Exchanges and returns

Exchanging or returning an item couldn’t be easier.We are only able to accept returns for a refund or exchange on orders within 28 days of purchase. Returns must be in new condition, and we ask that they be returned in their original, intact packaging. We are only able to accept returns for orders purchased directly from On.

You have 28 days from receiving your order to:

  • Create your exchange or return here, or, if you are a registered user, by logging in your account
  • Send your purchase back to us ( Please contact [email protected] for return address)

Items must be returned to us unused with all tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.

Need a different size or color?

There’s no cost to exchange your purchase for an alternative size or colour (subject to availability when you request a return). If you wish to try another style, simply return it for a store credit refund and purchase the new item separately.

Returning your purchase

As soon as you’ve decided you’d like to exchange or return, you have 28 days from the date you received your order. Please follow the below steps:  

  1. Create your exchange or return here. If you are a registered user, by logging in your account under My Orders, select the order number containing the item(s) you would like to return.
  2. Click on the “CREATE EXCHANGE/RETURN” button and fill in the reason for return. If you’d like an exchange, select your preferred size.
  3. Sign the returns proforma invoice included in the box with your order. If you no longer have this, you can find a replacement PDF copy attached to your Dispatch Email. Seal your box before handing to the courier.
Additional Information

To ensure your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

We prefer that items are returned to us via our own service so that they are protected and insured. You can return using any secure means, but we may not accept liability. 

Receiving a refund

You can choose to receive your refund either as store credit to your account or back to the original payment method.

Customs duties and sales taxes are non-refundable through. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker. Your shipping costs will be excluded unless the item is faulty. 

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Repeated returns not in compliance with the Return Policy

We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes, and/or is otherwise related to fraudulent intent. Frequent or repeated returns and in breach of our terms and conditions will be flagged. In this case, at our discretion, we may proceed to close your account or refuse future orders.

Our Return Policy

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

  • the product(s) have been used, worn, damaged or washed;
  • the designer and tag are not attached to the product(s) or have not been returned. Please note that the designer tags constitute an integral part of each product; and/or
  • you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.