DO YOU HAVE A SIZE GUIDE?

Yes. If you know your UK shoe size, simply use our Size Guide to help measure your foot size and also to convert into EU sizing. Alternatively, you can always visit one of our ECCO stores or call our customer service team on 01823 426035 for advice.

I WOULD LIKE TO PLACE A BULK ORDER

Eccoshoesuk.com is a site designed and operated for retail customers. We are aware some customers may wish to purchase in bulk, especially when we have sales on. As long as it is for personal use and at a reasonable level, we can of course honour this. However, we do not support the option of wholesale orders.

We reserve the right to cancel any order that we deem to be a wholesale order and we will lock any account suspected of undertaking such action.

WHAT IS THE STANDARD WIDTH FITTING OF ECCO SHOES?

ECCO utilises a unique type of fit which we refer to as 'Freedom Fit'. ECCO's Freedom Fit is designed to be snug in the heel yet roomy in the toe box allowing the toes to move freely as you walk. Our range of shoes are made on different lasts so the width of the shoes can change slightly with each style. 

We would advise customers with wider feet to purchase lace style shoes with longer facings and eyelets or touch fastening styles as these offer the best adjustability for wider feet.

WHAT STYLES ARE MOST SUITED TO WIDER FEET?

Lace styles with longer facings and eyelets or touch fastening styles offer the best adjustability for wider feet.

WHAT STYLES ARE MOST SUITED TO NARROW FEET?

Lace fastening styles offer the best adjustability for narrow feet.

 

WHAT STYLES HAVE REMOVABLE INSOLES THAT WILL ENABLE ME TO REPLACE THEM OR TO USE ORTHOTICS?

The majority of our shoes feature removable insoles. This information may be given in the description details for the item. 

DO YOU SELL GIFT VOUCHERS?

Yes. Gift Vouchers are available in £10, £15, £25, £50 and £100 denominations. Your gift voucher is for online use only at www.eccoshoesuk.com and will be emailed to you or your requested recipient.

HOW DO I REDEEM ECCO GIFT VOUCHERS?

ECCO E-Vouchers purchased via our website include a unique code so that they can be spent at www.eccoshoesuk.com or on www.outlet.eccoshoesuk.com only

ECCO Store Gift Cards that have been issued by an ECCO retail shop can be redeemed in any UK ECCO branded store, but not online.

WILL I PAY VAT (VALUE ADDED TAX)?

Yes, all prices quoted on our website include the standard UK rate of VAT at 20%. If you are ordering for Jersey or Guernsey, please refer to our Ordering and Delivery Information for UK page.

WHERE CAN I FIND UP TO DATE ORDERING INFORMATION?

Up to date advice regarding our ordering process is displayed on our Ordering Information page.

HOW DO I AMEND MY ORDER?

You can amend your order once it has been placed, up until the point of despatch via our Contact Us page or call us on 01823 426035 as soon as possible. On our Contact Us page, please fill out your details including name, address and postcode, your email address, your order number (if known) and details of your query.

HOW DO I CANCEL MY ORDER?

You may request cancellation of your order at any time up to the point we despatch - You can do this by accessing your order history within your online account, or you can get in touch via our Contact Us page or call us on 01823 462035 as soon as possible. Please ensure you provide us with your name and your order number from your confirmation email.

We may at our discretion cancel your order up until the point of delivery if we find a pricing issue, believe fraudulent activity has occurred, believe a customer is using a mail forwarding service or an address masking service.

CAN I HAVE MY ORDER SENT TO AN ADDRESS OTHER THAN MY HOME ADDRESS?

Your order can be delivered to any residential or business address of your choice. Once you have logged onto your account you can add new addresses into your address book. We remind all customers that we only ship within the UK, Scottish Highlands and the Channel Islands.   

Our system currently prohibits orders being placed from certain regions and postal areas. Please note, we do not deliver to PO boxes or mail forwarding companies. 

We may at our discretion cancel your order up until the point of delivery if we find a pricing issue, believe fraudulent activity has occurred, believe a customer is using a mail forwarding service or an address masking service.

Should you be ordering to a hall of residence [student accomodation] 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 and signed for.

CAN I HAVE MY ORDER SENT TO AN ECCO STORE?

