Orders
Find answers to your most commonly asked questions.
Order status
As soon as your order and payment go through, we'll send you an order confirmation email. Once your order ships, we'll send you a shipping confirmation email with tracking details (applicable in most countries). You can check on the status of your order with our Order Tracker.
If the email used to place your order was not correct, don’t worry. While we’re unable to adjust email addresses on submitted orders, if you know the incorrect email that was used, just enter the email on the order with your order number into our online Order Tracker. You’ll be able to track the status of your order here. If you need to set up a return, you will need to do so with the email as it appears on the submitted order as well. We apologize for any inconvenience this may cause.
Can’t find your order number? Not to worry. If you don’t have an On account, you can sign up for one for free using the email used to place the order. After that, you can go to your “order and subscription history” and see all your order details – including your order number.
Payment
Once an order is successfully placed, a pending charge is placed on your Credit or Debit card account or Klarna payment. Payments are finalized upon shipment per unit shipped. Other payment methods are finalized when the order is placed.
You can pay by credit card, Apple Pay or PayPal. For selected countries we offer payment by invoice or instant bank transfer via Klarna or Billpay. The credit cards we currently accept are Mastercard, Visa, PayPal, Diners Club, Discover, JCB, MasterPass and Maestro (United Kingdom).
Our website automatically sets your country based on your location, so you should not worry about setting currency. The website being set correctly helps us get your products to you quickly with minimal customs formalities. If the automatic settings are incorrect, you can manually change your location (and language, if needed) at the bottom of any webpage.
It's simple. You will be able to select Klarna as an option during checkout. If you don't have a Klarna account already, Klarna will save your information and set one up for you after checkout is complete.
For states offering a tax-free weekend, On will honor it if the purchase is under the state's maximum value. If you need help with tax or have any questions, feel free to contact us.
On has a refer-a-friend program. If any of your referrals buy On Gear, we'll send you something to say thanks. We also recommend taking a look at our Last Season collection, where we sell last season pieces at special prices. And if you sign up for our newsletter, we’ll let you know what’s going on – including promos, new drops, and more.
Changes and cancellations
Unfortunately, we can’t change your delivery address after your order has been placed.
Do you live in the United States, Canada, Australia, New Zealand or Brazil?
If so, and you need to make an amendment or change any details, you’ll have 60 minutes to cancel your order after placing it. After that, our warehouse will already be hard at work processing your order.
Get in touch via our On Chatbot, using the Contact Us form, or by calling to speak to a Happiness Deliverer.
Please note that only orders placed with free, standard shipping can be canceled. Orders placed with an expedited shipping option are processed immediately after an order is placed to ensure swift delivery.
If we’re unable to cancel your order, the best way to update a delivery address is to reach out to the carrier directly. If the carrier is unable to re-route your parcel, it's typically returned to our warehouse after an unsuccessful delivery.
Unfortunately, we can’t change your delivery address after your order has been placed.
Do you live in the United States, Canada, Australia, New Zealand or Brazil?
If so, and you need to make an amendment or change any details, you’ll have 60 minutes to cancel your order after placing it. After that, our warehouse will already be hard at work processing your order.
Get in touch via our On Chatbot, using the Contact Us form, or by calling to speak to a Happiness Deliverer. Please note that only orders placed with free, standard shipping can be canceled. Orders placed with an expedited shipping option are processed immediately after an order is placed to ensure swift delivery.
If we’re unable to cancel your order, the best way to update a delivery address is to reach out to the carrier directly. If the carrier is unable to re-route your parcel, it's typically returned to our warehouse after an unsuccessful delivery.
Do you live in the United States, Canada, Australia, New Zealand or Brazil?
If so, and you need to make an amendment or change any details, you’ll have 60 minutes to cancel your order after placing it. After that, our warehouse will already be hard at work processing your order.
Please note that only orders placed with free, standard shipping can be canceled. Orders placed with an expedited shipping option are processed immediately to ensure swift delivery.
For other regions, we’re unable to cancel orders. Apologies for any inconvenience caused.
