Ordering and Delivery Information for UK

Please note that due to high volumes during sale, orders may take longer than usual to process and be delivered.

 

 

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, for example: 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?

Standard delivery (UK mainland only): 2-3 working days

Express delivery (UK mainland only): next day when orders are placed by 2pm

Standard delivery (outside UK mainland): 5 working days 

We will always process your order as quickly as possible. Orders placed before 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 12pm on the following working day.

There are a small number of areas where we cannot guarantee a 2-3 working day delivery due to limited courier availability. 

Please note Express Delivery is not available on orders placed on weekends or Bank Holidays. Express Delivery orders placed after 2pm on a Friday will not arrive until the following Tuesday as we do not have parcel collections at weekends.

During seasonal events and sale periods, order processing and delivery may take slightly longer than normal due to high volumes of orders.

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. 

WHERE DO YOU SHIP?

We are only able to despatch orders to locations within the United Kingdom and Channel Islands. 

Please note, our system currently prohibits orders being placed from certain regions and postal areas and we remind all customers that we only ship within the UK, Scottish Highlands and the Channel Islands.  

Should you be ordering to a hall of residence [student accommodation] or communal address we would strongly advise to add a delivery instruction with your best contact number in case the driver is unable to locate the correct room/residence. Please note, we cannot be held reliable if an item goes missing after being successfully delivered. 

Which courier will deliver my order?

Our preferred courier is DPD Local and they deliver our orders to mainland UK.

DPD Local 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, DPD Local'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:    

        

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 under our Returns section.

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 Islands, meaning that customers are charged flat prices, inclusive of VAT, irrespective of where they live. Prices are the same across all our retail stores and eccoshoesuk.com.

Some specific product ranges in the UK are excluded from VAT, for example children’s shoes. However as a business we do not differentiate sales between the Channel Islands and the UK and as such all transactions are charged VAT and declared accordingly with HMRC. 

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 apply it at the point of checkout and the appropriate promotion or discount will be applied to your order. Promotional codes do not apply to Sale products and you can only use one promotional code or voucher per transaction.

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 email us via our Contact Us page or call our Customer Service Team on 01823 240780. You can view our telephone opening hours by clicking here