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FREE SHIPPING AND EASY RETURNS

HOW CAN WE HELP YOU?

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I'VE ORDERED

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Questions you may have about buying

  • How can I pay for my order?

    We offer the following payment methods: Visa, MasterCard, PayPal

  • When will I be charged?

    When paying with credit card or debit card, the full purchase amount of your order is reserved

  • When will my order be delivered?

    We aim to ship your products on the same day we receive your order. You can expect to receive

  • Do you deliver to my area?

    Below is a list with the area exceptions we do not ship to. Please note that we deliver to

  • How do I find my shoe size?

    To determine which size you need, please see our size guide.

  • Is it possible to place an order via phone?

    Due to security reasons, we are not allowed to place an order on your behalf. You are more than welcome

  • How do I sign up for the newsletter?

    To keep up to date on new products and the latest offers, you can sign up for our newsletter during

  • What are the shipping costs?

    All shipping is free. No matter what or how much you buy in our ECCO Online Shop.

  • Do you deliver to PO addresses?

    No. We do not deliver to PO Box addresses for security reasons.

  • Do I have to pay customs and import charges?

    No. All customs and import charges are included in the price of your order. 

Questions you may have about ordering

  • Where can I find my Invoice?

    Your invoice will be attached to the shipping confirmation email "Your order has been shipped" as soon as

  • Can I change or cancel my order?

    Once we receive your order it is processed immediately for quick delivery. When you receive your shipping confirmation, it’s no longer

  • When will my order be delivered?

    We aim to ship your products on the same day we receive your order. You can expect to receive

  • Can I track my order?

    You can track your order using the tracking number, found in the shipping confirmation email "Your order has been shipped". It can take up to 24 hours

  • Has my order been shipped?

    You’ll receive a shipping confirmation via email as soon as your order is shipped from our

  • How can I take care of my ECCO shoes?

    By following 3 easy steps: Clean, Care and Protect will help you to prolong the look and feel of your shoes. 

  • How should I handle any questions I have regarding products bought in any local ECCO store?

    Questions regarding a product

  • How do promotion codes affect my right to return an order?

    You can return your order within 30 days. If a promotion code was

Questions you may have about returning

  • Have you received my return?

    It takes around 10-12 working days for us to receive and process your return. As soon as your return is

  • Can I exchange an item?

    You can exchange an article by returning it and then placing a new order in the desired size or color. You can either create the order

  • How do I return an item?

    If you need to return a product, use the return documents, found in the grey envelope included in the box.

  • What are the return costs?

    All return shipping is free of charge. For more information about returns, please see our Return Policy.

  • When will I receive my refund?

    It takes around 10-12 business days for us to receive and process your return. We will refund you the

  • FAQ
  • Size guide
  • Terms and Conditions for Sale and Delivery
  • Terms of site use
  • Return policy

FAQ

How do I return an item?

If you need to return a product, use the return documents, found in the grey envelope included in the box. It contains a return form and a pre-paid return label. 

 

Step 1: Complete the return form by marking the appropriate box with the reason for your return

 

Step 2: Place the return form inside the box with the item

 

Step 3: Stick the prepaid return label on your box (please do not stick the prepaid return label on the original shoebox)

 

Step 4: Deliver the package to your nearest UPS store which you can find here 

  

You can follow your return within 24 hours, using the tracking number here. The tracking number is found on the prepaid return label above the bar code. We strongly encourage you to keep your receipt or postage confirmation. 

 

For more information about returns, please see our Return Policy.

Have you received my return?

It takes around 10-12 working days for us to receive and process your return. As soon as your return is registered and processed at our warehouse, we will refund you the purchase amount and notify you via email. 

 

We will refund you to the same payment method you used when placing your order. The refunded amount will be visible in your bank account within 2-10 days, after receiving a return confirmation via email. 

 

You can track your return parcel by using the tracking number from your return label here

When will I receive my refund?

It takes around 10-12 business days for us to receive and process your return. We will refund you the purchase amount to the same payment method used when placing your order. The refunded amount will be visible in your bank account within 2-10 days after you receive a return confirmation via email.

Can I change or cancel my order?

Once we receive your order it is processed immediately for quick delivery. When you receive your shipping confirmation, it’s no longer possible to change or cancel your order.

 

If you wish to return any items from your order, please find the grey envelope included in the box which contains a return form and a pre-paid return label.

Can I track my order?

