DELIVERY AND TRACKING

 

 

  • Country of delivery

We deliver worldwide. Thus, your order is delivered directly to your home.
Unfortunately, we do not offer delivery to pick-up parcel shops.

 

  • Delivery delay

In France and Monaco, the delivery takes a maximum of 5 business days (excluding models on pre-order, in which case the delivery date is indicated on our website as well as on your order confirmation email).

For international delivery, the shipping takes a maximum of 6 to 7 business days (excluding models in pre-order, in which case the delivery date is indicated on our website as well as on your order confirmation email).

 

  • Shipping costs

Shipping costs are calculated based on the total weight of your order.

The shipping fees for a delivery in France are 9€, 15€ (or $20 USD for an order on our English website) for delivery to any other country in the European Union , and 20€ (or $25 USD for an order placed on our English website) for any other international destination.

 

  • Custom fees

All orders are shipped from our workshop in Spain.

For countries in the European Union, no customs fees are applied. For other countries, customs charges may be applied by Customs of the country of delivery. Please note that the customs fare varies depending on the country of delivery.

 

  • Carrier and tracking information

Our bags are shipped directly from our workshop in Spain and delivered by DHL.

Our carrier sends tracking information by email or text message as soon as your order is shipped, so that you can track your delivery.

 

  • Absence during delivery

Our parcels are delivered with signature tracking and must be signed for upon its arrival with the recipient. If the recipient is absent at the time of delivery, our carrier is able to organize a second delivery attempt the following business day.

It is also possible to choose a new delivery date that suits the recipient. This option is available via the link sent by DHL (under the tracking information).

 

If the recipient is not home for this second delivery, their parcel will be dropped off in a nearby pick-up parcel shop for seven days. The address of this pick-up parcel shop is left by the carrier on the delivery notice.

To pick up their parcel, the recipient will need to show a valid ID as well as their delivery notice.

 

  • Express delivery

Express delivery is not offered when placing an order. However, a Chronopost 24H delivery for Mainland France is possible if the model requested is in stock.

Also, please note that the request must be made by email before midday at the following address  contact@polene-paris.com.

The shipping fees for this method of delivery is a flat rate of 20€.

 

 

Frequently asked questions :

Can I get a home delivery ?

Indeed, we deliver worldwide. Your order can be delivered to your home by selecting the "Home delivery" option.

 

Will I have any customs fees to pay ?

Your order will be shipped from our workshop in Spain. For countries in the European Union, no customs fees will be applied.

For other countries, customs charges may be applied by the Customs office of the country of delivery. The rate varies depending on the country of destination.

 

Why are shipping fees not covered by the brand?

We want to sell our bags at the fairest prices all year long, so for this reason we cannot cover the shipping fees. We have chosen to be transparent about this, and not increase our selling prices in order to offer delivery.

 

 

 

  • Pick-up in store

You can also choose the free pick-up option in our Parisian store:

Polène Paris

48 rue Sainte-Croix de la Bretonnerie

75004 Paris

Open daily, from 11 am to 7:30 pm

 

If the model ordered is currently in stock on our website, you can pick it up as soon as your order is confirmed (you will then receive an email of confirmation).

 

If the model purchased is on pre-order on our website, it will be available for pick-up in our store at the date indicated on your order confirmation email and on our website.

 

Once your order has been confirmed, you can pick it up whenever you wish.  A confirmed pick-up order is reserved for you indefinitely.

 

To collect your order, you must present a valid ID and the credit card used for this purchase (photos of these documents are accepted).

 

A relative can also pick-up your order for you. To do so, this person will have to present their ID, as well as a photocopy (or photo) of your ID and the card used to place the order.

 

 

  • Modification of shipping address

If your order has been placed within the hour, you can send an e-mail to contact@polene-paris.com. We will make sure that your delivery address is modified.

If your order was placed over more than one hour (except for models in pre-order), unfortunately we cannot guarantee the possibility of changing your address. It is very likely that your order is already being prepared.

However, do not hesitate to contact us at contact@polene-paris.com so that we can confirm whether a change of address is possible.

 

  • Lost parcel

In the case of a lost parcel, we invite you to contact our customer service at the e-mail address: contact@polene-paris.com.

 

  • Parcel returned to the sender

In the case of the parcel being returned to sender, we invite you to contact our customer service at the e-mail address: contact@polene-paris.com.

