Terms of use

1. General

The following terms and conditions (henceforth: the Terms and Conditions”) are valid between you and Acne Studios Hong Kong Ltd (henceforth “Acne Studios HK”; may be referred to as “us” and “we”) and apply to all use of and orders placed on Acne Studios HK’s website www.acnestudios.com, and orders made by telephone, e-mail or by live chat with Acne Studios HK’s Customer Service team (henceforth together the “Website”). Please note that Acne Studios HK does not guarantee that all products presented on the Website are in stock or are available for purchase. Acne Studios HK reserves its right to stop selling a product. Orders can only be placed by persons that are 18 years or older. Acne HK reserves the right to revise the Terms and Conditions at any time. The date of the latest update is found in the final section of the Terms and Conditions. Users are responsible for keeping themselves updated with such changes. Please note that the terms and conditions valid for your order is always the terms and conditions that is in effect as of the time that you place your order and not a later version. You should keep a copy of these Terms and Conditions for future reference.

2. Language

The language of the Terms and Conditions is English.

3. My account

When you place an order on www.acnestudios.com ,you can chose to create an account or check out as a guest. If you chose to create an account, we will only store the information that you provide for your order such as shipping and billing address as well as email address, unless you choose to store the information of a credit card to facilitate future purchase. When creating the account you will be able to choose a password with which you can log in and view your order history and track your order. You can also register returns once logged in. If you do not create an account and instead check out as a guest, you can still track your order using the tracking number provided in the shipping confirmation email.
If you would like to delete an account you can also contact customercare@acnestudios.com and the customer care team will assist you. If you create an account with us you can also chose to store a credit card for a future purchase. All information regarding your store credit cards can be changed and deleted when logging in to your account. Your details will be protected using Global Sign Encryption and will speed up your checkout the next time you shop.

4. Placing order

By using the Website and/or placing an order on the Website, by telephone, e-mail or by live chat you confirm that you are 18 years or order, that you have read the Terms and Conditions and the Privacy Policy, and that you accept them. Please make sure that you have read and understood the Terms and Conditions before you place an order. Before you place your order, you will be given the opportunity to review your selections, the information you have provided and the total price of your order, and to correct any input errors. Please note that products in your shopping bag are not reserved and may be purchased by other customers until you have placed the order at checkout and received the order confirmation email. If prolonged inactivity causes your connection to the Website to fail, your selection of products may be lost. In such case, you will be required to re-enter your selection of products to the shopping bag.

5. Order confirmation

After submitting your order, we will send you an order confirmation email with your order number, details of the product you have ordered from us, your payment details and delivery details. Please note that the confirmation email is an acknowledgement that we have received your order and is not an acceptance of the order.

6. Acceptance and shipping confirmation

Please note that all orders placed by you are subject to acceptance by us. We may, at our discretion, choose not to accept your order for any reason whatsoever without any liability to you. Once the order has been processed, a shipping confirmation email will be sent with all relevant information about your order. The shipping confirmation serves as our notice of acceptance of your order. Please note that Acne Studios HK does not guarantee that all products presented on the Website are in stock at the time of your order. If a product is unavailable, we will contact you shortly, by phone or by email. If we already have received payment for such product, we will refund to you the amount of the purchase.

7. Colors

Acne Studios HK’s goal is to describe the products on the Website as correctly as possible. However, please note that due to the color settings of your computer, the colors of the products shown in the pictures on the Website can differ somewhat from their actual colors. Acne Studios HK cannot be held responsible for any such discrepancy.

8. Prices

The prices and delivery costs shown on the Website may vary from time to time and Acne Studios HK is not bound by the price until Acne Studios HK has accepted the order by sending the shipping confirmation to you. The prices may also vary between physical stores and the Website. If you have placed an order and the price has changed before we have accepted your order (by sending you the shipping confirmation), we will notify you by email about the price change and give you the option to place a new order at the new price or cancel the old order. If we do not receive your response within 2 days, your order will be cancelled. Acne Studios HK always reserves the right to cancel any order prior to acceptance of the order. If we already have received payment for a cancelled order we will refund to you the amount of the purchase. The refund is made using the same payment method you used for the purchase. Please also note that Acne Studios HK may cancel the order even if it has been accepted by Acne Studios HK in the event that you realize or should have realized that the price information was incorrect. The delivery costs are shown in connection with the shipping methods at the checkout stage.

9. Personalised items

Personalised products on which initials have been applied cannot be returned for refund. Once an order for personalised products has been sent by the customer and confirmed by Acne Studios HK, the customer will be informed via an order confirmation email. Once the order is processed and accepted, the customer will receive a shipping confirmation email. Personalised items may be delivered in a time slot indicated on the site which may be longer than regular delivery slots. Because of the clearly personalised nature of personalised products and the fact that they are produced specifically for the customer, orders for personalised products, once confirmed, cannot be cancelled, and no personalised products may be returned for exchange or refund.