You can track your order using the tracking number, found in the shipping confirmation email "Your order has been shipped". It can take up to 24 hours before you can track the order via UPS tracking.

 

To track your order, please click here.

Has my order been shipped?

You’ll receive a shipping confirmation via email as soon as your order is shipped from our warehouse.

 

It can take up to 24 hours before you can track the order via UPS tracking. To track your order, please click here.

When will my order be delivered?

We aim to ship your products on the same day we receive your order. You can expect to receive your ECCO products within 3-4 business days from the day you place your order.

 

You can track your order using the tracking number, found in the shipping confirmation email "Your order has been shipped".

 

It can take up to 24 hours before you can track the order via UPS tracking. To track your order, please click here.

What are the shipping costs?

All shipping is free. No matter what or how much you buy in our ECCO Online Shop.

What are the return costs?

All return shipping is free of charge. For more information about returns, please see our Return Policy.

Do you deliver to PO addresses?

No. We do not deliver to PO Box addresses for security reasons.

Do you deliver to my area?

Below is a list with the area exceptions we do not ship to. Please note that we deliver to residential and business addresses only. Unfortunately, we do not deliver to PO Boxes.

 

We do not deliver to:

 

United Kingdom ***Please note we do not send to The Hebrides, The Isle of Man, The Isles of Scilly, The Shetland Islands or The Channel Islands

 

Denmark ***Please note we do not ship to Greenland or Faroe Islands

 

Finland ***Please note we do not ship to Åland

 

France ***Please note we do not ship to Corsica

How should I handle any questions I have regarding products bought in any local ECCO store?

Questions regarding a product bought in a local ECCO store, such as returning or claims, you should contact the local ECCO store where you bought your product and they will assist you in the best possible way.

 

You can find details regarding local ECCO stores here.

How do I find my shoe size?

To determine which size you need, please see our size guide

I am looking for a specific product

Type the name of the item or its code into the search box at the top of the homepage and it will take you straight to the right page, unless the item is sold out or not available in the online shop.

Can you provide more information about a product?

The product page for every item includes a description and images. For more information, please contact ECCO Customer Care.

How do I use my promotional code?

You use a promotional code by typing it in the appropriate box in 'Your basket' before checkout.

 

You will find additional information regarding the promotion in the disclaimer attached to the code.

How do promotion codes affect my right to return an order?

You can return your order within 30 days. If a promotion code was applied to your original order, your refund amount will be adjusted to reflect this. We are not able to re-issue a promotion code.

Where can I find my Invoice?

Your invoice will be attached to the shipping confirmation email "Your order has been shipped" as soon as your order has been shipped from our warehouse. 

How can I pay for my order?

We offer the following payment methods: 

 

  • Visa 
  • MasterCard
  • PayPal

 

Is it possible to place an order via phone?

Due to security reasons we are not allowed to place an order on your behalf.

You are more than welcome to contact our Customer Care team to get an assistance with your online purchase. 

When will I be charged?

When paying with credit card, the full purchase amount of your order is reserved on your bank account.

The amount will be debited from your card once the order is shipped. 

Do I have to pay customs and import charges?

No. All customs and import charges are included in the price of your order. 

How do I sign up for the newsletter?

To keep up to date on new products and the latest offers, you can sign up for our newsletter during checkout by ticking off the appropriate box, after choosing your preferred delivery method. 

How do I unsubscribe to your newsletter?

You can unsubscribe by clicking the unsubscribe link at the bottom of your newsletter.

Is it safe to order online?

To help ensure that your shopping experience is safe, simple and secure our ECCO Online Shop uses industry standard Secure Socket Layers technology (SSL).


If you look at the location (URL) field at the top of the browser during checkout, you will see it begins with ‘https://’ instead of the normal ‘http://’. This indicates that you are in secure mode.

 

To ensure your information is kept private, we do not store any payment information in our database.

How can I take care of my ECCO shoes?

By following 3 easy steps: Clean, Care and Protect will help you to prolong the look and feel of your shoes. 

 

CLEAN
Cleaning your shoes with our water-based cleaning products will effectively remove built-up dirt and revive the leathers while enhancing the product's freshness. 

Shop CLEAN products

 

CARE
Care products soften, moisturise and improve the leather’s elasticity. The care products give the shoes back their shine and prevent leathers from drying out. 

Shop CARE products

 

PROTECT
Finish the routine by using one of our protecting products to Protect the leather against harsh weather conditions and keep rain and stains away. 