 

 

Frequently asked questions :

When can I pick up my order ?

If you have ordered a model in stock, you can pick up your order as soon as your order is finalized.

Furthermore, if the model you ordered was available as a pre-order, you can pick it up on the date indicated on our website and on your order confirmation email.

 

Can I change my delivery address ?

Once your order has been finalized, unfortunately we can’t guarantee that we will be able to change your delivery address.

However, if you contact us within an hour of placing your order, we will do our best to respond favorably to your request.

 

What to do if I have a problem with my delivery ?

In case of lost or stolen package, or an order returned to the sender, please send an email to the following address : contact@polene-paris.com. We will make sure to answer you as soon as possible in order to solve the problem.

 

 

 

 

PLACE AN ORDER

 

 

  • How to order ?

To place an order, after having selected the model and the color of your choice by clicking on "Add to Cart", you just have to click on "Cart" at the top right of the page of our website.

When you are in your cart, you can modify the quantities, delete an article and add a note regarding your order and finally, click on "Confirm your order".

After this step, you can log in automatically and fill in your details, create an account or choose to place an order without creating an account.

Finally, you can select your shipping method: pick-up in store or home delivery, and proceed to payment by credit card (Visa or Mastercard).

 

  • Pre-order and availability date of a model

When a model is on pre-order on the product page, it means that the bag is currently being produced in our workshop in Spain.

A delivery or availability in store date is always indicated on the product sheet for model in pre-order.

Concerning a model that is out of stock on our website, you can choose to be notified of its restock by e-mail by clicking on "Email when available" on the product sheet.

 

  • Modification of my order

If your order has been placed within the hour, you can send an e-mail to contact@polene-paris.com.

However, we can only modify the color of your bag.

If you wish to order another model, we will proceed with the cancellation of your order (your refund will appear on your bank account within a few days), then we will invite you to place a new order.

 

If your order has been placed more than an hour ago (except for pre-order models), we can’t guarantee the possibility of modifying your order. It is possible that your order is already in preparation, or has already shipped.

In this case, we invite you to contact us at contact@polene-paris.com to check if the modification of your order is possible.

If the modification is not possible, you can return your order and then place a new order for the model that you want.

 

  • Confirmation of my order

After validation of your cart, your delivery information and your payment method, and after having clicked on "Validate payment", you will receive a confirmation email. This email is a summary of your order, specifying the desired shipping method and the delivery address entered.

If you do not receive an e-mail confirmation, do not hesitate to send an to contact@polene-paris.com.

 

  • Cancel my order

If your order has been placed within the hour, you can send an e-mail to contact@polene-paris.com. We will cancel your order and organize your refund (which will appear on your bank account after a couple of days).

 

If your order was placed more than 24 hours ago (except for pre-order models), we can’t guarantee the possibility of canceling it. It is very likely that your order has already been shipped.

In this case, you can contact us at contact@polene-paris.com to ask for a return.

 

  • Availability of a model in our shop

Our stocks are, in general, identical between our website and our store.

Therefore, a bag available on our website will also be available in store.

For any additional information, you can call us on +33 01 43 31 87 39.

 

 

Frequently asked questions :

Do I need an account to place an order on your website ?

It is not necessary to have a customer account on our website to order.

You can place an order by adding the product to your cart and then following the instructions on our website. You choose to create an account or not (the creation of an account is not automatic).

 

What if I can’t log in to my account to track my order ?

If you can’t log in via our website to follow the status of your order, please send an email to contact@polene-paris.com.

Most of the time, this inconvenience is because you have not created an account when placing your order. Therefore, we can send you an invitation to create one, or simply send you the necessary information regarding your delivery.

 

What is a pre-order ?

We sometimes offer pre-orders. This means that you can order a model, via our website, that is currently being produced in our workshop. The bag will be delivered to you on the date indicated on our website and on your order confirmation email.

If you choose the pick-up in our shop, you can then collect your bag on the date indicated on our website and on your order confirmation email.

 

How can I be sure that my order has been registered ?

Once your order has been validated, you will automatically receive an order confirmation email, which will ensure that it has been registered.

If you do not receive this email, we advise you first to check your spam and then contact us at contact@polene-paris.com. We can then modify the email address entered when placing your order and send you your confirmation.

 

Can I modify an order already validated?

