Acnestudios.com

Returns & Exchanges

Due to site maintenance, it’s currently not possible to access your order history or register a return. Our customer care team is here to assist you in the meantime. We apologise for any inconvenience.

your shipping DESTINATION is set to China

Information on this page applies to online purchases only. For information on return & exchanges for store purchases, contact individual stores.

Free returns and exchanges within 7 days of delivery.

Information on this page applies to online purchases only. For information on return & exchanges for store purchases, contact individual stores.

Free returns and exchanges within 7 days of delivery.

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:

Register Return

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.
  • Items that are returned to us as worn, used, altered, washed or damaged will not be accepted.
  • All shoes must be tried on a carpeted surface until you have decided to keep them.
  • Items should be returned with all tags/labels attached and in a sealed status, where applicable, and in the exactly same conditions as when they were received by the customers.
  • Items should be returned with complete and undamaged packaging and no tag/label is allowed to be removed from the items. Furthermore, all original packaging components (for instance, jewelry box, shoe box, eyewear box, shopping bag, etc.) should all be kept intact and returned and so should gifts, accompanying appendices and files, where applicable.
  • Should the item requested for return/exchange be non-compliant with the foregoing when returned to us, Acne Studios is entitled to reject the request for return/exchange.
  • Should a Fa Piao have been issued and sent to a customer per request, Acne Studios will not process the request for return and refund unless the original Fa Piao has been included in the return parcel.
  • It is in Acne Studios' sole discretion to determine if a returned item pending return/exchange is in its original conditions as it was received by the customer.
  • Contact SF Express (either on its official Wechat service account, by calling its service hotline or by logging onto its official website) to arrange for the return of items to us.
  • Please don’t add express insurance to your return shipment.
  • If you have lost the original shipping box or if it has been damaged during transit, please ship the parcel in any other solid carton box. Please don’t order the new box through SF Express.
  • Please use shipping method “Next Day Delivery” with SF Express to return your order.
  • Please note that Acne Studios reserves the right to deduct any extra fee incurred with SF Express if the order has not been returned according to the instructions above.
  • Coats should be returned with their dust bag as this is considered part of the product.
  • Please send the package to:

Acne Studios Return & Exchange
021-52530023
No. 1800-2K of Wen Chuan Road, Baoshan District, Shanghai
Postal Code:201901

Purchases made during Acne Archive pop up are eligible for return or exchange within 7 days of delivery. Please note that return shipping costs are the responsibility of the customer.

Our regular return and exchange policy for online orders as described above applies during sale periods.

Once received, 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.

All returns that are shipped back within the 7-day time period or returned in store will be refunded to the original form of payment. 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 7 days upon arrival, we will issue a refund latest on day 7. In case we have not received a written proof of a return, we allow 30 days to issue a refund.

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.

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.