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. If I choose to collect my order in-store, what should I bring?
  9. Can I ship my order to another country?
  10. To which countries do you ship DDP?
  11. How much duty and tax will I have to pay?
  12. Can I ship my order to a post office box, APO, or FPO address??
  13. How much do I pay for shipping?
  14. I received my order but one or several items are missing?
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 payment declined at checkout?
  7. Will there be any additional costs to my order?
  8. Can I claim a tax 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. How can I return an item purchased online that I chose to collect in-store?
  9. I cannot find a return label in my box. What do I do?
  10. I received an item from you as a gift. Can I return it?
  11. Is my package insured and do I need to sign for the package?
  12. Will I be refunded for the full amount of my order?
  13. 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 or update 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. If an item is out of stock, how can I be notified?
  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 My account/ Sign in/ Forgot your password? An auto-generated password will then be sent to your registered email address. https://www.acnestudios.com/se/en/password-resetBack 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 instead return it for a refund.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 placedBack to top
From where do you ship?
We have one warehouse in Sweden, one in China and one in US. All orders shipped outside the US and China are currently shipped from our warehouse in Sweden. Orders placed to US are shipped either from our US warehouse or our Swedish warehouse. Orders to China are shipped from our warehouse in Shanghai.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 to see the tracking number.Back to top
How many days does it take for my order to arrive?
Shipping usually takes between three to five business days, depending on your 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 for each website.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 Studios 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. Alternatively, you can also view all countries to where we ship in the dropdown menu in the top right corner on the website, or in the main menu on mobile by clicking on the selected countryBack 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 or to a service point. 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 on our website. You can still fill out your billing address in your current country.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 we do not ship DDP to your country. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU (delivery duties unpaid) 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 standard shipping on all orders internationally. Under our help section you will find the delivery costs for other delivery services than standard shipping, specific for your country.Back to top
I received my order but one or several items are missing?
If you have received a shipping confirmation email from us, it will specify which items were included in that shipment. If we are not able to fulfill all of your items from the warehouse location, we might do a split shipment where the remaining items will be shipped separately. In each shipping confirmation, the items included in the parcel will be stated, so if some items are missing they will be shipped separately if nothing else has been communicated. Please reach out to us in case you are still uncertain of where your items are.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. You can also view the different payment methods in our shopping help section under “ordering”.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 countries are charged in either USD or Euro. In the country selection list online, you will see what currency you will be charged in for that specific country. Items will also have a price in the specific currency for the site you are visitingBack to top
When will I be charged?
When you place an order with us using a credit card, 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 choose if you want to store your credit card details. The payment details are stored only by our payment service provider and we will not be able to see the details, they are fully encrypted 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 to assist you.Back to top
Will there be any additional costs to my order?
Norway, Japan, South Korea, Hong Kong, Australia, Switzerland, China 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. Most of our physical stores do offer a tax refund form, so you are welcome to visit one of our stores to make a tax free purchaseBack 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 “payment” section at checkout. 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 our physical store. Gift cards bought in a physical store can only be used in store and not online, unfortunately.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 instant payment method like Pay Pal, Alipay etc, 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 two 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. This depends on the estimated inbounding 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 your 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

Returns and exchanges

How do I return or exchange an item?
We offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition with original labels and packaging. When returning an item, simply use our Return Merchandise Authorization (RMA) system. If you were logged in when you made a purchase you can log in to your account online, find the order that you want to return and click on "Return an item". Choose the items that you would like to return, either for a refund or an exchange. Follow the steps online. As soon as your return is registered you will receive an email confirmation.
 
If you checked out as a guest, visit our returns page, and enter your order information at the bottom to request a return or exchange. You can then simply return the items to our warehouse following the return procedure in the confirmation email. Refunds for returned merchandise will be made to the original purchaser’s form of payment within two weeks of the return.Back to top
How do I exchange an item?
Purchased items are exchangeable into different sizes. All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different size, please use our Return Merchandise Authorization (RMA) system as explained above and state which size you prefer instead. Should you be interested in an alternative style or colour, please return your item/s to us and simply purchase the new piece separately at acnestudios.com.Back to top
I have received a faulty product, what should I do?
We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please visit our contact page for contact information. Back to top
Can I exchange for a more expensive product?
Items can only be exchanged into the same style but a different size or color, i.e.; items cannot be exchanged for neither a less expensive items or a more expensive item.Back to top
I want to return something but I checked out as a guest / don’t have an account. What do I do?
Simply enter your order information at the bottom of the returns page and follow the instructions to submit a return/exchange request. You are also welcome to contact customer care and we will assist you.Back to top
Can I return or exchange my online purchase at an Acne Studios store?
You may return items purchased on acnestudios.com to a physical store in the following countries: Sweden, Germany, France, Italy, USA, Denmark and Norway (excluding Archive, outlet stores and department stores). Please note that the order must be returned to a store in the same country as where the purchase was made/ shipped to. The refund will be made to the original form of payment. You may also exchange items purchased on acnestudios.com in one of the above-mentioned stores (in the same country as where the item was purchased/shipped to). 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.
For countries other than above mentioned, our stores are not equipped to accept online purchases for returns or exchange. Please follow the return instructions you received with your order for those orders.Back to top
How can I return an item purchased in-store?
If you have bought an item in-store, that was either ordered for you or available in store, you can return the item in store. If you paid for the item in store, we cannot accept the return online but the store will be able to assist you.Back to top
How can I return an item purchased online that I chose to collect in-store?
Should you have chosen to collect an order placed on acnestudios.com in a store, the item will be held in store for a period of 14 days from, and including, the date on which you receive a notification email that the order is ready to be picked up. If the order is not picked up within that period, Acne Studios will refund the full order balance to the payment source used for the original purchase.
 