10. Payments

The following payments are accepted.
— Credit cards and debit cards
Payment can be made by the following credit cards: Visa, Mastercard, Diners Club, American Express, Union Pay and JCB. Payments can also be made by the following debit cards: Visa and Maestro. (Maestro and Visa Electron: please check with your bank to make sure your card is valid for online purchases). Purchases made with Visa and Mastercard are verified by a secure code. Diners Club, Union Pay and JCB are only accepted In some countries. Please note that your card is debited with the purchase amount once you place the order. We do our best to make the Website as secure as possible. All credit/debit card transactions on the Website are processed using Adyen, a secure online payment gateway that encrypts your card details in a secure host environment. Payment will be debited and cleared from your account once you place the order. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Acne Studios HK, your order will be cancelled. We are not responsible for any charges or penalties which may be imposed by the credit/debit card provider as a result of payment being processed in respect of your order.
— Stored Credit Cards
At Checkout you can chose to save your credit card information for future purchases if you are logged in to your Acne Studios HK account. Your stored details will be protected by Global Sign Encryption and will speed up your checkout the next time you shop.
— Alipay
When selecting the Alipay option, you will be directed to the Alipay payment page, where you can either scan a given QR code or “Log In” to review the amount shown before approving such payment. Once the transaction is complete, you will then return to the Website.
— Gift Cards
When placing an order using a gift card as payment, the order can only be shipped to the country where the gift card was issued. Acne Studios HK are unable to change the currency of the gift card, and it is always country specific. Gift cards purchased online cannot be used in store, and gift cards purchased in store cannot be used online. Gift cards are valid for one year from the date they were purchased.

11. Delivery

— Shipping methods
We offer different shipping methods to meet your needs as further specified when you check out. Dispatch of orders may take up to 7 business days but we aim to dispatch all orders within 24 hours during weekdays, or 1-2 business days during sales periods. Please note that delivery times are provided as guidelines only, and commence from the date of dispatch. The delivery times do not take into account possible delays caused by payment authorization and/or stock availability. If Acne Studios HK fails to deliver within 30 days, you may have the right to cancel the purchase.
Your order will be delivered by UPS to the shipping address you have indicated.
All orders are fully traceable on the Website by logging in to My account. Click “My Orders” and fill in the tracking number for updated information about your shipment.
— First-time order policy
For security purposes, Acne Studios reserves the right to ship first-time orders to the cardholder’s verified billing address or work address. To avoid delays in receiving your order, please make sure to provide the correct billing and shipping information associated with your credit/debit card when placing an order.

12. Right of withdrawal and returns

— Withdrawal
You are entitled to withdraw your purchase or exchange your product by submitting or sending notice thereof to Acne Studios HK within 14 days of the date on which you have received the product. The notice may be sent in different ways. Preferably, you can use our return form provided together with the delivery. Please send the notification to customercare@acnestudios.com. Please note that you of course do not need to use the special forms but may send us a letter or an email to the above-referenced mailing and email addresses including information that you will withdraw or exchange your purchase. If you send us an email we will send you a confirmation upon receiving your notice. Please always refer to your order number in you communication with us. You may wish to keep a copy of your cancellation notification for your own record.
— Refund relating to the right of withdrawal

If you choose to withdraw your purchase in accordance with the terms set forth in this section 12, Acne Studios HK will issue a refund of the amount paid to Acne Studios HK including the shipping cost you have paid for the delivery from Acne Studios HK to you. However, if Express shipping has been used, Acne Studios HK will not issue a refund of the original shipping fee. Acne Studios HK will pay the refund within 14 days from the date we receive the returned product from you in a sellable condition. Sellable condition means that the product is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the product is unworn, unused, unwashed, unaltered and in the condition originally sold; and that the product is not damaged or soiled in any way. Without prejudice to the generality of the foregoing, the additional conditions below apply to specific categories of products:- The refund is made using the same payment method you used at the purchase. All shoes must not be used at all. If you try the shoes, you must try them on a carpeted surface. Shoes with marked, scratched or dirty soles cannot be returned. Shoes and accessories that come in a special box must be returned in their undamaged original box which is considered to be a part of the product.

— Exchanges
Purchased products are exchangeable into a different size and color in accordance with the terms set forth in this section 11. All exchanges are based on stock availability. If you have exchanged a product, Acne Studios will pay the shipping costs for the new product. Please note that sale products are non-exchangeable but can be returned for a full refund.
— Shipping costs for returning the products
Please note that you must pay the shipping cost for returning the products in accordance with your right of withdrawal and exchange and Acne Studios HK has no obligation to pay such costs. 
— Returning the products
Upon your withdrawal or exchange of your purchase, please return the product/s as soon as reasonably practicable but no later than 14 days after sending your notice.
When returning please follow the steps below.
• Visit www.acnestudios.com and log into your account to begin a return or exchange.
• You can view your orders and must request a return or exchange item 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.
• Ship the return with a carrier of your choice. 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 Returns
Acne Retail AB
Finspångsgatan 51
163 53 Spånga
We prefer that products are returned through Acne Studios return service to ensure they are protected and insured during transit. However, you may return the products by any secure transport.

