Returns and exchanges for purchases made on acnestudios.com

Items purchased on acnestudios.com are eligible for return or exchange within 14 days of delivery.

Return or exchange online

All items must be unworn in their original condition, with all original tags and packaging intact to be eligible for return.

To make your online order return via mail, begin by requesting a Return Authorization through this form before sending your item(s). Please note that return shipping costs are the responsibility of the customer.

Enter the order number and email address below, click submit, and follow the steps on the following page:

    Please note:

  • Orders returned to us without a return authorization may face delays in processing.
  • If you are receiving multiple shipments for the same order, please wait until you have received everything to initiate your return and only send unwanted items in one package to avoid delays in processing.
  • Please note that any returns received which do not meet our return policy requirements may be refused.

Return or exchange in store

You may return full priced AU online orders purchased on acnestudios.com to AU Acne Studios stores, excluding outlet stores. 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.

    Important information on returns

  • Items must be returned to us in perfect condition.
  • Make sure all products are exactly as you received them, with tag(s) and seal(s) 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 this is considered part of the product.
  • Coats should be returned with their dust bag as this is considered part of the product.
  • When returning by mail, please make sure to return the shoes/accessory item and its corresponding box inside another solid carton box to not damage the original packaging.
  • 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.
  • We prefer that items are returned through UPS 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 Return
    Finspångsgatan 51
    163 53 Spånga
    Sweden

  • Please do not choose return service "Letter" to avoid any delays in the return process.
  • For your safety, make sure to get a tracking number so that the carrier will refund you in the event of theft or loss during delivery to our warehouse.

Collect in Store orders

All return and exchange policies for orders placed on acnestudios.com also apply to collect in store orders. Should you wish to return or exchange a collect in store order placed on acnestudios.com, please follow the steps outlined above. If your order is not collected within 14 days of the receipt of the email confirmation that your order is ready for collection, Acne Studios will process a return on your behalf and your original method of payment will be refunded. From the date of collection, our regular return policy for orders placed on acnestudios.com applies.

Sale returns

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.

Tracking your online return

For return tracking purposes (as well as security), please retain a copy of the return tracking number from the return label you use. Once delivered to our warehouse, returns take approximately 3-5 business days to process. Upon completion, a refund confirmation email will be generated. 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.

Receiving a refund

All returns that are shipped back within the 14-day time period or returned in store will be refunded to the original form of payment.

Exchange availability

Exchanges requested online are only processed upon receipt of returned merchandise and are based on stock availability at that time. We are not able to reserve or guarantee stock in advance. Exchanges are shipped to you free of charge. Should you be interested in a different color or style, or if the product page states the product is low in stock, please register your return request for a refund, and simply purchase the new piece(s) separately at acnestudios.com.

Gift returns

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.

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 period from the date of purchase, please contact us immediately.