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: In-store repair requests are not accepted at our boutiques in Beijing, Copenhagen, Costa Mesa, Hamburg, London, Milan, Osaka (Hankyu Umeda), Seoul, Singapore, Tokyo (Ginza Six & Omotesando), and Vienna.
Repair Terms and Assessment
Each request is treated with a personalised 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 personalised 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 enquiries, 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.