Shop PROTECT products

 

To find the perfect Clean-Care-Protect products for your shoes please see the product recommendations on our site when you put the desired shoes in the basket, or contact our Customer Care by providing the name and article number of your shoes, and we will get back to you with a customised care product recommendation.

Can I exchange an item?

You can exchange an article by returning it and then placing a new order in the desired size or colour. 

 

You can either create the order right away or await the refund of your returned order. However, we recommend placing the new order as soon as possible, as we do not have the possibility to reserve goods in our system.

 

Size guide

ECCO shoes have a unique type of fit – we call it the ‘Freedom Fit’. It refers to the fact that our shoes allow the toes to move freely and wriggle as you walk.

 

 

 

 

How wo measure

 

 

To measure your child's feet from heel to toe, all you need is a piece of paper, a pen and a ruler.

 

 

 

 

 

Place the paper on the floor against a wall. Put the foot on the piece of paper, with the heel against the wall.

 

 

 

 

Mark the longest path of the foot on the paper. Repeat for both feetsince it is common to have different feet length.

 

 

 

 

Measure the distance and copare it with the size chart below. use the measurement on the longest foor when choosing what size to order. Always add extra 1.5 cm when shoe shopping for your children to allow the feet to grow and enough space to wriggle the toes when walking.

 

 

 

 

Shoes for kids:

Remember that you must always add extra 1,5 cm when shoe shopping for your kids to allow the feet to grow and enough space to wriggle the toes when walking. 

 

If your shoes don’t fit

  • If your shoes do not fit, the first consideration you need to make is whether or not the length of your shoes is correct. After checking this, here’s what you need to take a look at:If the heel slips whilst your laces are properly tied, add a second (generic) inlay sole under the inlay sole already in the shoe. This will raise the foot into the instep where the shoe is designed to fit. 
  • Another option is to increase the volume inside the shoe by using a thinner insole. Replacing a 5 mm insole with a 3 mm insole will increase the volume in the shoe about half a shoe size.
  • The ball of the foot should fit into the widest part of the shoe. If the shoe doesn’t fit or break properly, you may need to go with a longer or shorter size. 
  • If the shoe is excessively tight in the frontal area, try going up a size. Due to the ECCO unique fit, a larger shoe will provide added toe room yet still fit snugly in the heel area avoiding slippage. 
  • Make sure you are lacing your shoes according to your foot type. Many shoes come ‘bar-laced’ indicated by the horizontal lacing style. This may not be ideal for a wide foot so try re-lacing the shoe with the standard crossing manner. It is always a good idea to completely remove the laces when fitting a new shoe. Lace the shoe whilst on your foot.

 

I already have ECCO shoes, how can I examine that they really fit?

Examine the basic checkpoints to ensure a proper fit. Always consider the type of hosiery you will be wearing during use. This can alter fit and overall comfort. Once you have the shoes on both feet and stand up, check the following:

  • Shoe length. The first area to inspect is the overall shoe length. The recommended toe room allows about a half inch (1 cm) of space between the longest toe and the end of the shoe (about a thumbnail). Toes should never touch in the end.
  • Tightness of the shoes in the ball of the foot and instep area. Pinch a little area of the upper material. The upper should not be skin tight in most styles.
  • Heel fit. The heel in an ECCO shoe is designed to fit snugly. This should not be confused with a tight fit. It is normal for our shoes to have ample room for your toes to wiggle. This is due to the roomy toe box (during normal wear). There should be no slipping while walking.
  • Finally walk on a hard floor or firm surface. This will allow you to experience the ECCO fit and comfort features in our shoes. You should be able to walk smoothly and effortlessly without feeling unsteady or unbalanced.

 

A perfect fit is impossible to achieve in every scenario. There are millions of different types of foot shapes, widths and sizes. In addition, feet tend to swell throughout the day and change over time. A shoe you bought five years ago might not fit your foot in the same way today. It is always a good idea to have your feet measured regularly.


To measure your child's feet from heel to toe, all you need is a piece of paper, a pen and a ruler:
To measure your child's feet from heel to toe, all you need is a piece of paper, a pen and a ruler:

Terms and Conditions for Sale and Delivery

 

Terms and Conditions for Sales and Delivery (T&C´s)

 

Subject to these T&C´s,

KRM Switzerland AG

Rothusstrasse 17

6331 Hünenberg

Switzerland

Company Registration number CHE-187.038.838

VAT no

Registered with the Commercial Register of canton Zug

Telephone no. (customer care no.) +32 28 99 08 10 (free of charge)

Email: (customer care email) klantendienst.be@ecco.com

 

 

 

(referred to herein as "KRM," "we," "us" and "our") a subsidiary of KRM AG and part of the ECCO Group hereby offers to sell and deliver our products displayed on this Website to you. By placing an order you are agreeing to the T&C´s.