Once finalized (the validated payment), we can’t guarantee you that a modification of your order is possible. Only a color change can be made, only if that your order has not already been shipped. Any change of model will require you to the cancel the initial order, and proceed with a new order.

 

If your order was placed less than 24 hours ago, you can send us an email at contact@polene-paris.com. We will then inform you of the status of your order and will proceed with the modification, if the bag has not yet been shipped.

 

Otherwise, you can organize a return (by contacting us via the address contact@polene-paris.com). You will be refunded the total cost of the bag. However, please note that the shipping costs will not be refunded.

 

 

Can I cancel my order ?

Once finalized (the payment validated), we can’t guarantee you that a cancellation of your order is possible. It is very likely that the order has already been shipped.

 

If your order was placed less than 24 hours ago, you can send us an email at contact@polene-paris.com. We will then inform you of the status of your order and then cancel it, if it has not yet been dispatched.

 

Otherwise, you can organize a return (by contacting us via the address contact@polene-paris.com). You will be refunded the total cost of the bag. However, please note that the shipping costs will not be refunded.

 

How do I know if a style is available in store ?

Our stock is the same in store as on our website. Therefore, a bag available on our website is also available in store.

For any question regarding the availability of our models in store, please call the following phone number : +33 01 43 31 87 39.

 

 

 

 

PAYMENT

 

 

  • Accepted methods of payment

On our website, it is possible to pay your order by Mastercard or Visa.

Your bank account will be charged after confirmation of your order.

 

In store, we accept cash (in Euros), as well as Visa and Mastercard.

We currently do not offer payment by American Express or Paypal.

 

We do not offer payment in installments on our website or in our shop.

 

  • Secure payment

All payments made on our website are completely secure and your personal data is not saved by Polène.

 

  • Currencies accepted

You can pay your order by choosing one of the following currencies :

- In Euros on our French website,

- In US Dollars on our English website,

- In Yuans on our Chinese website.

 

  • Payment difficulties

We use a strict security system for our website. Therefore, the name used to place an order must be the same as the name indicated on the credit card used for payment.

If  you encounter difficulties during this step, we advise you to contact your bank.

The message "2000 DONOR NOT HONOR" may appear during the validation of your payment: it is a message sent by your bank indicating the refusal of your bank to make the transfer. In this case, we invite you to contact your bank because only your bank can tell you the reasons for these difficulties and provide you with a solution.

 

  • Debit from my bank account

Your bank account will be debited as soon as your order is validated.

Please note that we do not offer payment in installments in store or on our website.

 

  • Invoice request

A summary of your order that can be used as an invoice and can be found in the order confirmation email, but we can of course also send you an invoice. For this, please contact us at contact@polene-paris.com.

 

  • Tax refund

We do not offer tax refunds in our shop or on our website.

 

 

 

 

 

 

Frequently asked questions :

How can I pay on your website ?

To place an order on our website, you must pay your order by credit card. We only accept MasterCard and Visa for the moment. We do not offer payment in installments.

 

How can I pay in your shop?

In store, you can pay either by credit card (MasterCard or Visa), or in cash (Euros only). Unfortunately, we do not accept checks or payments in installments.

 

Can I pay in Euros via your English website?

Unfortunately, it is not possible to pay in Euros on our English website, nor in pound sterling. For an order placed on our French website, it is not possible to change the currency (Euros).

 

What if my payment is not accepted on your website ?

If you have difficulties validating your payment via our website, we advise you at first to make sure that the credit card used is a MasterCard, or a Visa.

Secondly, seeing as our security system is strict, we advise you to make sure that the name entered in your personal details is the same as the name indicated on the bank card used.

Finally, if the problem persists, we advise you to contact your bank, the problem may come from there.

 

When is my bank account debited?

Your bank account will be debited as soon as your order is validated, and not according to the date of shipment of your order.

 

How to get an invoice?

Your order confirmation email is a summary that can serve as an invoice. However, we can also send you a standard invoice by email. All you need to do is contact us via the address contact@polene-paris.com.

 

Is it possible to have a tax refund?

We unfortunately do not have the accreditation to provide tax refunds. Therefore, we do not offer this service.

 

 

 

 

RETURN

 

 

  • Make a return from Metropolitan France

You have 15 days after receiving your order to make a return.

To do so, simply contact us at contact@polene-paris.com to request a return.

Please note that the bag must not have been worn; the reimbursement may be refused if the bag shows signs of use.

