Frequently Asked Questions

01. 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 on 1300 138 099 or email us at eccoau@ecco.com

02. 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.

03. Can you ship my shoes internationally?

At this time au.shop.ecco.com only ships within Australia.

04. 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.

05. 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.

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

ECCO has a country wide network of distributors. Use our store locator to find a retailer near you.

07. Are ECCO shoes waterproof?

Only ECCO Shoes that include GORE-TEX ™ lining are waterproof. This information is included in the product description is applicable.

08. 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.

09. Can I wash my shoes?

We do not recommend this as laundry soap removes the softening agents in the leather. As a result the leather can become hard and shrink.

10. 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.

11. What size should I order?

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

12. How can I return my order?

Just send your unused and unworn items to us within 14 days of shipment with the return receipt (on the back of the packing slip) included in your shipment. You may return it via reply paid for a refund of the purchase price. au.shop.ecco.com can only accept returns purchased through au.shop.ecco.com.

13. 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.

14. 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 48 business hours of receipt. Australia Post standard delivery will arrive within 2-10 business days of shipment. For Express service it is next-day-delivery. ECCO processes orders from Monday to Friday.