These T&C´s are available at a link at the bottom of each page on the Web Site. You may review or print out the T&C´s at any time free of charge and they are also sent with each order confirmation and invoice. We reserve the right to change the T&C´ at any time for all future orders.

 

  1. Purchasing Products and Returns

 

1.1. Products

The products we sell online are displayed on this Website and include but are not limited to footwear, bags and shoe care products.

1.2. Purchasing

By placing an order and clicking the button “I order and pay” you are offering to purchase a product on and subject to the following T&C´s. All orders are subject to availability and confirmation thereof as there may be rare occasions where for example two orders are placed for the exact same product and only one is available to send.

We try to dispatch and deliver to you the ordered goods as soon as possible. Dispatch times may, however, vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure.

In order to contract with us you must be over 18 years of age and possess a valid credit or debit card. If your order is accepted, we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit card, debit card or other payment method used to place your order and that there are sufficient funds to cover the cost of the goods.

1.3. Our Contract

When you place an order, you will receive an e-mail confirming receipt of your order. This email will only be an acknowledgement that we have received your offering to purchase a product and is not an acceptance of your order. A contract between us for the purchase of the goods will not be formed until your order is ready to be shipped at which time we send you an order confirmation as well as the invoice and shipment information. The contract is concluded at the moment when we send you an order confirmation. We will not charge your card with any amount before shipping your products, however an amount may be reserved on your card in order to ensure sufficient funds to cover the payment.

You accept that all communication regarding the order including order confirmation, invoice, shipping information, confirmation of the contract conclusion and potentially credit invoice etc. is done via e-mail from our side.

1.4. Prices

All prices of the products available on the Web Site are provided in EUR and include VAT (gross amounts).

1.5. Payment

The data of the payment method that you wish to use for payment should be provided to us when placing an order on the Web Site. Upon receiving your order we carry out a standard pre-authorisation for credit or debit cards and for bank transfer we do a control check. We do this to ensure there are sufficient funds to fulfil the transaction. Products will not be dispatched until this pre-authorisation check and control have been completed.

We accept the following cards: Visa, Mastercard and Maestro. When paying with credit or debit card, the full amount is reserved on your account by us and payment is debited from your card only at the time of dispatch of your products. 

For bank transfers your account will be debited as soon as the order has been placed.

Your connection is always secure with us and encrypted with 256 bit cipher. We use 3D Secure Visa and Mastercard. For security reasons, we do not store any payment information in our database.

All fees and charges related to the above payment methods are covered by us.

1.6. Discount Codes

We may from time to time offer promotional discount codes, which may apply in respect of any, or certain specified, purchases made though this Website.

The conditions of potential use relating to any discount code will be specified at the time of issue.

1.7. Delivery

All products purchased from the Web Site are delivered pursuant to a shipment agreement. Service provider is UPS. Accordingly, the risk of loss and title to such purchased products passes to you upon delivery to you at the designated address. Delivery will be made within 3-4 business days after your order has been confirmed. The time required for the ordered goods to be delivered to you includes the time necessary to prepare the ordered goods for shipment and the time of delivery of the goods by UPS.

We only ship within Belgium (please see overview of restrictions to this) and if you wish to have our products delivered in another country please go the website of that particular country.

We deliver free of charge.

1.8. Descriptions

We attempt to describe our products as accurately as possible. However, errors do occur. If a product purchased on the Web Site does not conform to the product description or wary slightly from the pictures, you may return the unused product to us.

1.9. Cancellations and returns

You may cancel an order up until the time of dispatch by contacting our Customer Care at number +32 28 99 08 10. If payment of the full amount has been made this will be refunded to you via the original method of payment.

When you shop with us, we want you to be completely satisfied. If you are not satisfied with a purchase made at the Web Site, you may withdraw from the contract concluded with us and return the ordered goods for a refund of the purchase price. We can only accept returns purchased through this Web Site. All purchases made through another ECCO sales point must be returned to the original place of purchase.

Just return your unused and unworn item to us within 30 days upon receipt of the item at:

KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
Warszawa

The deadline of 30 days is counted from the date when the ordered goods have been delivered to you.

