Returns

We realise that getting just the right shoe and fit is really important and we want to assure you that you can order from eccoshoesuk.com with complete confidence.

If, for any reason, you're not 100% satisfied, we will be pleased to refund or exchange your purchase. All we ask is that you return your items to us in perfect unused condition and with their original packaging within 30 days from receipt. Refunds will be processed in the manner in which the payment was originally made. This does not affect your statutory rights.

Please allow up to 5 working days for the return to come back to us and then on busy periods up to a further 5 working days for the return to be processed before contacting us.

Please note, we can only accept unworn shoes. Therefore, we strongly recommend to try them on inside before wearing them out to keep them in perfect condition.

  

Free UK Returns with Collect+

 

If you would like to use our free UK Mainland Collect+ service, please use the barcoded Collect+ returns label included within your parcel.

 

How to return an item to us:

Step 1: Please write your order number in the top section of the returns form (without this, we will be unable to trace the returned item(s) back to you)

Step 2: Complete the returns form by marking the appropriate box with the item being returned and the reason for your return. If you would like an exchange item, please ensure to fill in these details with the product code and size of the item you require. Should the exchange item be of a higher value or if the item is no longer available, we will contact you via email regarding this. 

Step 3: Place the returns form inside the box/bag with the item to be returned.

Step 4: Package up the returning item and stick the prepaid barcoded Collect+ returns label received within your parcel.

Step 5: Deliver the package to your nearest Collect+ store (Please ensure to get a receipt for the return. This receipt will include the returns tracking number should you wish to trace the return)

 

Please note:

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.

If you do not use the provided prepaid return label, you are responsible for the goods until they reach our warehouse.

 

Should the Collect+ barcoded label, for some reason be missing from your parcel, you can create one via Collect+. If you have more than one parcel, please create a new label for each parcel - please do not reprint the same label and do not tape the parcels together. The packages may get separated during shipping and should one package go missing, we cannot process your refund or exchange. 

 

Free Returns to store

Simply take your purchase along with proof of purchase (i.e your order invoice) to any ECCO Shoes UK store* and the team in store will be able to process your refund. Please note, we can only issue a refund in the manner payment was taken.  

*Excludes our ECCO Cambridge Franchise and stores in Northern Ireland.

 

NON UK MAINLAND RETURNS

Unfortunately we are unable to offer free returns if you are located outside UK mainland or in Northern Ireland.

 

RETURNS USING A DIFFERENT SERVICE

Should you wish to use your own courier service, please ensure you use a recorded service as we are unable to process a refund or exchange if your items do not arrive in our warehouse. If you decide to use your own courier service, that fee will be borne by yourself and we will not be able to reimburse it.

 

Please note that refunds can take up to five working days to appear in your account and may take slightly longer if you have chosen to pay via Paypal. Your original shipping costs will not be refunded unless your purchase is deemed faulty by our team in the Returns Department.


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