If you’ve bought a pair of ECCO shoes and they’re not quite right, understanding the ECCO return policy is your first step to a solution. This guide breaks down everything you need to know to make a return or exchange smoothly and quickly.
We’ll cover the time frames, condition requirements, and step-by-step instructions for both online and in-store purchases. Knowing the policy details can save you time and ensure you get the outcome you want, whether that’s a refund, exchange, or store credit.
ECCO Return Policy
The ECCO return policy is designed to be straightforward for customers. In general, you can return unworn items in their original packaging within a generous window. It’s important to have your proof of purchase, like an order confirmation or receipt, ready when you start the process.
Here are the core pillars of the policy:
- Return Window: You have 365 days from the date of purchase to return items for a refund or exchange. This is much longer than many other retailers.
- Item Condition: Items must be unworn, unwashed, and in the original packaging with all tags attached.
- Proof of Purchase: A receipt, packing slip, or order number is required.
- Original Form of Payment: Refunds are typically issued to the original payment method used for the purchase.
What Items Are Eligible for Return?
Most items from ECCO are eligible for return under the standard policy. This includes shoes, boots, sandals, and accessories like bags and belts. Even sale items are usually covered, which is a great benefit.
However, there are a few exceptions to keep in mind. For hygiene reasons, socks and footbeds that have been removed from their sealed packaging are generally not returnable unless they are defective. Always check the product page for any specific return notes.
What Items Are Final Sale?
Very few items are marked as final sale at ECCO. The main category would be items that have been personalized or customized in any way. Once an item is altered for you, it cannot be resold and therefore cannot be returned.
Sometimes, deeply discounted clearance items might be marked as final sale. This will be clearly stated on the product page and on your receipt, so it’s always good to double-check before buying.
Return Methods: Online vs. In-Store
Your return method depends on where you made your purchase. The processes are similar but have different logistical steps.
Returning Items Bought Online
Returns for online orders are handled through ECCO’s website. You can’t return online purchases to a physical ECCO store, but you can use a store as a drop-off location for the return parcel in some regions.
- Log into your ECCO account on their website and go to ‘My Orders’.
- Select the item(s) you wish to return and initiate the return process.
- Print the provided return label and packing slip.
- Pack the items securely in their original box, if possible, and attach the label.
- Drop the package at the designated carrier (e.g., UPS in the US).
Returning Items Bought In-Store
For purchases made at an ECCO retail store, you should return them to a store location. Bring the item in its original condition, along with the original receipt. The store associate will process the refund or exchange for you on the spot.
If you don’t live near a store, you may need to contact customer service to arrange a mail-in return for in-store purchases, but starting at the store is usually fastest.
Step-by-Step Return Process
Let’s walk through the return process in a bit more detail to ensure nothing is missed.
Step 1: Prepare Your Item
Make sure the shoes or products are as they arrived. Clean the soles if you’ve tried them on indoors, re-attach all tags, and place them back in the original shoebox. Include any extra laces or dust bags. The goal is to make it look like it just left the warehouse.
Step 2: Initiate the Return Online (For Online Orders)
Access the return portal through your account. You’ll need your order number and the email address used for the purchase. Follow the prompts to select your return reason and whether you want a refund or exchange.
Step 3: Package and Ship
Use a sturdy outer box to protect the original product box during shipping. Securely attach the prepaid return label over any old labels. It’s a good idea to get a drop-off receipt from the carrier for your records, just in case.
Step 4: Track and Confirm
You will usually recieve a return confirmation email with a tracking link once the return is initiated. Keep an eye on this tracking. ECCO will send another email once they have received and processed your return.
Exchange Process
If you want a different size, color, or style, an exchange is often the best route. The process is very similar to a return.
- Initiate a return for the original item, selecting ‘Exchange’ as your reason.
- You may be prompted to select the new item you want.
- Ship the original item back.
- Once received, ECCO will ship out your new item. Note that exchanges are subject to the availability of the new item you choose.
A faster method, if available, is to simply place a new order for the item you want and then return the original one separately for a refund. This ensures you get the size or color before it sells out.
Refund Timeline and Methods
After ECCO receives your return, it takes about 5-10 business days to inspect the items and process your refund. The refund will then be issued to your original form of payment.
- Credit/Debit Cards: Refunds appear on your statement within 3-10 business days after ECCO processes it, depending on your bank.
