At ECCO Store, we’re committed to providing premium footwear and exceptional service to our global customers. Our policies are designed to ensure a smooth shopping experience from delivery to returns.

Shipping Information

Order Processing

We process all orders within 1-2 business days before shipping. You’ll receive a confirmation email with tracking information once your order is dispatched.

Shipping Methods & Delivery Times

Standard Shipping: $12.95 via DHL or FedEx
Delivery time: 10-15 business days after dispatch

Free Shipping: Available for orders over $50 via EMS
Delivery time: 15-25 business days after dispatch

Note: Delivery times may vary for international destinations (excluding some Asian and remote regions).

Returns & Exchanges Policy

We want you to be completely satisfied with your premium footwear purchase. If you’re not happy with your order, we offer a straightforward returns process.

Our Return Policy

You may return most unworn, undamaged items within 15 days of delivery for a full refund or exchange. All returned items must be in their original condition with tags attached and original packaging.

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned:

  • Hiking & Approach Shoes (due to potential outdoor use)
  • Mountaineering and Trekking Boots (specialized equipment)
  • Clogs (hygiene considerations)
  • Any footwear showing signs of wear or damage

How to Return or Exchange an Item

Step 1: Initiate Your Return

Email our customer service team at [email protected] with:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:
Dear ECCO Store Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Details of item(s) to be returned:
– Product Name:
– Size:
– Reason for return/exchange:

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization
  • Shipping instructions
  • Return shipping label (if applicable)

Step 3: Package and Ship Your Return

Include all original items, packaging, and documentation. Ship to:

ECCO Store Returns
3258 Mutton Town Road
Tukwila, US 98168

Step 4: Processing Your Return

Once received, we’ll inspect items and process your request within 3-5 business days.

Refund Information

Refunds will be issued to your original payment method:

  • Credit cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

For size exchanges, follow the return process and indicate your desired new size. We’ll ship the replacement once we receive your return.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service.

International Returns

For international returns (excluding some Asian and remote regions), contact us for specific instructions. Customers are responsible for any customs fees or duties.

Questions?

Contact our customer service team at [email protected].