Returns and exchanges
Acne Studios has a 14-day return policy: any unwanted items must be shipped/ postmarked within 14 days of receipt. 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 original shipping cost; except when Express shipping has been used.
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.
Returning your purchase
- Visit www.acnestudios.com and log into your account to begin a return or exchange.
- Click on "my orders"
- Find the order you would like to return/exchange, and click on "return" to begin the return/exchange process
- Select which item(s) you would like to return,exchange, and then a resolution (whether you want a refund or exchange), and also the reason for return. Kindly note that you must add each item one at a time, so once you have added the first item you can add other items from your order.
- After you have completed the return/exchange request, place the item(s) in the original shipping box, or any other solid carton box.
- Close the box and tape securely.
- Place the prepaid return shipping label on the box over the prior delivery information.
- Call UPS at 1-800-PICK-UPS (1-800-742-5877) to arrange a collection.
- Your package will be delivered to our return center at:
Acne Studios Online Returns
New York, NY 10013
Contact us if you have any questions regarding your return. We can be reached at firstname.lastname@example.org, or by phone at +1 888 272 7210 from 9am–6pm EST Monday–Friday, and 6–11AM EST on weekends.
Purchased items are exchangeable into a different size and color. 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.
Exchange in store
All items purchased online can be exchanged in store. Please note that items are only exchangeable into a different size, i.e not a different color or model. If the size you require is not available in store, you can return the item in store and place a new order online. Alternatively you can send your item back as a regular online return to our warehouse and ask for an exchange. Note that the refund will be issued back to the same form of payment that was used for the purchase online. The funds will post back to your original form of payment within up to 5 business days though it is usually sooner.
Return in store
Orders placed online can be returned either online or in store. If you return your order in one of our stores for a refund, you need to bring your order number. The refund will be issued back to the same account as was used for the purchase online.
Orders purchased online can be returned either online or to a physical store. Please note that orders purchased in store cannot be returned online at this time.
The order must be collected within 14 days upon arrival or else it will be refunded. You will receive a reminder to collect your parcel after three days and another reminder after ten days. On day 14, the order will be automatically refunded back to your account. If this occurs, you will receive a refund confirmation via e-mail. If you still wish to receive the item after it has been refunded, you will need to place a new order.
Receiving a refund
All returns that are shipped back within the 14-day time period will be refunded to the original form of payment. You will recieve an e-mail confirming when the refund is issued. We can refund your order to online store credit, but you must request it on the return form if you wish to receive store credit instead of a refund.
- 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.
- All products that come in their own box, including but not limited to shoes and accessories, must be returned in their original, undamaged box as thisis considered part of the product.
- Please make sure to return the shoes/item and its corresponding box inside another solid carton box to not damage the original packaging.
- Acne Studios return services' are only valid in the original country to which an online order was shipped.
- We prefer that items are returned through the Acne Studios return service to ensure they are protected and insured during transit. However, you may return the goods by any secure transport to the following address:
Acne Studios Online Returns
401 Broadway Ste 2202
New York, NY 10013
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.