Return Window

You may request a return within 30 days after your order is delivered. Return requests made after the 30-day return window may not be eligible for return approval.

Return Eligibility

To be eligible for a return, the item must meet the return conditions below:

• The return request must be started within 30 days of delivery.
• The item must be unused, unworn, clean, and in its original condition.
• The item should include original packaging, tags, accessories, and any included materials when applicable.
• The item must not be marked as final sale or non-returnable at the time of purchase.
• Proof of purchase, such as an order number or checkout email address, may be required.

Non-Returnable Items

Some items may not be eligible for return. Non-returnable items may include:

• Items that have been worn, washed, damaged, altered, or used.
• Items missing original packaging, tags, accessories, or required return materials.
• Items marked as final sale, clearance final sale, or non-returnable on the product page or during checkout.
• Items returned without prior approval or without following the return instructions provided by customer service.
• Gift cards or other non-physical items, if offered.

How to Start a Return

Customers must contact customer service before sending any return. Please do not send your item back until you have received return instructions and return details from our team.

1. Email [email protected] within 30 days of delivery.
2. Include your order number, the email address used at checkout, the item you want to return, and the reason for your return request.
3. Wait for our customer service team to review your request and provide return instructions.
4. Pack the item securely according to the instructions provided.
5. Send the return only after receiving the correct return details from customer service.

Return Instructions and Return Details

We do not display a fixed return address on this page. Please contact our customer service team at [email protected] to receive the correct return instructions and return details.

Returns sent without contacting customer service first, returns sent to an incorrect location, or returns sent without the required return details may not be accepted.

Return Shipping Cost

On Cloud offers 30 Days Free Returns for eligible return requests. To make sure your return is handled correctly, please contact customer service first and follow the return instructions provided by our team.

Refund Process

Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements. If the return is approved, your refund will be processed to the original payment method when possible.

Refund processing time is 3–15 days after the returned item is received and inspected. Your bank, credit card provider, or payment service may require additional time to post the refund to your account.

Exchanges

If you need a different size, color, or item, please contact us at [email protected] before sending anything back. Our team will review your request and provide the available options.

Exchange availability may depend on item condition, product availability, and return eligibility.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, please contact customer service as soon as possible. Include your order number, a description of the issue, and clear photos of the item, packaging, and any visible damage or error.

Our team will review the information and provide the next steps based on your order details.

Final Sale Rules

Items marked as final sale, clearance final sale, or non-returnable are not eligible for return or exchange unless required by applicable law or approved by customer service due to a qualifying issue.

Contact Information