Dear ECCO Customers,
Our main priority is to protect the health of our customers, colleagues and partners during the current COVID-19 situation. You can still get inspiration and shop the entire ECCO collection online. Below you can read the latest information about adjustments to our delivery and return services.
Our logistics partners are working hard to maintain their usual service levels while keeping their employees safe. We ask for your understanding if orders are delayed.
If you have questions, you are always welcome to contact our Customer Care. We are ready to help.
Please take care & stay healthy,
THE ECCO TEAM
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.
We build our shoes to last, and we are working very hard on finding new ways to improve our products and offer technical innovations that provide a great wearing experience. From time to time, we experience products that don’t live up to our standards of excellence. If you are having issues with your products or your order, we are here to help you.
Claiming shoes bought online
If you want to file a claim for a pair of shoes bought online, we need a short description and pictures that show the issue. Please send us an e-mail to: firstname.lastname@example.org with photos and a short explanation of how the fault occurred.
For shoes, we need the following photos:
Please note that the images must not exceed 5 MB.
As soon as we receive the requested images, we will proceed with your claim. We will keep you informed during the process.
Claiming shoes bought in a local store
If you experience issues with shoes purchased in a local store, please contact the store where the purchased was made or the nearest ECCO store. You can find your closest store here.
Please note that the store staff may require proof of purchase to process your claim.
If you have received a faulty item
If you notice that the products you have just received don’t match your order or have not been delivered in the condition you expected, please follow the steps below.
When we receive your return, we will refund your money through the same payment method you used, when you placed the order.
If you are still interested in buying the product(s), we kindly ask you to place a new order.
How to return items delivered by carrier?
In the package containing your items you can find also return label and return form. If you don’t have the return documents, we recommend to make the return in selected ECCO stores or to follow instruction below. In case of additional questions, please contact ECCO Customer Care at email@example.com
Step 1: Complete the return form by marking the appropriate box with the reason for your return. If you don’t have the return form, please proceed to step 4. The return form is not mandatory for the return to be processed.
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 shoe box)
Step 5: Deliver the package to the closest Parcel Point.
You can follow your return within 48 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.
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.
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.
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.
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 8-9 working days before you can track the order via Hermes or Parcel Force tracking.
To track your order, please click here.
You’ll receive a shipping confirmation via email as soon as your order is shipped from our warehouse.
It can take up to 8-9 working days before you can track the order via Hermes or Parcel Force tracking. To track your order, please click here.
We aim to ship your products on the same day we receive your order. You can expect to receive your ECCO products within 6-7 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 8-9 business days before you can track the order via Hermes or Parcel Force tracking. To track your order, please click here.
Estimated fulfillment time of your order is 2-7 business days. As soon as your order is completed and ready for pick up, you will be notified by e-mail.
All shipping is free. No matter what or how much you buy in our ECCO Online Shop.
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:
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
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 Hermes or Parcel Force.
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.
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.
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.
We offer the following payment methods:
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 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.
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.
By following 3 easy steps: Clean, Care and Protect will help you to prolong the look and feel of your shoes.
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.
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.
Finish the routine by using one of our protecting products to Protect the leather against harsh weather conditions and keep rain and stains away.
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.
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.
Terms and Conditions for Sales and Delivery (T&C´s)
Subject to these T&C´s,
KRM Switzerland AG
Company Registration number CHE-187.038.838
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) firstname.lastname@example.org
(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.
The products we sell online are displayed on this Website and include but are not limited to footwear, bags and shoe care products.
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.
All prices of the products available on the Web Site are provided in EUR and include VAT (gross amounts).
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.
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.
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
The deadline of 30 days is counted from the date when the ordered goods have been delivered to you.
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
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.
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.
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 email@example.com
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.
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 : firstname.lastname@example.org
8. Standard return form
(This form is to be completed and returned if the right to withdraw from an order is requested)
KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
Telephone: +32 28 99 08 10
E-mail : email@example.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)
(*) The parts not applicable are to be crossed out