How can I find out if I have a local dealer who has Ons in stock?
Details of all our dealers are included on our website. You’ll find these in our ’Dealer locator’, which you can access directly here: www.on-running.com/dealers .
How can I change my account details?
Just log in and you’ll be able to do so.
How long will a pair of On shoes last?
It depends on many different factors, such as running style, weight and the surface you run on, but generally shoes (not just On) last between 600 and 1,200 kilometers. After this distance, wear and tear should be easy to see, enabling you to replace your shoe before you are injured.
What shoe is right for me?
You’re after our shoe finder, which is here: www.on-running.com/shoe-finder
I have overpronation/oversupination – should I choose On?
Our CloudTec® cushioning system adapts to each runner’s individual style, activating muscles and stabilizing ankles to make overpronation/oversupination part of your natural running movement. So yes.
I have always worn supporting running shoes in view of my overpronation. If Ons don’t have such support, are they really right for me?
A certain amount of pronation is part of any normal running motion. It helps to cushion the forces felt when the heel touches down, easing the pressure on the rest of the locomotor system. With insufficiently strong muscles or weak connective tissues, however, a runner may develop overpronation over the years. But this can be corrected by building up the muscles concerned. And with their adaptive cushioning technology, Ons can actually help the wearer to build up these muscles in an effective and sustainable way.
Are On suitable for any kind of gait: normal, bow-legged, knock-kneed?
With our CloudTec® technology, your On shoes adapt to your particular running style, regardless of whether you are slightly bow-legged or knock-kneed. If the condition is more extreme, however, you may be well advised to take additional strength training to work on your gait.
Are On suitable for heavier-set runners?
The heavier the runner, the lower the benefit from the cushioning effects that running shoes provide. With their advanced CloudTec® technology, however, On shoes still offer running comfort and soft landings for larger wearers, too.
What kind of terrain are On products suitable for?
On comes from Switzerland, so all of our products have been tested throughout different seasons and landscapes. For shoes, your best bet is use our shoe finder to find the perfect pair for your needs, and as for our Performance Running Gear, each product’s page indicates if it is weather resistant, water repellant and so on.
I wear orthopedic insoles - should I stop doing so with On shoes?
With their CloudTec® technology, On shoes adjust to distribute the pressure when you make impact with the ground, so insoles are not needed. Too much support can have an adverse effect on your running action, so you should decide for yourself whether you prefer to use the insoles or not.
Can On shoes be worn with flat feet, fallen arches, hollow feet or splay feet?
Traditionally, people are classified into static ‘foot types’. As a result, many runners end up being advised to wear very stable shoes. At On, by contrast, we look at your entire running motion with a vision to enable you to activate or deactivate the right muscles at the right moment in the cycle. That’s what our unique CloudTec® system enables you to do, regardless of foot type.
Can Ons be worn not just for running but for walking or hiking as well?
We developed the On with its special CloudTec® system specifically for running purposes. But, as experience as shown, Ons are just as good to wear for similar sporting activities, such as walking, hiking or trail running, too.
How do I care for my On Gear?
Each item comes with washing instructions, but here you can find a quick and handy guide:
What materials are used in On Gear?
On performance Running Gear is made of the highest quality and technical materials, including:
Lightweight materials that feel like a second skin.
Stretchable and flexible fabrics that allow high freedom of movement.
Breathable and fast drying materials for a comfortable feeling.
Weatherproof fabrics to keep you protected.
Basically materials that will let you forget about what you're wearing and focus on what's important: the run.
Can I take my On Performance Running Gear out on the town?
Definitely - in fact we recommend it. We designed our apparel range to look (and feel) great both on, and off, the running track.
How can I order from On?
Both our shoes and Performance Running Gear can be purchased online through our secure webshop, shops of our dealers or through our distributors around the world.
Do you offer guest checkout online?
Yes - you do not need to create an account to complete your purchase at On.
How do I order On products if I am unsure of my size?
If you're unsure which size of On shoes or On Performance Running Gear you are, simply use our ‘Size guides’ located on the right of every product page.
How will I know if the product I've selected is in stock?
Through our webshop, we make sure that you can only order products that are currently available and in stock. If the product you’re after is temporarily sold out, you can leave your email address to be notified the second it becomes available again.
How will I know if you’ve received my order, and when will the payment be debited to me?
We’ll send you an email confirmation of your order as soon as your payment has been approved, and we won’t debit your credit card or PayPal account until we ship the product.
