Returns and exchanges

If your new product isn't quite right and you want to return or exchange it, you've come to the right place.

Order information

Find your order number in your confirmation email or by logging into your account and checking the orders section.

Returns and exchanges are available for products in new condition within 30 days of purchase. Please check our FAQs for more details.

How our returns and exchanges process works

Create a return

Create a return or exchange by logging into your account and clicking on the 'Orders' section. You can also do it via our Return / Exchange form found in the Help Center. All you need is your order number and email address – found in your order confirmation email.

Get a shipping label

Take a look at our Return steps by country page for more information on how to return an order based on your location. This page also explains how to obtain a shipping label or QR code for your return.

Send your package

Read our Return steps by country page for more information on how to hand in your return.

Refund and exchange process

Refunds will be issued upon receipt of your order. Exchange replacements will be sent within 7-14 business days.

Didn't purchase from On?

If you didn't buy your product directly from On you won't be able to return or exchange it on our website. Please return or exchange it through the company that you originally bought it from.

Need help with your return?

We are only able to accept returns for a refund or exchange on orders within 30 days of delivery. Returns must be in new condition, and we ask that they be returned in their original, intact packaging (including for apparel and accessories), except for eligible Run Trial orders. We are only able to accept returns for orders purchased directly from On.

To submit a return request, enter your order number and the email address used to place the order here.

We cover the cost of shipping for eligible returned On products unless it is to, or from, one of the following countries: India, Indonesia, Thailand and Malaysia.

Please note that expedited shipping costs on the original outbound order will not be refunded in the case of returns or exchanges.

You can submit a return request by entering your order number and the email address used to place the order – you can do this here. See our return policy for more details.

After an eligible return request has been completed, a return shipping label will be provided to you (if free return shipping is available in your region). Take a look at our return steps by country for more information on what you need to do to return your order.

If you need multiple boxes to return your order, please submit a separate return request for the item(s) in each box. You'll receive a unique return label for each return request. Please do not return multiple orders in one box.

If you have an On account, you can request an eligible return directly from your order history.

Return shipping labels are provided for eligible returns after a return request has been successfully submitted. To submit a return request, enter your order number and the email address used to place the order here. If you have already set up your return and misplaced the provided label, you can always access your return shipping label directly from your return request. Re-enter the order number and the email address here and you’ll be able to access your unique return shipping label.