FAQ

Shipping usually takes between three to five business days, depending on your location, but may take up to seven days for some destinations. More specific shipping days can be found when selecting your preferred shipping method at check out.

You can ship your order to another country by choosing that country as shipping country on our website. You can still fill out your billing address in your current country.

We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, Canada, South Korea, Japan, China, Singapore, Australia and Hong Kong. 

Complimentary express shipping on all orders. Please note that free shipping will be applied to your order at checkout.

Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.

Select Acne Studios stores offer the option to collect orders placed on Acnestudios.com in-store. This service is complimentary. If available for your order, ‘Collect in Store’ will be displayed as a shipping option at checkout. 

Once you have received the notification email, you will have 14 days to collect your order. The 14 day period begins on, and includes, the day you receive the notification email. If your order is not collected within 14 days, Acne Studios will process a return on your behalf and your original method of payment will be refunded.

When you come to the store to collect your order, please bring: 

• The original method of payment.
• Your government-issued photo identification.
• The order confirmation email.

If you would like a representative to collect your order on your behalf, please ensure that they bring:

• The original method of payment.
• Their own government issued photo identification.
• A copy of your government-issued photo identification.
• The order confirmation email.

We offer full refunds or exchanges into a different size for item shipped back within 7days from when it was delivered to you.

To register a return or exchange, simply login to your Account, find the order you want to return or exchange and click on 'return an item'. If you checked out as a guest, please visit our returns page, and enter your order information to request a return or exchange. 

Refunds for returned merchandise will be made to the original purchaser’s form of payment.

Personalised items are made to order and cannot be returned or exchanged.

You may return full priced online orders purchased on acnestudios.com to Acne Studios stores in the same country where the purchase was delivered to. All items must be in their original condition, with all original tags and packaging intact to be eligible for return. Please make sure to bring your original online order number with you when making a return or exchange. Please note that sale items purchased online can not be returned in store.

To return online item(s) for a refund in store, the funds will credit back to the original form of payment used online.

To exchange online item(s) in store, you can swap for the same item in a different size or color. Please note exchanges done in-store are final and can no longer be returned or exchanged again.

Gift orders placed online are eligible for the same return policy as all other online orders. In order to process a return or exchange on a gift purchase (online or in store), we must first locate the original transaction from the purchaser to determine eligibility. This can usually be done easily with the purchaser’s exact name, email address, or the order number itself.

Please note that gift returns for refund can only be issued to the original form of payment (the purchaser’s), and any online exchanges (size only) will by default ship to the original shipping address from the order and email the new tracking details to the purchaser’s email.

Once your return has been received and processed, you will receive an email notification. 

It should take 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.

Information on this page applies to online purchases only. For information on return & exchanges for store purchases, contact individual stores.

You may select ‘Register Return or Exchange’ or contact Client Services to arrange a return or exchanges. Please note that the seven (7) days return window is calculated from the day you receive/sign the package to the date that Shunfen Express collects the return. Acne Studios reserves the right to refuse returns received after the specified 7-day period. 

Please be reminded that the effective date of authorization for returning goods is based on the actual date of SF Express collecting the return.  

Conditions for Returning Items: 

• Please ensure that the items are unused, unworn, unaltered, unwashed, undamaged, and in the same condition as when received, including the original tags and seals well. 
• Please keep the packaging of the returned items intact and do not remove any labels or tags from the returned items. Additionally, the original packaging of the goods should be returned (e.g., paper bag, packaging bag, jewelry box, shoebox, sunglasses case, dust bag, etc.). 
• Footwear must be tried on clean and soft surfaces. Acne Studios does not accept returns or exchanges if the soles of the shoes show signs of wear or scratches caused during the try-on process. 
• For hygiene reasons, intimate items such as underwear, swimwear, socks, etc., cannot be returned or exchanged. 
• Personalized/customized items cannot be returned or exchanged. 

