What do I need to know about the shipping of my Ons?
We’ll pay for it.
We’ll get your Ons to you as fast as we can.
Depending on your country of residence your Ons will be shipped within 2-6 days. How long exactly it will take will be shown in your shopping cart. When we send you the confirmation that your order has shipped, We’ll also give you the tracking information, including the carrier and the exact time it should arrive. We already ship our Ons to over 30 countries, and that number continues to grow. Should you not find your country of residence on the list at the bottom of this page, or cannot see a ’Shop’ button displayed in the menu, please use the ’Find a dealer’ function to see if Ons are available from any dealers in your country.
We’ll send them wherever you prefer.
We can deliver your Ons to your home or your workplace. Please note, however, that we cannot deliver to a P.O. box address.
What do I need to know if I have to return my Ons
It’s really easy to do so!
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 14 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: the choice is yours:
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.
Repackage them, add the return number and you’re 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]
Bought them from a dealer? They’ll be pleased to help.
If you purchased your Ons at a specialist store, they will be pleased to assist and advise you on any exchanges or returns.
Bought them at an event? We’re there for you, too.
If you purchased your Ons at an event, you can still exchange or return them, as long as they're still in their original condition. To find out how to do so, contact our Customer Support (email [email protected] or phone +41 44 225 1551). Please note, though, that you can only return your Ons this way if you bought them from us directly. If you purchased them from another dealer at the event concerned, they’re the ones who will help you do so.
Manufacturing defect? Just let us know.
Got a problem with your Ons that’s related to their manufacture? We’ll be pleased to provide a replacement pair within the legal warranty period. (Needless to say, this warranty does not extend to normal wear and tear.) Please contact our Customer Support (email [email protected] or phone +41 44 225 1551).