We now offer Click and Collect in the UK. Simply order online with eccoshoesuk.com and choose any ECCO UK full priced store as your collection point (mainland only). Orders placed before 2pm should be delivered within 2-3 working days. We also offer Click and Reserve, so you can reserve an order to make payment at your local store. The order will be reserved for up to 24 hours, provided that the stock is available. Please note, click and reserve is unavailable for Outlet orders.

CAN I HAVE ONE PART OF MY ORDER SENT TO MY HOME ADDRESS, AND ANOTHER PART OF MY ORDER SENT TO A DIFFERENT ADDRESS?

Unfortunately, we cannot accommodate this request. If two delivery addresses are required then the purchases need to be placed as two separate orders.

WILL I RECEIVE A CONFIRMATION EMAIL ONCE I HAVE PLACED MY ORDER ONLINE?

Yes. 

Please note that some email providers do not receive our automated emails (i.e. AOL and GMX) 

HOW MUCH WILL I BE CHARGED FOR DELIVERY?

On orders over £49 to UK addresses, the postage and packing is free of charge. Orders under the value of £49 will be charged a delivery fee of £2.95.

WHEN WILL I BE CHARGED FOR MY ORDER?

When ordering on-line, the payment for your order will be taken only when the order is confirmed by our customer service team, prior to despatch.  Please note that many banks and building societies may still place this payment in a holding state in your account prior to confirmation.

 

IF THE ITEM I'VE ORDERED IS OUT OF STOCK WILL PAYMENT STILL BE TAKEN STRAIGHT AWAY?

When ordering on-line, the payment for your order will be taken only when the order is confirmed by our customer service team prior to despatch.  Please note that many banks and building societies may still place this payment in a holding state in your account prior to confirmation.  If an item on your order is out of stock, the order will be cancelled which will prompt your card provider to release these funds back to you. Please note that this can take up to five working days.  

CAN I KEEP TRACK OF WHERE MY ORDER IS?

We send an email to all customers to advise when an item is despatched.  You can track your order once its been placed via our Contact Us page, or with the tracking number received in your despatch emails. If you have provided us with a mobile number, you will receive a text message on the morning of delivery letting you know when the courier will be with you.

WHO WILL DELIVER MY PARCEL?

We use a trackable or 'signed for' service, provided by DPD Local.  

Please note that if you have ordered multiple items, your order may be shipped in more than one package and so may arrive in seperate deliveries.

WHAT HAPPENS IF I'M OUT WHEN MY PARCEL IS DELIVERED?

If you have provided us with your e-mail address and / or mobile phone number and your order is being delivered by DPD Local, their 'Predict' service provides you with a one hour delivery window, so you don't have to wait in all day for your parcel.  This service also allows you to re-schedule a delivery date time slot.  

If delivery by Royal Mail has been attempted (i.e for orders being delivered to the Channel Islands), the parcel may have been taken back to your local Royal Mail sorting office.  In this case a card will be left advising you that delivery was attempted and what to do next.

DO YOU OFFER NEXT DAY DELIVERY?

Our Standard Delivery option provides you with a 2-3 day service, if your delivery address is within mainland UK and if you have placed your order on a working day before 2pm.  

You can also select the 'Express delivery' option if your delivery address is within mainland UK (this is excluding the Scottish Highlands). This will be a next working day service if your order is placed before 2.00pm Monday-Thursday. 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. 

CAN I REQUEST A SPECIFIC TIME OF DAY FOR DELIVERY?

I'm afraid this is not a facility our courier offers. However, if we have your email address and/or mobile number, the courier will let you know on the morning of delivery a one hour time slot that your order will be with you.

 

HOW DO I GET 10% OFF MY FIRST ORDER?

By signing up to our newsletter you can receive 10% off your first order. The link for signing up to our newsletter is loccated on the front main page of our website. Please note that this applies to full price items only.

WHERE DO YOU SHIP?

We are only able to send orders to delivery addresses within the United Kingdom and Channel Islands. Please note, we do not deliver internationally.

 

HOW DO I KNOW I CAN ORDER SAFELY?

At eccoshoesuk.com we are committed to protecting the security and confidentiality of your personal information by providing you with a safe and secure environment. We use a server certificate to assure you of our identity and a SSL (Secure Sockets Layer) to encrypt all data to and from the site.

 

HOW WILL YOU USE MY PERSONAL INFORMATION?

