Dear ECCO Customers,
At ECCO we're taking steps to stay safe and keep spirits high as we navigate these extraordinary times.
We have closed all our stores, but you can shop our full collection online from the comfort and safety of your own home.
If you have questions, you are always welcome to contact our Customer Care. We are ready to help.
Please take care & stay healthy,
THE ECCO TEAM
How to return items?
1. Please send an e-mail to email@example.com. In the email please specify:
2. The next week day GLS will show up at the given address to pick up the return (and applies a GLS label to the parcel, the label will contain the order number).
Please notice that it is currently not possible to return the items purchased online to physical ECCO stores.
How to return items delivered by carrier?
In the package containing your items you can find also return label and return form. If you don’t have the return documents, we recommend to make the return in selected ECCO stores or to follow instruction below. In case of additional questions, please contact ECCO Customer Care at firstname.lastname@example.org
Step 1: Complete the return form by marking the appropriate box with the reason for your return. If you don’t have the return form, please proceed to step 4. The return form is not mandatory for the return to be processed.
Step 2: Place the return form inside the box with the item.
Step 3: Send this form with the items you wish to return.
Step 4: Stick the prepaid return label on your box (Please do not stick the prepaid return label on the original shoe box)
Step 5: Deliver the package to the closest Parcel Point.
You can follow your return within 48 hours, using the tracking number here. The tracking number is found on the prepaid return label above the bar code. We strongly encourage you to keep your receipt or postage confirmation.
For more information about returns, please see our Return Policy.
It takes around 10-12 working days for us to receive and process your return. As soon as your return is registered and processed at our warehouse, we will refund you the purchase amount and notify you via email.
We will refund you to the same payment method you used when placing your order. The refunded amount will be visible in your bank account within 2-10 days, after receiving a return confirmation via email.
You can track your return parcel by using the tracking number from your return label here.
It takes around 10-12 business days for us to receive and process your return. We will refund you the purchase amount to the same payment method used when placing your order. The refunded amount will be visible in your bank account within 2-10 days after you receive a return confirmation via email.
Once we receive your order it is processed immediately for quick delivery. When you receive your shipping confirmation, it’s no longer possible to change or cancel your order.
If you wish to return any items from your order, please find the grey envelope included in the box which contains a return form and a pre-paid return label.
You can track your order using the tracking number, found in the shipping confirmation email "Your order has been shipped". It can take up to 8-9 working days before you can track the order via Hermes or Parcel Force tracking.
To track your order, please click here.
You’ll receive a shipping confirmation via email as soon as your order is shipped from our warehouse.
It can take up to 8-9 working days before you can track the order via Hermes or Parcel Force tracking. To track your order, please click here.
All shipping is free. No matter what or how much you buy in our ECCO Online Shop.
Below is a list with the area exceptions we do not ship to. Please note that we deliver to residential and business addresses only. Unfortunately, we do not deliver to PO Boxes.
We do not deliver to:
Denmark ***Please note we do not ship to Greenland or Faroe Islands
Finland ***Please note we do not ship to Åland
France ***Please note we do not ship to Corsica
United Kingdom **Please note we do not send to The Hebrides, The Isle of Man, The Isles of Scilly, The Shetland Islands or The Channel Islands.
The time required for the ordered goods to be delivered to you includes the time necessary to prepare the ordered goods for shipment and the time of delivery of the goods by Hermes or Parcel Force.
Questions regarding a product bought in a local ECCO store, such as returning or claims, you should contact the local ECCO store where you bought your product and they will assist you in the best possible way.
You can find details regarding local ECCO stores here.
You use a promotional code by typing it in the appropriate box in 'Your basket' before checkout.
You will find additional information regarding the promotion in the disclaimer attached to the code.
You can return your order within 30 days. If a promotion code was applied to your original order, your refund amount will be adjusted to reflect this. We are not able to re-issue a promotion code.
We offer the following payment methods:
You will receive an order confirmation which contains the link to your PayPal payment. If for some reason, the payment process is interrupted, this link offers you the chance to reprocess your payment with PayPal.
The amount will be credited to your PayPal account, unless you have paid as a guest. In that case, the amount will be credited to your bank account.
Due to security reasons we are not allowed to place an order on your behalf.
You are more than welcome to contact our Customer Care team to get an assistance with your online purchase.
When paying with credit card, the full purchase amount of your order is reserved on your bank account.
The amount will be debited from your card once the order is shipped.
