Maison Polène is committed to the exceptional quality of its creations. If you observe an anomaly upon receiving your item, our team is available to assist you with a dedicated diagnostic.
Procedure for Reporting a Defect
If your bag or jewelry piece presents a defect upon receipt, follow these steps to ensure a swift resolution:
- Contact Us: Contact our team by clicking on Submit a Request.
- Provide Documentation: To facilitate the assessment, include high-resolution photographs clearly showing the issue.
- Include Order Details: Mention your Order Number and the name of the item.
Resolution Process
- Expert Assessment: Once your request is received, our specialized team will carefully examine the provided photographs to determine the nature of the defect.
- Tailored Solutions: Based on the diagnostic, we will recommend the most appropriate solution, which may include a repair, an exchange, or a refund.
- Timeframe: We recommend reporting any defect as soon as possible after receipt to ensure the best possible support.
Important Conditions
- Authenticity: This service is reserved for items purchased exclusively via our official website, polene-paris.com, or our permanent boutiques.
- Standard Wear: The natural evolution of materials or damage resulting from daily accidents (scratches, dye transfer, moisture exposure) does not constitute a manufacturing defect.
- Boutique Purchases: If you purchased your piece in one of our boutiques, contact the store directly for immediate assistance.
Need Further Assistance?
- Restoration Services: If you have already used your item and a concern has appeared later, read our dedicated article: Can I have my bag repaired? for information regarding our repair services.