FAQs

Ordering online
  1. What do I do if I have forgotten my password?
  2. How will I know if you received my order?
  3. Do I need to set up an account to order something online?
  4. How do I cancel my order?
  5. I've added the incorrect shipping address, how do I change it?
  6. From where do you ship?
Shipping and delivery
  1. How do I track my order?
  2. How many days does it take for my order to arrive?
  3. How do I collect my order?
  4. Is my package insured?
  5. When will I receive my order?
  6. Where does Acne Studios deliver?
  7. Can I collect my order in store?
  8. Can I ship my order to another country?
  9. To which countries do you ship DDP?
  10. How much duty and tax will I have to pay?
  11. Can I ship my order to a post office box, APO, or FPO address??
  12. How much do I pay for shipping?
Payment
  1. What payment methods does Acne Studios accept?
  2. Is it safe to use my credit card online at Acne Studios?
  3. In which currency will my purchase be made?
  4. When will I be charged?
  5. Can I save my card details?
  6. Why was my credit/debit card declined at checkout?
  7. Will there be any additional costs to my order?
  8. Can I claim a tex refund on a purchase made online?
  9. I have a gift card certificate. How can I use it?
Pre-Orders
  1. When will my pre-order ship?
  2. When will I be charged?
  3. What happens if I order in-stock and pre-order items?
  4. What happens if I order multiple pre-order items?
  5. What if I want to return a pre-order item?
Returns and exchanges
  1. How do I return or exchange an item?
  2. How do I exchange an item?
  3. I have received a faulty product, what should I do?
  4. Can I exchange for a more expensive product?
  5. I want to return something but I checked out as a guest / don’t have an account. What do I do?
  6. Can I return or exchange my online purchase at an Acne Studios store?
  7. How can I return an item purchased in-store?
  8. I cannot find a return label in my box. What do I do?
  9. I received an item from you as a gift. Can I return it?
  10. Is my package insured and do I need to sign for the package?
  11. Will I be refunded for the full amount of my order?
  12. When do I get my refund?
Customer Service
  1. How do I receive the latest information from Acne Studios?
  2. How do I contact Acne Studios customer care team?
  3. How do I take care of my Acne Studios product?
  4. I no longer want to receive Acne Studios newsletters. How do I unsubscribe?
  5. How fast will I receive a reply to my inquiry?
  6. Will my Acne Studios favorites be restocked?
  7. I can't find a certain item in your web shop, is there any chance I may find it elsewhere?
Order and tracking
  1. Can I change my order?
  2. When will my order be shipped?
  3. Where is my order?
  4. Can I add items to my order?
Size and fit
  1. What size should I order?
  2. What can I do if my size is out of stock?
  3. What sizing do you use?
  4. Where can I find the measurements of the clothes?

Answers

Ordering online

What do I do if I have forgotten my password?
You can either contact our customer care team and we will assist you with a new password, or you can press on My account/ Sign in/ Forgot your password? An auto-generated password will then be sent to your registered email address.Back to top
How will I know if you received my order?
When you place an order on acnestudios.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details. Back to top
Do I need to set up an account to order something online?
You don’t have to set up an account to shop with us but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, register returns and save information which will make it easier to check out next time you order with us. Back to top
How do I cancel my order?
You cannot cancel your order yourself but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must return it for a refund instead. Back to top
I've added the incorrect shipping address, how do I change it?
You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed. Back to top
From where do you ship?
We have one warehouse in Sweden and one in US. All orders shipped outside the US are currently shipped from our warehouse in Sweden. Orders placed to US are shipped either from our US warehouse or our Swedish warehouse. All US orders are always shipped DDP, meaning you don't pay any extra import duties/taxes/brokerage fees. Back to top

