We do not offer a direct exchange service for orders placed on our website.
For Online Purchases
If you wish to receive a different colour, size, or model, the process consists of two separate steps to ensure you receive your new selection as quickly as possible:
- Return for Refund: Return your original item through our Returns Centre. Once received and validated by our quality team, a refund will be issued to your original payment method.
- Place a New Order: You may place a new order for the desired item on our website at any time. We do not recommend waiting for your refund to be processed, as stock availability may change.
Return Shipping Fees
Polène does not offer complimentary returns. To simplify your journey, a prepaid DHL return label is provided at a preferential rate.
- Deduction: The fee will be deducted from your final refund amount.
- Rate: This fee is generally equivalent to the initial shipping cost of your order.
For In-Store Purchases
The policy differs for items bought in person at one of our physical locations:
- Boutique Exchanges: Exchanges are possible exclusively at the boutique where the original purchase was made.
- On-Site Assistance: Our boutique team will be happy to assist you with an exchange, provided the item is unworn and in its original packaging.
Important Note
- To be eligible for a return or exchange, all items must be in pristine condition, unworn, and accompanied by their original packaging (dust bag, box, and protective films).
- For a detailed guide on how to send back your online order, read How can I return my online order?.