FAQ

What are your customer service hours?

Our customer service is available to help you Monday to Friday from 8.30 AM to 5 PM AEST, 1300 138 099 or email us at eccoau@ecco.com.

Can you ship my shoes internationally?
au.shop.ecco.com only ships within Australia.
What if I have a problem with an order I've received?

If you have questions, need help with an order you've received, or if you need to return an item please see the information on your packing slip. You can call us at 1300 138 099 or email us at eccoau@ecco.com.

How long will it take to get my order?

Your orders are automatically accepted into our ordering system the minute you hit submit. ECCO dispatches orders Monday to Friday with no dispatches occurring over the weekend. Your order will leave our warehouse within 2-3 business days. During sale or special promotion periods and due to the high volume of orders, please allow 3-4 business days for dispatch. Depending on your location, Australia Post standard delivery will arrive within 2-10 business days of the shipment date. To check your area please visit Australia Post's website.

How do I check on the status of my order?

Use our Track Your Order page located in the My Account section and the footer to see your order history.

What Payment methods do you accept?

We accept the following methods of payment.

Visa Master Card AmexPayPal

When placing an order on au.shop.ecco.com, your payment will be processed when your order is shipped. Prior to shipping, all funds are held as pending by your financial institution. Your transaction is always secure. At this time au.shop.ecco.com only ship within Australia. Our customer service team is here to assist you with any questions to make your shopping experience exceptional.

How can I return my order?
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 (during the Christmas Period ECCO offers an extension of 14 days) for an exchange or refund. 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. At this time, au.shop.ecco.com can only accept returns purchased through our website. All purchases made via an ECCO Retailer Store or an ECCO Distributor should be returned to their original place of purchase accompanied by the receipt / proof of purchase (credit card statement also accepted). Please refer to our Shipping and Return Policies for additional information.
How can I best prevent my ECCO shoes from losing their original shape?
This is best done by using shoe trees when the shoe isn't being worn. The best types are shoe trees made out of unvarnished sandalwood, which also extracts moisture from the leather.
What size should I order?
ECCO shoes are manufactured in European sizes. Please use our size conversion chart to find your size, located on each product page or visit one of our Stores where the staff will happily assist by measuring your feet, recommending and fitting styles.
How do I find out where my nearest ECCO distributor is?
ECCO has a country wide network of distributors. Use our store locator store locator to find a retailer near you.
Can I wash my shoes?
We do not recommend this as laundry soap removes the softening agents in the leather. As a result leather can become hard and shrink. For this reason washing your shoes may void any warranty.
Are ECCO shoes waterproof?
Only ECCO Shoes that are made with Gore-Tex ™ lining are waterproof.
Do you have a warranty on your products?

Yes, ECCO has a 1 year limited warranty that all of our products are free from any manufacturing or material defects (wear and tear not included). If you have any questions about a product you bought at au.shop.ecco.com please contact us.

What should I do if my shoes do become wet?
Give the shoes plenty of time to dry. Remove the insole and let the shoes dry naturally and never expose them to artificial heat which can damage and distort them.
Do ECCO shoes come in various widths?
ECCO's line of shoes utilizes a unique type of fit. Due to this our shoes are able to fit a very wide variety of feet. ECCOs 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. This restricts the natural spreading of your toes under the pressure of walking. This "Freedom Fit" allows the toes to move freely as you walk.