Maison Polène offers a dedicated repair service to ensure the longevity of your handbag and preserve its original craftsmanship.
Online Purchase Procedure
If you purchased your item on our official website, polene-paris.com, the repair process is managed exclusively by our online team:
- Contact: Contact our team by clicking on Submit a Request.
- Documentation: Include clear photographs of your item to facilitate a diagnostic.
- Location: Support is handled exclusively from the original delivery country indicated at the time of your order.
- Important: Online purchases cannot be dropped off at our physical boutiques for repair.
Boutique Purchase Procedure
Only items purchased directly in one of our physical boutiques are eligible for in-store drop-off, subject to the following conditions:
- Country Consistency: The item must be returned to a boutique in the same country where it was initially purchased.
- Restricted Locations: Our boutiques in London, Copenhagen, Hamburg, Milan, Tokyo Omotesando, Tokyo Ginza Six, Osaka (Hankyu Umeda Store), Beijing and Seoul do not accept repair requests.
Repair Terms and Assessment
Each request is treated with a personalized assessment to determine the most appropriate restoration:
- Under Two Years: Complimentary repairs may be offered for items purchased within the last two years.
- Beyond Two Years: For items older than two years, we will provide a personalized diagnostic along with a tailored quote based on the complexity of the restoration.
Important Conditions
- Authenticity: This service is reserved for authentic Polène items purchased through our official distribution channels.
- Scope of Service: The repair service applies specifically to handbags; for jewellery inquiries, contact our team for guidance.
- Wear and Tear: Repairs cover manufacturing defects and structural integrity; damage from daily accidents (stains, scratches) may be subject to different care recommendations.
Request a Diagnostic
To begin the process, prepare your proof of purchase and high-resolution photos of the area requiring attention. Once ready, contact our team by clicking on Submit a Request.