ECCO Customer Service

Why Shop Us?

We want to ensure that you have the best possible shopping experience. At we offer the widest collection of ECCO products that are in-stock and ready to ship to you within 1-2 business days, online exclusive items and special loyalty shopping benefits such as Free Ground Shipping and Free Returns. Visit our My ECCO page to learn more about our loyalty program. We believe that your shopping experience should be easy and we are here to help you shop with full confidence. We offer extended customer service hours, as we find many customers simply need help selecting the right size or color. For your convenience, you can also shop us on your mobile phone or tablet.

For faster checkout, you can register on our website and create an account. We also invite you to write a product review after your purchase. We welcome honest feedback and so do our customers. We are your official online ECCO store.

Payment Methods

We accept the following methods of payment.

ECCO Payment Methods

When placing an order on, your payment will be processed when your order is shipped. Your transaction is always secure. At this time only ships domestically and we can only accept orders paid with credits cards drawn on US banks. Our customer service team is here to assist you with any questions to make your shopping experience - exceptional.

Gift Card Policy

At present, ECCO does not sell, accept or redeem gift cards at our web site. If you purchase or receive an ECCO gift card, it may be redeemed for ECCO merchandise at stores and outlets owned and operated by ECCO. Gift cards may not be returned, redeemed or exchanged for cash except to the extent required by applicable law. Some state laws require gift card balances below a designated dollar amount be redeemable for cash upon a customer’s request. In California, for example, ECCO gift cards with balances under $10 may be redeemed for cash upon your request. Other states have similar laws and ECCO will redeem gift card balances in accordance with applicable law.


We want your shopping experience to be easy and enjoyable. We make every effort to ship your order as quickly as possible. Shipping charges are based on order merchandise value and a flat rate shipping fee. Click here to view our flat rate shipping chart. Merchandise ordered on is shipped via UPS Standard. For all standard shipping orders, we utilize UPS Surepost. UPS Surepost packages are picked up from our warehouse by UPS and delivered directly to your local post office for final delivery by your local postal carrier. Standard shipping usually arrive 7-10 days after processing your order; this may vary depending on your location. If you need your order more quickly or if there is no postal delivery in your area please choose a shipping option better suited for your needs either UPS Ground, 2nd Day Air or Overnight. We regret, at this time orders are not processed on Saturdays, Sundays or national holidays. Express shipping is available at an additional charge. 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 delivers Monday through Friday.

Click here for additional details on our Shipping and Returns Policies

Return by Mail

If for any reason you are not satisfied with your purchase, you may return it for a refund of the purchase price you paid minus all shipping charges. Items should be unused and unworn in order to be accepted for a refund. We will issue you a credit to your original form of payment. At this time, can only accept returns purchased through our website. All purchases made through an ECCO retailer or an ECCO retail store should be returned to their original place of purchase.

Click here for return form.

Return to Store

We now offer you the option to return your online purchase to an ECCO Store or ECCO Outlet. Non-participating stores are: ECCO Shoes Rancho Cucamonga in Rancho Cucamonga, CA, ECCO Shoes Scottsdale in Scottsdale, AZ, ECCO Shoes Aventura in Miami, FL, ECCO Shoes Boca Town Center in Boca Raton, FL, ECCO Shoes Millenia in Orlando, FL and ECCO Palm Beach Gardens in Palm Beach Gardens, FL. When returning your online purchase to a participating ECCO Store, please bring your your unworn/unused purchase, online order confirmation, packaging slip, credit card used when the online order was placed and ID. Please note that all returns must be returned to an ECCO owned store, not just a retail store that carries ECCO shoes.

Shop Everyday with Free Shipping and Free Returns = Join MY ECCO Loyalty

Joining our loyalty program is easy and you will start enjoying exclusive online shopping benefits right away. Our latest benefit offers you Free Shipping and Free Returns* to make shopping with us easy. Click here to join today.

MY ECCO Loyalty Benefits* Include:



Q. What are your customer service hours?

Our Customer Service Team is available to help you shop. Have a question about size, fit, style, color, anything at all - we are happy to help! Call 1-877-240-2365 during the hours of Monday - Thursday 9:00am - 6:00pm ET, Friday 9:00am - 3:00pm and Saturday & Sunday Closed or email us at We always welcome feedback or suggestions too.

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 please contact us.

Q. Can you accept international credit cards?

ECCO USA can only accept orders placed from devices with IP addresses within the US and only with credit cards drawn on US banks.

Q. Can you ship my shoes internationally?

No, at this time only ships domestically.

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

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 do you ship hazardous materials?

Some of our Shoe Care items, including aerosol sprays and alcohol-based products, are considered Hazardous Materials (HazMat) when in transit and are required by the U.S. Department of Transportation to be shipped by Ground-only transport, due to Federal Regulations. For these shipments, we can ship via USPS Sure Post or UPS Ground only, within the continental United States. These items will be noted in the item's product description. If your shopping cart contains any aerosol items, air shipment options will not be available when you select your shipping method on the checkout page, and your entire order will ship by Standard or Ground shipment. To send the non-aerosol items in your shopping cart via air, you will have to place a separate order for those products.

Q. How can I return my order?

Just send your 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 will be refunded the purchase price you paid minus all shipping charges. can only accept returns purchased through See our return policy for more information.

Q. Can I return my order at an ECCO Store?

You can return your order at a participating ECCO store or ECCO Outlet. Simply use our store locator to find your closest location. Bring your unworn shoes in their original box to the ECCO Store with your order & shipping confirmation email along the packing list included with your shipment and a valid photo ID and we will process your request. See our return policy for more information. Please note that independent retailers that carry ECCO shoes do not accept returns from

Q. Do you offer Free Returns?

Yes, if you join our MY ECCO Loyalty Program you will enjoy 'free shipping' and 'free returns' on all qualified purchases. It is free and easy to join, click here to learn more.

Q. Can I exchange the item I ordered for another item?

We are sorry, but we do not offer exchanges. Our product availability changes daily and because of this we cannot guarantee the availability of the exchange item in your size/color. We suggest that you send your return back and place your reorder at the same time. If we can help in any way, please don’t hesitate to contact our customer service team.

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 You can also find many laces at

Q. I saw ECCO shoes on eBay, are they real?

ECCO currently does not sell our products directly on eBay, nor do we supply any retailers on eBay. We cannot warranty or guarantee any ECCO products purchased through eBay resellers. In our endeavor to protect our highly valued brand, the fight against counterfeiting online as well as offline is a high priority to us.

Q. Can I return product to ECCO that I purchased on eBay?

ECCO does not accept returns for products purchased on eBay. We only accept returns for products purchased directly from our website or authorized ECCO retailer.

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

Unfortunately no, 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.

  • Free UPS Ground Shipping and Returns on Qualified Purchases
  • Advance notice on new collections, pre-order opportunities, sale events, and more...
  • Special surprise loyalty offers
  • Coming soon - personalized shopping recommendations

Contact Customer Service

Our Customer Service Representatives are here to help. Email or call us at 1-877-240-2365.

Customer Service Hours
Monday - Friday 9 am - 6 pm EST
Saturday Closed
Sunday Closed

Order Status/History

Check on the status of your order or review past purchases.

Find a Store

Experience your local ECCO store

ECCO Worldwide

Change Country