Help center
email
call
Call us
+41 44 225 15 55
chat
Live chat
Mo - Fr (8am - 6pm CET)

FAQs

General

How can I find out if I have a local dealer who has Ons in stock?
Details of all our are included on our website. You’ll find these in our dealer locator, which you can directly access here.
How can I change my account details?
Just log in and you’ll be able to do so.

Product-related questions

What model of Ons is right for me?
You’re after our shoe finder – which will ask you questions to find the perfect running shoe for your goals.
How long will a pair of Ons usually last?
It depends on many different factors, such as running style, weight and the surface you run on, but generally shoes (not just Ons) last between 600 and 1200 kilometers. After this distance, wear and tear should be easy to see, enabling you to replace your shoe before you are injured.
I have overpronation/oversupination – are Ons still good for me?
Our CloudTec® cushioning system adapts to each runner’s individual style, activating muscles and stabilizing ankles to make overpronation/oversupination part of your natural running movement. So yes.
I have always worn supporting running shoes in view of my overpronation. If Ons don’t provide such support, are they really right for me?
A certain amount of pronation is part of any normal running motion. It helps to cushion the forces felt when the heel touches down, easing the pressure on the rest of the locomotor system. With insufficiently strong muscles or weak connective tissues, however, a runner may develop overpronation over the years. But this can be corrected by building up the muscles concerned. And with their adaptive cushioning technology, Ons can actually help the wearer to build up these muscles in an effective and sustainable way.
Are Ons suitable for any kind of gait: normal, bow-legged, knock-kneed?
With our CloudTec® technology, your On shoes adapt to your particular running style, regardless of whether you are slightly bow-legged or knock-kneed. If the condition is more extreme, however, you may be well advised to take additional strength training to work on your gait.
Are Ons suitable for heavier-set runners?
The heavier the runner, the lower the benefit from Ons cushioning-effect. However, with our advanced CloudTec® technology, our shoes still offer running comfort and soft landings for larger wearers too. The Cloudflyer is one of our best for heavier-set runners thanks to sporting stability support and re-enforced Cloud elements. In the end, for most people, whatever feels best is the shoe you should go for.
What kind of terrain and weather conditions can Ons be used in?
On comes from Switzerland, so all of our products have been tested throughout different seasons and landscapes. Our shoe finder can help you find your perfect pair for training, racing and wearing. For trail running, our Cloudventure family provides additional grip for wet and rocky runs. Finally, with our Performance Running Gear, each product’s page indicates if it is weather resistant, water repellant and so on.

I wear orthopedic insoles in my current running shoes. Should I stop doing so with On, if it's supposed to simulate running barefoot?
With their CloudTec® technology, On shoes adjust to distribute the pressure when you make impact with the ground, so insoles are not needed. Too much support can have an adverse effect on your running action, so you should decide for yourself whether you prefer to use the insoles or not.
Are Ons only for runners with 'normal' feet, or can they be worn by people with flat feet, fallen arches, hollow feet or splay feet, too?
Traditionally, people are classified into static ‘foot types’. As a result, many runners end up being advised to wear very stable shoes. At On, by contrast, we look at your entire running motion with a vision to enable you to activate or deactivate the right muscles at the right moment in the cycle. That’s what our unique CloudTec® system enables you to do, regardless of foot type.
Can Ons be worn not just for running but for walking or hiking as well?
We developed the On with its special CloudTec® system specifically for running purposes. But, as experience as shown, Ons are just as good to wear for similar sporting activities, such as walking, hiking or trail running, too.
How do I care for my On running shoes?
We recommend washing the shoes rarely. Please don’t use laundry detergent and wash in cold water.
What about the special lacing system (Speedlaces) of the Cloud?
Only the On Cloud features an easy-entry lacing system that can be adapted to your foot. On top of the speed laces, each Cloud also comes with a conventional lace in the box. If the Speedlaces are too wide or loose for your foot, you can easily retie the knot for a perfect fit for you.
How do I care for my On Gear?
Each item comes with washing instructions, but here you can find a quick and handy guide:

What materials are used in On Gear?
On Performance Running Gear is made of the highest quality and technical materials, including:

- Lightweight materials that feel like a second skin.
- Stretchable and flexible fabrics that allow high freedom of movement.
- Breathable and fast drying materials for a comfortable feeling.
- Weatherproof fabrics to keep you protected.

Basically materials that will let you forget about what you're wearing and focus on what's important: the run.
Can I take my On Performance Running Gear out on the town?
Definitely - in fact we recommend it. We designed our apparel range to look (and feel) great both on, and off, the running track.
How do I know which size I need?
If you're unsure which size of On shoes or On Performance Running Gear you are, simply use our Size Guides located on the right of every product page or click here.
How can I get new laces?
If your laces are broken or lost, please reach out to our Happiness Delivery Team here. Let us know your On model and colour, your shoe size and delivery address and we will be more than happy to send you replacement ones.