To help ensure that your shopping experience is safe, simple and secure our ECCO Online Shop uses industry standard Secure Socket Layers technology (SSL).
If you look at the location (URL) field at the top of the browser during checkout, you will see it begins with ‘https://’ instead of the normal ‘http://’. This indicates that you are in secure mode.
To ensure your information is kept private, we do not store any payment information in our database.
By following 3 easy steps: Clean, Care and Protect will help you to prolong the look and feel of your shoes.
Cleaning your shoes with our water-based cleaning products will effectively remove built-up dirt and revive the leathers while enhancing the product's freshness.
Care products soften, moisturise and improve the leather’s elasticity. The care products give the shoes back their shine and prevent leathers from drying out.
Finish the routine by using one of our protecting products to Protect the leather against harsh weather conditions and keep rain and stains away.
To find the perfect Clean-Care-Protect products for your shoes please see the product recommendations on our site when you put the desired shoes in the basket, or contact our Customer Care by providing the name and article number of your shoes, and we will get back to you with a customised care product recommendation.
You can exchange an article by returning it and then placing a new order in the desired size or colour.
You can either create the order right away or await the refund of your returned order. However, we recommend placing the new order as soon as possible, as we do not have the possibility to reserve goods in our system.
We aim to ship your products on the same day we receive your order. You can expect to receive your ECCO products within 8-10 business days from the day you place your order.
You can track your order using the tracking number, found in the shipping confirmation email "Your order has been shipped".
It can take up to 8-9 business days before you can track the order via Hermes or Parcel Force tracking. To track your order, please click here.
Estimated fulfillment time of your order is 2-7 business days. As soon as your order is completed and ready for pick up, you will be notified by e-mail.
If you cannot pick up your order on time, we kindly ask you to contact our Customer Care by phone: +44 20 3769 4070.
Benefits of having My ECCO:
KRM reserves the right to take any such action as it deems necessary in the event that it suspects any fraudulent or unlawful activity, including without limitation, terminating access to the Web Site, terminating any accounts and/or cancelling any order for products.
All register users will be notified about any amendments to the using the electronic means (on the email address that you provided when creating an account or making an order). The notification will be sent at least 30 days before the amendments come into force. .
Use of Web Site
In order to browse and use the Web Site you should possess a device having access to the Internet with a web browser installed. In order to use the Web Site and buy the products available on the Web Site you should also have an active email account.
You will not use the Web Site for junk mail, 'spamming' solicitations (commercial or non-commercial), chain letters or bulk communications of any kind, including but not limited to distribution lists to any person who has not given specific permission to be included on such a list.
You will not transmit, distribute, introduce or otherwise make available in any manner through the Web Site any computer virus, key loggers, spyware, worms, Trojan horses, timebombs or other malicious or harmful programming (collectively, "Viruses").. You may not use the Web Site in connection with requesting, harvesting, obtaining or storing any personal information, passwords, account information or information about other users of the Web Site. You may not use any data mining, robots, or similar data gathering and extraction tools in connection with the Web Site. If you download software or any other content from the Web Site, you do so at your own risk.
Copyright and Trademarks
Certain trademarks, trade names, service marks and logos, icons and domain names used or displayed on the Web Site are registered and unregistered trademarks, trade names and service marks owned by ECCO Sko A/S and/or our affiliates. Other trademarks, trade names and service marks used or displayed on the Web Site are the registered and unregistered trademarks, trade names and service marks owned by their respective owners and used with permission by KRM. Nothing contained on the Web Site grants or should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademarks, trade names, service marks or logos displayed on the Web Site without KRM's written permission or the written permission of such third-party owner.
You are prohibited from posting, uploading, submitting, sharing or transmitting any unlawful, threatening, infringing, libellous, defamatory, obscene, inflammatory, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offense, give rise to civil liability or would otherwise violate the law. KRM will fully cooperate with any law enforcement or regulatory authorities or court order requesting or directing it to disclose the identity of anyone posting any such information or materials.
We will, but are not obligated to, monitor or review any User Communications. We shall have no obligation to use, return, review, or respond to any User Communications. We act merely as a medium for distribution of User Communications and will have no liability related to the content of any such User Communications, whether or not arising under the laws of copyright, libel, privacy, obscenity, or otherwise. You agree to notify KRM of any objectionable User Communications. All and any User Communication will be removed from the Web Site as soon as we learn about its unlawful character.
