Refund and Returns
- Carefully inspect the contents for any physical defects or shipping damage
- Verify that you received the correct products
- Damaged merchandise is required to be reported within 24 hrs of the delivery date to receive a replacement.
There may be a slight difference between the Web Mockup and Product You receive. Product Description and size guideline is mentioned on the website. Read it carefully before ordering. If you have any questions about your purchase, our team is here to help. Return to the On Cloud US Website homepage to continue shopping or get in touch with support.Confident in our returns policy? Then you know exactly where to buy on clouds safely — shop the full collection on our homepage with the reassurance that every order is covered by our hassle-free return guarantee. Most returns are size-related and entirely avoidable — get the full answer to what size on cloud should i buy before placing your order and avoid the hassle of an exchange altogether.
Packaging Your Return
- Returned items must be received within 15 days in original condition; washed, worn, or used items will not be accepted.
- Please include your invoice or a note with your name, address, and order ID# with the return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days. Before initiating a return related to wear or sole degradation, check our full guide on how long does on cloud shoes last — understanding expected mileage and wear patterns can help determine if your shoes have reached end-of-life or need a replacement.
* We do not accept returns on used and size issue products. Select your size carefully. Once you have selected a size, if it does not fit you, we encourage you for a new order.
Orders can be changed within 24 hours from the moment you order.
- You cannot get a refund except in the following cases:
- You do not receive your order at all.
- It has not been 24 hours since you placed the order!
We do not guarantee variation of orders during any period,d and we reserve the right to process your order. Email us at (order@us-onclouds.com) to change your order.