What do I need to know about the shipping of On products?
We pay for it.
For most countries, we cover shipping, customs – everything. After all, we want you to focus on running. Countries excluded from free shipping (for now): India, Indonesia, Israel, Hong Kong, Malaysia, the Philippines.
As fast as we can.
Before you check out, you will be told how long your On products will take to get to you – from overnight to 2-6 days. We’ll also give you all the tracking information so you’re kept in the loop.
Home, work or to Zero Gravity - where we ship to.
Well, not quite to outer space (yet) but we’re happy to deliver your products to wherever is easiest for you. Just note, we cannot deliver to P.O. At the moment, we ship to over 50 countries, but if yours is one of the few we don’t ship to yet, just use the “find a dealer” function on our page, or simply get in touch.
What do I need to know if I have to return my On products
Easy. No, really.
Should you not be fully satisfied with the Ons you have purchased, you can exchange them or just give them back and have their purchase price refunded in full. 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. Just one thing, you will need to do this within 30 days of receiving them. Needless to say, you’ll need to return them to us in their original condition and packaging, too. If you have any questions about how to return your Ons please reach out to [email protected], [email protected], [email protected] or [email protected]
Exchange or refund.
Ordered the wrong size or colour? No problem, just send the shoes back to us within 14 days of receipt. As long as they’re still ’as-new’. we’ll exchange them for the size you need and/or the colour you prefer.
Like a different model instead? That’s no problem, either. Send us back the shoes within 14 days and we’ll refund you the full price of the Ons you’ve already purchased (see ’Money back’ below). And, while we’re doing that, you can place your new order.
Money back? If you’d simply like to return your Ons and have the money you paid for them refunded, just send them back to us within 14 days of receipt. As long as they’re still in their original condition and packaging we’ll refund their purchase price in full within around 10 working days. Please note that expedited shipping will not be refunded in case of returns/exchanges. 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.
For further details regarding returns please consult the Returns Information document that was sent to you with the original order.
Repack + return number = done.
Whether you're a registered customer or a guest, if you go to www.on-running.com/returns and enter your order number and your email address, you’ll automatically generate a ’return number’ for sending your Ons back to us.\n\ If you’re a registered customer, you can even arrange your return via your customer account. Just log in and go to ’My account’ and then ’Order overview’. Select the order concerned, click on ’Return’ and follow the instructions provided to tell us what item you are returning for exchange or refund. Once you’ve done all this, you’ll be given your return number.\n\ Just write the return number on the returns information document you received with your delivery and include this with the item when you send it back to us.\n\ Any questions about an item you want to return? Feel free to contact us any time at [email protected]
Dealers do in returns too.
Bought your On products from a dealer? They’ll be happy help you with your exchanges or returns as well.
Purchases from events.
Again, we’re here for you. You can exchange or return your On products within 30 days as long as they're still in their original condition and you bought them from us directly (if you bought your On product from a dealer event, they will help you with your return). Contact us to start the (easy) process: [email protected]
Manufacturing defect? Let’s sort it out.
See a problem with your On product related to its manufacture? We’ll be pleased to provide a replacement product within the legal warranty period – of course, this warranty does not extend to normal wear and tear. Just submit a warranty claim here: https://customer-service.on-running.com/en-us/warranty_claims/new