Warranty
One-year warranty
Every Poelle piece is made by hand in our own atelier. If something is wrong with how it was made, we put it right.
Warranty
Every Poelle piece is covered for one year from the day it reaches you, against manufacturing defects that are not caused by wear and use.
Covered
- 01 Seams or stitching that come apart
- 02 Hardware that breaks or detaches in normal use
- 03 Edge paint that cracks or peels
- 04 Lining that tears along a seam
- 05 A magnetic closure that stops holding
Not covered
- Normal wear: softening, creases, light scuffs, fading
- Damage from use: overloading, cuts, stains, water marks
- Improper care: heat, coloured or unsuitable creams, solvents, washing
- Accidents: falls, tears, sharp objects
- Pieces altered or repaired elsewhere
- Loss or theft
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01/03
Write to us
Send your order number or any proof of purchase and a few photos to support@poelle.com.
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02/03
The atelier reviews
Our craftspeople look at the photos and reply with the next step.
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03/03
We make it right
If it is a defect, we repair or replace the piece ourselves, at our cost. Shipping both ways is on us.
Outside the warranty we don't take repairs. That is why a little care matters.
Good to know
Simple terms
- 01 The warranty covers any Poelle piece, wherever you bought it: on our website, from our partners or on marketplaces.
- 02 The year counts from the day the piece is delivered to you.
- 03 Repair or replacement, and shipping both ways, are at our cost.
- 04 A piece we replace gets a new one-year warranty.
- 05 Any proof of purchase works: an order number, a receipt, or an invoice from our partner or marketplace.
With love, Poelle.
Questions about the warranty · support@poelle.com
The Poelle guarantee and your rights, in short
Every Poelle piece comes with a one-year Poelle guarantee. The year counts from the day the piece is delivered to you, not from the day you ordered it. It applies wherever you bought it: on our website, from a partner store or on a marketplace.
It covers manufacturing defects: seams that come apart, hardware that breaks in normal use, edge paint that cracks or peels, lining that tears along a seam, a magnetic closure that stops holding. It doesn't cover normal wear, damage from use, the results of improper care, accidents, or pieces repaired elsewhere.
To make a claim, email support@poelle.com with your order number or any other proof of purchase, plus a few photos or a short video. Our craftspeople review them and reply with the next step. If it is a defect, we repair the piece in our atelier or replace it at our cost, with shipping both ways covered. A replaced piece gets a new one-year guarantee.
The Poelle guarantee does not limit your statutory rights: as the seller, we are liable for any lack of conformity that appears within 2 years of delivery, and we respond to every complaint within 14 days. Returning an unused piece is separate: you have 30 days, see our return policy.
How long is the Poelle guarantee?
One year from the day of delivery. Separately, as the seller we are liable for lack of conformity for 2 years.
Does it cover a bag bought from a partner store?
Yes. Any proof of purchase works: an order number, a receipt, or an invoice from the partner or marketplace.
Who pays shipping for a guarantee repair?
We do: the repair or replacement and shipping both ways are at our cost.
Do you offer paid repairs?
No, including after the guarantee ends. That is why a little care matters.