- PayPal: Refunds are usually reflected in your PayPal balance within 24 hours of ECCO’s processing.
- Gift Cards: Refunds to an ECCO gift card are typically the fastest, often within 24 hours of processing.
You will get an email notification once the refund has been issued. If it’s been more than two weeks since you got the confirmation email, it’s a good idea to contact customer service.
International Returns
If you ordered from an ECCO website in a different country than your own, the return process may involve international shipping. You are usually responsible for the cost of return shipping for international orders, and you might need to fill out a customs form.
Always check the specific “Help” or “Returns” section of the country’s website you ordered from for precise instructions. Duties and taxes are often refundable, but the process can be slower.
Damaged or Defective Items
If your ECCO shoes arrive damaged or have a manufacturing defect, the process is different. Contact ECCO customer service immediately. Do not initiate a standard return.
You will likely need to provide photos of the damage or defect. ECCO will then provide a prepaid label and instructions for returning the faulty item. They will typically expedite a replacement or full refund for you in these cases.
ECCO’s Warranty Information
ECCO shoes are backed by a warranty against material and manufacturing defects. This is separate from the return policy. The warranty period varies by product and region but often lasts for two years from the date of purchase.
Warranty claims are assessed on a case-by-case basis. Issues like normal wear and tear, damage from accidents, or improper care are not covered. For a warranty claim, you’ll need to contact customer service directly with your proof of purchase and details of the issue.
Tips for a Hassle-Free Return
- Keep the Box: It’s tempting to throw away the shoebox, but wait until you’re sure you’re keeping the shoes.
- Try Indoors: Only try shoes on clean, indoor surfaces to avoid scuffing the soles.
- Save Your Receipt: Take a photo of your receipt and store it digitally so you always have a copy.
- Act Promptly: Even with a long return window, don’t let the item sit in your closet for months. Decide sooner rather than later.
Common Return Reasons and Solutions
Sometimes a return can be avoided with a simple solution.
- Size Issues: ECCO’s sizing can vary by style. Check the specific product’s fit guide and customer reviews before buying.
- Comfort: Some premium leather shoes require a short break-in period. Wear them at home for an hour or two before deciding they’re uncomfortable.
- Color Differences: Screen colors can vary. Read the product description carefully, as it often gives a more accurate description than the photo alone.
Contacting ECCO Customer Service
If you have any questions not covered here, reaching out to ECCO is easy. The best contact method is through the “Contact Us” form on their website. You can also find phone numbers for your specific region listed there.
Have your order number, product details, and any relevant photos ready when you contact them. This will help them resolve your query much faster.
FAQs About ECCO Returns
How long does it take to get a refund from ECCO?
After ECCO receives your return, processing takes 5-10 business days. The refund then takes another 3-10 business days to show on your original payment method, depending on your bank.
Can I return ECCO shoes without the original box?
It’s strongly recommended to use the original box. Returns without the original packaging may be accepted but could be subject to a restocking fee or even rejection if the items condition cannot be verified properly.
Does ECCO offer free return shipping?
ECCO often provides a prepaid return label for online orders within the same country, making returns free. However, for international returns or in some promotional situations, you may be responsible for the return shipping costs. Always check your return instructions carefully.
What if I recieved a wrong item from ECCO?
If you recieved an incorrect item, contact customer service right away. They will provide a prepaid return label and expedite the shipment of the correct item to you. You should not have to pay for any shipping in this situation.
Can I return worn ECCO shoes?
No, the ECCO return policy clearly states items must be unworn and in new condition. Light indoor try-ons are acceptable, but any signs of outdoor wear, scuffs, or dirt will likely result in your return being rejected.
What is ECCO’s exchange policy?
The exchange policy follows the same guidelines as the return policy. You have 365 days to request an exchange for an item in new condition. You can start the process through your online account or by visiting an ECCO store with your receipt.
Are ECCO outlet purchases returnable?
Yes, purchases from ECCO outlet stores are typically subject to the same return policy as regular retail stores. However, it’s wise to check your receipt at the time of purchase, as some outlet-specific promotions might have different terms.
Understanding the ECCO return policy gives you confidence when you shop. With a full year to decide and a clear process, you can focus on finding the perfect pair of shoes. Just remember to keep your items in new condition and hold onto that proof of purchase. If you ever have any doubt, the customer service team is there to help guide you through the process.