Polène does not offer complimentary returns. To simplify the process for our guests, we provide a prepaid service at a preferential rate.
Return Shipping Fees
Rather than requiring you to organize your own shipping, we provide a prepaid DHL return label.
- Deduction: The cost of this label is not paid upfront. Instead, it is deducted from your final refund amount.
- Standard Rate: The return fee generally corresponds to the initial shipping cost applied to your order.
- Transparency: This preferential rate ensures a secure, tracked journey back to our Atelier via our trusted partner, DHL.
Why We Work This Way
By not incorporating the cost of potential returns into the price of our items, the Maison is able to offer our collections at the fairest and most honest price year-round for all our guests.
- Fair Value: We believe in a pricing model where you only pay for the logistics specific to your own order.
- No Hidden Costs: This approach allows us to maintain artisanal quality without artificial price markups.
In-Store Returns
If you purchased your item at one of our boutiques, you may return it in person to the original point of sale free of charge.
- Online Restrictions: Online orders cannot be returned in-store. All website purchases must be returned via our postal process to ensure correct accounting and logistical handling.
Important Note
- To initiate a return and receive your prepaid label, visit our Returns Center.
- The return must be requested within 30 days of receiving your order.
- For more information on the refund timeline, read How long do refunds take?.