FAQs

No, at this time us.ecco.com only ships domestically

Once an order has been placed, it cannot be changed. Please be sure to double check your information before placing your order.

ECCO Pick Up In Store is always free.

Shop us.ecco.com and add products to your shopping cart. At checkout, select Pick Up In Store to find a preferred store near you. As soon as your order is ready you will be notified and able to pick it up.

ECCO does not require a minimum order value for In Store Pick Up.

Your orders are automatically accepted into our ordering system the minute you hit submit. Your order will leave our warehouse within 72 business hours of receipt. Standard delivery will arrive within 7-10 business days of shipment. ECCO does not process orders on Saturdays, Sundays or holidays. Shipping schedule is Monday through Friday.

ECCO will hold your order up to 14 days from the time you are notified via email that your order is ready for pick up. If you do not pick your order up within the 14-day period, your order will be canceled automatically. You will receive an order cancellation email.

Buy Online, Pick Up In Store is a convenient way for you to purchase items on our website and pick them up at an ECCO store near you.

During check out you can designate alternate pick up person. This individual will need to present the email notification that the order is ready for pick up and a government-issued photo ID.

You can return your order at a participating ECCO store or ECCO Outlet. Simply use our store locator to find your closest location. Bring your unworn shoes in their original box to the ECCO Store with your order & shipping confirmation email, the packing slip included with your shipment and a valid photo ID and we will process your request. ECCO owned and operated stores returns are limited to 2 pairs per day per customer. See our return policy for more information.

For Buy Online and Pick Up In Store, any store associate can help you process the return, just bring the order confirmation number and a valid government-issued photo ID, such as driving license or passport.

Independent retailers that carry ECCO shoes do not accept returns from us.ecco.com. Please bring the following items with you when returning to an ECCO store:

• Order and email shipping confirmation
• Packing list that was included with your purchase
• The merchandise in unworn condition and in the original box
• Valid ID
• Your original form of payment. 

Please note: PayPal orders will be given store merchandise credit only

If for any reason you are not satisfied with your purchase, you may return it for a refund of the purchase price you paid minus all shipping charges. Shipping and handling charges are not refundable. Returns should be shipped within 30 days of the original shipment with the receipt from your us.ecco.com purchase. Items must be unused and unworn in order to be accepted for a return and a refund.

We can only issue a refund to the credit, debit card or PayPal Account used for the purchase. We will contact you if we receive a return that has been damaged or worn and will return this item to you. All us.ecco.com returns must be sent back using your returns label that was included in your original shipment. If you do not have this, Click here for a return form. At this time, us.ecco.com can only accept returns purchased through our website. All purchases made through an ECCO retailer or an ECCO retail store should be returned to their original place of purchase.

See our return policy for more information.

Returns should be sent to:
Ryder System Inc.
8862 E County Rd 100 S
Avon, USA-IN 46123

We are sorry, but we do not offer exchanges. Our product availability changes daily and we cannot guarantee the availability of the exchange item in your size/color. We suggest that you send your return back and place a new order at the same time. If you need help, please email our Customer Service Team via email at eccousa@ecco.com

Please contact ECCO Customer Service should you need to cancel your order via email at eccousa@ecco.com.

Due to the processing times of our orders, we are unable to cancel or change orders once they have been placed.

If you have questions, need help with an order you've received, or if you need to return an item please see the information on your packing slip. You can email us at eccousa@ecco.com.

To pick up your order, present your email notification that your order is ready for pick up and a government-issued photo ID.

ECCO will send you an email as soon as you order is ready for pick up.

If you want to view your order history, on our website under ‘My Account’ at the top of the page, click ‘Order History’ and you can view your most recent orders.

Use the Track Your Order link located on the bottom of any page under SERVICES and enter your order number, your email address and your billing zip code.

After you place your order, your card will be authorized for the total order amount. When your order is picked up, the transaction will be finalized and your credit card will be charged.

Due to our fraud filters ECCO can only accept registered prepaid credits.

Unfortunately, Gift Cards cannot be used as a payment method on our website. You are welcome to use our ECCO Gift Cards in our physical stores.

ECCO is required by law to collect applicable sales tax. The amount of sales tax that will be added to your order is based on the state to which your order is being shipped or picked up, the standard sales tax rate in that area and the total dollar amount of your order. Some states regulate that we must charge tax on the shipping charges as well. The taxes are calculated by taking our NH distribution center as the sending point. However, the product(s) may be shipped directly from our stores. In this case, the tax amount will be recalculated to reflect this change as applicable.

ECCO USA can only accept orders placed from devices with IP addresses within the US and only with credit cards drawn on US banks.

If you feel that your product is defective and you are unable to return it to the original place of purchase, please click here to submit a WARRANTY CLAIM. Once we receive your shoes and they are inspected, we will contact you by e-mail.  We pride ourselves in our quality and we want to ensure that you have the best possible experience shopping with us.

This is best done by using shoe trees when the shoe isn't being worn. The best types are shoe trees made out of unvarnished sandalwood, which also extracts moisture from the leather.

ECCO shoes are manufactured in European sizes. Please refer to our men's size guide, and women's size guide to find the correct fit.

Only ECCO Shoes that are made with ECCO Waterproof or GORE-TEX technology are waterproof.

ECCO only deals with wholesalers who are authorized to sell ECCO shoes online. We cannot warranty or guarantee any ECCO products purchased through non authorized resellers. In our endeavor to protect our highly valued brand, the fight against counterfeiting online and offline is a high priority to us. See our Counterfeit Information for more details.

Give the shoes plenty of time to dry. Remove the insole and let the shoes dry naturally and never expose them to artificial heat which can damage and distort them.

ECCO's line of shoes utilizes a unique type of fit called ECCO "Freedom Fit.” This allows the toes to move freely as you walk whereas conventional shoes fit across the width of your feet at the toes which restricts the natural spreading of your toes under the pressure of walking. ECCO "Freedom Fit.” allows our shoes to fit a wide variety of widths.

We are open Monday - Thursday 9:00am - 5:30pm EST, Friday 9:00am - 3:00pm EST, Saturday and Sunday we are closed. Please email us at eccousa@ecco.com.

ECCO has a country wide network of retailers. This means that there is a very good chance that there will be a store near you. Use our store locator to find a retailer near you.