FAQs

  Here to help you

We want to make ordering online as quick and simple as possible for you, so here's a list of questions and answers aimed to give you comfort and peace of mind. We've tried to save you precious time by answering as many possible, but if your question isn't here please get in contact at:

Telephone: 01823 240780
Please get in touch via our Contact Us page or call our Advice Centre Help Line.


FITTING

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 services on 01823 240780 for advice.

WHAT IS THE STANDARD WIDTH FITTING OF ECCO SHOES?

ECCO utilises a unique type of fit. Due to this our shoes are able to to fit a very wide variety of feet. ECCO's shoes fit from heel to instep (not to the ball of the foot). We refer to this as the ECCO "Freedom Fit". Conventional shoes fit across the width of your feet at the toes, which can restrict the natural spreading of your toes under the pressure of walking. ECCO's "Freedom Fit" allows the toes to move freely as you walk.

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. If unsure, please call our customer services on 01823 240780 for further advice.

DO I NEED TO ORDER A LARGER SIZE IF I'M PURCHASING BOOTS AND WEARING THICKER SOCKS?

No, you do not need to do this.

GIFT VOUCHERS

DO YOU SELL GIFT VOUCHERS?

Yes. Gift Vouchers are available in £5, £10, £20 and £50 denominations. Your gift voucher is for online use at www.eccoshoesuk.com and will be emailed to you or your requested recipient.

HOW DO I REDEEM ECCO GIFT VOUCHERS?

ECCO On-line Gift Vouchers purchased via our website include a unique code so that they can be spent at eccoshoesuk.com only. 

ECCO Store Gift Vouchers that have been issued by an ECCO retail shop can be used at any UK ECCO branded store, but not online.

CAN I REDEEM GIFT VOUCHERS IN CONJUNCTION WITH ECCO OFFERS OR DISCOUNTS?

Yes you can.

ORDERING INFORMATION

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, this is fine if for personal use and at a reasonable level.   Ecco shoes offer a wholesale service for retailers in the UK and in other countries from around the world.

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

WILL I PAY VAT (VALUE ADDED TAX)?

Yes, all prices quoted on our website include the standard UK rate of VAT at 20%.

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 dispatch, via our Contact Us page or call us on 01823 240780. Fill out your details including name, address and postcode, your email address, your order ID (if known) and details of the style you would like to change. Don't forget to enter details of the new product you would like to order plus any message you would like to send us. Please get in touch via our Contact Us page or call us on 01823 240780.

HOW DO I CANCEL MY ORDER?

You may request cancellation of your order at any time up to the point we dispatch - 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 240780. Please ensure you provide us with your name, address including postcode, the product ordered and your Order ID from your confirmation e-mail.

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 the address of your choice. Once you have logged onto your account you can add new addresses into your address book.

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

Should you reside in an area within one of the regions we currently ship to and are unable to place an order, we will gladly process this if you can provide photographic proof of name and address and a statement for the card you wish to use, this is subject to the billing and shipping address being within our shipping regions.

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 ECCO STORE?

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. We also offer Click and Reserve, so you can reserve an order without payment at your local store for up to 24 hours, provided that the stock is available.

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, you should receive an email with confirmation of the items you have ordered within one hour.

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.  On the rare occasion that an item is out of stock, the order will be cancelled which will prompt your card provider to release these funds.  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 footwear order once its been placed via our Contact Us page or call us on 01823 240780. Fill out your details including name address and postcode, your email address, your order ID (if known) and add any message you would like to send.  

WHO WILL DELIVER MY PARCEL?

We use a trackable or 'signed for' service, provded by DPD Local.  Please note that if you have ordered multiple items, your order may be shipped in more than one package.

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, 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 option will upgrade your service to the DPD Local service.  This will be a next working day service if your order is placed before 2.00pm Monday-Friday. 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 we are unable to offer Express Next Day delivery to the Scottish Highlands.

 

CAN I REQUEST A SPECIFIC TIME OF DAY FOR DELIVERY?

If you have ordered footwear to be delivered to a mainland UK address and you have provided us with a valid e-mail address and / or mobile phone number, you will be able to schedule a one hour delivery window, via the DPD Local service.  This service is not currently available for accessory orders, or orders for delivery outside mainland UK.

 

HOW DO I GET 10% OFF MY FIRST ORDER?

By signing up to our newsletter you can get 10% off your first order.  Please note that this applies to full price items only.

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.

 

SECURITY & PRIVACY

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.

 

PURCHASING ONLINE

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 240780.

 

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 for on-line and telephone orders.  

 

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, or alternatively by placing your order over the telephone on 01823 240780.

 

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.

Some of our styles have a 'back order' facility which will allow you to order a size that is not currently in stock but can be ordered, for despatch in 7-10 days.  In this case, you will see our 'Out of stock - order now for delivery in 7-10 days?' text, just before you place the item into your basket.  We will also follow-up with an email confirmation regarding the expected delivery date of your back-order style.

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

Our system updates stock availability on a daily basis, but in periods of high demand, certain items marked as "Available to Order " may have sold out or not be accessible for immediate dispatch. If this is the case we will notify you within 24 hours and advise you of an approximate delivery date and give you alternative options where possible, including the option to cancel your order and receive a refund.

 

RETURNING GOODS

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).

 

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.

Our returns address is: Returns Department, ECCOSHOESUK.COM, 9 North Street, Taunton, Somerset, TA1 1LH. 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.

 

 

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, unfortunately we are unable to offer free returns for customers who do not live on the UK Mainland.

You may return your items free of charge to any of our 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 240780.

 

HOW LONG WILL IT TAKE BEFORE MY RETURN IS PROCESSED?

Returns will be dealt with as promptly as possible and you will receive an automated email confirmation when your return is being processed.  At busy times it can take up to 7 days to process your exchange or refund, but our aim is to process your return within 48 hours of receipt of your returned goods. 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 customerservice@eccoshoes.com. If we fail to find a satisfactory solution, you may also use the European Commission online dispute resolution here for your complaint. This portal can be relevant when living in another EU-country. When filling in a complaint, please enter our e-mail address customerservice@eccoshoesuk.com