Will I be kept informed about my order?
As soon as your payment has been approved, we’ll send you an email confirmation of your order and tracking information.
Do your prices include VAT?
No, our webshop prices do not include value-added tax.
What payment methods does On accept?
You can pay for your Ons by credit card, by BillPay (invoice with account details will be send only via email) or via PayPal. The credit cards we currently accept are Mastercard, Visa, AMEX, PayPal, Diners Club, Discover, Maestro (United Kingdom) and Postfinance.
Is it safe to use my credit card online at On?
There’s absolutely no need to worry here: our online shop incorporates the very latest secure technology. And to give you further peace of mind, we’ve also adopted MasterCard SecureCode, which provides additional protection against unauthorized access to your credit card account. You’ll find further details about MasterCard SecureCode and how to take advantage of it here.
How can I set my local currency when ordering?
You shouldn’t need to: we can see automatically what country you are ordering from, to help us get your Ons onto your feet as quickly as possible and with a minimum of Customs formalities. But should the automatic settings here be incorrect for some reason, you will be able to change these at the end of any page.
Who do you use to ship your products?
The shippers we use vary from country to country. The shipper for your country will be shown in your shopping basket.
What countries do you ship to?
We already ship to over 30 countries around the world, and are adding more all the time. Should you not find your country of residence on the list at the bottom of the page, or cannot see a ’Shop’ button displayed in the menu, please use the ’Dealer locator’ function to see if Ons are available from any dealers in your country.
How quickly will I get my Ons, and how much will the shipping cost?
We want you to run on clouds in no time, so the answer is - as speedy as possible. Any order validated by 12am (CET, JST, UTC) from Monday to Friday will be sent on the same day. Depending your country and delivery option, the delivery will take between one and six working days. Just check in the shopping basket how long it takes to deliver your Ons to your country of residence.
We want you to concentrate on your running. So for most countries we cover the shipping costs, as well as any customs charges involved. Shipping costs will occur if you order from India, Indonesia, Israel, Hong Kong, Malaysia or the Philippines.
Are packages insured?
Yes – all products sent from us are covered by standard insurance, so there is no need to worry.
How long will it take you to ship my order?
We will need a little time to process your order, of course. But as a rule your Ons should be shipped to you the day after you place your order with us. When we send you our confirmation that they have shipped, We’ll also give you the tracking information for your order, including the shipper we are using and the exact time it should arrive.
What if I find out that I don’t like the Ons I have ordered? What do I do then?
If you’re not happy, we’re not happy, which is why we’ve made exchanges and returns quick and easy. You have 30 days from receiving them to make your mind up, and we even pay for return shipping (with a few exceptions below)* – all we need is for the products to be in their original condition and packaging. If you have any questions just ask us:
- Europe: firstname.lastname@example.org
- APAC: email@example.com
- United States & Canada: firstname.lastname@example.org
*Return shipping is not yet covered for the following countries: Hong Kong, India, Indonesia, Israel, Malaysia, Mexico, New Zealand, Philippines, Singapore, South Korea, Taiwan and Thailand. Please also note that expedited shipping will not be refunded in case of returns/exchanges, just the basic cost of return shipping only.
If I send my Ons back, will I get a full refund?
Of course - if you wish to return your Ons we’ll refund the full purchase price. We’ll also pay for the delivery of the returned Ons unless the shipping is from/to one of the following countries: Hong Kong, India, Indonesia, Israel, Malaysia, Mexico, New Zealand, Philippines, Singapore, South Korea, Taiwan or Thailand. Please note that expedited shipping will not be refunded in case of returns/exchanges.
If you received a return information sheet with your Ons the return process will be absolutely free for you. If you would like to return your Ons but haven’t received a return information sheet (unless you are from one of the above countries) please reach out to email@example.com.
If I want a refund, how long will it take before I get my money back?
We will need a little time to process your return. But as a rule you won’t have to wait more than 14 working days to have your money refunded.
How can I be sure that any personal details I give you will be kept private?
Is it safe to buy my Ons online?
Don't worry: we use Secure Socket Layer (SSL) technology to make your online shopping with us as simple and safe as possible. SSL both encrypts and protects all the data you send us over the Internet. When SSL is activated, a padlock will be shown in the address line on your browser and/or the address will begin not with the usual "http" but with "https". So when you see this, you can sit back and shop with us knowing that all your transactions are totally safe and secure.