Bought trainers from On directly and need a different size? Its UK returns guidance provides a refund or exchange request route and lists Royal Mail options: a printed label, a QR code that does not require a printer, or a free parcel collection. Its support page also describes a 30-day return or exchange period. Check the order’s own return form rather than copying carrier instructions for another country. The On Running official UK guidance gives the conditions for the transaction described here.
Generating the Royal Mail QR code
Open the official return or exchange form with your On order reference and the email used at checkout. Select only the shoes or clothes included in that transaction and read the available Royal Mail methods. Protect the product box inside separate outer packaging, keep the handover or collection confirmation, and track the request until the warehouse acknowledges it.
Exchange eligibility and other sellers
An exchange shown in the portal is for an available size or colour of the same model; it is not a promise that a different shoe style will be shipped in place of a returned pair. The brand distinguishes website orders from purchases through independent sports shops. If a retailer took payment, its receipt and order system remain relevant to the original sale. On shoes purchased through John Lewis are a separate retailer transaction: its return instructions apply to that receipt, not the direct On website form.
Two shoe purchases, two different receipts
Example: Imagine buying an On running shoe from the brand website and another from a department store to compare the fit. You cannot put both into a single On-labelled return and expect the brand portal to recognise the department-store purchase. Keep the two order numbers and the box contents separate.
If the collection has not been acknowledged
If the parcel shows as collected but the On return request has not progressed, contact its official support with the order email, return reference and Royal Mail confirmation. This is more useful than opening a second return against the same pair. The On Running contact page explains the available help route.