Frequently Asked Questions

Q. Does ECCO collect sales tax?

ECCO is required by law to collect applicable sales tax on all purchases shipped to states in which ECCO has a physical location or its affiliates operate in. The amount of sales tax that will be added to your order is based on the state to which your order is being shipped, the standard sales tax rate in that area and the total dollar amount of your order. Some states regulate that we must charge tax on the shipping charges as well.

Q. 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. But this isn't a guarantee against wear and tear. If you have any questions about a product you bought at us.shop.ecco.com please contact us.

Q. Can you ship my shoes internationally?

No, at this time us.shop.ecco.com only ships domestically. ECCO can only accept orders paid with credit cards drawn on US banks.

Q. How do I check on the status of my order?

Use our Order Status link located in the header menu and enter your order number, or you can enter your email address and see your entire order history.

Q. 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 1-877-240-2365 or email us at eccousa@ecco.com.

Q. How do I find out where my nearest ECCO distributor is?

ECCO has a country wide network of distributors. This means that there is a very good chance that there will be a store near you. Use our store locator to find a retailer near you.

Q. Are ECCO shoes waterproof?

Only ECCO Shoes that are made with Gore-Tex ™ lining are waterproof.

Q. 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. 

Q. Can I wash my shoes?

This is not a good idea. Laundry soap will remove the softening agents in the leather and the leather would become hard and shrink.

Q. 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. 

Q. What size should I order?

ECCO shoes are manufactured in European sizes. Please use our size conversion chart to find your size. 

Q. How can I return my order?

Just send your unused and unworn items to us within 60 days of shipment with the return receipt which was on the back of the packing slip included in your shipment or use a return form. You may return it for an exchange or refund of the purchase price you paid minus all shipping charges. Us.shop.ecco.com can only accept returns purchased through us.shop.ecco.com. 

Q. Where can I get new shoe laces?

ECCO does not stock the original laces for all shoes; however we can send you a replacement lace. Please email your requests to eccousa@ecco.com. You can also find many laces at www.shoelacesexpress.com.

Q. Can I use a prepaid credit card to purchase?

Unfortunately no, us.shop.ecco.com does not accept prepaid credit cards on our website due to our selected fraud filters. 

Q. 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.

Q. How long will it take to get my order?

Your orders are automatically accepted into our ordering system the minute you hit submit. Your order will leave our warehouse within 72 business hours of receipt. UPS standard delivery will arrive within 7-10 business days of shipment. ECCO does not process orders on Saturdays, Sundays or holidays. For Express delivery, orders must be placed by 12:00 pm EST to be shipped same day. Orders placed after 12:00 pm EST will ship the following business day. UPS shipping schedule is Monday through Friday.