Ordering and payment

How can I order my Ons?
Both our shoes and Performance Running Gear can be purchased online through our secure webshop, shops of our dealers or through our distributors around the world. Please find our dealer locator here.
If I want to order my Ons online, do I have to open a customer account?
No, not at all. You do not need to create a customer account to complete your purchase at On.
How will I know if the model and color I've selected is currently in stock?
Through our webshop, we make sure that you can only order products that are currently available and in stock. If the product you’re after is temporarily sold out, you can leave your email address to be notified when it becomes available again.
How will I know you've received my order, and when will the payment be debited to me?
We’ll send you an email confirmation of your order as soon as your payment has been approved, and we will debit your credit card or PayPal account after your purchase.
Will I be kept informed of the latest status of my order?
As soon as your payment has been approved, we’ll send you a purchase confirmation of your order and tracking information via email.
Do your prices include VAT?
Yes, our webshop prices do include value-added tax. In the last step in the check-out process you will clearly see the VAT amount listed separately.
What payment methods does On accept?
You can pay for your Ons by credit card, by BillPay (details will only be sent via email; only Germany, Switzerland, Austria) or via PayPal. The credit cards we currently accept are Mastercard, Visa, AMEX, PayPal, Diners Club, Discover, JCB, MasterPass, Maestro (United Kingdom) and Postfinance.
Is it safe to use my credit card online at On?
There’s absolutely no need to worry here: our online shop incorporates the very latest secure technology. And to give you further peace of mind, we’ve also adopted MasterCard SecureCode, which provides additional protection against unauthorized access to your credit card account. You’ll find further details about MasterCard SecureCode and how to take advantage of it here.
How can I set my local currency when ordering?
You shouldn’t need to! We can automatically see what country you are ordering from, to help us get your Ons onto your feet as quickly as possible and with a minimum of customs formalities. But should the automatic settings be incorrect for some reason, you will be able to change these at the bottom of any page.
I have a customer account but have forgotten the password. What should I do?
No worries! Simply visit the login area and click on reset password and we'll send you a new password - if you entered the same email address through which you created your On customer account.

Shipping and returns

What countries do you ship to?
We already ship to over 50 countries around the world, and are adding more all the time. Should you not find your country of residence on the list at the bottom of the page, please use the dealer locator to see if Ons are available from any dealers in your country.
How quickly will I get my Ons, and how much will the shipping cost?
We want you to run on clouds in no time, so the answer is - as speedy as possible. Any order validated by 12am (CET, JST, UTC) from Monday to Friday will be sent on the same day. Depending your country and delivery option, the delivery will take between one and six working days. Just check in the shopping basket how long it takes to deliver your Ons to your country of residence. We want you to concentrate on your running. So for most countries we cover the shipping costs, as well as any customs charges involved. Shipping costs will occur if you order from India, Indonesia, Israel, Malaysia, Philippines.
Will my package be insured?
Yes – all products sent from us are covered by standard insurance, so there is no need to worry.
How long will it take you to ship my order?
We will need a little time to process your order, of course. But as a rule your Ons should be shipped to you the day after you place your order with us. When we send you our confirmation that they have shipped, we’ll also give you the tracking information for your order, including the carrier we are using and the exact time it should arrive.
What if I find out that I don’t like the Ons I have ordered?
If you’re not happy, we’re not happy, which is why we’ve made exchanges and returns quick and easy. You have 14 days from receiving them to make your mind up, and we even pay for return shipping (with a few exceptions below) – all we need is for the products to be in their original condition and packaging. Free return shipping is not yet covered for the following countries: India, Indonesia, Malaysia, New Zealand, Philippines. Please also note that expedited shipping will not be refunded in case of returns/exchanges, just the basic cost of return shipping only. Please fill in the return formula online.

What is the warranty on my products?
As a premium brand On is always eager to ensure the highest quality. If your On is defective, or even has been sent with a defect, please fill in this warranty claim and submit online. You will find the requested order number on your return document in your package. If you bought your Ons at one of our dealers, please reach out to them and process the warranty with them.

After you submitted your claim we will respond within 24 hours and you will receive an answer via email. If we accept the claim we will send the new product and you can send us your defective one back with the prepaid return label in your package.

Please find further information on your return sheet in the package.
If I send my Ons back, will I get a full refund?
Of course - if you wish to return your Ons we’ll refund the full purchase price. All we need is for the products to be in their original condition and packaging.* We’ll also pay for the delivery of the returned Ons unless the shipping is from/to one of the following countries: India, Indonesia, Israel, Malaysia, New Zealand, Philippines. Please note that expedited shipping will not be refunded in case of returns/exchanges. If you received a return information sheet with your Ons the return process will be absolutely free for you. If you would like to return your Ons but haven’t received a return information sheet please reach out to apac_happinessdelivery@on-running.com.

* Exception is the Try On special until December 24th. Learn more here.

If I want a refund, how long will it take before I get my money back?
We will need a little time to process your return. But as a rule you won’t have to wait more than 14 working days to have your money refunded.
Who do you use to ship your products?
The carrier we use varies from country to country and will be clearly displayed in the checkout-process.

Security

How can I be sure that any personal details I give you will be kept private?
You can rest assured that we will treat any data you provide us with as strictly confidential. Needless to say, this also includes not passing such data on to any third party. You’ll find full details of our privacy policy here.
Is it safe to buy my Ons online?

Don't worry: we use Secure Socket Layer (SSL) technology to make your online shopping with us as simple and safe as possible. SSL both encrypts and protects all the data you send us over the Internet. When SSL is activated, a padlock will be shown in the address line on your browser and/or the address will begin not with the usual "http" but with "https". So when you see this, you can sit back and shop with us knowing that all your transactions are totally safe and secure.