Return and Refund Policy
Look, we get it. Sometimes shoes just don’t work out. Maybe you ordered the wrong size. We’re here to help with our simple return and refund policy.
When You Can Return Stuff
You’ve got 14 days from the day your shoes land on your doorstep to let us know you want to send them back. Then another 14 days to actually get them in the post to us.
For a return to work:
- Shoes need to be unworn. Like, try them on indoors on carpet to check the fit – that’s fine. But don’t take them outside for a test run. Don’t wear them to the shops to see how they feel. If there are marks on the soles or creases in the leather, we can’t take them back.
- The box matters. Keep it in decent shape. We know it’s just cardboard, but the box is part of the product. If it’s ripped up, written on, or looks like it’s been through a war, that’s going to be a problem.
- Hang on to your order confirmation or email receipt. When you contact us, having your order number handy makes everything move faster.
Stuff We Can’t Take Back
Some things just aren’t returnable:
- Shoes that have clearly been worn outside. If the soles are scuffed or dirty, that’s a no.
- Items missing the original box or with the box wrecked.
- “Final sale” bits – if something’s marked as that at checkout, it’s yours to keep. No refunds, no exchanges.
- Anything returned after the 14-day window. If you’re running late, let us know anyway – sometimes we can still help, but no promises.
How to Actually Return Something
Step-by-step, nice and simple:
1. Drop us an email at support@onclouds.uk. Tell us your order number and what you want to send back.
2. We’ll reply within a day or two with the returns address and any instructions. Sometimes we might ask for photos if there’s an issue, but usually it’s straightforward.
3. Pack the shoes up properly. Original box, wrapped so it doesn’t bounce around. Pop it in a mailing bag or another box if you’ve got one.
4. Send it off. You’ll need to cover the postage unless we sent you the wrong thing or they’re faulty. We know posting stuff costs money – if you can, use a tracked service. That way you know when it’s arrived and we know to look out for it.
5. Once we get them and check they’re okay, we sort your refund. Simple as that.
One thing: don’t just send shoes back without emailing first. If a random box turns up with no heads-up, it can sit around for ages before we figure out who it belongs to.
Refunds – How They Work
After your return lands with us, we’ll have a look. If everything’s good, we email to say it’s approved. Then the money goes back to however you paid.
Timing wise:
- Refunds usually take 5 to 10 working days to show in your account. Depends on your bank more than us.
- What you paid for the shoes gets refunded. Shipping costs? Those aren’t refundable unless we messed up. If you paid for next-day delivery and the shoes were wrong, we’ll refund that too – but not if you just changed your mind.
- If you used a discount code, you get back what you actually paid, not the full RRP.
Sometimes banks are slow. If it’s been two weeks and nothing’s shown up, email us and we’ll check what’s happening.
Swapping for a Different Size or Colour
Want a different size? Different colour? We can do that.
Here’s how exchanges work:
- Email us with what you want instead. We’ll check if it’s in stock.
- If it is, you send the original pair back (same rules – unworn, good box, all that).
- Once we get them, we ship the new ones out. You don’t pay for the replacement shoes, but you do cover the return postage for the first pair.
- If we’re out of stock of what you wanted, we just refund you instead. Then you can grab something else if you fancy.
Quick tip: if you’re in a rush, sometimes it’s faster to return for a refund and order the new pair separate. That way you’re not waiting on us receiving the first lot before the second lot goes out.
If We’ve Sent the Wrong Thing or Something’s Damaged
Right, this one’s on us. If you open your box and:
- It’s the wrong size
- It’s the wrong colour entirely
- There’s a mark or fault with the shoes
- The box looks like someone’s sat on it
Email us straight away. Same address – support@onclouds.uk
Send photos if you can. Shows us what’s wrong and helps us sort it faster.
What happens then:
- We’ll send you a returns label. You don’t pay for postage.
- Once we get the faulty or wrong item back, we send out the correct pair or refund you in full – whatever you prefer.
- If you’re desperate for the shoes and we’re out of stock of the right size, we’ll refund you so you can grab them elsewhere.
Don’t stress about this one. Mistakes happen, but we fix them quick.
A Few Extra Bits
If you’re outside the UK mainland – Northern Ireland, Scottish Highlands, Islands, that sort – returns take a bit longer to reach us. Just be patient with the post. Still the same 14-day window to tell us, but the actual delivery might drag out.
If you got a gift – Someone bought you On Clouds and you want to swap them? Email us with their order number if you’ve got it. We’ll sort an exchange or gift card. Refunds usually have to go back to the original payment method, but we can work around it.
If you’re not sure – About sizing, fit, whether something’s returnable? Just ask. We’d rather answer questions before you buy than sort returns after.
Still Got Questions?
No problem. Drop us a line:
Email: support@onclouds.uk
We read every email. Usually reply within 24-48 hours. Weekends a bit slower – we’re probably out running in our own On Clouds somewhere.
Include your order number if you’ve got one. Makes everything quicker.