 

For a return from France, we will send you a pre-paid label, by email, that is valid for 7 days. This label has to be stuck on the outside of your parcel.

Therefore, you will be able to return your bag (preferably in a box so that the bag is not damaged during transport) by dropping off in a Colissimo deposit point or at the Post Office.

 

You will be refunded within 15 days of us receiving your return and you will be sent confirmation by email.

 

  • Make a return from the European Union

You have 15 days after receiving your order to make a return.

Please note that the bag must not have been worn; the reimbursement may be refused if the bag shows signs of use.

 

We are sorry but we do not offer free returns for returns outside of France.

To make a return, just contact us at contact@polene-paris.com to inform us of this return. We will then give you the return address.

 

You will then be able to return your bag (preferably in a box so that the bag is not damaged during transport) using the carrier of your choice.

 

You will be refunded within 15 days of us receiving your return and you will be sent confirmation by email.

 

  • Make a return from a non-EU country

You have 15 days after receiving your order to make a return.

Please note that the bag must not have been worn; the reimbursement may be refused if the bag shows signs of use.

 

Unfortunately, we do not offer a free return for returns outside of France.

In order to return a bag, please send an email to contact@polene-paris.com to inform us of your request. We will then give you the return address and the proforma invoice to stick on your package. Please note that if this invoice does not appear on your package (next to your shipping label), your package will be held in customs, and your refund will be delayed.

 

You can use the carrier of your choice to return a bag.

 

You will be refunded within 15 days of us receiving your return and you will be sent confirmation by email.

 

  • Make a return in our shop

You have 15 days after your purchase in our shop or upon receiving your order to make a return.

Please note that the bag must not have been worn; the reimbursement may be refused if the bag shows signs of use.

 

For an order placed on our website, it is possible to make a return in our Parisian shop. Just drop your bag off in the store and we will proceed with your refund.

 

  • Return a bag bought in our shop

The return for a purchase in our shop can only be done in our boutique.

It is not possible to return your shop purchase via the Post.

Please note that a refund can only be made on the card used for payment.

 

  • Refund

A refund is made within a maximum of 15 days after receiving the returned package, however we make every effort to ensure that it is made within three days following reception. Your refund will be confirmed by email.

The amount is refunded to the bank account of the card used to pay the order.

 

  • My bag has a defect

If your bag has a defect upon receipt, we invite you to contact us directly via the address contact@polene-paris.com and send us photos of the problems encountered, so that we can offer you the most suitable solution.

 

  • Responsabilty and sending

Once shipped, the return package and its contents are the responsibility of the customer until the package has been received by the company Polène.

 

  • Exchange

We are sorry but we do not offer exchange for purchases on our website, only returns. You will therefore need to return your order (by contacting us via the address contact@polene-paris.com). Your bag will be refunded, however, the shipping fees are at your cost.

If you want another color or another style, we will invite you to place a new order.

However, it is possible to exchange a color or model in our shop. To do so, simply go to the store and return your unworn bag. We will refund you via the card used for payment. The refund will appear on your bank account in the following days.

You will be able to choose your new bag and proceed to the payment.

 

  • Track the delivery of my return package

All refunds are processed within 15 days after receiving your bag in our shop.

We will contact you once your bag has been received. You can track your package with the tracking number on your return label.

 

For returns from countries other than France, it is strongly recommended to keep your tracking number : in the case of a delayed delivery, we will ask you this information to determine the location of your package.

 

 

 

Frequently asked questions :

Do you offer free returns ?

We offer free returns for any purchase made with home delivery in France. To receive your return pre-paid label, simply contact us via the address contact@polene-paris.com.

 

For any return outside France, the shipping fees are at your expense.

Also, we do not offer a free return for an order placed on our website with the option "pick-up in our shop".

 

How long do I have to return an package ?

You can return your bag to us for a refund within 15 days after receiving your order or the date of purchase in our shop. However, your bag must not have been used.

 

Can my return be refused ?

Indeed, your return request can be refused for two different reasons: if the return time is exceeded, or if your bag shows signs of wear.

For your return to be accepted, your bag must never have been worn. Each bag is examined upon reception, and your request may be refused if it shows signs of use.

Also, we will contact you as soon as possible after receiving your return package to confirm your refund.

 

Can I return my bag by post if it was bought in the shop ?

The return for a purchase in store can only be done in store.

Therefore, it is not possible to return your shop purchase by post.

