ORDERING

The order amount will be captured from your account as soon as your order has been placed. If you wish to cancel your order, please contact us and we will issue a refund back to your account. Easy returns - if something doesn't fit, just return it to us for an exchange or refund.

The following payments are accepted

Credit card

You can pay by Visa, Eurocard, Mastercard, Diners Club, American Express, JCB, Maestro and Visa Electron. 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 already registered PayPal account.

Changing or cancelling your order

For details on your 14 day right of return, please see the Returns Policy section of the website. This section details your statutory rights of cancellation.

You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out in (2) below that you are exercising this right of cancellation no later than seven working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods.

To exercise this right of cancellation:

Contact us by email at customercare@acnetudios.com

Follow the returns instructions as laid out in the Returns and exchanges section of this site.

Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.

If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. For more information on how to return goods to us please refer to the Return Policy section of the site

We recommend that returned goods be sent via insured, traceable delivery for your protection.

Please note that you do not have a cancellation right with regards to customised products. Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

 

  • Item(s) not available
  • Difficulty in processing your payment information
  • Cannot ship to address provided
  • Duplicate order was placed

 

If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact our Customer Service Team by email or by calling +44 808 189 2100 for a recommendation.

 

SHIPPING INFORMATION

Free shipping

PINGHE offers free standard delivery on orders above 150 Gbp. Please note that free shipping will be applied to your order at checkout.

Kindly note that delivery to rural addresses can result in longer delivery times.

All orders are shipped with UPS and requires a signature upon delivery. UPS usually operates between 9am—6pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).

Taxes and duties

All countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price.

Important information

All orders are fully traceable through our website. Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation and/or stock availability. We are unable to deliver to post office boxes.

First-Time Order Policy

For security purposes, Acne Studios reserves the right to ship first-time orders to the cardholder’s verified billing address or work address. To avoid delays in receiving your order, please make sure to provide the correct billing and shipping information associated with your credit/debit card when placing an order

Insurance

Acne Studios insures each purchase during time in transit until it is delivered to you. All orders 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.

RETURNS & EXCHANGE

Free returns

Acne Studios has a 14-day return policy: you have 14 days from when your order is delivered to ship/postmark it back to our return center for a refund or exchange.

Contact us at customercare@acnestudios.com with your order number if you did not receive a pre-paid return shipping label and we will send you a new one.

Returning your purchase

  • Visit www.acnestudios.com and log into your account to begin a return or exchange. If you don't have an account, visit www.acnestudios.com/returns and enter the information for the order that you'd like to return 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.
  • Place the pre-paid return shipping label on the box over the prior delivery information.
  • Visit www.ups.com and click "Call Us" and the bottom left of the screen.
  • Call UPS customer service to arrange a collection.

 

Exchanges

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

Receiving a refund

Your refund will be credited to the the same form of payment from where the purchase was made. 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.

Please note that a deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

 

Important information

  • 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 and seal still attached.
  • All shoes must be tried on a carpeted surface until you have decided to keep them.
  • Shoes should be returned in their original, undamaged shoes box as this is considered part of the product.
  • Please make sure to return the shoes and shoe box inside another solid carton box to not damage the original packaging.
  • We prefer that items are returned through Acne Studios return service to ensure they are protected and insured during transit. However, you may return the goods by any secure transport.
  • When using our free return service, you will be refunded in the event of theft or loss during delivery to our warehouse.
  • Please send the package to:
    Acne Studios Online Returns
    Finspångsgatan 51
    163 53 Spånga
    Sweden
     

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 time frame after purchase, please contact us immediately.

 

MY ACCOUNT

Managing your account

It's easy to change your account information online, at any time. Simply click My account now to access your account. If you have forgotten your password, click here.

  • Your email address serves as a convenient way to receive important information about your order and serves as your Demandware account identification.
  • 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). The password assures that only you have access to your account information.

Opening an account

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.

Account benefits

Set up My account and customize your preferences. Improve you shopping experience by taking advantage of great benefits.

  • News and exclusive offers

    Sign up to receive email updates on special promotions, new product announcements, gift ideas and more.
  • Order history

    Recieve important information regarding your order and the capability to track your order up to the moment it arrives.
  • Faster checkout

    Save your billing and shipping information to make it easier to find and buy your favorite stuff. Enjoy hassle-free checkout.
  • Save my cart

    Save my cart for checkout at a later date.