How to Return: 

• Click on "Register Return or Exchange" and submit a return/exchange request after selecting the reason for return. 
• Place all the items you wish to return from your order in the original delivery box and seal it securely. Please ensure that you use the original box for the return to avoid any delays in the return process. If your order was shipped in multiple packages, please register the return after receiving all the packages. 
• Acne Studios will cover the return shipping costs. Please use the designated courier service provided by Acne Studios, Shunfen Express, for the return shipment. Please make sure to select the correct method of payment for the shipping fees. If the shipping fees have already been paid, Acne Studios will not be able to provide a refund for the shipping costs. 
• Please contact Client Services and provide the corresponding SF Express tracking number once the return is shipped. Ensure that the provided tracking number matches the returned goods. Once the warehouse receives the returned goods, it will take 3-5 business days to process the return, and the refund will be issued to your original payment method. 

Our regular return and exchange policy for online orders as described above applies during sale periods.

Please note that sale items purchased online can not be returned in store, they must be sent back. If you have not received a prepaid return label with your order, please contact our Client Services team for support.

Once received, returns take approximately 3-5 business days to process. Upon completion, a refund confirmation email will be generated and sent to you.

For exchanges, please allow an additional 1-2 business days processing time for the new item(s) to be prepared and dispatched. Upon completion, a shipment confirmation for your new exchange order will be generated, including your new tracking details.

Please note that return processing may take additional time during peak seasonal times.

Once your order has been approved, you will receive an email confirmation with your shipping details and a tracking number. 

Sign in to your account and click “My Profile” for tracking and shipping status or simply follow the tracking number you received in the shipping confirmation email. 

Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us.

An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color of the item. 

If you wish to receive support with changing or updating your order, please contact us as soon as possible and make sure to have your order number available. 

We are unable to add items to any existing order. Additional items must be handled as a separate order. If the first order has not already been processed at our logistical center, we might be able to combine the orders. To improve your chances of receiving all items in the same shipment, please contact us with your request as soon as possible after placing the order. 

If you purchased an item which later shows a price reduction on our website, during our official sale, we will be able to refund the price difference back to you, if your request came within the 7-day return window for your order.

The item would need to still be in stock on our website in the exact same style, colour, size and country.

You cannot cancel your order yourself, but we can of course help you. If you wish to request a order cancellation, please contact our Client Services team. 

Please note that the order can only be cancelled before it has been processed and shipped. After that, we cannot guarantee a cancellation. 

If you wish to change your shipping address, please contact our Client Services team.

You order's shipping address can only be changed before the order has shipped.

Acne Studios accepts the following payment methods:

WeChat Pay:

You can choose to pay securely with your registered WeChat account. You will be redirected to WeChat to complete the purchase.

Alipay

You can choose to pay with your registered Alipay account.

Our clothes are based on European/German sizing. Also, our shoes follow the European sizing. If you want to compare our sizes to your regular size, please use our size chart that you find at each item.

For most items online, we have the exact garment measurements stated. 

Go to size guide / garment measurements on the specific item you are interested in, and you’ll find the measurements for that specific item. 

If an item is missing garment measurements, please contact our Client Services team who would be happy to provide them to you.

Acne Archive is a 48-hour flash sale on our website where you can shop a selection of hand-picked Acne Studios classics, runway pieces and exclusive items from previous collections with up to 75% off.

A link to access Acne Archive will be shared with you in a newsletter, prior to the beginning of the sale. To gain access to Acne Archive, you must have a registered Account and be logged in.

Acne Archive products that are marked as “Final Sale” in the cart and the checkout pages will not be eligible for returns. Items with no “Final Sale” mark can be returned for a refund. 

Exchanges will not be applicable for any Acne Archive products. 

Yes, gift cards can be applied to an Acne Archive order. You can use the gift card by entering your gift card code in the “Payment method” section at checkout.

