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.

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. 

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.

We process orders between Monday and Friday( 5pm-9pm ). Orders will be processed within 24-hour of ordering and shipped the next day after the processing day. Please note that we don’t ship on weekends.

NOTE

Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. 

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

If you don’t receive our Customer Service team’s response for an extended period of time (24 hours on weekdays, 48 hours on weekend), please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.

However, for certain regions, or due to unforeseen circumstances, an alternative carrier may also be utilized to meet the expedited delivery timeline 

Due to transport restrictions, we are unable to ship pressurized or flammable items by air. As a result, orders containing fragrance, nail and aerosol products must be delivered via our Standard shipping option.

As we’re unable to deliver to certain areas, we suggest that you select a different shipping destination or contact our Customer Care team to help you find an alternative purchase.

Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched. Please note, this can take longer during sale.

Once your order has left us, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account.

DELIVERY PROCESSING TIMES

Before we can dispatch your purchase, we may need to confirm your details with your card issuer. We’ll do our best to keep delays to a minimum.

We work closely with our shipping partners to minimize the potential impact of customs delays.

SIGNING FOR YOUR PURCHASE

You can rest assured that we’ll keep your purchase safe until it reaches you. Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. If you are unavailable when your package arrives, our courier will make two more attempts to deliver your purchase.

If you won’t be in, you can choose to waive the signature on the shipping page at checkout. Please be aware that if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur. Please note, orders containing items of high value may still require a signature, even if you did not select to sign for your order on arrival.

Payment methods

We accepts the following payment methods. Please note, available payment options may change depending on the items within your shopping bag. Payment is only debited from your card at the time of dispatch.

STORE CREDIT:

If you have store credit and are logged in to your account at the time of purchase, this payment method will be used automatically. You can pay any remaining balance with a payment method of your choice.

CREDIT CARD:

We accept Visa, MasterCard and American Express, Maestro and JCB cards.

PAYPAL:

When selecting this option at checkout, you will be directed to the PayPal site to complete your purchase before return.

Payment security

We uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.

You will also notice that when you look at the URL at the top of the browser you will see that it begins with ‘https’ instead of ‘http’. This means that you are in secure mode.

PSD2 AUTHENTICATION

If your card issuer is based in the US, you may be asked to verify your payment due to a new requirement under the second Payment Services Directive (PSD2). You’ll be directed to a dedicated page to enter further information or asked to authorize the payment using your mobile phone. Once completed, you’ll return.

SAVED CARD DETAILS

To make shopping quicker in future, you have the option to safely store your credit card details.

Your full card details will never be displayed, only the last four digits so that you know which card you’re using.

You can choose not to save your card details by unchecking the box on the payment page. If you change or add a new address, you’ll need to re-enter your card details.