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?
13. 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. 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 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?