ECCO Shipping and Returns Policy

FREE SHIPPING for all orders over $175. A $10 Flat rate charges apply for orders under $175

Delivery Policy – Online and Retail

All order are shipped via Australia Post standard E-parcel service.

Upon receiving your order, ECCO shall endeavour to dispatch as soon as possible. Should for any reason a product not be available, we shall contact you either by phone or email prior to dispatch for further instructions. ECCO products that are in-stock will be shipped within 2 - 3 business days (Monday – Friday). During sale or special promotion periods, due to the high volume of orders, please allow 3-4 business days (Monday – Friday) for dispatch.

In addition to the advised processing days, please add a few days for Australia Post to ship and deliver your order. Standard delivery may take longer to Western Australia, Northern Territory, Tasmania and to certain rural areas.

For exact delivery times, please select the tracking number from your shipping information email which will take you to Australia Post's website or select the link: https://auspost.com.au/

Parcels picked up from our warehouse by Australia Post are delivered directly to your local distribution centre for final delivery by your local postal carrier. Based on the phone number and email address entered on your order, Australia Post will provide updates regarding delivery. In most cases should no one be home to receive the delivery, the driver will take the parcel to your local post office for collection.

PO BOX DELIVERY ADDRESSES ARE WELCOME

For deliveries to PO Boxes, when creating your order, please enter as Postal Box. Our system does not accept abbreviations such as PO Box or P.O. Box.

Any uncollected parcels left at your local Post Shop will be returned by Australia Post to ECCO and may be subject to a re-delivery fee.

RETURNING / EXCHANGING YOUR PURCHASE

Free Returns is Back!ECCO has listened to all customer feedback and are happy to advise Free Returns for all online and in-store purchases has been re-implemented

From May 11, all online purchases will now include an Australian Post returns label. Please fix this label to the outer carton, not the shoe box

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. If the returned item shows sign of damage or wear ECCO has the right to decline a refund. In this unlikely event we will notify you by email and return the goods back to you.

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

Complete the following steps to return / exchange your order:
1. Please complete the white online 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 fix the Australia Post returns label to the outer carton, not the shoe box


3. Please write down the DLH number from the return label for tracking purposes


4. All Returns to the below address: ECCO Shoes Unit 2, 40 Carrington Rd CASTLE HILL NSW 2154

5. Take the shoes to an Australia Post office for return to us.

Should you not locate the online returns form, please contact our office for further assistance.

Any refunds will be processed against the original credit cardholders details or back to the original PayPal account. 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 exchanges when presented with a copy of the order confirmation or tax invoice, indicating style, price, and purchase date.

FAULTY ITEMS

ECCO takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, ECCO will happily offer an exchange, repair or refund of the purchase.

All assessments of faulty items will be conducted fairly and without bias.

If you believe you have received a faulty item or there has been an error with your shipping, please contact us on 1300 138 099 or eccoau@ecco.com

Naturally, if your product is faulty or incorrect, ECCO will pay for the return delivery of the item.

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).

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