Polène Paris Reviews 

I am writing regarding my most recent order of your Mokki which I received on May 11th. order #S454742

This was my second time ordering this same handbag as the first one was defective and the hardware / closing clasp fell off with less than a week of use. (For your reference original order #S441582)

After many emails back and forth, multiple calls I was able to return the handbag and I reordered a new one expecting a better outcome.

Unfortunately this wasn't the case, the larger hardware piece connected to the handbag completely fell off and I am now unable to close or use the handbag.
This handbag has been very gently used over the past 3 months and there is no reason other then faulty quality for this to happen.
I love the look of the handbag, the leather quality seems to be good however there is an issue with the hardware. The last time it took weeks to resolve, I'm hoping to receive a response from my email to Polene on how to proceed with a return or replacement.

Great packaging and fast delivery.
Thank you I love the bag!
Will definitely purchase again.

Oder. No. A36803

One star is too generous for Polene, it deserves ZERO!!. I ordered a bag on 18th July (Order No. A36803), and after more than a week the order status is still on preparation, I have sent multiple emails to their customer service but all I've received is automated AI chatbot response. No one has provided a clear answer when my bag will be dispatched. This lack of communication and transparency is extremelly dissappointing. I expected much better customer service from luxury brand.

My first Polène purchase: the Béri Lif in Polar, one of the most beautiful bag I've ever seen. Excellent experience: fast shipping, good communication. The bag was carefully packed. I'll definitely buy again and strongly recommend Polène.

I made the choice to purchase a bag as a gift. Placing the order was easy and the bag arrived quickly. However it is faulty. There is a hole in it and stiching loose all over it. I have sent multiple emails over the last 10 days including an instragr message and even a message on LinkedIn but have received no response. I understand sometimes a bad batch is made but there is absolutely no excuse for the shocking customer service and complete lack of response! I am so embarrassed that I gave this to a friend and it’s unusable. This is my third polene bag and I will NEVER purchase again!
AVOID AVOID AVOID!!!!

I’ve purchased various models, but only the finest words truly capture the essence of this brand. From professional customer care service and punctual shipping to flawless packaging, every detail—including design, shapes, and materials—is impeccable. Highly recommended to everyone—there’s no wrong choice here, as all models are perfect.

It arrived earlier than scheduled which was a lovely surprise. It’s even better than in the pictures.. such a masterpiece. The quality is top of the line.. I have loved every minute of wearing and have been receiving compliments every time I do. The only thing is that it’s a bit stiff right now so reaching deeper into the bag can be a bit extra effort, but I am hoping that with time the leather will soften and it will get better. I am still 100% a fan.

Horrible. My order from 10 days ago did not receive a tracking within the stated 48 hours, nevermind shipping in 5 days. Still awaiting a reply to any of my sent inquiries. Order S472454.

I placed an order for a Numéro Dix bag on 16 July for €540, with delivery to Japan. At the time of purchase, Polène’s website stated that orders would be dispatched within two days.

It has now been 11 days, and I have still not received a shipping confirmation or tracking number. More concerning is the complete lack of customer service. I have contacted Polène multiple times regarding my order and have received nothing other than automated replies.

I understand that delays can happen, but customers spending over €500 deserve clear communication and timely updates. Being left without any meaningful response is extremely disappointing.

I am posting this review in the hope that someone from Polène will investigate my order and provide an update. If this issue is resolved promptly, I will happily update my review to reflect that.

Order reference: J224670.

after Wirecutter said a teriffic bag decided to take a look cause don’t always agree with them .. but this bag is divine in so many ways.. leather beautiful can change shape by pushing in sides making it so sculptural.. love that not too structured…just throw in glasses/ phone makeup keep credit cards and lipstick in case.. overwhelmingly happy with mini

Amazing quality

My order D257920 was made on July, 16, it wasn’t a preorder. Not a single update about the order ever since. My emails are unanswered.
I have 2 bags by Polene so far, and a number of rings. Such a situation happens to me for the first time.
Shameful decision obviously made by the company- to stay silent although obviously the problem is massive and needs a public clarification announcement.
Reputational damage will be irreparable to me.

However, I need urgent updates regarding my order money for which were fully taken.

I placed my order on July 21 for an item that was clearly listed as in stock, not a preorder. Since then, my order has been stuck in “Preparation” with absolutely no progress or updates.

I’ve sent multiple emails to customer service, all of which have been completely ignored. I’ve also tried contacting them through social media, and those messages have been ignored as well.

For a brand that positions itself as a premium luxury company, this level of customer service is unacceptable. If an item isn’t actually in stock, customers should be informed instead of being left waiting indefinitely with no communication.

Extremely disappointing experience. I cannot recommend ordering from Polene unless you’re prepared for poor communication and no transparency regarding your order.

Writing my comment 27.07.2026
I'll update here if anything changes

Fast delivery, and the mini cyme is beautiful and elegant

I knew exactly where my package was. I was able to track it. There were no issues in delivery. The bag is beautifully crafted. No signs of damage.

Excellent quality and very stylish and beautiful bag arrived in a lovely pay

The bag is exquisitely made, with quality materials. I cannot praise the packing enough - not only did it withstand shipping, but the moulded box is so well designed that it will keep the actual bag perfectly protected for years to come - so much more than a dust bag! I do love the design of this bag, and my only complaint is that they don't make these in more colours (or similar styles!)!

Still waiting on my drlivery. It has been over month dincevi ordered 2 items.

Wonderful product. Impeccable delivery.