You can be confident that eccoshoesuk.com will only use your personal information for:

  • The processing and supply of the goods and services we offer, research, evaluation and planning of future promotions and activities.
  • To let you know via email, post or phone about new ECCO products or services that may be of interest to you.

By using eccoshoesuk.com you consent to the information you provide being used for any of the above purposes, except where you have decided to opt out of receiving our newsletter during the registration process.

To change your preferences please write to us at Customer Services, eccoshoesuk.com, 9 North Street, Taunton, Somerset, TA1 1LH.

IS MY PERSONAL INFORMATION CONFIDENTIAL?

Shopping on-line with us is safe, and we take the utmost care to ensure your personal and credit / debit card details remain private. When you go to the checkout, sign-in or enter the account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit / debit card number, account number, name and address, and all other personal information so that it cannot be accessed or read as the information travels over the Internet.

 

DO YOU HAVE A PRIVACY POLICY?

Yes, our privacy policy can be found our Privacy & Cookies page.

 

WHERE CAN I FIND UP TO DATE ORDERING INFORMATION?

Up to date advice regarding our ordering process is displayed on our Ordering Information  page.

 

I'VE FORGOTTEN MY PASSWORD

If you have forgotten your password or log-in details you can recover it by following the steps below:

  • On the Log in / Register page click the link that reads "Forgotten your Password" enter your email address in the box below to reset your password.
  • Further instructions will be sent to the email address on record.
MY PASSWORD HAS NOT BEEN RECOGNISED

Please make sure that you are entering your password correctly as they are case sensitive. If you still have problems please try the password recovery option as described in the "I've forgotten my password" section above. This will allow you to reset your password. If you continue to experience difficulties please get in touch via our Contact Us page or call us on 01823 426035.

 

HOW DO I PLACE MY ORDER ON-LINE?

To place and order online you need to add the product(s) you require to your basket by selecting the size in the product details page and then clicking on "Add to Shopping basket ". Once you have added all the products you require, click the "Go to checkout" Button.

You will now be shown the basket page whereby you can check and confirm that you are happy with the item(s) in your basket.

Next click the "Go to checkout" button. If you are an existing customer, you can simply enter your Username and Password. If you are a new customer, you have the choice to enter the checkout as a guest without registering or to create an account. Simply follow the steps to create an account.

Once you have signed in / created an account, you will be shown a brief description of what is in your shopping basket (with an option to remove items), your delivery address and your order total. You will also be given an opportunity to add a promotional code and update your total.

You will then be asked to add your payment details before being asked to confirm your order

HOW DO I PAY FOR MY ORDER?

Part of the on-line ordering process requests that you provide credit or debit card details, or alternatively a Paypal account. 

 

WHAT PAYMENT METHODS CAN I USE?

eccoshoesuk.com accepts payment by PayPal, Visa, Mastercard and Maestro, American Express and Electron cards.

 

WHEN WILL I BE CHARGED FOR MY ORDER?

You will be charged when you order has been confirmed. Please note that your bank or building society may place the payment on hold in your account from the time you place your order until confirmation.

HOW DO I REMOVE AN ITEM FROM MY BASKET?

When the shopping basket is displayed, click on the "remove" button next to the appropriate item to take it out of your shopping basket.

 

I HAVE A PROMOTIONAL OFFER, HOW DO I REDEEM IT?

Once you have selected an item(s) to purchase and clicked "Checkout" your shopping bag will be displayed. Beneath the list of items in your shopping bag is a space to insert your promotional code. Once you have entered your promotional code press the "Apply offer code " button. Any appropriate promotion or discount will be added to / deducted from the total cost. Please make sure you promotional code has not expired.

 

I HAVE ENTERED A PROMOTIONAL CODE, WHY ISN'T MY DISCOUNT SHOWING?

Please check that you have entered the code correctly. If the code does not affect the total then it may be invalid. Please contact us to check on this. Please make sure you promotional code has not expired.

 

I HAVE A GIFT VOUCHER, HOW DO I REDEEM IT?

You are able to redeem Gift Vouchers on-line by simply entering the unique voucher code(s) detailed at the top of the voucher into the space for voucher codes at the check-out.

 

IF AN ITEM I HAVE ORDERED IS OUT OF STOCK, HOW WILL I KNOW?

