At On Running Styles, we engineer our footwear for peak performance on every adventure. While we’re confident you’ll love our Swiss-designed shoes, we understand that sometimes a return or exchange is necessary. Below is our straightforward policy to ensure your experience remains as smooth as our CloudTec® soles.

Our Return Promise

We accept returns within 15 days of delivery for unworn, undamaged merchandise in its original packaging with tags attached. All returns must be accompanied by the original receipt or proof of purchase.

Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

  • Final sale items marked “SALE” in our menu
  • Personalized or custom-ordered footwear
  • Products that show signs of wear or have been altered

Return Process

  1. Initiate Your Return: Email our customer service team at [email protected] with your order number and return request within 15 days of delivery.
  2. Receive Authorization: We’ll respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Items: Securely pack the unworn shoes in their original box with all packaging materials.
  4. Ship Your Return: Send the package to our Charleston facility using a trackable shipping method. Original shipping fees are non-refundable.

Exchange Process

For size exchanges on eligible products:

  1. Follow the same initiation process as returns
  2. Specify your desired size/color in your email
  3. We’ll ship your replacement once we receive the original item
  4. Standard shipping fees apply for the new shipment

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: 5-10 business days for credit card refunds to appear on your statement

Note: International refunds may take additional time depending on your financial institution.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Return Address

On Running Styles Returns
1321 Froe Street
Charleston, US 25301

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear On Running Styles Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Product details: – Product Name: [e.g., Cloudventure Trail Running Shoes] – Size: [Your Size] – Color: [Color] – Reason for return: [Please specify] [For exchanges, please include:] I would like to exchange this for: – Size: [New Size] – Color: [New Color, if applicable] Please send the RMA number and return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Damaged or Defective Items

If you receive a damaged or defective product, contact us immediately at [email protected] with photos of the issue. We’ll arrange for a free replacement or return.

International Returns

For customers outside the U.S. (excluding restricted Asian and remote regions):

  • All duties and taxes are non-refundable
  • Mark the package as “Returned Goods” to avoid additional charges
  • Refunds will be processed in USD

Performance Guarantee

We stand behind every pair of our Swiss-engineered footwear. If you’re not completely satisfied with your purchase, we’ll make it right – because your adventure shouldn’t wait.

For any questions about our returns policy, contact our customer experience team at [email protected].