If you observe a defect upon receiving your item, our team is available to assist you with a dedicated diagnostic.
Procedure for Reporting a Defect
- Contact Us: Contact us by clicking on Submit a Request.
- Provide Documentation: Include high-resolution photographs clearly showing the issue to facilitate the assessment.
- Include Order Details: Mention your Order Number and the exact name of the item.
Resolution Process
- Expert Assessment: Our specialised team will carefully examine the provided photographs to determine the nature of the defect.
- Tailored Solutions: Based on the diagnostic, we will recommend the most appropriate solution, which may include a repair, an exchange, or a refund.
- Timeframe: Report any defect as soon as possible after receipt to ensure the best possible support.
Important Conditions
- Authenticity: This service is reserved for items purchased exclusively via our official website (polene-paris.com) or our permanent boutiques.
- Standard Wear: The natural evolution of materials or damage resulting from daily accidents (scratches, dye transfer, moisture exposure) does not constitute a manufacturing defect.
- Boutique Purchases: If you purchased your item in one of our boutiques, you have the additional option to physically visit the store of purchase for on-site assistance.
Important Note
- Restoration Services: If you have already used your item and a concern has appeared later, read our dedicated article Can I have my bag repaired? for information regarding our repair services.