Frequently Asked Questions

Poelle is a Ukrainian fashion brand specializing in leather accessories. Our products are made in Horodok, Lviv Oblast. We grew out of our own production—not from a fashion school, but from a genuine craft. Every bag is made in our workshop, under our full supervision, from the first cut to the final stitch.

Learn more about the brand — About Us

All Poelle bags are manufactured in our own production facility in Ukraine. We are a vertically integrated brand: we design, cut, sew, and finish every product ourselves. This means we make no compromises on quality, as we never outsource production.

Yes. We photograph our products honestly—in natural settings, without excessive editing. What you see on the website is exactly what you get. We believe in complete visual transparency.

Our products are also available in multi-brand boutiques throughout Ukraine.

We work with full-grain leather, soft suede, and premium, tactile linings. Our hardware is of the highest quality, sourced from leading global manufacturers. Every material is chosen based on how it feels and how long it lasts—nothing is purely decorative; everything is functional.

Our manufacturing facility is located in Ukraine, and we oversee the entire production process. We produce in realistic batches, maintain good working conditions, avoid overproduction, and use materials designed to last for decades. Durability is our hallmark.

Select a bag on the website, add it to your cart, and proceed to checkout. Payment can be made by Visa/Mastercard, in installments via Monobank, or by cash on delivery at Nova Poshta rates.

Yes, you can cancel your order for free within 12 hours of placing it—with a full refund. After that, your order is already being processed. If you need to cancel, please email us at support@poelle.com as soon as possible.

We accept payments via secure Visa/Mastercard, Monobank installment plans, and cash on delivery through Nova Poshta. For more information on payment options, see Delivery and Payment.

Yes, on the checkout page, you can place an order using the “Cash on Delivery” payment method. We will ship the item via Nova Poshta using the “Cash on Delivery” service for the total order amount. For more information on payment and delivery, see Delivery and Payment.

Yes. If an item is out of stock, the product page will indicate the estimated time for production and delivery.

Please email us at support@poelle.ua or call our hotline as soon as possible. We will help you redirect your package.

Every Poelle order arrives in our signature packaging—stylish and meticulously designed so that unboxing becomes a true ritual. The box, tissue paper, and ribbon—everything is carefully selected so that the product doesn’t just arrive, but enters your life. That’s why you can give our product as a gift in its original box, which is sure to make a lasting impression.

We deliver orders exclusively via the “Nova Poshta” courier service. Your package is insured and securely packaged. Delivery within Ukraine takes 1–2 days. For more information on delivery and payment, see Delivery and Payment.

Yes. Poelle ships worldwide—including to Ukraine, the European Union, the United States, Canada, the United Kingdom, and other countries. All international shipments are insured and tracked.

Shipping costs depend on Nova Poshta's rates.

Yes. Once your order has been shipped, you will receive an email or text message with a tracking number.

Yes. All Poelle products come with a 1-year manufacturer’s warranty from the date of purchase. If any manufacturing defect arises during this period, we will repair or replace the product completely free of charge. We stand fully behind our work.

The warranty covers manufacturing defects: seam failure, hardware malfunction, structural defects, lining issues, and material defects that arise during normal use. The warranty does not cover damage caused by misuse, exposure to moisture, accidents, or natural wear and tear (scratches, scuffs from daily wear).

If the product arrives in unsatisfactory condition, please contact us immediately at support@poelle.ua with a photo or short video of the defect. We will resolve the issue quickly: either by sending a replacement or by issuing a full refund.

We are deeply committed to the durability of every product we make. If a problem arises after the warranty period has expired, please contact us, and we will do everything we can to assist with repairs—either by handling them ourselves or by recommending a repair technician near you.

We offer a hassle-free 14-day money-back guarantee. If for any reason you are not satisfied with your purchase, please contact us within 14 days of receiving your order, and we will arrange for the return of the item and a full refund.

Please email support@poelle.ua with your order number and the reason for the return. We will provide instructions on the best way to return the item. The item must be unused, in its original condition, and in its original packaging.

You can return your order for free using Nova Poshta's “Easy Return” service.

Yes. Please contact us at support@poelle.com within 14 days of receiving your order. Exchanges are subject to availability. The item must be unused, in its original condition, and in its original packaging.

Once we receive the returned item, the refund will be processed within 2–5 business days and credited to your original payment method.

• Avoid prolonged exposure to moisture; if the bag gets wet, gently blot it with a soft cloth and let it air dry.
• Store in a cool, dry place, away from direct sunlight.
• Treat with a special conditioner for genuine leather every few months.
• To clean, use a soft, dry cloth or a special leather cleaner.
• Store in the included dust bag.

That’s right—and that’s the point. Full-grain leather develops a unique patina that makes each bag even more personal and distinctive over time. That’s a sign of true quality.

Our customer support team is available 24/7. Email us at support@poelle.ua—we’ll respond within a few hours.

You can also contact our support team by calling our hotline at +380 95 004 96 02.

For partnership inquiries: cooperation@poelle.com.

Poelle has a profile on almost every popular social media platform, where you can follow us to stay updated on new collections and brand news.

Tiktok – http://tiktok.com/@poelle_atelier
Instagram – https://www.instagram.com/poelle_atelier
Facebook – https://www.facebook.com/profile.php?id=100085934913705
LinkedIn – https://www.linkedin.com/company/atelier-poelle/
Threads – https://www.threads.com/@poelle_atelier
X (Twitter) – https://x.com/poelle_atelier
Youtube – https://www.youtube.com/@Poelle_Atelier
Pinterest – https://www.pinterest.com/poelle_atelier/