For logistical and accounting reasons, orders placed on our website cannot be returned or exchanged in our physical boutiques.
Online Orders
If you purchased an item online and wish to return or change your selection, follow our digital procedure:
- No In-Store Returns: Our boutiques are currently unable to accept or process returns for online orders.
- No Direct Exchanges: The Maison does not offer direct exchanges.
- Return and Re-order: To receive a different model or colour, return your original item for a refund and place a new order on our website.
- Mail-In Process: All online orders must be returned to our Atelier via our Returns Centre.
- Shipping Fees: A prepaid return label will be provided, and a fee equivalent to your initial shipping cost will be deducted from your final refund.
In-Store Purchases
The policy differs for items purchased directly at one of our physical points of sale:
- Boutique Autonomy: Returns or exchanges are possible only at the specific boutique where the original purchase was made.
- On-Site Assistance: Our boutique team will be happy to assist you in selecting a different colour or model on-site, provided the item is unworn and in its original state.
- Stock Independence: Each boutique manages its own inventory; therefore, a purchase from one boutique must be handled by that same location.
Important Note
- Every Polène item must be returned to its original point of sale.
- Items must be in pristine condition and accompanied by all original packaging to ensure the return is accepted.
- For more details on the mail-in process, read How can I return my online order?.