Frequently Asked Questions

Choose your piece, add it to your bag and continue to checkout. Once payment goes through, you will receive an email confirming your order and its number.

Visa and Mastercard, Apple Pay, Google Pay and Shop Pay. When you pay in złoty on poelle.pl, BLIK and Przelewy24 are also available. Every payment is processed securely at checkout.

No. Prices include VAT and all duties and taxes, and delivery is complimentary. Nothing is due on delivery.

Yes — within 12 hours of placing it, free of charge and with a full refund. Email support@poelle.com with your order number. After that, your order is already being prepared, but you can still return it after delivery (see Returns & exchanges).

Yes. Pieces that are not in stock are made to order in our atelier. The product page marks them as Made to order and shows the delivery time: 10–15 business days, or an exact date.

Delivery is complimentary on every order, and every parcel is insured and tracked.

It depends on where your piece is waiting for you. The product page always shows the timing for the piece you choose.

• In stock in our warehouse in Poland: 1–2 business days within Poland, 1–3 business days to other EU countries.
• In stock at our atelier in Ukraine: 5–7 business days.
• Made to order: 10–15 business days, or the exact date shown on the product page.

poelle.eu delivers to all EU countries, Norway and Switzerland. Delivery is complimentary, and all duties and taxes are included in the price.

Ordering from the US or elsewhere? Visit poelle.com. From Ukraine? Visit poelle.ua.

As soon as your order ships, you will receive an email with a tracking link.

If your order has not shipped yet, email support@poelle.com as soon as possible, and we will update the address.

You have 30 days from delivery to return your order for a full refund.

The first 14 days are your statutory right of withdrawal as a consumer in the EU: you don't need to give a reason, and you may examine the piece as you would in a shop. From day 15 to day 30, our voluntary return promise applies: the piece should be unused, with its dust bag, box and tags. Full details and the withdrawal form are in our Returns & Withdrawal Policy.

Email support@poelle.com with your order number, or send us the withdrawal form from our Returns & Withdrawal Policy. Any clear statement that you wish to return your order is enough. We will reply with the return address in Poland and instructions.

Return shipping is at your cost. If your piece is faulty or not what you ordered, we cover shipping both ways.

As soon as your return reaches us, we refund the full amount to your original payment method — and in any case no later than 14 days after we receive your withdrawal statement. We may hold the refund until the piece is back with us or you send proof that you have shipped it, whichever comes first.

Yes, within 30 days of delivery. The quickest way is to return your piece and place a new order for the one you'd like. That way you won't wait for the exchange to be processed.

Pieces personalized or made to your individual specifications.

Please email support@poelle.com with your order number and photos or a short video. We will repair or replace the piece or refund you in full, at no cost to you, and we will respond to your complaint within 14 days.

Yes. Every Poelle piece comes with a 1-year Poelle guarantee from the day of delivery. It covers manufacturing defects in seams, hardware, construction, lining and material that appear with normal use. Depending on the issue, we will repair or replace the piece free of charge, and if the defect is ours, we also cover shipping.

Our guarantee is in addition to your statutory rights: under EU law, the seller is liable for any lack of conformity that becomes apparent within 2 years of delivery.

Damage from accidents, misuse or water, and natural wear. Over time, the corners and the places you touch most may show soft signs of wear and slight changes in texture. This is the nature of natural leather, not a defect.

No. We repair or replace pieces with manufacturing defects free of charge, under our guarantee and your statutory rights. We don't offer paid repairs, including after the guarantee ends, and we don't repair pieces from other brands.

• Keep it away from prolonged moisture. If it gets wet, blot gently with a soft cloth and let it dry naturally, away from direct heat.
• Store it in its dust bag, in a cool, dry place away from direct sunlight. Fill it with tissue paper to keep its shape.
• Wipe it with a soft, dry cloth. Every few months, treat smooth leather with a colourless cream and brush suede with a suede brush. Test any product on a hidden area first.

You'll also find a care guide in the box with your piece.

We work with natural leather and suede. Linings are eco-leather. The hardware is gold-tone metal. The composition and dimensions of each piece are listed under Specifications and Materials on its product page.

Poelle is a Ukrainian house of leather bags, founded in 2021 as a women's brand. Every piece is made in our own atelier in Horodok, in the Lviv region, where our artisans cut, stitch and finish each bag from the first cut to the final stitch. We don't outsource production, and we make in small batches to avoid overproduction.

More about us

We photograph our pieces in natural light, without heavy retouching. Natural leather varies slightly in grain and tone, so every bag is a little different, and colours can look slightly different from screen to screen.

Natural leather is a living material: it softens with use, and the corners and the places you touch most may show soft signs of wear. That is its nature, not a defect. With regular care, your bag keeps its look for years. Suede is more delicate, so brush it often and keep it away from moisture.

Every product page lists the exact dimensions under Specifications and Materials. Not sure your phone, wallet, tablet or laptop will fit? Email support@poelle.com and we'll tell you.

Not in the EU yet — for now, poelle.eu is our home here, and we hope to welcome you in person soon. In Ukraine, our pieces are available in partner boutiques across the country.

Every piece arrives in our signature box, wrapped in tissue paper and tied with a ribbon, in a fabric dust bag, with its tag and a care guide. Every order is ready to give.

Yes. Just enter the recipient's name and address at checkout. We never include a receipt or invoice with prices in the parcel, so your gift stays a surprise.

Email support@poelle.com. We answer every message and respond to complaints within 14 days.

For partnerships and press: cooperation@poelle.com

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Seller: POELLE POLSKA sp. z o.o., ul. Hugona Kołłątaja 3/15, 20-006 Lublin, Poland. NIP 7123486707 · KRS 0001147619 · REGON 540583130.