Very disappointed ☹️

What a joke of a company!!! Still no reply to my emails and requests for customer service support on an order made! Polene do not answer this review with another of your standard replies! I expect one of your customer services representatives to contact me with a solution or refund of my payment! Advice to anyone considering buying a bag from Polene! LOOK ELSEWHERE!!

Hight quality bags were delivered very quickly.

I purchased a Polène Sierra Pouch – Edition Duo Cognac under Order E231468 on 19 August 2025. In May 2026, the strap came apart, despite the bag having been used with normal care.

As soon as the issue occurred, I contacted your Customer Service team through your website, providing all the requested photographs and asking how I should proceed.

After waiting for almost a month, I finally received a follow-up email asking me to provide my details again. I responded promptly, but as of 14 July 2026, I have still not received any resolution or update regarding my case.

Since then, I have exchanged several emails with your Customer Service team. Each time, I was asked to be patient and assured that I would receive a response shortly. Unfortunately, despite these assurances, nothing has happened.

I find this level of delay and lack of communication unacceptable, especially considering that I have been waiting for over two months for a simple response regarding a defective product.

I would appreciate your immediate attention to this matter and ask that you provide me with a clear update and proposed resolution without any further delay. If I do not receive a satisfactory response promptly, I will have no choice but to escalate this matter by filing a formal complaint with the appropriate consumer protection authorities

UPDATE TO MY REVIEW
I received an email immediately after this review from Lisa S. She was extremely polite and helpful. She is sending out a new strap for my Blush Neuf and I could not be happier. Once the strap arrives I will update my review again and change from one star to five star.

I ordered a Neuf Blush bag and received it over a week ago. I immediately noticed the stitching on the leather strap was unraveling and emailed the company with photos on the very day I received it. I did not get a response. I emailed two days later and got an AI response that they would forward to the team and someone would reach out. I have not heard a word. I finally decided to initiate a return and got a message emailed that they would review the return and get back to me with instructions on how to return. I still have yet to receive any communication from this company. I just wanted a new strap! I’ve called and only get a recording that says send an email. The bag is pretty but I would never recommend anyone buy from this company. I decided to try them based on a review by Tanner Leatherstein in which he praises the quality of the bag. I have since emailed Tanner Leatherstein and told him of my concerns and he said I am one of many complaints and he is planning a possible new review. I am so very very sad that after spending over $600 with this company that I get no help from them. I am fearful to even return the bag as I don’t know that I will ever get a refund. I just wanted a new blush crossbody strap that was not defective. Very very poor customer service is not a hallmark for continued success. I just wanted a new strap that’s not defective and I do t know what to do.

Rinah at Polène Copenhagen consistently delivers an exceptional level of customer service. From the moment you walk into the store, she makes you feel genuinely welcomed and valued. She has a remarkable ability to put customers at ease while ensuring that every detail of the shopping experience is thoughtful and enjoyable.

What truly sets Rinah apart is her dedication. She goes above and beyond to understand each customer's needs, offering sincere advice, patience, and outstanding professionalism. Her kindness and genuine care make every visit a pleasure.

I have visited the Copenhagen boutique on three separate occasions, and each experience has been nothing short of exceptional. The consistency of her service speaks volumes about her commitment to excellence.

Whenever I return to the store, I always hope that Rinah will be the one assisting me because I know I will receive the highest standard of service. She is a true asset to Polène, and her dedication, warmth, and professionalism deserve the highest recognition. She is an outstanding ambassador for the brand, and I cannot praise her highly enough.