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DUE TO NATIONAL HOLIDAYS IN GEORGIA, SHOE ORDERS WILL BE SENT AFTER 20TH JANUARY

FAQs

1. Ordering
1.1 How will I know if you received my order?

When you place an order on an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.

1.2 How do I cancel my order?

You cannot cancel your order yourself but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must return it for a refund instead.

1.3 What do I do if I have forgotten my password?

When you place an order on acnestudios.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact our customer care team and we will send you the order details.

1.4 I've added the incorrect shipping address, how do I change it?

You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately you cannot update your shipping address yourself after the order has been placed.

1.5 From where do you ship?

We have one warehouse in Sweden and one in US. All orders shipped outside the US are currently shipped from our warehouse in Sweden. Orders placed to US are shipped either from our US warehouse or our Swedish warehouse. All US orders are always shipped DDP, meaning you don't pay any extra import duties/taxes/brokerage fees.

2. Payment
2.1 What payment methods does ANOUKI accept?
We offer different payment methods in different countries. In all countries we accept credit cards, but in many countries we also offer PayPal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country.
2.2 Is it safe to use my credit card online at Acne Studios?
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.
2.3 In which currency will my purchase be made?
We charge in different currencies in different countries. Most countries are charged in local currency while some other countries are charged in either Usd or Euro. In the country selection list at the bottom of the site, you will see what currency you will be charged in.
2.4 When will I be charged?
If you place an order with us you can chose if you want to store your credit card details. There are stored only by our payment service provider and we will not be able to see the details. We recommend storing card details if you want a smoother checkout the next time you order with us.
2.5 Why was my credit/debit card declined at checkout?
If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best assist you.
3. Shipping
3.1 How do I track my order?
As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online in order to see the tracking number.
3.2 How many days does it take for my order to arrive?
Shipping usually takes between three and five days depending on country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information.
3.3 How do I collect my order?
All international orders are shipped with UPS and require a signature upon delivery. UPS usually operates between 9 am – 6 pm on business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended). Orders shipped to Sweden, Norway, Finland and Denmark are shipped with PostNord and will be delivered to your nearest service point. You will be informed when the package can be collected.
3.4 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.
3.5 When will I receive my order?
As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number.. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order.
3.6 Where does Acne Studios deliver?
We currently deliver to 64 countries. At the checkout you will be able to choose your shipping country.
3.7 Can I collect my order in store?
Unfortunately all orders purchased online will be delivered by UPS to your home or work address. If you need shipping to another place we can of course help you with that as well. Just contact us and we’ll assist you.
4. Returns and Exchanges
4.1 How do I return or exchange an item?
We offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition. When returning an item, simply use our Return Merchandise Authorization (RMA) system. If you were logged in when you made a purchase log in to your account online, find the order that you want to return, click on "Return an item". Choose the items that you would like to return, either for a refund or an exchange. Follow the steps online. As soon as your return is registered you will receive an email confirmation. If you checked out as a guest, visit our returns page, and enter your order information at the bottom to request a return or exchange. You can then simply return the items to our warehouse following the return procedure in the confirmation email. Refunds for returned merchandise will be made to the original purchaser’s form of payment within two weeks of the return.
4.2 How do I exchange an item?
Purchased items are exchangeable into different sizes. All exchanges are based on stock availability and are shipped to you free of charge. If you want to return your item for an exchange into a different size, please use our Return Merchandise Authorization (RMA) system as explained above and state which size you prefer instead. 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.
4.3 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.
4.4 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. Items can only be exchanged into the same style but a different size or color, i.e.; items cannot be exchanged for less expensive items either.
4.5 Can I return or exchange my online purchase at an Acne Studios store?
Within 14 days of receipt, our stores in Sweden and Norway (excluding outlet, Archive stores, Acne Studios NK and Acne Studios Åhlens) can accept returns of online purchases made in Sweden or Norway respectively for a refund to the original form of payment, or an exchange into a different size/color within the same style. You must bring your online order number in order to receive assistance, and our regular online return policy applies to any returns/exchanges made in-store. We also offer a free return service through PostNord in Sweden and Norway - please follow the return instructions you received with your order. For countries other than Sweden, Norway and the United States at this time our stores are not equipped to accept online purchases for returns or exchange. Please follow the return instructions you received with your order.
5. Customer Care
5.1 How do I receive the latest information from Acne Studios?
You cannot cancel your order yourself but we can of course help you. The order can only be canceled before it has shipped and before our warehouse has started working with the order. After that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must return it for a refund instead.
5.2 How do I collect my order?
Shipping usually takes between three and five days depending on country, but may take up to seven days for some destinations. More specific shipping days can be found under our help section and shipping information.
5.3 Why was my credit/debit card declined at checkout?
We charge in different currencies in different countries. Most countries are charged in local currency while some other countries are charged in either Usd or Euro. In the country selection list at the bottom of the site, you will see what currency you will be charged in.
6. Size & Fit
6.1 How will I know if you received my order?
If you place an order with us you can chose if you want to store your credit card details. There are stored only by our payment service provider and we will not be able to see the details. We recommend storing card details if you want a smoother checkout the next time you order with us.
6.2 Where does Acne Studios deliver?
Unfortunately all orders purchased online will be delivered by UPS to your home or work address. If you need shipping to another place we can of course help you with that as well. Just contact us and we’ll assist you.
6.3 Is my package insured?
As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online in order to see the tracking number.