Please note that the refund can only be made on the card used for payment.

 

What documents do I need to provide to return in store ?

You can of course return an item to our store. To do this, you must present your unworn bag, with  proof of purchase (receipt or order confirmation email).

 

The refund is then made immediately by our sales team on the card used for payment.

 

How long will I be refunded ?

We do our best to make your refund as soon as possible once your bag is received. We promise to refund within 15 days upon receiving the return package.

Your refund will always be confirmed by email. It is possible that the refund appears on your bank account a few days after confirmation.

 

How to exchange for a different style ?

Unfortunately, we do not offer an exchange for a purchase on our website, only reimbursement. You will need to contact us at the following address to organize a return: contact@polene-paris.com). Your bag will be refunded, however, the shipping costs are at your expense.

 

If you want another color or another style, we invite you to place a new order.

It is possible to exchange a model or color in store. To do this, simply go to the store and return your unworn bag. We will then proceed with your refund on the card used for payment. This amount will appear in the following days on your bank account.

You will be able to choose your new bag and proceed to the payment.

 

What if my bag has a defect ?

If you feel that your bag has a defect when opening your package, please contact us via the email address contact@polene-paris.com.

 

What do I do if my return package is lost?

As long as we have not received it, your return package is your responsibility. Therefore, if your package gets lost or if you encounter any other problem during the delivery of your return package, we invite you to contact the carrier directly.

Unfortunately we cannot refund you if we do not receive the package.

 

What if my return package is held at customs?

For any return from a country outside the European Union, it is important that you stick the proforma invoice sent by email on the outside of your package (it must be visible).

If the proforma is not visible on the parcel, there is a risk that your package will be held by Customs. If you realize that your parcel is being held by Customs (for example by following the delivery of your parcel thanks to your tracking number), we invite you to contact us via the address contact@polene-paris.com.  We will do everything possible to solve the problem, however, we decline any responsibility in case of a return to the sender.

 

 

 

 

GIFT CARD

 

 

  • In store

You will find gift cards in our store. You have the choice between three different fixed amounts: 160€, 270€ or 330€. Our gift cards can be used on our website or in our store.

 

  • On our website

Unfortunately you cannot purchase a gift card via our website.

 

  • Time of use

You can only use your gift card once (either in our store or on our website). However, there is no expiration date for its use.

 

  • Reductions and « promotional code » section

We aim to sell our bags at the fairest prices all year long, which is why we do not offer any reductions or promotional codes.

 

The « promotional code » section on our website is dedicated to the use of a gift card from our brand.

 

 

Frequently asked questions :

Do you offer gift cards ?

You can purchase a material gift card in our store. The amount of this one can either be of 160€, 270€, or 330€.

 

Can I use the gift card I received on your website ?

You can absolutely use your gift card to place an order on our website. To do so, you just have to enter the code you will find on your card in the “promotional code” section when finalizing your order.

 

How long do I have to use my gift card ?

Your gift card has no expiry date. However, you can only use it once.

 

Do you offer promotional codes ?

We do not offer any reductions or promotional codes, because we want to sell our bags at the fairest prices all year round.

The “promotional code” section on our website has been created to place an order thanks to a gift card from our brand.

 

 

 

 

POINTS OF SALE

 

 

Our bags are currently only sold on our website and in our store.

The address for our store is the following one:

Polène Paris

48 rue Sainte-Croix-de-la-Bretonnerie

75004 Paris

France

 

 

Frequently asked question :

Where can I buy your bags ?

Our bags are sold only on our website and in our store. Our store can be found 48, rue Sainte-Croix-de-la-Bretonnerie, 75004 Paris. We are open everyday from 11am to 7.30pm.

 

 

 

 

MAINTENANCE

 

 

All of our leathers are chosen with the greatest attention. We work with the best tanneries in Spain and Italy to offer the most elegant leathers. Any possible irregularity present on the leather is not a defect but simply because it is a natural material.

 

  • General advices

In order to take care of your bag and ensure its longevity, we recommend you follow these tips:

- Protect your bag from moisture: this could cause irreversible damage to your bag.

- Protect your bag from light and sources of heat, which can alter its color.

- Avoid any contact with fatty substances, cosmetics, or perfumes: these can cause difficult stains to remove.

- Avoid contact with abrasive materials that could scratch your leathers and metal parts.

