Customer Service Policy

Service Overview

polene-parisoutlet.com adheres to the customer-centric service principle and formulates standardized Customer Service Policy, covering pre-sales consultation, order service, after-sales protection, message feedback and other full-link service contents, aiming to provide professional, efficient and warm one-stop shopping service for all global users.

Multi-Channel Service Contact

We provide diversified authorized reseller email service channels to meet users’ different consultation and service demands. Users can contact our professional service team through the corresponding email address according to their demands: press@polene-parisoutlet.com for brand cooperation and press consultation; support@polene-parisoutlet.com for daily shopping consultation, order problem solving and after-sales service application; wholesale@polene-parisoutlet.com for bulk wholesale business consultation and cooperation docking. Our team will reply to user messages within the shortest time to solve user problems efficiently.

Pre-Sales Service Specification

Our customer service team provides comprehensive pre-sales consulting services, including product detail introduction, size matching guidance, material description, discount rule explanation, shipping standard query and shopping process guidance. We will answer all user shopping questions patiently and professionally, help users fully understand product information and platform service rules, and assist users in completing order placement correctly.

In-Sales Order Service

During the order payment and delivery process, we provide real-time order tracking service. Users can consult customer service about order payment confirmation, processing progress, logistics shipment status and other problems at any time. We will timely feed back the latest order dynamics to ensure users can grasp the order progress in real time.

After-Sales Service Guarantee

We provide perfect after-sales service guarantee for all orders on polene-parisoutlet.com, covering free return, standardized refund, product quality after-sales maintenance and problem consultation. For product quality problems, logistics damage problems and order abnormal problems, we will provide targeted solutions according to platform policies to fully protect users’ shopping rights and interests.

Service Tenet

All customer service behaviors abide by the principles of standardization, efficiency, patience and integrity. We respect every user’s demand and feedback, continuously optimize service processes and improve service quality, and strive to solve all shopping problems for users in place, creating a reassuring and pleasant shopping experience.

 

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