Returns & Refunds
Return Policy
ECCO offers 30 Days Free Returns. If your order is not right for you, please contact our customer service team first so we can provide the correct return instructions and return details.
At a Glance
Return Summary
Please review the return requirements before sending any item back. Returns sent without contacting customer service first may not be accepted.
Return Window
30 days
Return Service
30 Days Free Returns
Refund Processing
3–15 days after returned item inspection
Start a Return
Email customer service first
Eligibility
30-Day Return Window
You may request a return within 30 days of receiving your order. To begin the return process, contact ECCO customer service at [email protected].
Customers must contact customer service first to receive return instructions and return details. Please do not send a return to any address without approval and instructions from our support team.
Important
Returns sent without contacting customer service first may not be accepted.
Item Condition
Return Eligibility
To qualify for a return, items should meet the condition requirements below unless the return is related to a damaged, defective, or wrong item.
- Items must be returned within the 30-day return window.
- Items should be unused, unworn, clean, and in original condition.
- Items should include original packaging, tags, accessories, inserts, and product materials when applicable.
- Shoes should be tried on indoors on a clean surface to avoid wear marks.
- Proof of purchase, order number, or the email used at checkout may be required.
Non-Returnable Items
Items That May Not Be Accepted
Some items may not be eligible for return depending on their condition, product type, or the way they were purchased.
- Items returned after the 30-day return window.
- Items that show signs of wear, use, washing, damage, stains, odors, or alteration.
- Items missing original packaging, tags, accessories, or included product materials when required.
- Gift cards, digital products, or downloadable items, if offered.
- Items clearly marked as final sale or non-returnable at the time of purchase.
Final Sale Items
If an item is clearly marked as final sale or non-returnable on the product page or at checkout, it may not be eligible for return unless the item arrives damaged, defective, or incorrect.
Start a Return
How to Request a Return
To start a return, please contact our customer service team before sending anything back. We will provide the correct return instructions and return details for your request.
Please contact our customer service team at [email protected] to receive the correct return instructions and return details.
Include This Information
- Your order number.
- The email address used at checkout.
- The item name, size, color, and quantity you want to return.
- The reason for the return.
- Photos, if the item arrived damaged, defective, or incorrect.
No Fixed Return Address
Do not send your return to any address unless our customer service team has provided the correct return instructions and return details for your order.
Return Shipping
Return Shipping Cost
ECCO offers 30 Days Free Returns for eligible return requests.
To use free returns, you must contact customer service first and follow the return instructions provided. Returns sent without contacting customer service first may not be accepted and may not qualify for free return service.
Refunds
Refund Process
Once your returned item is received and inspected, we will review whether it meets the return requirements. If the return is approved, your refund will be processed.
Refund processing time is 3–15 days after the returned item is received and inspected.
Depending on your payment provider or bank, it may take additional time for the refund to appear on your statement after it has been issued.
- Refunds are generally issued to the original payment method.
- Original order details may be required to verify the purchase.
- Shipping, discounts, promotions, and partial returns may affect the final refund amount where applicable.
Exchanges
Exchange Requests
If you need a different size, color, or style, contact us at [email protected] before sending your item back.
Exchange options may depend on item availability and the condition of the returned product. If an exchange is not available, our customer service team can provide return instructions and help you understand the next available option.
Order Issues
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible. Include your order number and clear photos so we can review the issue.
- Photo of the item received.
- Photo of the packaging, if the package was damaged.
- Photo of the size label, product label, or style information when available.
- A short description of the issue.
Please do not discard the item or packaging until customer service has reviewed your request.
Need Help?
Contact Information
For return questions, refund updates, exchange requests, damaged items, wrong items, or return instructions, contact ECCO customer service.
Email: [email protected]
To help us respond faster, include your order number, the email address used at checkout, the item you need help with, and a short description of your request.
