FAQ

Shipping usually takes between three to five business days, depending on your location, but may take up to seven days for some destinations. More specific shipping days can be found when selecting your preferred shipping method at check out.

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.

We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, Canada, South Korea, Japan, China, Singapore, Australia and Hong Kong. 

Acne Studios offers complimentary express shipping on orders above HKD 3500. A standard fee of HKD 250 will be applied to all other orders.

Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.

When you come to the store to collect your order, please bring: 

• The original method of payment.
• Your government-issued photo identification.
• The order confirmation email.

If you would like a representative to collect your order on your behalf, please ensure that they bring:

• The original method of payment.
• Their own government issued photo identification.
• A copy of your government-issued photo identification.
• The order confirmation email.

Acne Studios insures each purchase during time in transit until it is delivered to you. Orders may require signature upon delivery, at which point responsibility for the shipment passes to you. 

If you have specified a recipient other than yourself for delivery purposes, you also accept that signature by the third party is sufficient proof of delivery and fulfilment by Acne Studios.

We offer full refunds or exchanges into a different size for item shipped back within 7 days from when it was delivered to you.

To register a return or exchange, simply login to your Account, find the order you want to return or exchange and click on 'return an item'. If you checked out as a guest, please visit our returns page, and enter your order information to request a return or exchange. 

Refunds for returned merchandise will be made to the original purchaser’s form of payment.

Personalised items are made to order and cannot be returned or exchanged.

You may return full priced online orders purchased on acnestudios.com to Acne Studios stores in the same country where the purchase was delivered to. 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.

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.

Once your return has been received and processed, you will receive an email notification. 

It should take 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.

Please note the following important information about returns and exchanges:

• Log into your account to begin a return or exchange.
• You can view your orders and must request a return or exchange item for any unwanted items.
• Place the item(s) in the original shipping box, or any other solid carton box.
• Close the box and tape it securely.
• We prefer that item be returned in person to Acne Studios IFC Hongkong. Alternatively, you can ship the item to our warehouse for processing at your own cost to the address below. We recommend using UPS or other secure couriers service for your return. Please note that we are unable to accept any other type of return method. 
• For your safety, make sure to get a tracking number so that the carrier will refund you in the event of theft or loss during delivery to our warehouse.
• Please send the package to:

Acne Studios Online Return

Finspångsgatan 51

163 53 Spånga

Sweden

• 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.
• Leave your parcel at your nearest drop off service point, preferably the same one as where you collected your order.
• 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.
• At Acne Studios, we are committed to our efforts towards sustainability and recycling. When possible, please return your item(s) in the original solid carton box you received, and avoid adding unnecessary plastic components (i.e. tape, stickers) to it.

Please note that sale items purchased online can not be returned in store, they must be sent back.

Once received, returns take approximately 3-5 business days to process. Upon completion, a refund confirmation email will be generated and sent to you.

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.

Once your order has been approved, you will receive an email confirmation with your shipping details and a 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.

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 of the item. 

If you wish to receive support with changing or updating your order, please contact us as soon as possible and make sure to have your order number available. 

We are unable to add items to any existing 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. To improve your chances of receiving all items in the same shipment, please contact us with your request as soon as possible after placing the order. 

If you purchased an item which later shows a price reduction on our website, during our official sale, we will be able to refund the price difference back to you, if your request came within the 7-day return window for your order. 

The item would need to still be in stock on our website in the exact same style, colour, size and country. 

You cannot cancel your order yourself, but we can of course help you. If you wish to request a order cancellation, please contact our Client Services team. 

Please note that the order can only be cancelled before it has been processed and shipped. After that, we cannot guarantee a cancellation. 

If you wish to change your shipping address, please contact our Client Services team.

You order's shipping address can only be changed before the order has shipped.

Acne Studios accepts the following payment methods:

Credit card

You can pay by Visa, Mastercard and American Express. Visa and Mastercard are verified by a secure code. Payment is debited from your card once you place the order.

Paypal

You can choose to pay with credit card or your registered PayPal account.

AliPay

You can choose to pay with your registered AliPay account.

Apple Pay

You can choose to pay with your Apple device. 

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.

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 our Client Services team who would be happy to provide them to you.

Acne Archive is a 48-hour flash sale on our website where you can shop a selection of hand-picked Acne Studios classics, runway pieces and exclusive items from previous collections with up to 75% off.

