Top questions
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 our client service team.
How do I find my size?
Please visit our size guide. For additional questions regarding sizes please feel free contacting our client service team.
How do I return an item?
We offer full refunds or exchange into a different size and color within 14 days upon delivery. Items must be returned unused in perfect condition accompanied by the original invoice.
You will find a form at the back of your receipt, which has to be filled out correctly. Remember to state your order number. Also clarify which items you are sending back, and why you wish to return them.
Refunds for returned merchandise will be made to the original purchaser’s credit card within two weeks of the return.
How do I exchange an item?
Purchased items are exchangeable into a different size and color. All exchanges are based on stock availability and are shipped to you free of charge.
Should you be interested in an alternative style, please return your item/s to us and simply purchase the new piece separately at acnestudios.com
You will find a form at the back of your receipt, which has to be filled out correctly. Remember to state your order number and to clarify which items you are sending back.
For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. If you make an exchange for a less expensive item, you will receive a refund to the original purchaser’s credit card.
Sale items are non-exchangeable but can be returned for a full refund
Will there be any additional costs to my order?
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.
Payment
What payment methods does Acne accept?
You can pay using Visa, Eurocard, MasterCard, American Express and Paypal.
Is it safe to use my credit card online at Acne?
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.
Order and Tracking
Can I change my order?
An order cannot be changed once the merchandise has been processed at our warehouse. We only offer to cancel your order, depending on the status of the order. Please contact us as soon as possible and notify us if you wish to cancel your order. Make sure to have your order number available. However, items may still be exchanged or returned within 14 days after you have received them.
When will my order be shipped?
Your order will be fulfilled within two business days, subject to card clearance and stock availability. However, we do aim to ship every order the same day. We operate Monday to Friday except from Swedish public holidays.
Which countries does Acne ship to?
Go to Delivery and look at our shipping table.
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.
Can I add items to my order?
Additional items must be handled as a separate order in the web shop. 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 thru the contact page
Returns and Exchanges
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.
Can I exchange for a more expensive product?
For security reasons, we do not save your payment information in our database. Therefore, you are not able to exchange an item for a more expensive one. If you make an exchange for a less expensive item, you will receive a refund to the original purchaser’s credit card.
Delivery
How long time does it take for my order to arrive?
Shipping usually takes between three and five days, but may take up to seven days for some destinations.
How do I collect my order?
All orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9 am – 6 pm on busniness days.
You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).
Is my package insured?
All items are insured against theft and accidental damage whilst in transit from the Acne 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.
In the same way the costumer have the responsibility items during returns and exchanges.
Products
Will my Acne favorites be restocked?
We will add items to the web shop as soon as it comes back in stock. Our client service team will be happy to put you on a waiting list. That way you'll get an email as soon as your item is back in stock.
Company information
How do I receive the latest information from Acne?
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