At On Cloud Store UK, we want you to love every step you take in your On Cloud shoes. If your order isn’t quite the perfect fit, our hassle-free exchange process is here to make it right.

1. Eligibility for Exchange

You can request an exchange within 14 days of receiving your order, provided that:

  • The item is unused, unworn, and in its original packaging.
  • Tags and labels remain attached.
  • Proof of purchase (order number or receipt) is provided.

We cannot accept exchanges for worn or damaged items unless they are faulty on arrival.

2. How to Request an Exchange

To start an exchange, please contact our customer support team at support@oncloudstoreuk.com with your order details and the item you’d like to exchange.
Our team will guide you through the simple return and replacement process.

3. Exchange Options

  • Size or Colour Exchange: If your On Cloud trainers or shoes don’t fit perfectly, we’ll send you the right size or colour once we receive your return.
  • Product Swap: Prefer a different On Cloud model? You can choose another item of equal or higher value (additional costs may apply).

4. Return Shipping for Exchanges

Customers are responsible for the return shipping costs unless the product is faulty or we made an error with your order.
We recommend using a tracked service to ensure your return reaches us safely.

5. Processing Time

Once your returned item is received and inspected, we’ll dispatch your replacement product within 3–5 business days. You’ll receive an email with tracking details once it’s on its way.

6. Faulty or Incorrect Items

If you’ve received a faulty or incorrect product, please contact us immediately at support@oncloudstoreuk.com.
We’ll cover all shipping costs and send you a replacement as quickly as possible.

7. Non-Exchangeable Items

For hygiene and safety reasons, we cannot exchange socks, insoles, or gift cards unless they are defective.

8. Contact Us

If you have any questions about our exchange process, reach out to support@oncloudstoreuk.com — we’re always happy to help you find your perfect pair.