If an item is out of stock, we will contact you by telephone or e-mail within 24 hours. We will be able to advise you on the expected availability of the item, on alternative styles or else, we will be able to arrange a refund.

 

WHY DOES THE WEBSITE ALLOW YOU TO PLACE AN ORDER THAT IS NOT AVAILABLE?

Our system updates stock availability every 30 minutes, but in periods of high demand, certain items marked as "Available to Order " may have sold out just prior to you placing your order or the item may not be accessible for immediate despatch. If this is the case we will notify you via email as soon as possible. 

 

WHAT IS THE RETURNS POLICY?

Every product we sell undergoes the strictest quality control procedure before it reaches you - and we're confident that you'll be delighted with the end result. Our 100% Satisfaction Guarantee allows you to send your item(s) straight back to us for an exchange or refund within 30 days of receiving your order. Shoes must be in perfect condition and with their original packaging.  Refunds are made against the price of the goods and we are not able to refund delivery charges (except in the case of an error made by eccoshoesuk.com).

All items can be returned, including Sale items and Outlet products.

 

HOW LONG HAVE I GOT TO RETURN GOODS?

We will exchange or replace full price goods if they are returned to us within 30 days of you receiving them. However, to ensure that any exchange is processed in line with your original purchase price, we would encourage you to return any unwanted goods at your earliest convenience.

 

HOW DO I RETURN GOODS?

Goods for exchange or refund should be returned using the Collect+ returns label provided with your order. Please keep the receipt of postage until your refund or exchange has been received,  we cannot accept liability for the cost of returns from outside of the UK Mainland or from other courier services.

Alternatively you can return your goods to your nearest ECCO Shoes UK store for a refund.  Please note that refunds will be processed in the manner in which the original payment was made.

It can take approximately 5 working days for us to receive your return to our warehouse. Once this has been received, please allow up to a further 5 working days for the return to be processed (this can be longer at busy sale periods)

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

 

 

WHAT IF THERE WAS NO RETURNS LABEL IN MY PARCEL?

Simply head to the Collect+ site here and you can print out a label online.

 

HOW SHOULD I PACKAGE MY GOODS THAT I'M RETURNING?

Wherever possible all items should be packaged into a single parcel. If you do not have the original outer packaging or box, please ensure that the parcel is securely packaged. To ensure that we take the correct action upon receipt of your returned goods, please complete the returns section of the order form and include this with your parcel.

 

CAN I RETURN GOODS TO ECCOSHOESUK.COM THAT I'VE PURCHASED FROM A RETAIL OUTLET?

Shoes purchased from a retail outlet should be returned to the original place of purchase.  We cannot accept returns from ECCO shops, ECCO stockists or other online stores.

 

CAN I RETURN GOODS TO AN ECCO RETAIL SHOP THAT I'VE PURCHASED ON ECCOSHOESUK.COM?

Any purchase from eccoshoesuk.com can be returned to a UK ECCO Retail Store* within 30 days of receipt.  Please note that refunds will be processed in the manner in which the original payment was made.

*This excludes stores in Northern Ireland and the Channel Islands. 

 

HOW WILL I BE REFUNDED?

Refunds are processed through your original payment method. For example, if the original order was paid for by debit or credit card, the refund will be made to your card.

 

DO I HAVE TO PAY TO RETURN MY PARCEL?

Returns are free using Collect+ for customers living on the UK Mainland and Northern Ireland, unfortunately we are unable to offer free returns for customers who do not live on the UK Mainland / Northern Ireland. 

You may return your items free of charge to any of our UK Mainland stores, where a refund will be processed for you.

I WOULD LIKE TO SPEAK TO SOMEONE ABOUT RETURNING MY ORDER, WHO DO I CONTACT?

To speak to one of our customer service advisors about returning shoes you have purchased from eccoshoesuk.com, please call 01823 426035

 

HOW LONG WILL IT TAKE BEFORE MY RETURN IS PROCESSED?

We aim to process your return within 48 hours of receipt, however, at busy times your refund or exchange can take up to 7 working days to process. You will receive an automated email confirmation when your return is being processed. Please retain your receipt for proof of postage until you have received your exchange or refund.

 

RESOLUTION OF AN ISSUE

If you have a complaint about your purchase, please email customercareuk@ecco.com