Acne Studios par Frédéric Malle is a collaboration between Swedish fashion house Acne Studios and Editions de Perfumes Frédéric Malle, which meet at the intersection of fashion, perfumery and art. Driven since their inception by the ambition to create a radically new aesthetic, both houses draw their essence from photography, architecture, culture, and design. Frédéric Malle and Jonny Johansson have always chosen to explore alternative paths, with a multidisciplinary vision and absolute creative freedom.  

Acne Studios par Frédéric Malle is an eau de parfum.  

You can purchase Acne Studios perfume online in Japan, South Korea, Mainland China, United States, Denmark, Norway, and Sweden. We recommend checking the delivery options at checkout.  

You can collect Acne Studios perfume in any of our stores in the following countries: Japan, South Korea, Mainland China, United States, Denmark, Norway, Sweden, Australia, France, Germany, Italy United Kingdom, and Canada.  

You are welcome to visit one of our stores to experience Acne Studios perfume. Find the closest store to you here.

We offer free standard shipping on all orders internationally, including Acne Studios perfume orders. Should you wish to select another delivery service than the standard shipping, the cost of shipping will be calculated at check out, specific to your country. You won't be charged a higher shipping fee on Acne Studios perfume orders.

You can pay for your perfume with any of the payment methods available in your country. 

You may select ‘Register Return or Exchange’ or contact Client Services to arrange a return or exchanges. Please note that the seven (7) days return window is calculated from the day you receive/sign the package to the date that Shunfen Express collects the return. Acne Studios reserves the right to refuse returns received after the specified 7-day period. Please be reminded that the effective date of authorization for returning goods is based on the actual date of SF Express collecting the return.

1. Items must be returned to us in perfect condition. 
2. Make sure you return your perfume exactly as you received it.  
3. The perfume must be returned in its original, undamaged box as this is considered part of the product. 
4. Acne Studios reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be notified via email. 
5. Spraying the perfume will be considered as tampering and your return will be rejected. 

Conditions for Returning Items: 

1. Make sure you return your perfume exactly as you received it. 
2. The perfume must be returned in its original, undamaged box as this is considered part of the product. 
3. When returning by mail, please make sure to return the perfume and its corresponding box inside another solid carton box of appropriate size to not damage the original packaging. 
4. Make sure to apply the 'dangerous goods limited quantity' sticker to the box you are returning the perfume in. If you are returning the perfume in the same box, you received it in, the sticker should already be applied and visible on the box. 
5. Acne Studios reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be notified via email. 
6. Spraying the perfume will be considered as tampering and your return will be rejected. 

How to Return: 

1. Click on "Register Return or Exchange" and submit a return/exchange request after selecting the reason for return. 
2. Place all the items you wish to return from your order in the original delivery box and seal it securely. Please ensure that you use the original box for the return to avoid any delays in the return process. If your order was shipped in multiple packages, please register the return after receiving all the packages. 
3. Acne Studios will cover the return shipping costs. Please use the designated courier service provided by Acne Studios, Shunfen Express, for the return shipment. Please make sure to select the correct method of payment for the shipping fees. If the shipping fees have already been paid, Acne Studios will not be able to provide a refund for the shipping costs. 
4. Please contact Client Services and provide the corresponding SF Express tracking number once the return is shipped. Ensure that the provided tracking number matches the returned goods. Once the warehouse receives the returned goods, it will take 3-5 business days to process the return, and the refund will be issued to your original payment method.  

If you purchased your order on WeChat Mini Program, please contact Client Services to register a return.

When ordering Acne Studios perfume, you will receive a “dangerous goods limited quantity” sticker. Should you wish to return the perfume, please ensure you apply the sticker on the box you are shipping the perfume in. You can return Acne Studios perfume in the same box you received it or choose a different box appropriate to the size if you received the perfume as part of a larger order. 

We cannot guarantee that Acne Studios perfume is a hypoallergenic product. We recommend spraying a small amount of product on one single area to test for allergies prior to using the product extensively. 

We offer complimentary gift wrapping on all orders.  

Please note that the whole order will be wrapped together, not separately. Exceptions apply to larger-sized orders that may exceed gift wrap sizes available.