While Polène invites you to return items that do not meet your expectations, a return may be declined if the request falls outside our eligibility window or if the item shows signs of use.
Eligibility Criteria
To ensure a seamless return process, verify that your request aligns with the following standards:
- Return Timeframe: The request must be initiated within the official return period.
- Pristine Condition: For a return to be accepted, the item must be in original, unworn condition.
- Quality Inspection: Every item undergoes a rigorous physical examination by our quality team upon reception.
- Integrity of the Item: A return will be refused if the item shows any signs of wear or use.
The Review Process
Once your return package is received at our Atelier, our team follows a precise evaluation workflow:
- Expert Assessment: We inspect the item to ensure it meets our high standards of quality and remains in its original state.
- Notification: We will notify you via email as soon as possible after receipt to confirm the status of your refund.
- Refusal Decision: If the return is deemed non-compliant—such as being past the return timeframe, used, or containing the wrong item—the request will be formally refused.
Important Note
- For items purchased in our physical boutiques, return and exchange policies are governed by the specific stock and independence of that location.
- Visit your original point of purchase for assistance with these items.