You can monitor the progress of your return directly through your account and via the carrier’s tracking service.
Monitoring Your Shipment
Once you have dispatched your package, you can follow its journey back to our Atelier in Spain:
- Customer Account: Log in to your Polène account to view the history and current status of your returns.
- Carrier Tracking: Use the tracking number provided on your return label to follow the shipment in real-time on the carrier’s website.
Confirmation and Refund
We are committed to processing your refund within a dedicated timeframe following the quality control of your returned items:
- Receipt: We will contact you as soon as your return package has been officially received and inspected by our Atelier.
- Timeline: Allow up to 15 business days for your return to be processed once it reaches our Atelier.
- Final Notification: You will receive a confirmation email once the refund has been issued to your original payment method.
Important Note
- Drop-off Receipt: Ensure you keep the drop-off receipt provided by the carrier. This document is essential should you need to verify the transit of your package.
- Refund Details: For a detailed breakdown of the refund process, read our guide: How long do refunds take?.