Returns and exchanges
Acne Studios has a 14 days return policy. In order to create a pleasant shopping experience, Acne Studios has an easy return procedure. When using our free return service, you will be refunded in the event of theft or loss during delivery to our warehouse. Acne Studios will issue a full refund including the shipping cost from us to the customer; with exception from if Express shipping has been used, the return shipping fee will not be refunded.
To return or exchange items, you must request a return authorization by logging into your account on acnestudios.com. Then, use the enclosed pre-paid shipping label to send any items back to us, and find instructions below.
Contact us at firstname.lastname@example.org with your order number if you did not receive a shipping label and we will send you a new one.
Returning your purchase from an EU country
- Visit www.acnestudios.com and log into your account to begin a return or exchange.
- You can view your orders and must request a return or exchange item for any unwanted items.
- Place the item(s) in the original shipping box, or any other solid carton box.
- Close the box and tape it securely.
- Place the return information label and pre-paid return shipping label on the box over the prior delivery information.
- Visit www.ups.com and click “Contact ups” and the bottom left of the screen.
- Call UPS customer service to arrange a collection.
Purchased items are exchangeable into a different size. Exchanges are only processed upon receipt of returned merchandise and are based on stock availability. Exchanges shipped to you free of charge. Should you be interested in a different style, please return your item/s to us and simply purchase the new piece separately at acnestudios.com.
Receiving a refund
Your refund will either be credited to the original purchaser's credit card or as store credit to your Acne online account. If the complete order is returned a refund will include Acne shipping costs. Please note that in case of a written notice and proof of a return to Acne Studios within 14 days upon arrival, we will issue a refund latest on day 14. In case we have not received a written proof of a return, we allow 30 days to issue a refund.
Please note that a deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
- Items must be returned to us in perfect condition accompanied by the return form.
- Make sure all products are exactly as you received them, with tag and seal still attached.
- All shoes must be tried on a carpeted surface until you have decided to keep them.
- Shoes should be returned in their original, undamaged shoes box as this is considered part of the product.
- Please make sure to return the shoes and shoe box inside another solid carton box to not damage the original packaging.
- We prefer that items are returned through Acne Studios return service to ensure they are protected and insured during transit. However, you may return the goods by any secure transport.
- When using our return service, you will be refunded in the event of theft or loss during delivery to our warehouse.
Please send the package to:
Acne Studios online shop
163 53 Spånga
Our regular online return and exchange policy as described above applies during sale periods.
Acne Studios quality guarantee
If an item received is classified as faulty and was received damaged, you must contact us within 7 days of receipt.
If items have a manufacturing fault that occurred within a 12-month time frame after purchase, please contact us immediately.
If you need to file a dispute towards Acne Studios or our products, please visit http://ec.europa.eu/odr.