FAQ

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.

All major credit and debit cards, Shop Pay, Apple Pay and Google Pay. Every payment is processed securely at checkout.

Not in the UK yet. You can pay with all major credit and debit cards, Shop Pay, Apple Pay and Google Pay.

No. Shipping is complimentary, and import duties and taxes are already included in the price for every country we ship to. 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 write to us and we will do our best to help.

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.

Every UK order ships from our atelier in Ukraine. The product page always shows the timing for the piece you choose.

• In stock: 5–7 business days.
• Made to order: 10–15 business days, or the exact date shown on the product page.

poelle.uk delivers across the United Kingdom. Delivery is complimentary, and import duties and taxes are included in the price.

Ordering from the US? Visit poelle.com. From the EU, Norway or Switzerland? Visit poelle.eu. From Ukraine? Visit poelle.ua.

As soon as your order ships, you will receive an email with a tracking link. Tracking may take a little time to update after your parcel is handed to the carrier.

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

Please check with neighbors and your building's mailroom, then email support@poelle.com as soon as possible. We will open a claim with the carrier and keep you updated.

You have 30 days from delivery to return your order for a full refund. The piece should be unused and in its original condition, with its dust bag, box and tags.

Full details are in our Returns.

Email support@poelle.com with your order number and a few photos of the piece and its packaging. Once we approve the return, we will send you the address of our atelier in Ukraine and a short customs note for the parcel. Please don't send a parcel without an approved request: we can't accept it.

Return shipping is at your cost; please use a tracked service. If your piece is faulty or not what you ordered, we cover shipping both ways.

As soon as we receive your return and check it, we refund your original payment method. Your bank may need a few more days to show the refund.

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.

Gift cards and personalized pieces.

Please email support@poelle.com as soon as possible with your order number and photos or a short video. We will send a replacement or issue a full refund, at no cost to you.

Yes. Every Poelle piece comes with a 1-year limited warranty 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.

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.

Email support@poelle.com with your order number and photos or a short video of the issue. If the defect is ours, we cover shipping to our atelier and back.

No. We repair or replace pieces with manufacturing defects under our warranty, free of charge. We don't offer paid repairs, including after the warranty 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 colorless 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 colors 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 yet. For now, poelle.uk is our home in the UK, 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.

Yes. Poelle gift cards come in £100, £200, £500 and £1,000 values. They are digital and delivered by email, and you can send one straight to the recipient with a personal message. The balance can be used across several orders, and the card has no expiration date. Gift cards can't be returned or exchanged for cash.

Email support@poelle.com. We reply every day, 7 AM – 7 PM UK time.

For partnerships and press: cooperation@poelle.com

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Poelle USA Inc., 7901 4th St N, Ste 300, St. Petersburg, FL 33702, United States