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FAQ-Orders
Shopping on us.ecco.com is easy. Browse our collection, select your size, and click Add to Cart. When you're ready, proceed to checkout to enter your shipping details and payment information. If you have an ECCO CLUB account, log in to apply any member benefits at checkout.
Only one promo code can be applied per order. ECCO CLUB members receive exclusive offers via email, but these cannot be combined with other promo codes.
Log in to your account and select Order History under My Account at the top of the page.
You can track your order here.
Unfortunately, orders cannot be canceled or modified once placed.
Orders may be canceled if an item becomes unavailable after your purchase, if there's an issue with your payment, or if we're unable to verify your billing information. If your order was canceled, you'll receive an email notification, and any charge will be refunded to your original payment method.
If you haven't received a confirmation email within a few minutes of placing your order, please check your spam or junk folder. If it's not there, contact our Customer Service team at eccousa@ecco.com and we'll look into it for you.
We're sorry to hear that — we're here to help. For issues with a received order, including damaged, missing, or incorrect items, please reach out to our Customer Service team:
Email: eccousa@ecco.com
Live chat:
Contact form:
FAQ-Payment
For standard delivery orders, your card will be charged when your order ships. For Click & Collect orders, your card will be authorized at the time of purchase and charged when you pick up your order.
We accept Apple Pay, Google Pay, Klarna, PayPal, and all major credit and debit cards including Visa, Mastercard, American Express, and Discover.
Please note: Gift card redemptions are not currently available online. We apologize for the inconvenience. Gift cards can still be redeemed at our store locations.
At this time, gift cards cannot be used as a payment method on us.ecco.com. However, they are accepted at any company-owned ECCO Retail Store or ECCO Outlet. Click here to check our Store Locator.
Only one payment method can be applied per order.
Yes, as long as your prepaid card is registered with a name and billing address. Anonymous or unregistered prepaid cards such as store-bought gift cards will be declined at checkout.
We can only accept credit cards issued by US banks for orders placed from within the United States.
Klarna is a buy now, pay later service that lets you split your purchase into manageable payments. Simply select Klarna as your payment method at checkout to see available payment plans. For full details on terms and conditions, visit klarna.com/us/help.
Yes — as required by law, applicable sales tax is added to all orders. The amount is based on your shipping or pickup destination and the applicable local tax rate. In some states, sales tax also applies to shipping charges. Please note that if your order ships directly from an ECCO store rather than our distribution center, your tax amount may be recalculated to reflect the updated shipping origin.
Yes — your payment information is always protected. We use industry-standard encryption and security measures to ensure your personal and payment details are safe every time you shop with us.
FAQ-Shipping
Your order is automatically accepted the moment you click Pay and your payment is processed. It will leave our warehouse within 3 business days and typically arrives within 2–7 business days after shipment. Please note that orders are processed Monday through Friday, excluding holidays.
At this time, we only offer standard shipping.
Yes — once your order ships, you'll receive a confirmation email with a tracking number. You can also track your order here.
At this time, us.ecco.com ships within the US only. To find your local ECCO store or website, visit global.ecco.com.
We ship to P.O. boxes via standard shipping within the continental US.
Unfortunately, we are unable to ship to military APO/FPO addresses.
Yes — we ship to Alaska and Hawaii. Additional shipping fees may apply and will be calculated at checkout. Unfortunately, we are unable to ship to US territories including Puerto Rico, Guam, the US Virgin Islands, American Samoa, and the Northern Mariana Islands.
In-store pickup is always free. For delivery, it depends on your membership status:
ECCO CLUB members get free delivery on every order, no minimum spend required
Non-members get free delivery on orders of $150 or more
You can see delivery costs at checkout before placing your order.
Not an ECCO CLUB member yet? Join for free and enjoy free delivery on every order.
Unfortunately, orders cannot be changed once they've been placed. We recommend double-checking your details before clicking Submit. If you have concerns about your order, please and we'll do our best to help.
We'll send you an email as soon as your order is ready to collect.
In-store pickup is available at participating ECCO stores. If the item isn't currently in stock at your preferred location, it can be shipped there from our warehouse or another store. At checkout, select Click & Collect to see available locations and choose your preferred store.
There isn't one — in-store pickup is available on any order.
