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When your order and payment go through, you will be directed to a confirmation page and all is good! You will also receive a confirmation email with all your order details.

As soon as your order and payment go through, we'll send you an order confirmation email. We'll also email you once your order ships (1-5 business days, depending on the selected shipping speed) with a shipping confirmation email with tracking details (applicable in most countries). You can check on the status of your order with our Order Tracker.

If the email used to place your order was not correct, don’t worry. While we’re unable to adjust email addresses on submitted orders, if you know the incorrect email that was used, just enter the email on the order with your order number into our online Order Tracker. You’ll be able to track the status of your order here. If you need to set up a return, you will need to do so with the email as it appears on the submitted order as well. We apologize for any inconvenience this may cause.

Can’t find your order number? Not to worry. If you don’t have an On account, you can sign up for one for free using the email used to place the order. After that, you can go to your “order and subscription history” and see all your order details – including your order number.

We are only able to accept returns for a refund or exchange on orders within 30 days of purchase. Returns must be in new condition, and we ask that they be returned in their original, intact packaging (including for apparel and accessories). We are only able to accept returns for orders purchased directly from On. To submit a return request, enter your order number and the email address used to place the order here. We cover the cost of shipping for eligible returned On products unless it is to or from one of the following countries: India, Indonesia, and Malaysia. Please note that expedited shipping costs on the original outbound order will not be refunded in the case of returns or exchanges. For Cyclon™ orders, the policy is slightly different – please review the Cyclon™ return policy here. We are unable to accept returns for Onward™ orders. Limited editions and last-season items can only be refunded, but are not exchangeable due to limited stock.

Due to the delicacy of some parts we take extra care in the delivery of the item. These could include body panels and large bulky items. These are either available for collection from our branches or will be delivered to you through our branch network vehicles.

You will need to submit a return request by entering your order number and the email address used to place the order – you can do this here. We only accept returns for orders within 30 days of purchase, for products that are in new condition in their original intact packaging. After an eligible return request has been completed, a return shipping label will be provided to you (if free return shipping is available in your region). Take a look at our return steps by country for more information on what you need to do to return your order. If you have an On account, you can request an eligible return directly from your order history.

Return shipping labels are provided for eligible returns after a return request has been successfully submitted. To submit a return request, enter your order number and the email address used to place the order here. If you have already set up your return and misplaced the provided label, you can always access your return shipping label directly from your return request. Re-enter the order number and the email address here and you’ll be able to access your unique return shipping label.

We offer free return shipping for eligible returns unless you are in India, Indonesia, or Malaysia. Please review our return steps by country and we’ll let you know how return shipping will work in your region.