Returns and exchanges

Free returns

Acne Studios has a 14-day return policy: any unwanted items must be shipped/ postmarked within 14 days of receipt. When using our free return service through UPS, you will be refunded in the event of theft or loss during delivery to our warehouse. Kindly note that any initial shipping costs will not be refunded.

Online purchases received by 25 December 2017 can be returned by 15 January 2018.

To return or exchange items, you must request a return authorization by logging into your account on acnestudios.com. Then, use the enclosed pre-paid shipping label to send any items back to us, and find instructions below. Orders returned to us without a return authorization may face delays in processing.

If you are receiviing multiple shipments for your 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.

Returning or exchanging your purchase in store

You may return items purchased on acnestudios.com within the United States to Acne Studios stores (excluding outlet stores) in the United States for a refund to your original form of payment without requesting a return authorization in advance.

You may also exchange items purchased on acnestudios.com within the United States for the same item in a different size or colour. 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 - kindly note that any initial shipping charges will not be refunded.

Returning your purchase online (if you have an account)

  • Visit www.acnestudios.com and log into your account to begin a return or exchange.
  • Click on "my orders"
  • Find the order you would like to return/exchange, and click on "return" to begin the return/exchange process
  • Select which item(s) you would like to return,exchange, and then a resolution (whether you want a refund or exchange), and also the reason for return.  Kindly note that you must add each item one at a time, so once you have added the first item you can add other items from your order.   
  • After you have completed the return/exchange request, place the item(s) in the original shipping box, or any other solid carton box.
  • Make sure to only use one box and one shipment for all items you may need to return/exchange.
  • Close the box and tape securely.
  • Place the prepaid return shipping label on the box over the prior delivery information.
  • Call UPS at 1-800-PICK-UPS (1-800-742-5877) to arrange a free collection or drop the package off at a UPS location - visit www.ups.com to find one near you.
  • Your package will be delivered to our return center at:
    Acne Studios Online Returns
    c/o Bergen Logistics
    5903 West Side Avenue
    North Bergen, NJ 07047

Returning your purchase online (if you checked out as a guest)

  • Visit www.acnestudios.com/returns and enter the information for the order that you'd like to return at the bottom of the page to begin a return or exchange.
  • Click on "return" to begin the return/exchange process
  • Select which item(s) you would like to return,exchange, and then a resolution (whether you want a refund or exchange), and also the reason for return.  Kindly note that you must add each item one at a time, so once you have added the first item you can add other items from your order.   
  • After you have completed the return/exchange request, place the item(s) in the original shipping box, or any other solid carton box. 
  • Make sure to only use one box and one shipment for all items you may need to return/exchange.
  • Close the box and tape securely.
  • Place the prepaid return shipping label on the box over the prior delivery information.
  • Call UPS at 1-800-PICK-UPS (1-800-742-5877) to arrange a free collection or drop the package off at a UPS location - visit www.ups.com to find one near you.
  • Your package will be delivered to our return center at:
    Acne Studios Online Returns
    c/o Bergen Logistics
    5903 West Side Avenue
    North Bergen, NJ 07047

Contact us if you have any questions regarding your return. We can be reached at customercareus@acnestudios.com, or by phone at +1 (855) 226-3289 from 6am–8pm EST Monday–Friday, and 6am–5pm EST on weekends.

Exchange online

Purchased items are exchangeable into a different size. Exchanges are only processed upon receipt of returned merchandise and are based on stock availability. Exchanges are shipped to you free of charge. Should you be interested in a different colour or style, please return your item/s to us and simply purchase the new piece separately at acnestudios.com.

Receiving a refund

All returns that are shipped back within the 14-day time period will be refunded to the original form of payment. You will recieve an e-mail confirming when the refund is issued.

Important information for returns

  • Items must be returned to us in perfect condition accompanied by the return information label.
  • Make sure all products are exactly as you received them, with tag(s) and seal(s) still attached.
  • 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.
  • Please make sure to return the shoes/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 return services are only valid in the original country to which an online order was shipped.
  • 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:

Acne Studios Online Returns
c/o Bergen Logistics
5903 West Side Avenue
North Bergen, NJ 07047

Sale

Our regular online return and exchange policy as described above applies during sale periods.  

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.