Shipping and Delivery

How do I track my order?
As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number.  You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online in order to see the tracking number. Back to top
How many days does it take for my order to arrive?
Shipping usually takes between three and five days depending on country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information. Back to top
How do I collect my order?
All international orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended). Orders shipped to Sweden, Norway, Finland and Denmark are shipped with PostNord and will be delivered to your nearest service point. You will be informed when the package can be collected. Back to top
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from the Acne warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. Back to top
When will I receive my order?
As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number.. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order. Back to top
Where does Acne Studios deliver?
We currently deliver to 64 countries. At the checkout you will be able to choose your shipping country. Back to top
Can I collect my order in store?
Unfortunately all orders purchased online will be delivered by UPS to your home or work address. If you need shipping to another place we can of course help you with that as well. Just contact us and we’ll assist you. Back to top
Can I ship my order to another country?
You can ship your order to another country by choosing that country as shipping country at the bottom of the site. You can still fill out your billing address in the correct country. Orders placed from the US can only be sent within the US. Back to top
To which countries do you ship DDP?
We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, South Korea, Japan, China, Australia and Hong Kong.Back to top
How much duty and tax will I have to pay?
Unfortunately we cannot estimate how much duties you will pay. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU your local customs should be able to estimate the price. Kindly note that for orders in the US we are obligated to collect state sales tax in California and New York. Back to top
Can I ship my order to a post office box, APO, or FPO address?
Unfortunately we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.  Back to top
How much do I pay for shipping?
We offer free shipping over a certain amount depending on your country. Under our help section you will find the delivery costs for your country. Back to top

Payment

What payment methods does Acne Studios accept?
We offer different payment methods in different countries. In all countries we accept credit cards, but in many countries we also offer PayPal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country. Back to top
Is it safe to use my credit card online at Acne Studios?
Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the VERISIGN logo at checkout. To ensure your information is kept private, we do not process or store any payment information in our database. Back to top
In which currency will my purchase be made?
We charge in different currencies in different countries. Most countries are charged in local currency while some other countries are charged in either Usd or Euro. In the country selection list at the bottom of the site, you will see what currency you will be charged in. Back to top
When will I be charged?
When you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase but you are not actually charged. When your order has been dispatched, we will capture the funds from your account. Orders placed with PayPal, Ideal, Sofort, Alipay, Wechat Pay and other HPP payment methods are captured immediately when the order is placed. Back to top
Can I save my card details?
If you place an order with us you can chose if you want to store your credit card details. There are stored only by our payment service provider and we will not be able to see the details. We recommend storing card details if you want a smoother checkout the next time you order with us. Back to top
Why was my credit/debit card declined at checkout?
If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best assist you. Back to top
Will there be any additional costs to my order?
Norway, Japan, South Korea, Hong Kong, USA & Canada are shipped on a DDP (Delivery Duty Paid) basis, meaning all taxes and import duties are included in the final price. Hence, your order will not be subject to any additional charges. Orders within the European Union are also shipped DDP and will not be subject to any additional charges. Countries outside the European Union are shipped DDU and additional charges may be added by your local customs. Back to top
Can I claim a tex refund on a purchase made online?
Unfortunately we currently do not offer tax refunds online. Please contact our customer service for further information on how to proceed. Back to top
I have a gift card certificate. How can I use it?
If you have a gift card certificate, you can simply use it by entering your gift card code in the second step of the checkout at the “payment” section. You will have a button called Use Gift Card, where you can enter your code. Please note that gift cards purchased online can only be used online and not in store. Gift cards bought in store can only be used in store and not online. Back to top

Pre-Orders

When will my pre-order ship?
The estimated shipping date is noted on the product page and in the checkout process. If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched. Back to top
When will I be charged?
When you place a pre-order with a credit or debit card, your card will only be authorized, meaning a temporary "hold" will be placed for the funds needed on your card.  Your card will be charged when your pre-order item is shipped to you.  If you place an order for multiple items, your card will be authorized for the total amount, and then charged for each item at the time of shipment: the separate charges will equal the original total authorization.  If you pay with an alternate payment method, you will be charged in full when you place the order. Back to top
What happens if I order in-stock and pre-order items?
If you order products that are in-stock along with pre-order items, you will receive multiple shipments: we will ship you the in-stock item as soon as possible, and the pre-order item when it becomes available.  If you paid with a credit or debit card, you will see 2 separate charges that will equal your total order amount, that will occur at the time of each shipment. Back to top
What happens if I order multiple pre-order items?
If you order more than one pre-order item, and they have different shipping dates, they may be sent together at the later shipping date.   Back to top
What if I want to return a pre-order item?
Our regular return policy applies to pre-order items.  You will have 14 days from when you receive the last item from your order to return any items from your order.  For ease of return processing, we recommend only making one return shipment. Back to top