- Remember to put your bag in its pouch when not using it. You can also stuff it with tissue paper to keep its shape.

- Avoid rubbing with dark colored clothing as much as possible to reduce the risk of color bleeding on to your bag.

 

  • Waterproofing

To better protect your bag from the weather and other external aggressions, we strongly recommend you waterproof your bag again: once shortly after the purchase, then approximately every six months.

It is also important to use a quality waterproofing spray, suitable for both leather (grained and smooth) and suede or nubuck.

 

  • Specific care

To better maintain your leather, we also advise you to regularly apply on your smooth or grained leather a transparent cleansing and moisturizing cream.

In case of a small scratch or stain, a tinted cream can also reduce this mark.

 

Finally, you can use a bristle brush on your velvet calf leather to maintain its homogeneity and remove any impurities.

 

  • Repairs

We offer you a repair service. If you wish to have your bag repaired, we invite you to contact us at contact@polene-paris.com, with pictures in your email if possible.

 

 

Frequently asked questions :

How do I look after the velvet calf leather ?

We advise you to brush the velvet calf leather regularly with a bristle brush in order to dust it and restore its shine and softness.

We also recommend you waterproof your bag with a waterproofing spray for suede and nubuck three months after your purchase, then every six months.

 

Furthermore, the nature of the suede leather means that there is a risk that the colour may transfer onto other materials. We recommend that you avoid contact and friction with other coloured materials, especially light coloured clothing. 

 

 

How do I look after the full-grained calf leather ?

We recommend, once or twice a year, a cleanser and transparent cream on your bag and massaging the leather with a soft cloth.

We also advise you waterproof your bag with a leather waterproofing spray 4 to 6 months after your purchase, then once a year.

 

How do I look after the smooth calf leather ?

We recommend apply a moisturizing and cleansing cream with a soft cloth in circular movements once or twice a year to protect it from drying out and micro scratches.

We also advise you waterproof your bag with a leather waterproofing spray 3 months after your purchase, then every 6 months.

 

When should I waterproof my bag ?

We recommend you waterproof your bag 3 to 4 months after your purchase with a suitable waterproofing spray (nubuck and suede for velvet calf leather, for leather for full-grained or smooth leather, there are also sprays used for leather and velvet calf leather) and then repeat the operation every 6 months.

 

The velvet calf leather is stained, how do I remove the stain ?

We advise you brush the velvet calf with a bristle brush. If the stain does not disappear, we recommend you go to a specialized laundry for a more optimal cleaning.

 

The leather is stained, how do I remove the stain ?

We recommend applying a transparent and cleansing cream with a soft cloth. If the stain is too important and does not disappear, we recommend you go to a specialized laundry for a more optimal cleaning.

 

My clothes rubbed off my bag, what do I do?

It may happen that the color of a garment rubs off on your bag. This resulting from the garment dye, we unfortunately cannot act.

In order to make these stains disappear, we advise you to use a bristle brush for the velvet calf leather or apply a cleansing and transparent cream for the calf leather. If that is not enough, we advise that you y go to a specialized laundry that can offer you an optimal cleaning solution.

 

My calf leather bag is scratched, what do I do ?

We work with quality leather, however, because of leather being a natural material, it is unfortunately possible that it is damaged in case of contact with an abrasive surface.

However, a cleansing and moisturizing cream for leather can reduce these scratches.

 

Can I have my calf leather bag repaired?

If you wish to send your bag for repair, please send us an email to contact@polene-paris.com, with the reason of the repair, preferably with pictures attached. We will then tell you if a repair is possible, and at what cost.

 

 

 

 

APPLY FOR A JOB OR FOR A PARTNERSHIP

 

 

  • Submit a spontaneous application

You can submit a spontaneous application to join us. To do this, simply send an email to contact@polene-paris.com. Your request will be transferred to the service concerned.

 

  • Apply for a partnership

If you want to set up a collaboration with our brand, you can send us an email at contact@polene-paris.com. Your request will be transferred to the service concerned.

 

 

Frequently asked questions :

How to apply for Polène ?

You can send an email to contact@polene-paris.com with a cover letter and a resume. This will then be transmitted to the appropriate department.

 

Do you collaborate with influencers ?

Indeed, you can apply for a partnership with Polène. To do so, simply submit your application to contact@polene-paris.com. Your request will then be forwarded to the service concerned.

