This Exchange Policy applies to all purchases made from On Cloud Shoes Shops.
1. Eligibility for Exchange
We accept exchanges under the following conditions:
- The item must be unused, unworn, and in original condition
- The item must be returned in its original packaging
- Exchange request must be made within 7 days of delivery
- Proof of purchase (order confirmation) is required
2. Non-Exchangeable Items
The following items cannot be exchanged:
- Items that are used, damaged, or washed
- Clearance or sale items (if marked as final sale)
- Items returned after the exchange period
3. Exchange Process
To request an exchange:
- Contact us at [email protected]
- Provide your order number and reason for exchange
- Wait for approval and return instructions
- Ship the item back to us safely
Once we receive and inspect the item, we will process your exchange.
4. Shipping Costs for Exchange
- Customers are responsible for return shipping costs
- We do not cover shipping fees unless the item is defective or incorrect
- Replacement item shipping may apply depending on location and product availability
5. Damaged or Incorrect Items
If you receive a defective or wrong item:
- Contact us within 48 hours of delivery
- Send clear photos of the product and packaging
- We will arrange a free replacement or exchange
6. Exchange Timeframe
Once your returned item is received and approved:
- Processing time: 3–5 business days
- Replacement delivery time depends on your location and selected shipping method
7. Important Notes
- We reserve the right to reject any exchange that does not meet policy requirements
- Items sent without approval may not be accepted
- Always use a trackable shipping method when returning items
8. Contact Us
If you have any questions about exchanges, contact us: