Information

Returns & Refunds

Changed your mind on size or colorway? On Cloudmonster returns are free for 30 days with no restocking fees. Unused pairs in original condition qualify. Here is exactly how it works.

Free 30-day returnsNo restocking feesUnused condition requiredRefund after inspection

30 days

Return window

None

Restocking fee

Unused, original

Condition

After inspection

Refund

Return eligibility

Returns for Australia use a 30 days window for unused pairs in original condition, with refund timing confirmed after inspection.

  • Return request initiated within 30 days of delivery
  • Shoes must be unworn outdoors and show no visible use
  • Original On packaging and box required
  • Returned item must match the order it was purchased under

How the return process works

Start with your order number and the email address used at checkout. Follow the return steps, pack your On Cloudmonster shoes carefully using the original box and materials, and send them back through the approved method. Refunds are issued after inspection confirms condition.

  • Locate your order number and checkout email
  • Pack the shoes in original box with all materials
  • Use the return method confirmed by support
  • Watch for inspection confirmation and refund notification

Need help with your return?

Support can assist with return instructions for any US order, explain what happens if your situation differs from the standard process, or review quality concerns that may qualify for a different resolution path.

Frequently asked questions

Are returns really free?

Yes. Standard US returns are free within 30 days of delivery with no restocking fee. The return method and label instructions will be confirmed by support when you initiate the process.

Can I return On Cloudmonster shoes I wore outside?

Returns require shoes in unused, original condition. Pairs with visible outdoor wear do not qualify for a standard return. If you have a quality concern, contact support separately with photos for individual review.

How long does a refund take?

Refunds are processed after the returned pair passes inspection. Timing from receipt of return to refund depends on inspection and your payment method's processing time. Support can give you a specific estimate once the return is received.

What if I received the wrong size or a defective pair?

Contact support immediately with your order number and photos if applicable. Errors and quality issues are handled individually and typically resolved faster than a standard return.