Any product purchased between October 7 and December 31, 2025 in the following countries will benefit from extended 90 day returns for a refund or exchange: US, Brazil, Canada, UK, China, Hong Kong, India, Indonesia, Japan, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand, Australia.

In Europe, any product purchased between November 3, 2025 and January 1, 2026 will benefit from extended 60 day returns for a refund or exchange.

Returns must be in new condition, and we ask that they be returned in their original, intact packaging (including apparel and accessories). 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.

For Cyclon™ orders, the policy is slightly different – please review the Cyclon™ return policy here. We are unable to accept returns for Onward™ orders. Limited editions and last-season items can only be refunded, but are not exchangeable due to limited stock.

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.

We offer free return shipping for eligible returns unless you are in India, Indonesia, Thailand or Malaysia. Please review our return steps by country and we’ll let you know how return shipping will work in your region.

It's easy. First, you'll need to enter your order number and the email address used to place the order here, so that we can check if your return is eligible. To return your order for a refund, you'll also need to log into the Klarna app and start a return with them. When a refund is initiated on our end, Klarna will take care of your refund and let you know the specific details. To return your order for an exchange, you will still need to submit a return request here. Exchanges on Klarna orders are handled in the same way as orders placed using other payment methods.

If you were gifted On gear and need to return it, we're here to help. Please note that we can only accept gift returns if the original order came from our webshop. To process a gift return, you will need to provide the original order number, item(s) to return/exchange and the purchaser name and address. In the US, we ask that you provide the gift receipt that was sent in the Shipping Confirmation email of the original order. Please also be ready to provide your email address and shipping address.

Before starting a gift return, we recommend reaching out to our Happiness Delivery team via our Contact Us form so they can help you out. That way, we can be sure you’re always in control of your return.

Returns for On store purchases can be made either at an On store (except On Outlet stores) or online by reaching out to us via our Contact Us form. All returns must be completed in the country they were purchased from. On Outlet purchases can only be exchanged, not refunded, by an Outlet store.

On is unable to accept the return of product purchased from one of our retail partners. Our retail partners should be able to assist you with a return, so please reach out to the business where the original purchase was made.

Check out our Cyclon™ return and exchange FAQs to find out how to get a refund or a different size. If you're looking to recycle your Cyclon™ products, take a look at our Cyclon™ recycling FAQs.

Yes, you can return all On purchases for a refund here if the items are in eligible condition, in their original intact packaging, and within 30 days of purchase. These items are not exchangeable.

Once your return request has been submitted to us, unfortunately, it’s not possible to change it. If you want to return an additional item from your order, all you need to do is submit another return request by entering your order number and the email address used to place the order here.

Your refund will be issued after our warehouse team has received your return and checked in and verified the items. This process can take up to 14 business days. You will receive a confirmation email when the refund has been processed, and it will then take an additional 2-5 business days for the funds to be reflected back to your original payment method. We appreciate your patience while we work to process your return.

First you will need to submit a return request by entering your order number and the email address used to place the order here. Please note that not all items are exchangeable – if yours is eligible, you will be able to select ‘exchange’. We allow for exchanges for a different size or color of the same model as originally purchased. The new size and color must be in stock to be able to proceed with the exchange. We’ll provide a prepaid return shipping label for the return once the exchange request has been completed. Once we receive the original product back at the warehouse and they are able to check it in, your new exchange item will be processed for shipment. When the exchange order ships, you will receive an email with tracking information.

We can’t process exchanges for different models unfortunately – but we are happy to process exchanges for new sizes and colors of the same model. If you’d like a different model, please submit a return request by entering your order number and email address used to place the order here and return your original order for a refund. Then, simply place a new order for your preferred model.

We aren’t able to exchange any exchange orders at this time. Instead, you will need to return the exchange for a refund. Please submit your exchange return request by entering your exchange order number beginning with ‘S’ and the email address used to place the original order here. Then just place a new order for your preferred product.

Yes, we accept returns for exchanged items within 30 days of purchase so long as the products are in new condition and in their original intact packaging. Please submit your exchange return request by entering your exchange order number beginning with ‘S’ and the email address used to place the original order here. Refunds are issued after we have received the return and the warehouse team has checked it in. You will be sent a confirmation email once your refund has been issued.

We can’t offer exchanges for these products due to the limited nature of their inventory. To get a new size, color, or model you can set up a return for a refund (if your item is eligible for a return) by entering your order number and the email address used to place the order here. Then, simply place a new order for your preferred product.

Most of our products are exchangeable for a new size or color, but not all. If you’re not given the option to exchange when setting up your return, the item isn’t eligible for an exchange. Limited edition products and colorways plus Last Season pieces are not exchangeable but can be returned for a refund.

To ensure a smooth return and exchange process for all of our customers, our warehouse needs to receive and verify all returns. Because of this, exchange orders will only be shipped after the original item has been returned to us. We apologize for any inconvenience this may cause. To switch to a new item faster, we recommend returning orders for a refund and then placing a new order at your leisure.

You can exchange items purchased from an On store at any On store within the same country they were purchased from. We're unable to handle exchanges for On store purchases online. If you'd like to to proceed online, please return your item(s) by reaching out to us via our Contact Us form and then simply place a new order. On Outlet purchases can only be exchanged, not refunded, by an Outlet store.

After you have submitted a return request and shipped the item(s) back to us, you will be able to check in on the progress of your return. You can do this either by using the link in your return confirmation email, by checking the ‘order history’ section of your On account, or by entering your order number and the email address used to place the order here.