For purchases made in person at one of our boutiques, the return must be completed exclusively at the same point of sale where the initial transaction took place.
Return Conditions
To be eligible for a refund and to maintain the Maison's standards of excellence, your return must meet the following criteria:
- Timeline: You have 30 days from the date of purchase to return your item.
- Condition: The item must be unworn and in its original state. A return may be refused if the item shows any signs of use or wear.
- Packaging: The item must be accompanied by its original packaging, including the cotton dust bag and, if applicable, the original box.
Boutique-Specific Policies
- Beijing Boutique Exception: For purchases made at our Beijing boutique, we do not accept returns for a refund. We exclusively offer exchanges for items purchased at this location.
How to Complete Your Return
To ensure a seamless experience, follow the specific boutique procedure:
- In-Person Only: You must visit the specific boutique where you made your purchase.
- No Cross-Boutique Returns: It is not possible to return an in-store purchase to a different Polène boutique or by mail.
- Refund Method: The refund will be issued only to the original payment card used at the time of purchase. Ensure you have this card with you for the transaction.
- Immediate Processing: Our team will inspect the item on-site and proceed with your refund immediately upon validation.
Important Note
- Online Orders: For any order placed via our website, it is not possible to return or exchange the purchase in-store. Online orders must be returned exclusively via our Returns Center and sent back to our Atelier via DHL.