Once your order is collected, the instructions in this section for returns and exchanges of orders placed on acnestudios.com apply. You may return your items in a store or send them to our warehouse. You will not receive a pre-paid return label when you collect in-store, so if you would like to return the item(s) to our warehouse please contact customercare@acnestudios.com with your order information and request that a label be emailed to you, as outlined below..Back to top
I cannot find a return label in my box. What do I do?
We offer a pre-paid return service within the European Union as well as from Norway, Switzerland, China and USA. If you have ordered something to one of these countries and cannot find a pre-paid return label, please contact us and we will e-mail you a new one.
If you are outside any of these countries, you can return your item with any courier of your choice to our warehouse in Sweden. We recommend using a traceable and insured return service.

The return address is:
Acne Studios Online Returns
Finspångsgatan 51
163 53 Spånga
Sweden
Back to top
I received an item from you as a gift. Can I return it?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached. If the gift was bought from one of our stores, we recommend contacting the store directly. If the items are returned for a refund, this can only be issued to the same form of payment as from where the purchase was made.Back to top
Is my package insured and do I need to sign for the package?
All orders sent from us are insured until you have received it. UPS require a signature upon delivery. However, if they cannot locate you on the given address, they are allowed to leave the package with a neighbor or similar. Therefore, we strongly advise you to track the order to make sure you are available at the shipping address at the delivery time.Back to top
Will I be refunded for the full amount of my order?
When returning all items from your order, we will issue a full refund including the standard shipping cost from us to you. Exchanges are always free of charge.Back to top
When do I get my refund?
When we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.Back to top

Customer Service

How do I receive the latest information from Acne Studios?
Sign up to our newsletter and we will send you the latest news.Back to top
How do I contact Acne Studios customer care team?
You can contact us either by phone, email, or live chat. Our email address is customercare@acnestudios.com. You can reach us at the following toll-free numbers:
Australia: +61 7 4243 4614
US: +1 (855) 226-3289
Sweden: +46 10 888 73 05
France: +33 9 74 48 99 20
Canada: +1 (844) 292-0190
UK: +44 808 164 1475
You can also start a live chat with us through our website under help/live chat.Back to top
How do I take care of my Acne Studios product?
All of our items come with a care label. We strongly recommend following these instructions. When it comes to leather, shearling and shoes, we recommend contacting us for specific care information. You will also find shoe care instructions online under assistance/ shoe care.Back to top
I no longer want to receive Acne Studios newsletters. How do I unsubscribe?
At the bottom of each newsletter you receive from us there is a link to unsubscribe.Back to top
How fast will I receive a reply to my inquiry?
We aim to answer all e-mails within 24 hours, but normally faster than that. Our opening hours are 9 a.m.- 6 p.m. CET and 9 a.m.-8p.m. EST during weekdays and 12 pm to 5 pm CET and 12 pm to 5 pm EST during weekends. Our live chat is available for faster replies during open hours and we will take all calls during this time as well. Sometimes we have a high pressure, but if you just stay on the line we’ll take your call.Back to top
Will my Acne Studios favorites be restocked?
We will add items to the web shop as soon as they come back in stock. If an item is sold out in your size, you can sign up to be notified once we have it in stock again. If you can’t find the item you are looking for online, you are more than welcome to reach out to us and we will assist you.Back to top
I can’t find a certain item in your web shop, is there any chance I may find it elsewhere??
The best way to get a hold of items that are not available in the web shop is to contact us, and we will be more than happy to try to help you source the item in one of our stores or from a reseller.Back to top

Order and tracking

Can I change or update my order?
An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them. Back to top
When will my order be shipped?
Your order will be fulfilled within one to three business days, subject to card clearance and stock availability. However, we do aim to ship every order within 24 hours during business days. Our warehouses operate Monday to Friday. Back to top
Where is my order?
Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. Sign in to your account and click ”My Profile” for tracking and shipping status or simply follow the tracking number you received in the shipping confirmation email. Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us. Back to top
Can I add items to my order?
Additional items must be handled as a separate order. If the first order has not already been processed at our logistical center, we might be able to combine the orders. In such case, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact us through the contact page page. Back to top

Size and fit

What size should I order?
Under each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. Click on “size guide” in the menu and then “garment measurements” to find the actual measurements - these can help you in order to choose the correct size.
We welcome you to contact our customer care team for specific sizing advice as well. Back to top
If an item is out of stock, how can I be notified?
If the item/s you are looking for is completely out of stock you can contact us and we will do our best to assist you. If your size is sold out, you can sign up to be "notified".  when we get a re-stock. If you reach out to us, we will be able to tell you when and if we expect a re-stock or if any resellers could carry the item in stock.Back to top
What sizing do you use?
Our clothes are based on European/ German sizing. Also, our shoes follow the European sizing. If you want to compare our sizes to your regular size, please use our size chart that you find at each item.  Back to top
Where can I find the measurements of the clothes?
For most items online, we have the exact garment measurements stated. Go to size guide/ garment measurements on the specific item you are interested in, and you’ll find the measurements for that specific item. If an item is missing garment measurements, please contact us as we are happy to provide them. Back to top