Once your selection has been dispatched from our Atelier, you will receive a tracking link via email and SMS to follow its journey in real time.
Shipment Notification
Our items are shipped directly from our Atelier in Spain via our partner, DHL.
- Tracking Link: As soon as your package is in the care of the carrier, you will receive an automated notification containing your tracking number.
- Direct Access: Click the link provided in the message to view the current status and estimated delivery date of your order.
- Account Access: If you have a Polène account, you can also view your order summary and its status within your personal space.
DHL On Demand Delivery
To provide you with the most seamless experience, we utilise the DHL On Demand Delivery (ODD) service. This platform allows you to manage your delivery once the parcel is in transit:
- Delivery Preferences: Choose from several options, such as rescheduling the delivery date or authorising a signature-free delivery if permitted in your region.
- Redirecting: Use the portal to redirect your package to a DHL Service Point for collection at your convenience, provided it is within the same country.
Assistance with Tracking
If you have not received your tracking information within 48 hours of your order confirmation (excluding pre-orders), we suggest checking your Spam or Junk folders.
Important Note
- Pre-orders: For items reserved on pre-order, tracking information is only generated once the item is finalised in our Atelier and ready for dispatch.
- Shipping Window: Refer to your order confirmation for the specific shipping window.