We may suspend or terminate your use of the Web Site at any time, for important reasons such as the site being hacked, discovery of technical issues which could be a potential issue to our customers. We reserve the right to change, suspend, or discontinue all or any aspect of the Web Site at any time without notice.
Purchasing Products and Returns
We try to dispatch and deliver to you the ordered goods as soon as possible. Dispatch times may, however, vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure. We deliver free of charge.
You accept that all communication regarding the order including order confirmation, invoice, shipping information, confirmation of the contract conclusion etc. is done via e-mail.
We accept the following cards: Visa, Visa Electron, Mastercard credit and Mastercard debit.
When paying with credit or debit card, the full amount is reserved on your account by us and payment is debited from your card only at the time of dispatch of your products.
All fees and charges related to the above payment methods are covered by ECCO Online Shop.
The conditions of potential use relating to any discount code will be specified at the time of issue.
When you shop with us, we want you to be completely satisfied. If you are not satisfied with a purchase made at the Web Site, you may withdraw from the contract concluded with us and return the ordered goods for a refund of the purchase price. We can only accept returns purchased through this Web Site. All purchases made through another ECCO sales point must be returned to the original place of purchase.
Just return your unused and unworn item to us within 30 days upon receipt of the item at:
KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
The deadline of 30 days is counted from the date when the ordered goods have been delivered to you.
We will reimburse the purchase price of the goods being subject to the withdrawn contract not later than within 14 days counted from the date when we obtain your statement on withdrawal. Please note, however, that we may suspend the reimbursement until we receive the returned goods.
In order to speed up the return the reimbursement of the purchase price you may also apply our return procedure:
How (most easily) to return an item
Step 1: Complete the return form by checking the appropriate box with the reason for your return if you wish to inform us why you are returning the products.
Step 2: Place the return form inside the box with the products.
Step 3: Send this form with the products you wish to return.
Step 4: Stick the prepaid return label on your box (Please do not stick the prepaid return label on the original shoebox.)
Step 5: Deliver the package to your closest UPS store. You may find the closest drop off location at: https://www.ups.com/
Returns may take time
It can take approximately 21 days for us to receive your return to our warehouse. We strongly encourage you to use our prepaid return label included in the parcel and to keep your receipt as proof of postage.
Your refund will be processed in the original form of payment within 2 business days, as soon as we have received your goods in the warehouse. You will be notified via email when this transaction has taken place.
Your banking institution may require additional days to process and post the “return” transaction to your account once they have received the information from us.
Please note that if you do not use the provided prepaid return label, you are responsible for the goods until they reach our warehouse.
If you do not use the provided prepaid return label in order to return the goods, you are obliged to cover the direct costs of the goods returning. We are responsible for return shipping costs if we have sent wrong or defective goods.
The returned goods should not be used in the manner not necessary to verify their character, features and functionality. You may try on the products, but you should not wear them. If you return a used, worn or washed item that is not approved by our quality control, we cannot send the item back to you.
If you receive a defective/wrong item or a damaged parcel with missing items the easiest way to handle this is if we get photographic evidence of this. Please send a photo to our Customer Care team so we can investigate further - we are then responsible for the return.
Based on your return instructions in the return authorization form, we will issue you a credit to your card. We can only issue credit to the same card used for the purchase. We do not have title to the returned products until the item arrives at our returns department. Alternative returns policies may apply to particular products and product lines.
If you have any questions about our returns process, please contact Customer Care.
This Web Site may contain links to other web sites that are not owned, operated or controlled by KRM or its affiliates (each a "Third-Party Site"). All such links to Third-Party Sites are provided solely as a convenience to you. If you use these links, you will leave our Web Site. We are not responsible for your access to or use of any Third-Party Site. We do not endorse, guarantee, or make any representations or warranties regarding any Third-Party Site, or any content or information accessible from such Third Party Sites, or the results that you may obtain from using any Third-Party Site. If you access any Third-Party Site linked to or from the Web Site, you do so entirely at your own risk.
If you intend to create any link from another web site to any page on this Web Site, you will inform us via email at: email@example.com
We reserve the right to prohibit any such link at any time. Any permitted links to the Web Site must comply with all applicable laws, rules, regulations and our internal policies. Running or displaying the Web Site or any Content in frames or similar means on another web site without our prior written permission is prohibited.
Product Warranty and claim handling
We are obliged to deliver to you the ordered goods free of any defects.
