Returns and exchanges for purchases made on acnestudios.com
Shipping & returns during holiday season
Any items purchased from 18 November 2019 can be returned up to and including 15 January 2020.
- To return or exchange by mail, click here
- Important information on return
- Tracking your online return
- Receiving a refund
- Exchange availability
- Gift returns
- Sale returns
- Acne Studios Quality Guarantee
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).
Enter the order number and email address below, click submit, and follow the steps on the following page:
- 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.
- 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:
- Please do not choose return service "Letter" to avoid any delays in the return process.
- Please make sure to add your order number on the commercial invoice.
- 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.
Important information on returns
Acne Studios Online Return
163 53 Spånga
Our regular return and exchange policy for online orders as described above applies during sale periods.
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.
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 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 time frame after purchase, please contact us immediately.