Bring your order ready-for-pickup email and a valid government-issued photo ID.
Once you receive your pickup confirmation email, you'll have 7 days to collect your order. If it isn't picked up within that time, your order will be automatically canceled and you'll receive a cancellation email.
At this time, orders can only be picked up by the person who placed the order.
To cancel a pickup order, please contact our Customer Service team as soon as possible at eccousa@ecco.com. If your cancellation is processed successfully, you will receive a cancellation email and your order will not be charged.
FAQ-Returns
If you're not completely satisfied with your purchase, you may return unused and unworn items within 30 days of the original shipment date for a refund of the purchase price. Please note that original shipping charges are non-refundable.
Return shipping:
ECCO CLUB members enjoy free returns
Non-members will have a $10 return shipping fee, plus any applicable taxes, deducted from their refund
Not an ECCO CLUB member yet? Join for free to enjoy free returns on every order
How to return: Use our returns portal to create your return and receive a prepaid shipping label. Send your return to: Ryder System Inc. 8862 E County Rd 100 S Avon, USA-IN 46123
Yes — you can return your us.ecco.com purchase at any company-owned ECCO Retail Store or ECCO Outlet within 30 days. Use our store locator to find your closest location. Please bring the following when returning in store:
Order and shipping confirmation email
Merchandise in unworn condition in its original box
Valid government-issued photo ID
Original form of payment
For Click & Collect orders, any store associate can help you process the return with your order confirmation number and a valid government-issued photo ID. All refunds will be issued to the original form of payment. If you no longer have access to your original form of payment, please let the store associate know and have a new form available. Please note that independent retailers carrying ECCO shoes do not accept returns from us.ecco.com.
If you return an item purchased with a coupon, we'll refund the amount you paid after the coupon was applied and reinstate the coupon for one additional use, subject to its original expiration date.
Once we receive your return, your refund will be credited to your original payment method within 2–4 weeks. You'll receive an email confirmation once your refund has been processed.
We don't currently offer exchanges. Since product availability changes daily, we can't guarantee your desired size or color will be in stock. We recommend returning your item and placing a new order at the same time.
Need help? Contact our Customer Service team at eccousa@ecco.com and we'll be happy to assist.
FAQ-Products
ECCO shoes are sized in European sizes and do not come in half sizes. We recommend checking our and reading customer reviews to find your best fit.
While most ECCO shoes come in a standard fit, select styles feature our innovative Dual-Fit technology. Dual-Fit shoes include a removable insole that allows you to customize the fit — keep the insole in for a snug feel or remove it for a wider fit and more room in the toe area. Dual-Fit availability is noted in the applicable product description. Click here to explore all Dual-Fit technology styles.
Not all ECCO shoes are waterproof. Only styles made with ECCO Waterproof or GORE-TEX technology offer waterproof protection. Look for these features in the applicable product description when browsing our collection.
Remove the insoles and allow your shoes to dry naturally at room temperature. Avoid exposing them to artificial heat sources such as radiators or hair dryers, as this can damage and distort the material.
How do I clean and care for my ECCO shoes? Proper care keeps your ECCO shoes looking great and lasting longer. The best approach depends on the material:
Leather — brush off dirt, clean with ECCO Foam Cleaner, condition, and finish with ECCO Repel for weather protection
Suede & nubuck — brush lightly, clean with ECCO Foam Cleaner, restore color with ECCO Nubuck Conditioner, and protect with ECCO Repel
White Sneakers — brush off dirt, clean with ECCO Foam Cleaner, refresh the sole, and finish with ECCO Refresh Spray
For full step-by-step instructions, visit our Shoe Care Guide.
We recommend using shoe trees whenever your shoes aren't being worn. Unvarnished cedarwood or sandalwood shoe trees are ideal as they help maintain the shape while also absorbing moisture from the leather. Shop shoe tree.
Sustainability is central to how we design and manufacture our products. Here are some of the ways we're working to reduce our environmental impact:
Water efficiency
Our proprietary DriTan™ leather tanning technology eliminates the need to add water during the tanning process, saving 20 liters of water per hide and more than 25 million liters annually. We've also made DriTan™ available to other tanneries to benefit the wider leather industry.
