Returns & exchanges

You have 30 days from delivery to exchange or return your pair.

Conditions

• The product must be unworn, in its original box and with the tags attached.
• Keep your order number or confirmation email: we use it to find your purchase.
• If the pair arrived damaged, incomplete or different from what you ordered, we cover the return shipping and the replacement.

How to start a return or exchange

• Email info@onstrideshoes.com with your order number and the reason.
• We reply with instructions and a shipping label within 1 business day.
• Send the parcel to the address we give you and share the tracking number with us.

Refunds

• We inspect the product when it arrives; if everything is in order, we refund the original payment method.
• Refunds are sent to the payment method used for the order; bank transfers and mobile money usually take 3–5 business days.
• The refund covers the product price. Original shipping is not refundable unless the error was ours.

Size or colour exchanges

• You can exchange for another size or colour of the same model, subject to availability.
• If the model you want is unavailable, we issue a refund.

What we cannot accept

• Pairs that have been worn, washed or show wear on the sole.
• Products without their box or tags.
• Requests made more than 30 days after delivery.

Where we deliver

We deliver to Kenya, Tanzania, Uganda and Rwanda. Orders ship within 1–2 business days, with express delivery in about 48 hours in major cities.