Welcome to ECCO Store’s FAQ section. We’ve compiled answers to the most common questions about our premium footwear, shipping policies, and more. If you don’t find what you’re looking for, our customer service team is always happy to help at [email protected].

About Our Products

What types of footwear does ECCO Store offer?
We specialize in high-quality footwear for various needs and occasions. Our collection includes:
  • Activity shoes
  • Ankle boots and various boot styles
  • Clogs and flat shoes
  • Heels and loafers
  • Specialized hiking and trekking footwear
  • Mountaineering boots
  • Lace-up shoes and mules
Our products feature premium technologies like BIOM® and GORE-TEX® for maximum comfort and performance.
What makes ECCO footwear special?
ECCO footwear is designed with exceptional comfort and quality in mind. Our shoes feature:
  • Innovative technologies like BIOM® for natural motion
  • Premium materials including GORE-TEX® for waterproof performance
  • Ergonomic designs that support all-day wear
  • Durable construction for long-lasting use
Each pair is carefully inspected before shipment to ensure it meets our exacting standards.

Ordering & Account

How do I place an order?
Simply browse our collection, select your preferred style and size, and proceed to checkout. You’ll need to provide shipping information and payment details to complete your order.
What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are secure and encrypted for your protection.
Can I create an account to track my orders?
Currently, we process orders as guest checkouts. However, you can track your order using the tracking number provided in your shipping confirmation email.

Shipping & Delivery

Where do you ship to?
We ship worldwide to footwear enthusiasts everywhere, excluding some Asian and remote areas. Our headquarters are located in Tukwila, US, and we partner with premium carriers to ensure reliable delivery.
What are my shipping options?
We offer two shipping methods:
  • Standard Shipping ($12.95): Fast & trackable delivery via DHL or FedEx in 10-15 days after dispatch
  • Free Shipping (orders over $50): Economical delivery via EMS in 15-25 days after dispatch
All orders are carefully prepared within 1-2 business days before dispatch.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can use this to follow your package’s journey to your doorstep.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. If you’re not completely satisfied with your ECCO footwear, simply contact our customer service team at [email protected] to initiate a return.
Are there any conditions for returns?
Returned items must be in new, unworn condition with original packaging. We recommend trying footwear on clean surfaces to preserve their condition while deciding if they’re right for you.
How long does it take to process a refund?
Once we receive your returned items, we’ll process your refund within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment provider.

Customer Service

How can I contact customer service?
Our US-based customer service team is happy to help with any questions at [email protected]. We typically respond within 24-48 hours.
What are your business hours?
Our customer service team operates during standard business hours (9am-5pm PST, Monday through Friday). Emails received outside these hours will be responded to on the next business day.

Thank you for choosing ECCO Store – where every step of your shopping experience is designed with the same comfort and quality as our footwear.