Terms and Conditions
OnClouds UK
Hey, welcome to OnClouds UK. These are the rules of the road for using our site at http://onclouds.uk/ and buying stuff from us. By browsing around or placing an order, you’re agreeing to what’s written here. Nothing too heavy – just the usual bits to keep things straight between us.
Placing an Order
When you buy from us, you’re confirming a few things. First, you’re old enough to shop online – so 16 or over, or you’ve got a parent sorting it with you. Second, the details you’ve given us are right. Your name, where you live, all that. We need this stuff to get your trainers to the right door.
If something’s wrong with your order – like you’ve typed your postcode wrong – let us know quick. Once it’s shipped, changing it gets tricky.
What You See vs What You Get
We do our best with the pictures on the site. We want you to see exactly what you’re getting. But screens are different everywhere. The grey in the On Cloud 5 might look slightly warmer on your phone than on your laptop. That’s just how screens work – not us trying to trick anyone.
Sizes we try to get right. Most On stuff fits true to size, but if you’re between sizes or not sure, drop us an email and we’ll help figure it out. Better to ask than end up with shoes that don’t fit.
Stock and Availability
Sometimes popular sizes vanish fast. If you order something and it turns out we’re out of stock – happens now and then, especially with limited colorways – we’ll email you straight away. You can either wait for the next batch (if there is one) or we’ll refund you in full. No drama either way.
We also might say no to an order if something seems off. Big order of ten pairs of the same shoe? We might check in first to make sure it’s not a reseller thing. Nothing personal, just protecting stock for everyone.
Prices and Payment
Everything on OnClouds UK is in pounds. What you see at checkout is what you pay – no hidden fees added after.
We use Stripe and PayPal for payments. Your card details go straight to them, not us. That’s safer for everyone. We never see your full card number.
If a payment doesn’t go through, we’ll email you to sort it. Orders sit there for a bit while we wait, but if we can’t reach you after a few tries, we might cancel it. Just easier that way.
Prices can change – if we run a sale, older stuff might drop. But if you’ve already bought something, you pay what it was when you checked out. We don’t do price matching after the fact, sorry.
Delivery
We’re based in the UK and ship all over – England, Scotland, Wales, Northern Ireland. The Channel Islands and the Isle of Man might take a bit longer.
Most orders go out within a day or two, Monday to Friday. Weekends we’re not shipping, but the website’s still taking orders.
Once it’s with the courier – Royal Mail, Evri, DPD – it’s mostly in their hands. We’ll give you tracking so you can follow it. If it gets stuck somewhere, email us and we’ll chase them. But we can’t control what happens once it’s left us. If the courier loses it, we sort a claim with them and get you refunded or replaced. Takes a bit of time but we stick with it until it’s sorted.
Delivery times we give are estimates, not guarantees. If you’re in a remote bit of Scotland, might take longer than London. That’s just how post works.
Returns – The Simple Version
Changed your mind? Fair enough. Here’s how it works:
You’ve got 14 days from when your shoes arrive to tell us you want to return them. Then another 14 days to actually send them back.
Shoes need to be unworn. Try them on indoors, on carpet, see if they fit. But don’t take them outside, don’t run in them, don’t crease them up. If they look worn, we can’t accept the return.
Box matters. The box is part of the product. If you’ve squashed it or written on it, that’s a problem. Keep it nice.
Postage back is on you, unless we sent the wrong thing or they’re faulty. We’ll give you the returns address when you email us.
Refunds happen once we get the shoes back and check they’re okay. Usually takes a few days to show in your account. Sometimes longer depending on your bank.
To start a return: Email support@onclouds.uk with your order number and what you want to send back. We’ll reply with the address and any instructions. Don’t just send them without telling us first – they might get lost.
Faulty or Wrong Stuff
If we’ve messed up – sent you the wrong size, wrong colour, or there’s a proper fault with the shoes – get in touch within 30 days.
Send photos if you can. Shows us what’s wrong. We’ll sort a return label for you (free, obviously) and get you the right pair or a refund.
This doesn’t affect your legal rights. The Consumer Rights Act 2015 covers you. We’re not trying to get out of that.
Your Info and Privacy
When you buy from us, we get your name, address, email, phone, and payment details through our payment partners. We use this to send your order and let you know when it’s on its way.
We don’t sell your details to anyone. Not now, not ever. If we send marketing emails (only if you’ve said yes), you can unsubscribe any time.
Full details in our Privacy Policy. Worth a read if you care about this stuff.
Content on the Site
All the photos, descriptions, logos, and words on OnClouds UK belong to us or On Running. You can’t copy them for your own site or use them to sell stuff elsewhere. If you want to share a link to our site, that’s fine – just don’t lift the content.
We try to get descriptions right, but if we’ve missed something or made a small error, let us know and we’ll fix it.
If Things Go Wrong
We hope they don’t. But if you use our site and your computer crashes, or you lose data, or something weird happens, we can’t be held responsible for that. That’s just the internet.
If there’s an issue with your shoes, we’re responsible up to what you paid. Not for anything else – like if you miss a race because delivery was late. That’s on the courier.
Nothing here takes away your rights as a consumer. UK law still protects you.
Updates to These Terms
We might change these terms now and then. If we do, the new version goes up on this page with a fresh date.
If it’s a big change – something that affects your rights or how we handle stuff – we’ll email you about it. Small tweaks probably not.
You keep using the site after changes, you’re agreeing to the new terms. Fair enough.
Getting Hold of Us
Best way to reach us is email. We’re not a massive team with a call centre. Just folks who like On shoes and want to help.
Email: support@onclouds.uk
We reply to everyone. Usually within a day or two. Weekends might take a bit longer – we’re probably out running in On Clouds somewhere.
If you’re emailing about an order, include your order number. Makes it way quicker for us to look up.