In case the ordered goods have defects, you have the right to:
• file a declaration on a reduction of the price;
• withdraw from the contract;
• demand exchange of the defective product for a product free from defects;
• demand from the seller to immediately remove the defects.
The right to file a declaration on a reduction of price or withdrawal from the contact does not apply in case when we immediately and with no excessive inconveniences exchange the defective product for one free from defects or immediately remove the defect. This limitation, in turn, does not apply where the product has already been exchanged or repaired by us, or we have not discharged the duty of exchanging the product for one free from defects or removing the defect.
You may request a replacement for a product free from defects rather than removal of the defect proposed by the seller, or request the removal of the defect instead of replacement for a product free from defects proposed by the seller.
If it is impossible to remove the defect and to bring the product to conformity with the contract in a manner chosen by you or it involves excessive costs in comparison with the manner proposed by us, we may replace the defective product for a product free from defects regardless of your request in this respect.
If you have a complaint regarding the products you have received please contact our Customer Care and they will inform you how to proceed and what information we need in order for us to process your complaint.
Nr telefonu: +48 22 11 65 780
We will confirm the receipt of your claim and respond to your request in this respect within 14 days. Otherwise, if you have requested that the product be replaced or the defect be removed or filed a declaration on reduction of the price specifying the amount by which the price is to be reduced, the request should be deemed to be considered justified by us and we would be obliged to comply with the request.
We are responsible for the product defects if they are detected before the lapse of two years counted from the date when the product was delivered to your address. Your claim for the removal of the defect or replacement of the product sold for one free from defects is limited to one year, counting from the date of detecting the defect; however, the above limitation period may not cease to run before the elapse of the two years period counted from the date of delivery of the product. Your right to withdraw from the contract or to reduce the price due to the products’ defects is also limited to one year counted from the date of detecting the defect; however, if you have requested replacement of the product for one free from defects or removal of the defect, the time limit to submit the declaration on withdrawal from the contract or reduction of the price begins to run upon ineffective lapse of the time limit for exchange of the product or removal of the defect.
Governing Law and venue
Alternative methods of dispute resolution
Using alternative methods of dispute resolution is voluntary. The below provisions have only informative character and do not constitute any obligation neither for you nor for KRM.
If we fail to find a satisfactory solution, you can lodge a complaint with the Polish Consumer Centre if conditions are met. You may also use the European Commission online dispute resolution here to register your complaint. This portal can be relevant when living in another EU-country. When filling in a complaint, please enter our e-mail address firstname.lastname@example.org
As a consumer you also have the right to seek extrajudicial procedures if we do not agree with you regarding your complaint. You then have the right to ask for intervention of a neutral entity such as a mediator, consumer advocate, social organization etc. You can read more about your right on https://www.uokik.gov.pl/sprawy_indywidualne.php
Remedies for Breach of these Terms by You
If your ability to access and/or use the Web Site or any other service provided to you by KRM is discontinued by us hereunder, then you agree that you shall not attempt to re-register with or access the Web Site, any other service provided by KRM, through use of a different member name or otherwise.
We respect the intellectual property of others, and we expect users of the Web Site to do the same. If you believe that your work has been copied and is accessible on our Web Site in a way that constitutes copyright infringement, you may notify our designated Copyright Agent at the following:
KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
or at email: email@example.com
We recommend that the claims of copyright infringement be in writing and include the following information: (i) an electronic or physical signature of the person authorized to act on behalf of the owner of the copyright interest; (ii) a description of the copyrighted work that you claim has been infringed, including the URL (i.e., web page address) of the location where the copyrighted work exists or a copy of the copyrighted work; (iii) identification of the URL or other specific location on our Web Site where the material that you claim is infringing your copyright interest is located; (iv) your address, telephone number, and email address; (v) a statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law; and (vi) a statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the copyright owner's behalf.
Access to and use of the Web Site is made available only to people who can form legally binding agreements under applicable law. The Web Site is intended for a general audience and is not intended to be used by minor children. Children accessing the Web Site should obtain the permission and assistance of a parent or legal guardian. If you allow your minor child or a child for whom you are a legal guardian (a "Minor"), to access the Web Site, you will be solely responsible for: (i) the online conduct of such Minor; (ii) monitoring such Minor's access to and use of the Web Site; and (iii) the consequences of any use of the Web Site by such Minor.
We welcome your comments and questions. Please contact us at:
KRM (Polska) sp. z o.o.
Telephone: +48 22 11 65 780
E-mail : firstname.lastname@example.org