 

 

 

 

MY ACCOUNT

 

 

  • Create an account

Click on "Log in" at the top right of the home page on your computer, or on the illustration of our Number One at the top right of the screen on your cell phone.

Select "Register" under the title "Create an account".

Fill in the requested information and validate.

You will receive a confirmation email at the email address entered.

 

  • Sign in to my account

To sign into your account, click on "Log in" at the top right of the home page on your computer, or on the illustration of our Number One at the top right of the screen on your cell phone.

Enter your email address and your password then validate.

 

  • Change my password and my personal information

After you've logged in, simply click on "Your account" at the top right of the home page on your computer, or our Number One illustration at the top right of the screen on your cell phone.

 

To change your password, click on "Change password", fill in the email address used for your Polène account and confirm.

You will receive an email with a link to our website. You simply have to enter your new password and confirm.

 

To edit your personal information, click on "View addresses" and then click on "Edit". After modifying your information, click on "Update address".

 

  • Forgot your password

If you have forgotten your password, click on "Log in" at the top right of the home page on your computer, or on the illustration of our Number One at the top right of the screen on your cell phone.

Then click on "Forgot your password ?", fill in the email address used for your Polène account and validate.

You will receive an email with a link to our website. You’ll just have to enter your new password and confirm.

 

  • Past orders

Your account is used to regroup all your past orders creating an order history.

However, orders placed before the creation of the account cannot be added.

 

  • Protection of personal data

For any information concerning your personal data, please click here and go to article 8: "Personal information".

 

  • Delete my account

If you want to delete your Polène account, we invite you to contact us at contact@polene-paris.com.

 

 

 

Frequently asked questions :

How to modify the personal data on my my account ?

After you've logged in, simply click on "Your Account" at the top right of the home page on your computer, or on our number one illustration at the top right of the screen on your cell phone.

To edit your personal information, click on "View addresses" and then click on "Edit". After modifying your information, click on "Change address".

 

I forgot my password, how to retrieve it ?

If you have forgotten your password, click on "Log in" at the top right of the home page on your computer, or on the illustration of our Number One at the top right of the screen on your cell phone.

Then click on "Forgot my password ?", fill in the email address used for your Polène account and validate.

You will receive an email with a link to our website. You’ll just have to enter your new password and confirm.

 

How to change my password ?

After you've logged in, simply click on "Your Account" at the top right of the home page on your computer, or on our Number One illustration at the top right of the screen on your cell phone.

To change your password, click on "Change password", fill in the email address used for your Polène account and confirm.

You will receive an email with a link to our website. You’ll just have to enter your new password and confirm.

 

Do I have to create an account to place an order ?

You can order without creating an account.

However, if you want to create an account later, orders placed before the creation of the account cannot be added.

 

Is my personal data protected ?

For any information concerning your personal data, please click here and go to article 8: "Personal information".

 

How to delete my account?

If you want to delete your Polene account, we invite you to contact us at contact@polene-paris.com.

 

 

 

 

NEWSLETTER AND BE INFORMED OF THE AVAILABILITY OF A PRODUCT

 

 

  • How to subscribe to our newsletter ?

To register, simply go to the bottom of our website, and under the heading "Newsletter" you can fill in your email address.

 

  • How to unsubscribe from the newsletter ?

To unsubscribe, simply click on "Unsubscribe" when you receive an e-mail from us. It will be immediate.

 

  • Notify me of the availability of a product

If you wish to be alerted of the re-stocking of a product on our website, simply go to the product page of the model, select the color that interests you and then click on the bottom right of the page: "Email when available" and fill in your email address.

 

 

Frequently asked questions :

How to subscribe / unsubscribe from the newsletter ?

To register, simply go to the bottom of our website, and under the heading "Newsletter" you can fill in your email address.

To unsubscribe, simply click on "Unsubscribe" when you receive an e-mail from us. This will be immediate.

 

What information will I receive via the newsletter ?

The newsletter keeps you informed about our news and new products.

 

Can I have a promotional code for my newsletter subscription ?

We aim to sell our products at the fairest prices all year long, this is why we do not offer a promotional codes.

Please note that any promotional code that you find online is fake.

 

How to be alerted of the re-stocking of a product ?

If you wish to be alerted of the re-stocking of a product on our website, simply go to the product page of the model, select the color that interests you and then click on the bottom right of the page: "Email when available" and fill in your email address.

 



© 2017 POLENE