Returns and exchanges
Shipping & returns during holiday season
For delivery by 24 December, orders must be placed before 10.00 pm AEDT Friday, 13 December.
Any items purchased from 18 November 2019 can be returned up to and including 15 January 2020.
Acne Studios has a 14- day return policy: you have 14 days from when your order is delivered to ship/postmark it back to our return center for a refund or exchange.
Return an item
If you checked out as a guest you can request a return/exchange here. Enter the order number and email address below.
Returning your purchase
- Visit www.acnestudios.com and log into your account to begin a return or exchange.
- If you don't have an account, visit www.acnestudios.com/returns and enter the information for the order that you'd like to return to begin a return or exchange.
- You can view your orders and must request a return or exchange 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. Please make sure to add your order number on the commercial invoice.
- Ship the return with a carrier of your choice. Please note that the customer is responsible for these costs. 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.
- Please send the package to:
Acne Studios Online Return
163 53 Spånga
Returning or exchanging your purchase in store
You may return items purchased on acnestudios.com within Australia to Acne Studios stores in Australia for a refund to your original form of payment without requesting a return authorization in advance.
You may also exchange items purchased on acnestudios.com within Australia for the same item in a different size or colour. Exchanges done in-store are final and can no longer be returned or exchanged again.
Please make sure to bring your original online order number with you when making a return or exchange. All returns/exchanges must be made within 14 days of receipt and our regular return conditions apply.
Please note that sale items purchased online can not be returned in store.
Purchased items are exchangeable into a different size. Exchanges are only processed upon receipt of returned merchandise and are based on stock availability. Exchanges are shipped to you free of charge. Should you be interested in a different colour or style, please return your item/s to us and simply purchase the new piece separately at acnestudios.com.
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, the regular 14-day return policy for orders placed on acnestudios.com applies.
Receiving a refund
Your refund will be credited to the the same form of payment from where the purchase was made. If the complete order is returned the refund will include standard delivery costs from Acne Studios to you. 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 information label.
- 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 UPS to ensure they are protected and insured during transit. However, you may return the goods by any secure transport.
- Please do not choose return service "Letter" to avoid any delays in the return process.
- Coats should be returned with their dust bag as this is considered part of the product.
Our regular online return and exchanges 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.