13. Defective products

If you receive defective products, please notify us immediately. According to the Civil Act you are entitled to complain about defective products within one year. However, you must always notify Acne Studios within a reasonable time after you have detected that the products are defective. If Acne Studios consider the products to be defective, Acne Studios will make a full refund including shipping costs.

14. Acne Studios HK’s quality guarantee

Acne Studios HK acts in accordance with applicable consumer regulations. Please notify us as soon as possible, but in any event within 7 days after receiving defective products.

15. Copyright permission notice

Copyright in the documents provided in this site (including, without limitation, the trademarks of Acne Studios, graphics, text, photos, designs, logos, icons, images, data and software) are owned by or licensed to Acne Studios HK and its affiliates. You are authorized to use this material only for personal, non-commercial purposes. You may download, print and store copies of this material for your own personal, non-commercial use, provided this Copyright Permission Notice is included in all such copies. You may not charge anyone for use of the material and you may not publish, duplicate or otherwise distribute the material to others without prior consent from Acne Studios. You may not modify the material in any way, without the prior written permission of the copyright owner. Except as expressly stated in this legal notice, no rights or licenses to the material, or any portion thereof, shall be granted or implied.
For press inquiries, please view our contact pages at http://press.acnestudios.com

16. Trademarks

Acne Studios HK’s trademarks include but are not limited to the Acne Studios HK name and logo, Acne, Acne Jeans, Acne Retail and Acne Paper. Please note that your use of this Website does not grant you any rights to use our trademarks.

17. Privacy policy

Please see Acne Studios HK’s separate Privacy Policy which can be found at www.acnestudios.com

18. Cookies

Cookies are used on the site to improve your browsing experience. In addition to use for statistical purposes, cookies identifies your computer and allows the site to recall your personal settings. You browser can be set to send a notification when a cookie is activated. This allows you to deny use of this cookie or to delete the cookie at the end of your visit. The Website cannot be accessed if cookies are disabled. By browsing the Website you consent to the use of cookies.

19. Security

Acne Studios HK use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. Acne Studios HK online shop secures communications by encrypting all data to and from the site. When placing an order, you can immediately check the security validity by clicking the Thawte icon at checkout. For security reasons, we do not store any payment information in our database.

20. Resale policy

You may purchase products on www.acnestudios.com for personal use only and not for resale. By placing an order on www.acnestudios.com, you certify that you are purchasing products for your own personal use and not for resale and that you accept the Terms and Conditions. We reserve the right to refuse orders for any reason without explanation.

21. Information on the website

Acne Studios HK cannot promise that the content of the site is free of inaccuracies or typographical errors. Neither can we guarantee that all information is up-to-date. Acne Studios HK may, at any time, amend the content of the site. Although Acne Studios HK strives to display the correct texts, images and pricing on the site and online shop, errors may occur. Part of the services provided through the site are maintained by third party operators. In situations where Acne Studios HK acts as agent for such services, we cannot be held responsible for any errors resulting from their activities. Acne Studios HK cannot be held responsible for any damage caused from using the site or, for that matter, not being able to use the site. Acne Studios HK cannot guarantee problem-free, uninterrupted, and secure access to the site.

22. Links

The Website may contain links to other websites beyond our reach. We cannot be held liable for content or privacy policies of such sites.

23. Violation of rules

Acne Studios HK reserves the right to seek all solutions available at law and in equity for violations of these Terms and Conditions, including the right to block access to the site. Individuals violating the restriction of password-protected areas of the site may be subject to claims (civil or criminal as the situation warrants).

24. Acne Studios HK responsibility

Acne Studios HK’s liabilities to you are limited in each separate case to these Terms and Conditions unless otherwise is stipulated by law. In no case whatsoever will Acne Studios assume any liability for indirect damages such as loss of profit or in case of force majeure such as war, civil war, revolution, riot, governmental measures, strike, lockout, blockage, failure of electricity, telephone or internet service, natural disasters or similar events. Acne Studios HK’s liabilities to you will never exceed your total purchase amount for each order. In case of force majeure, Acne Studios HK’s obligations will be suspended. The contract between you and Acne Studios can, in such cases, be partially or fully terminated by yourself or by Acne Studios.

25. Provisions severability

If any part of these Terms and Conditions are held to be invalid or unenforceable, such determination shall not invalidate any other provision of these Terms and Conditions; instead the invalid terms and conditions shall be replaced with other terms in order to give effect to the commercial intentions of these Terms and Conditions.

26. Governing law

These Terms and Conditions are governed by the laws of the Hong Kong SAR. Any disputes pertaining to these Terms and Conditions will be exclusively referred to the Hong Kong SAR courts.

27. Company information

Acne Studios Hong Kong Ltd
C/O Baker Tilly
2nd Floor, 625 King's Road
North Point
Hong Kong
Telephone: +46 10 888 73 05
E-mail address: customercare@acnestudios.com
org no (VAT no): 2424698

28. Version of the terms and conditions

The latest update of the Terms and Conditions of Acne Studios HK was made in May 2018. If there is any conflict, ambiguity, or discrepancy between the English version and a version in another language, the English version shall always prevail. In these Terms and Condition, an expression in the singular form includes the plural form and vice versa.