Returns and exchanges
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
- To return or exchange in store, click here
- Important information on return
- Tracking your online return
- Collect in store order returns
- Klarna returns
- 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.
Return or exchange in store
You may return full priced UK online orders purchased on acnestudios.com to UK Acne Studios stores, excluding Acne Studios Bicester Village and Acne Studios Harrods. All items must be in their original condition, with all original tags and packaging intact to be eligible for return. Please make sure to bring your original online order number with you when making a return or exchange. Please note that sale items purchased online can not be returned in store.
To return online item(s) for a refund in store, the funds will credit back to the original form of payment used online.
To exchange online item(s) in store, you can swap for the same item in a different size or color. Please note exchanges done in-store are final and can no longer be returned or exchanged again.
- 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.
- Acne Studios free UPS return services are only valid in the original country to which an online order was shipped. Find your nearest UPS drop off point here. www.ups.com/dropoff
- We prefer that items are returned to an Acne Studios store or through the Acne Studios return service to ensure they are protected and insured during transit. However, you may return the goods by any secure transport to the following address:
Important information on returns
Acne Studios Online Returns
163 53 Spånga
Collect in Store orders
All return and exchange policies for orders placed on acnestudios.com also apply to collect in store orders. Should you wish to return or exchange a collect in store order placed on acnestudios.com, please follow the steps outlined above. As you will not receive a pre-paid return label when you collect in store, please contact email@example.com with your order information and request that a label be sent to you. If your order is not collected within 14 days of the receipt of the email confirmation that your order is ready for collection, Acne Studios will process a return on your behalf and your original method of payment will be refunded. From the date of collection, our regular return policy for orders placed on acnestudios.com applies.
Orders placed with Klarna can only be returned for refund. If the order is returned in full, your Klarna invoice will be cancelled, and any funds paid towards the invoice will be refunded. If you have made a partial return, a new updated invoice will be sent to you by email by Klarna. If you wish to exchange for a new size, item, or color, please return your current item(s) for refund and place a new order for the new item(s) with your preferred payment method.
Our regular return and exchange policy for online orders as described above applies during sale periods.
Tracking your online return
You can follow your return in transit on UPS.com www.ups.com if you retain a copy of the Return Tracking Number from the return label you receive.
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.
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. 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 14 days upon arrival, we will issue a refund latest on day 14. 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.
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 period from the date of purchase, please contact us immediately.
If you need to file a dispute towards Acne Studios or our products, please visit http: //ec.europa.eu/odr.