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.