Waste reduction
DriTan™ saves 600 tons of sludge from landfills each year. In 2022, we recovered or recycled 76% of waste from our shoe factories and 66% from our leather tanneries.
Made to last
We design our shoes to stand the test of time. Technology like ECCO FLUIDFORM™ is built for durability, comfort, and long-lasting wear — reducing the need for frequent replacement.
Our 2030 goals
We're committed to four ambitious environmental targets by 2030, building on the sustainability plan we published in 2020.
Learn more about our sustainability journey by clicking here.
Yes — ECCO products are available at select authorized retailers across the US. Use our store locator to find an authorized ECCO retailer or company-owned store near you. Please note that purchases made through unauthorized dealers are not covered under ECCO's One-Year Limited Warranty.
ECCO only works with authorized wholesalers and retailers. If you purchase ECCO shoes through an unauthorized reseller, we cannot guarantee their authenticity or cover them under our One-Year Limited Warranty.
To ensure you're buying genuine ECCO products, shop on us.ecco.com or through an authorized retailer (click here for Store Locator). For more information on spotting counterfeits, visit our Counterfeit Information page.
FAQ-Warranty
ECCO offers a One-Year Limited Warranty on products purchased from us.ecco.com or authorized ECCO retailers. The warranty covers manufacturing defects including:
Stitching
Hardware such as eyelets, hooks, buckles, and ornaments
Leather quality inconsistencies resulting in premature wear
Sole attachment to upper and sole components to one another
Outsole durability — will not deteriorate, crack, or split under normal wearing conditions
GORE-TEX waterproofing — guaranteed for 3 years from date of purchase
Please note that the warranty is void if the product was purchased from an unauthorized dealer. To verify authorized retailers, click here.
ECCO's One-Year Limited Warranty does not cover:
Excessive wear, unreasonable use, or abnormal wear related to occupation
Damage caused by exposure to caustic chemicals or extreme heat
Alterations such as heel taps or resoling
Stitching or hardware failure due to snagging or abnormal accidents
Leather that has not been properly treated and maintained
GORE-TEX failure due to complete submersion or water seeping over the top of the footwear
Sole separation due to snagging or cutting
Normal sole or heel wear from individual wear patterns
Poor fit
If you believe your product has a manufacturing defect and are unable to return it to the original place of purchase, submit a warranty claim here. Once submitted, retain your tracking number — your ECCO claim number is the last 8 digits of your tracking number, which you can use to track your claim at any time.
Please note:
Shoes must be in good condition and properly cared for as outlined in our Shoe Care guide before being sent in
Allow 5–6 weeks for the inspection process
ECCO does not offer repairs or refurbishment
After inspection, one of two outcomes will apply:
Defect confirmed — your shoes become the property of ECCO, and you'll receive a redemption voucher, which cannot be combined with other discounts or promotions
Not covered — your shoes will be returned to you
All warranty decisions are final. ECCO reserves the right to deny claims due to habitual abuse.
FAQ-Stores
Use our store locator to find a company-owned ECCO Retail Store, ECCO Outlet, or authorized retailer near you.
Store hours vary by location. Use our store locator to find your nearest ECCO store and check its specific hours.
Company-owned ECCO Retail Stores generally carry the same product range as us.ecco.com. ECCO Outlets may carry a different assortment, including clearance and final sale items not available online.
Yes — on each product page, you'll see how many stores near you have that item available for pickup. For further assistance, contact your local store directly using our store locator.
Yes — all ECCO stores offer complimentary fitting and shoe care services. Our store associates are there to help you find the perfect fit and keep your footwear in great condition. Use our store locator to find a store near you.
Yes — a selection of ECCO shoe care products is available in store.
Yes — simply identify your ECCO CLUB account at checkout and a store associate will apply your reward. Please note that rewards cannot be combined with other discounts or promotions and expire 60 days after the date of issuance.
Yes — you can return your us.ecco.com purchase to any company-owned ECCO Retail Store or ECCO Outlet free of charge within 30 days. Please bring the following with you:
Order and shipping confirmation email
Merchandise in unworn condition in its original box
Valid government-issued photo ID
Original form of payment
For more details, see our Returns & Exchanges section.
Our stores accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover, as well as Apple Pay and Google Pay. Please note that PayPal and Klarna are only available for purchases made on us.ecco.com.