Thank you for shopping with On Cloud UK. We want you to be fully satisfied with your purchase. If you are not happy with your order, you may request an exchange under the conditions below.
Eligibility for Exchange
We accept exchanges under the following conditions:
- Item must be requested for exchange within 7 days of delivery
- Item must be unused, unworn, and in original condition
- Item must include original packaging, tags, and accessories
- Proof of purchase is required
Items that do not meet these conditions may not be eligible for exchange.
Non-Exchangeable Items
We do not accept exchanges for:
- Items that are used, washed, or damaged by the customer
- Clearance or final sale items (if applicable)
- Items without original packaging or tags
How to Request an Exchange
To request an exchange, please contact our support team:
Email: [email protected]
Include the following details:
- Order number
- Reason for exchange
- Product name and size (if applicable)
- Clear photos of the item (if required)
Our support team will review your request and guide you through the next steps.
Exchange Process
Once your request is approved:
- You will be instructed to return the item (if required)
- After inspection, your replacement item will be shipped
- Exchange processing time may take 5–10 business days
Shipping Costs for Exchanges
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- If we sent the wrong item or a defective product, we will cover all exchange shipping costs.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos. We will arrange a replacement at no extra cost.
Size Exchanges
We allow size exchanges (subject to stock availability). If your requested size is unavailable, we may offer an alternative solution or store credit.
International Exchanges
Since we offer worldwide shipping, international exchanges may take additional time depending on location and customs processing.
Contact Us
For any exchange-related queries, contact us:
On Cloud UK
Email: [email protected]
We are committed to ensuring a smooth and fair exchange experience for all customers.