Your statement on the withdrawal from our contract may be sent to us in any form and by any mean of correspondence within 15 days of receipt of the products. You may also use the specimen return form at the end of these Terms of Use or use the one in the package your products came in. You should also return the goods acquired by the withdrawn contract within 15 days counted from the date of the withdrawal you have sent to us.

We will reimburse the purchase price of the goods being subject to the withdrawn contract not later than within 15 days counted from the date when we obtain your statement on withdrawal. Please note, however, that we may suspend the reimbursement until we receive the returned goods.

In order to speed up the return the reimbursement of the purchase price you may also apply our return procedure:  

 

 

How (easiest) to return an item

 

Step 1: Complete the return form by checking the appropriate box with the reason for your return if you wish to inform us why you are returning the products. A return form is also available at the end of these Terms.

Step 2: Place the return form inside the box with the products.

Step 3: Send this form with the products you wish to return.

 Step 4: Stick the prepaid return label on your box (Please do not stick the prepaid return label on the original shoebox.)

 Step 5: Deliver the package to your closest UPS store. You may find the closest drop off location at: https://www.ups.com/dropoff?loc=en_be

 

Returns may take time

It can take approximately 10 days for us to receive your return to our warehouse.  We strongly encourage you to use our prepaid return label included in the parcel and to keep your receipt as proof of postage.

 

Your refund will be processed in the original form of payment within 3-7 business days, as soon as we have received your goods in the warehouse. You will be notified via email when this transaction has taken place.

 

Your banking institution may require additional days to process and post the “return” transaction to your account once they have received the information from us.

 

Please note that if you do not use the provided prepaid return label, you are responsible for the goods until they reach our warehouse.

 

If you do not use the provided prepaid return label in order to return the goods, you are obliged to cover the direct costs of the goods returning. We are responsible for return shipping costs if we have sent wrong or defective goods.

 

The returned goods should not be used in the manner not necessary to verify their character, features and functionality. You may try on the products, but you should not wear them. If you return a used, worn or washed item that is not approved by our quality control, we cannot send the item back to you. You are responsible for the decrease of value of the returned products.

 

If you receive a defective/wrong item or a damaged parcel with missing items the easiest way to handle this is if we get photographic evidence of this. Please send a photo to us at our Customer Care team so we can investigate further. We are responsible for a return of a defective/wrong item.  

 

Based on your return instructions in the return form, we will issue you a credit to your card. We can only issue credit to the same card used for the purchase. We do not have title to the returned products until the item arrives at our returns department. 

 

If you have any questions about our returns process, please contact Customer Care.

 

2. Product Warranty and claim handling

 

2.1. Claims

We are obliged to deliver to you the ordered goods free of any defects.

 In case the ordered goods have defects, you have the right to:

 

• file a declaration on a reduction of the price;

• withdraw from the contract;

• demand exchange of the defective product for a product free from defects;

• demand from the seller to immediately remove the defects.

 

The right to file a declaration on a reduction of price or withdrawal from the contact does not apply in case when we immediately and with no excessive inconveniences exchange the defective product for one free from defects or immediately remove the defect. This limitation, in turn, does not apply where the product has already been exchanged or repaired by us, or we have not discharged the duty of exchanging the product for one free from defects or removing the defect.

 

You may request a replacement for a product free from defects rather than removal of the defect proposed by the seller, or request the removal of the defect instead of replacement for a product free from defects proposed by the seller.

 

If it is impossible to remove the defect and to bring the product to conformity with the contract in a manner chosen by you or it involves excessive costs in comparison with the manner proposed by us, we may replace the defective product for a product free from defects regardless of your request in this respect.

 

If you have a complaint regarding the products you have received please contact our Customer Care and they will inform you how to proceed and what information we need in order for us to process your complaint.

 

E-mail: klantendienst.be@ecco.com
Telephone:
+32 28 99 08 10

 

We will confirm the receipt of your claim and respond to your request in this respect within 14 days.

 

2.2. Warranty

We are responsible for the product defects if they are detected before the lapse of two years counted from the date when the product was delivered to your address. Your claim for the removal of the defect or replacement of the product sold for one free from defects is limited to one year, counting from the date of detecting the defect; however, the above limitation period may not cease to run before the elapse of the two years period counted from the date of delivery of the product. Your right to withdraw from the contract or to reduce the price due to the products’ defects is also limited to one year counted from the date of detecting the defect; however, if you have requested replacement of the product for one free from defects or removal of the defect, the time limit to submit the declaration on withdrawal from the contract or reduction of the price begins to run upon ineffective lapse of the time limit for exchange of the product or removal of the defect.

