Ordering and Delivery Information for UK
How much will I be charged for my delivery?
We want to make our on-line service as accessible as possible and have therefore made delivery to UK customers free of charge for all orders over £49.00. For orders of shoe care or accessories under £48.99 delivered to the UK, we charge £2.95.
Postage and packing is free of charge on orders over £49.00
Click and Collect:
We now offer Click and Collect in the UK. Order online with eccoshoesuk.com and choose any ECCO UK full priced store as collection point. Orders will be delivered within 48 hours the following day as long as orders are placed by 2pm the day before.
When we despatch your order to one of our stores, you will still receive tracking information from our courier giving you an approximate time of delivery. You will receive either a text or email stating the time slot, please collect your order thereafter.
Don't forget to bring photo ID e.g. drivers license, passport, and proof of billing address e.g. bank statement, utility bill when picking up your order. If someone else will be collecting your order, please ensure they bring the order confirmation, and a copy of your ID and their ID.
Changes to the order such as cancellations or additional purchases can only be processed by eccoshoesuk.com - Refunds need to be made with ECCOSHOESUK.COM and cannot be processed in store. Exchanges for an alternative colour or size may be available in store, subject to availability, any difference in cost will have to be paid for in store.
How long before my shoes arrive?
We will always process your order as quickly as possible. Orders placed by 2pm Monday to Friday will be delivered within 2-3 working days, as part of our standard delivery service to mainland UK destinations. The Express Delivery option is available for orders delivered to mainland UK only – orders placed by 2pm Monday to Thursday will be delivered by 12.00 midday on the following day. If you are outside mainland UK, please allow up to five working days for delivery. Please note Express Delivery is not available on orders placed on weekends or bank holidays. Express orders placed after 2pm on a Friday will not arrive until the following Tuesday as we do not have parcel collections at weekends. Please note that if you have ordered more than one item, your order may be shipped in multiple packages.
Please note that during seasonal events and sale periods, order processing and delivery may take slightly longer that normal due to high order volumes.
do you deliver on bank holidays?
Our courier service does not operate on weekends or bank holidays. Therefore any orders that are placed over these periods will not be collected for despatch until the next working day.
Which courier will deliver my order?
Our preferred courier is DPD Local and they deliver the majority of our orders to mainland UK and parts of Europe.
Interlink Express is the most innovative parcel carrier around and thanks to their industry-leading Predict service, we provide you with a one hour delivery window, notified by SMS and email, so you don't have to wait in all day. What's more, Interlink’s revolutionary Follow My Parcel service enables receivers to watch the progress of their delivery on a real-time map, all the way down to a final 15 minute timeslot.
You can watch the ‘Predict’ & ‘Follow My Parcel’ videos here:
We also use Royal Mail for orders under £40 and to certain destinations including Northern Ireland.
If you have any questions regarding the despatch of your order, or if you have placed an order for delivery outside of mainland UK and want to track your parcel, you can use the Contact Us page to request tracking information.
Can I return my shoes if they are not right for me?
We want you to enjoy our shoes as much as we do, but in the unfortunate case that you want to return them to us we offer a return service for all orders. Please find full details on our 100% Satisfaction Guarantee page.
Will I pay VAT (Value Added Tax)?
Yes, all prices quoted on our website include the standard UK rate of VAT at 20%.
The Retail Export Scheme
Unfortunately, due to restrictions imposed by HM Revenue and Customs, mail order and internet sales are not eligible to be included in the Retail Export Scheme. Please visit the HMRC website for more information.
For a customer to purchase goods from a Retail outlet and take advantage of Tax free shopping they will need to prove non residency in the UK, i.e. passport at point of order. Being a mail order company Eccoshoesuk.com does not have this facility
Channel Islands and VAT
Ecco Shoes (KRM (GREAT BRITAIN) LIMITED) operate a standard product pricing policy in the UK and the Channel Isles, meaning that customers are charged the same prices irrespective of where they live. Prices are the same across our retail stores and Eccoshoesuk.com. We believe that price integrity within any currency zone is important, not just for the sake of fairness but also because goods can be returned to any store.
Furthermore, determining prices for stores outside the UK is more complex than simply adjusting for differences in taxation, as there are often additional cost and currency implications. Delivery costs for the Channel Isles are generally higher than for our UK stores and Directory customers, and there can be higher local operating costs such as rent and wages. Not all product prices in the UK include VAT, for example there is no VAT on certain sizes of Children’s Shoes. Ecco Shoes does not seek to recover the additional costs incurred in the Channel Isles on these products, we maintain the same prices as those in the UK.
A tax free shopping scheme operated by Global Refund is available at Ecco Stores (KRM (GREAT BRITAIN) LIMITED) in the UK to non EU customers. This applies to all products, with the exception of Childrenswear; subject to a minimum spend of £50 and an administration charge.
We recognise that the additional costs of operating in the Channel Isles may be less than the benefit received by not having to pay VAT. However, Ecco Shoes (KRM (GREAT BRITAIN) LIMITED) believes that it is fair to charge all of its customers the same price, irrespective of product type and local operating costs.
Ecco Shoes (KRM (GREAT BRITAIN) LIMITED) has therefore determined that a standard pricing policy for the UK and Channel Isles avoids additional administrative costs and, overall, results in offering all of our customers good value across our entire product range.
Is the site safe and secure?
Our shopping system is fully protected from fraud. All credit card numbers are protected using the latest encryption software. They are only decrypted for us to process your payment and never held in clear text on any website. Your financial details will never be divulged or shared with any other business so you can order with absolute confidence.
How do I use my special promotional code?
If you have received a special promotional or voucher code from us, please enter it in your basket at checkout and the appropriate promotion or discount will be applied to your order. Promotional codes do not apply to Sale product and you can only use one promotional code or voucher per transaction.
Where do you ship?
Please note we are only able to send order to locations with the United Kingdom and Channel Islands. At this time we are unable to ship to other coutries or outside of the UK and Channel Islands.
Get in contact
We're delighted to speak with you when everything is going right, but we know that sometimes things can go wrong. If you have any queries, please e-mail us via our Contact Us page or call our Advice Centre on 01823 240780.