Shipping Policy

Effective Date: 20 July 2026

Welcome to the Shipping Policy for On Running UK Ltd (trading as On). This policy outlines our delivery options, timeframes, costs, and procedures to ensure your running shoes, apparel, and accessories arrive safely and promptly. This policy applies to all orders placed online via uk-oncloud.com.

  1. Shipping Destinations and Processing

1.1 Geographic Coverage We ship exclusively to addresses within the United Kingdom. This includes England, Scotland, Wales, Northern Ireland, the Channel Islands, and the Isle of Man. We do not ship to international destinations or international freight forwarding addresses from this store.

1.2 Order Processing Time Orders placed before 2:00 PM Greenwich Mean Time (GMT) or British Summer Time (BST) Monday to Friday are processed and dispatched from our warehouse on the same working day. Orders placed after 2:00 PM, or over weekends and UK bank holidays, will be processed and dispatched on the following working day.

  1. Shipping Methods, Timeframes, and Costs

2.1 Standard Shipping Standard Delivery is free for all orders over 50 GBP. For orders under 50 GBP, a flat delivery fee of 3.95 GBP applies. Standard shipping orders are delivered within 2 to 3 working days from the date of dispatch.

2.2 Express Shipping Express Delivery is available at checkout for a flat fee of 6.95 GBP. Express orders are prioritised by our warehouse team and are delivered within 1 to 2 working days from dispatch.

2.3 Delivery to Remote Areas Deliveries to the Scottish Highlands and Islands, Northern Ireland, Isle of Man, and the Channel Islands may take an additional 1 to 2 working days to arrive. No additional remote area shipping surcharges are applied at checkout.

  1. Tracking and Delivery Confirmation

3.1 Shipment Confirmation As soon as your order leaves our warehouse, we will send you a shipment confirmation email. This email will include your unique tracking link and carrier information.

3.2 Tracking Your Order You can track the progress of your delivery in real time by clicking the link provided in your email or by visiting the tracking portal on uk-oncloud.com and entering your order number and email address.

3.3 Signature and Safe Place Delivery Most of our deliveries require a signature upon receipt to ensure safe delivery. If you are not home, our courier service will either attempt a delivery to a close neighbour, leave the parcel in a designated safe place if you have specified one via the courier portal, or take the parcel back to the local depot. A delivery card will be left detailing the next steps.

  1. Delays, Lost Items, and Incorrect Addresses

4.1 Unexpected Delays While we and our courier partners aim to meet all stated delivery timeframes, occasional delays can occur due to extreme weather, holiday peak periods, or unexpected logistical disruptions. We will proactively inform you if we become aware of any significant delays affecting your order.

4.2 Incorrect Delivery Address It is the responsibility of the customer to ensure that the complete and correct delivery address is entered at checkout. If you notice an error, please contact [email protected] immediately. We cannot change the delivery address once an order has been dispatched from our warehouse, and we cannot issue refunds for items delivered to an incorrect address provided by the customer.

4.3 Lost or Missing Shipments If your tracking information indicates that your package has been delivered but you have not received it, or if it has not arrived past its estimated window, please check your surroundings and neighbours first. If it is still missing, contact our support team within 7 days of the stated delivery date. We will open an investigation with the courier to locate your package or arrange a replacement.

  1. Order Modifications and Cancellations

5.1 Changing an Order Before Dispatch Because our automated warehouse system processes orders quickly to ensure fast delivery, we have a very narrow window to modify or cancel an order once it is placed. If you need to make changes, please contact us immediately via our web chat or email. If the order has already been processed, you will need to follow our standard returns process after delivery.

  1. Contact Us

If you have any questions or require updates regarding your delivery, please contact our team:

Company Name: On Running UK Ltd (trading as On) Registered Office Address: 169 Regent St., London, W1B 4JG, United Kingdom Company Number: 13705194 Jurisdiction: England & Wales Website: uk-oncloud.com Contact Email: [email protected]