 

3. Governing Law and venue

These T&Cs and your purchase shall be governed by and construed in accordance with the laws of Belgium. A printed version of these T&C´s will be admissible in judicial and administrative proceedings based upon or relating to these T&C´s to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.

Any controversy or claim arising out of or relating to these T&C´s or your purchase of any products from the Web site shall be settled by the competent courts of Belgium.

 

4. Alternative methods of dispute resolution

 

Using alternative methods of dispute resolution is voluntary. The below provisions have only informative character and do not constitute any obligation neither for you nor for KRM.

 

If we fail to find a satisfactory solution to a complaint from you, you can lodge a complaint with www.konsum.ch if conditions are met. You may also use the European Commission online dispute resolution here to register your complaint. This portal can be relevant when living in another EU-country. When filling in a complaint, please enter our e-mail address legal@krm.ag

 

As a consumer you also have the right to seek extrajudicial procedures if we do not agree with you regarding your complaint. You then have the right to ask for intervention of a neutral entity such as a mediator, consumer advocate, social organization etc. You can contact: www.konsum.ch

 

5. Remedies for Breach of these Terms by You

Without limiting any other rights or remedies, in the event that KRM determines, that you have breached any portion of these T&C´s, or have otherwise demonstrated inappropriate conduct, KRM reserves the right, in particular, to (i) warn you via e-mail that you have violated these T&C´s (ii)cancel any orders and not allow new orders to be placed; (iii) discontinue your access to the Web Site, (iv) notify and/or send content to and/or fully cooperate with law enforcement authorities for further action;.

 

If your ability to access and/or use the Web Site or any other service provided to you by KRM is discontinued by us hereunder, then you agree that you shall not attempt to re-register with or access the Web Site, any other service provided by KRM, through use of a different member name or otherwise.

 

6. Miscellaneous

In the event that any provision of these T&C´s conflicts with applicable law, rule, regulation or order or if any provision is held invalid by a court with competent jurisdiction, then the issue regulated by such invalid provision will be settled in the manner that would take into account your interests, and the remainder of these T&C´s will remain in full force and effect.

 

7. Contact Us

 We welcome your comments and questions. Please contact us at:

Telephone: +32 28 99 08 10
E-mail :
klantendienst.be@ecco.com

 

8. Standard return form

 

(This form is to be completed and returned if the right to withdraw from an order is requested)

 

For:

KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
Warszawa 

Telephone: +32 28 99 08 10
E-mail :
klantendienst.be@ecco.com

 

 I/we hereby wish to use the right to cancel my purchase and return the following products from:

Order date /Received:

Customers name (Customers names):

Customers address (Customers addresses):

Customers signature (Customers signatures) (only if the form is concluded on paper)

Date:

 (*) The parts not applicable are to be crossed out

 

 

Terms of site use

Return policy

 

RETURN POLICY

  • Items must be returned within 30 days
  • Items must not have been worn, altered, or washed
  • Footwear must include the original shoebox in its original condition without postal labels  

 

How to return an item

Step 1: Complete the return form by marking the appropriate box with the reason for your return.

Step 2: Place the return form inside the box with the item.

Step 3: Send this form with the items you wish to return.

Step 4: Stick the prepaid return label on your box (Please do not stick the prepaid return label on the original shoebox.)

Step 5: Deliver the package to your closest UPS store.


Returns may take time

It can take approximately 10 business days for us to receive your return to our warehouse in Poland. We strongly encourage you to use our prepaid return label included in the parcel. When you return an item, it is important to write down the tracking number of your return label. This number serves as your receipt in case your return is lost during transport.

 

You will be notified via email when we have received your return package.

Your refund will be processed in the original form of payment within 3-7 business days, as soon as we have received your return package in the warehouse.

Your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

Please note

  • If you do not use the provided prepaid return label, you are responsible for the goods until they reach our warehouse.
  • If you return a used, worn or washed item that is not approved by our quality control, we cannot send the item back to you.
  • If you receive a defective/wrong item or a damaged parcel with missing items, we need photographic evidence of this. Please send a photo to us at customer care so we can investigate further. 

Get in touch

Give us a call

+32 28 99 08 10

MON-FRI 8-18 | SATURDAY 10-15 | SUNDAY 10-15

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