A link to access Acne Archive will be shared with you in a newsletter, prior to the beginning of the sale. To gain access to Acne Archive, you must have a registered Account and be logged in.

Acne Archive products that are marked as “Final Sale” in the cart and the checkout pages will not be eligible for returns. Items with no “Final Sale” mark can be returned for a refund. 

Exchanges will not be applicable for any Acne Archive products. 

Yes, gift cards can be applied to an Acne Archive order. You can use the gift card by entering your gift card code in the “Payment method” section at checkout.

Acne Studios par Frédéric Malle is a collaboration between Swedish fashion house Acne Studios and Editions de Perfumes Frédéric Malle, which meet at the intersection of fashion, perfumery and art. Driven since their inception by the ambition to create a radically new aesthetic, both houses draw their essence from photography, architecture, culture, and design. Frédéric Malle and Jonny Johansson have always chosen to explore alternative paths, with a multidisciplinary vision and absolute creative freedom.  

Acne Studios par Frédéric Malle is an eau de parfum.  

You can purchase Acne Studios perfume online in Japan, South Korea, Mainland China, United States, Denmark, Norway, and Sweden. We recommend checking the delivery options at checkout.  

We are currently not offering samples of Acne Studios perfume for online orders.

You are welcome to visit one of our stores to experience Acne Studios perfume. Find the closest store to you here.

You can pay for your perfume with any of the payment methods available in your country. 

You can return Acne Studios perfume in a store in your country. 

You can return Acne Studios perfume to a store in your country. Find the closest store to you here.  

Please note the following important information about returns and exchanges: 

1. Items must be returned to us in perfect condition. 
2. Make sure you return your perfume exactly as you received it.  
3. The perfume must be returned in its original, undamaged box as this is considered part of the product. 
4. 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. 
5. Spraying the perfume will be considered as tampering and your return will be rejected. 

We cannot guarantee that Acne Studios perfume is a hypoallergenic product. We recommend spraying a small amount of product on one single area to test for allergies prior to using the product extensively. 

We offer complimentary gift wrapping on all orders.  

Please note that the whole order will be wrapped together, not separately. Exceptions apply to larger-sized orders that may exceed gift wrap sizes available.

Opening an Account is easy. Simply click My account, or when you place an order, you will be prompted to log in with your email address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order and receive emails about your order.

You can edit your account information by logging into Account page. You’ll have access to your orders, returns, payment and address information.

If you have forgotten your password, please enter your email address associated with your account by opening this link. You will shortly receive an email to reset your password.

Your account stores information such as order history and your billing and shipping address. It also offers you the ability to track your order(s).

• Pre-access to sale and first to view new collections.
• Track your orders and register returns.
• Order history.
• Fast checkout.
• Save my cart.
• Personal recommendations, product care guides, and other exclusive off-menu services.

Acne Studios personalisation is available across key scarves styles.

The height of each personalised character measures between 2,5cm and 3,2cm depending on the width of the scarf selected.

You can select a maximum of 5 characters to be embroidered on your personalised scarf.

We currently do not offer any symbols as part of our characters offering. You can select any letter in the alphabet, numbers between 0 and 9 and two different types of dots.

You can choose between three set baseline colours (black, silver and pink) and combine them with one more colour among the 11 additional colours available across the different combinations.

You are welcome to visit any official Acne Studios store to select your preferred scarf and personalise it.

You will receive your personalised scarf within 5 business days. Delivery times might vary depending on the number of requests we receive.

The price is 400 HKD on top of the item price. This does not vary depending on the number of characters used.

Personalised items are final sale and cannot be returned or exchanged.

Acne Studios gift boxes are made in Italy.

As part of Acne Studios circular packaging approach, our gift packaging is plastic free and made of at least 40% recycled paper. Please keep it or recycle it as paper.

All items purchased from www.acnestudios.com and in our direct stores are eligible for gift wrap.

Gift wrap is available in all Acne Studios stores and online. Clients can select gift wrap as an option at checkout or request it at any of our store locations.

Acne Studios gift wrapping is complimentary.

Acne Studios gift wrap includes a stylish pink box available in multiple sizes and silk paper.

Full-priced items which have been received gift wrapped can be returned, provided they meet our standard return policies.