Information About Returns | ECCO® Shoes

If for any reason you are not satisfied with your purchase (including sale items), you may return the items within 14 days of receiving them for a refund. During Christmas Shopping Period (weeks 47-52) ECCO offers an extension and will accept returns until 20th of January. Orders placed 6th of January and beyond will have regular return period.

Please contact customer service on 1300 138 099 or via eccoau@ecco.com should you have any questions in relation to our returns policy.

Complete the following steps to return your order: 

1. Please complete the white returns form located within the grey postcard size envelope.

2. Wrap the shoes neatly within the shoe box and place the shoe box into the larger carton, sealing it. Should you no longer have the outer carton, please purchase an appropriate carton or bag from Australia Post. Do not use the shoe box as the return carton.

3. Please label the parcel, using the returns label included with the parcel. If you cannot locate the label, please contact eccoau@ecco.com to request a new label.

4. Take the shoes to an Australia Post office for return to us. Ask for a $0 receipt and retain as this contains the tracking number. All returns are processed on ECCO's Australia Post account and therefore free of charge to all customers.

Should you not locate the returns form, you may include a copy of the packing slip with your return or download the form from here 

All items need to be returned to us unmarked, without signs of wear and tear and in their original, undamaged packaging. For all footwear, please ensure to try them on somewhere they won’t get marked or damaged. If the returned item shows signs of damage or wear, ECCO reserves the right to decline a refund. In this unlikely event we will notify you by email and return the goods back to you.

Any refunds will be processed against the original credit card holder's details or back to the original PayPal account. You do not need to re-supply your original payment information with the return. Once received and checked through our warehouse, a refund will be processed with a confirmation email sent. For exact timing on when the fund will be credited to your account, please contact your bank.

Please note: No returns are offered at any one of our retail stores, including outlets. Retail Stores may assist customers with size exchanges only.