At On Cloud Store UK, we want you to feel confident in every purchase. Each pair of On Cloud shoes is crafted for comfort and performance — but if something isn’t right, we’ll make it right within our fair return guidelines.

1. Eligibility for Returns

We accept returns only for items that meet the following conditions:

  • The item is unused, unworn, and in its original packaging.
  • Tags and labels remain attached.
  • The return request is made within 3 days of receiving your order.

Please note: We do not accept returns for “change of mind” reasons — including unwanted gifts, incorrect size ordered, or personal preference. Only faulty or incorrect items are eligible for a refund or replacement.

2. How to Request a Return

To initiate a return, please email support@oncloudstoreuk.com with:

  • Your order number
  • The item name
  • A brief explanation of the issue

Our customer care team will review your request and provide next steps, including the return address and shipping instructions.

3. Faulty or Incorrect Items

If you receive a product that’s damaged, faulty, or not what you ordered, please contact us within 7 days of delivery.
We’ll arrange for a replacement or refund and cover any return shipping costs in such cases.

4. Return Shipping

For eligible returns (non-faulty reasons), customers are responsible for return shipping costs.
We recommend using a tracked postal service to ensure your item reaches us safely.

5. Refund Processing

Once your returned item is received and inspected, refunds will be processed to your original payment method within 5–7 business days.
You’ll receive a confirmation email once your refund has been issued.

6. Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned unless faulty:

  • Socks or insoles
  • Gift cards
  • Clearance or final sale items

7. Contact Us

If you have any questions about our Returns & Refund Policy, please contact support@oncloudstoreuk.com. Our team is here to help ensure your On Cloud experience is as smooth and reliable as your shoes.