Get in touch using the Contact Us form, or by calling to speak to a Happiness Deliverer.
Bulk Order
We do not allow for bulk orders to be placed in the webshop, but we are happy to discuss bulk orders on a case by case basis. Speak with a Happiness Deliverer via our Contact Us form to see if we are able to help you out. Please note, products purchased over our website cannot be resold.
Gift Cards
We offer Digital Gift Cards in various designs and gift card amounts for the following countries: the United States, Canada, the Eurozone, Switzerland, and the United Kingdom. At this time, we do not offer physical gift cards.
A Digital Gift Card is a prepaid card for a specific amount. It can be redeemed for one or multiple purchases on our website – on.com, or in any of our On stores.
We offer eight Digital Gift Card amounts, available in five currencies. Our cards have no expiration date and cannot be returned or modified after purchase.
Digital Gift Cards are sent via email – you’ll get an order confirmation and a separate email containing your card information. Delivery can take up to 24 hours. If you haven’t received your email, please check your spam folder.
Digital Gift Cards can be redeemed for one or multiple purchases on our website – on.com, or in any of our On stores. They can only be used in the online shop of the country whose currency matches the one on the card. You can use them as a single payment method or combine them with another. Digital Gift Cards cannot be redeemed on other online shops or physical retailers.
Orders paid with a Digital Gift Card can be returned using the Return/Exchange form on our website. A new Digital Gift Card will be issued when the warehouse is able to check in and verify the returned product. Any additional payment will be refunded back to the original payment method at this time as well.
Digital Gift Cards are a non-refundable items, which means that the Digital Gift Cards cannot be returned.
We only accept Digital Gift Cards purchased directly from On.com. Apologies for any inconvenience this might cause.
Account
No, you don't need to create a customer account to complete your purchase; you can choose to check out as a guest if you wish. Creating a customer account allows you to view your order history and, most importantly, make purchases for our Last Season or Limited Edition products.
Student discount
You need to successfully register with UNiDAYS to get the 10% off discount code. You'll need to be a student currently enrolled in an eligible college or university in the UK, US, France, or Germany, and have a valid student ID or email addreYou need to successfully register with UNiDAYS to get the 10% off discount code. You'll need to be a student currently enrolled in an eligible college or university in the UK, US, France, or Germany, and have a valid student ID or email address.
All you have to do is:
1. Join UNiDAYS to verify your student status. 2. Once verified, you’ll receive a single-use code for 10% off most of our gear (excluding gift cards, limited-edition, and Last Season products). You’ll have an hour to use the code before it expires. 3. Log in to your account at On.com or via the On app, select what you want, and then just use your code at checkout.
For more info, please read our T&Cs.
It's a student perk company – helping students save money on clothes, food, tech and lots more.
Yes, but you’ll need a new code each time. When you’re ready to shop or if your old code expires, you can re-verify your status on UNiDAYS and receive a new code. A new code can only be generated once every 24 hours.
No, sorry. The single-use code can only be used on On.com or via the On app within the UK, US, France and Germany.
Yes, as long as you are registered at a university or college in one of the eligible countries—the UK, US, France or Germany. You can also get your discount if you're studying abroad in the eligible countries, as it can also be based on your physical location.
UNiDAYS
You need to successfully register with UNiDAYS to get the 10% off discount code. You'll need to be a student currently enrolled in an eligible college or university in the UK, US, France or Germany, and have a valid student ID or email address.
Log in to your account at On.com or via the On app, select what you want, then use your single-use code at checkout. You will receive 10% off any eligible gear.
- The discount code excludes limited edition and Last Season items and the purchase of gift cards.
- It cannot be used in combination with other promos.
- The discount code can only be used towards orders with a total value of USD 1150, GBP 900, EUR 1050 or less – before the discount is applied.
- The discount code cannot be used on shipping costs or on purchases already made.
- Your code can’t be used in-store – only on On.com or via the On app.
- The discount code may not be transferred to another person.
- If a product is returned where a discount code was used, then you will receive a refund of the discounted price.
On reserves the right to end the promotion at any time.