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We hope that our frequently asked questions section will help you find the answer to any queries you may have. We have highlighted the most common questions below for you. Any other information you may need about ECCO online, products or your order can also be found below.


Can I change my order?
Has my order been shipped?
Can I cancel my order?
How do I return an item?
Part of my order is missing
I have received a faulty item
I have received an incorrect item
Have you received my return?
When will I receive my refund?

If you can’t find the answer to your questions on these pages, please contact us at: [email protected] or call us at +46 10 138 8790.


My order
Delivery information
Question about a product
Technical problems


Can I change my order?

Unfortunately your order cannot be changed once confirmed. In order to ensure fast delivery, we will send your order immediately to the warehouse to be dispatched.

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Can I cancel my order?

No, unfortunately you cannot. Once we receive your order it will be processed immediately for quick delivery. If you no longer wish to have the items you will have to return upon receipt.

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Has my order been shipped?

An email of confirmation will be sent to you, as soon as your order has been dispatched from our warehouse.

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Can I track my order?

Depending on the carrier we send your order with, the dispatch email we send you may include a unique tracking number which you can use to track the progress of your parcel.

Please note that sometimes a parcel is not traceable. Should this be the case with your parcel, we kindly ask that you contact our customer service directly, so we can assist you. The processing time for us and the distributor may take 14 days.We always strive to work as quickly as possible, and ask for your understanding and patience.

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Part of my order is missing

If the delivery note says an item should be in your parcel but it isn't, please indicate this on the return form that you find in your package (return code 6 The products I ordered were not in my parcel). Alternatively, please get in touch with our Customer Service Team. Let us know your Order Number and the Item Number or Product Name of the item you expected to receive, and we'll look into it. 

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A mistake has been made with my order

Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and let us know.

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Do you deliver to my country?

Below is a list of countries we deliver to as well as area exceptions within those countries.  Please note that we deliver to residential and business addresses only.  Unfortunately we do not deliver to PO Boxes.

We deliver to:

  • Austria
  • Belgium
  • France ***Please note we do not send to Corsica.
  • Germany
  • Ireland
  • Italy
  • Luxembourg
  • Netherlands
  • Portugal *** Please note we do not send to Madeira or the Azores.
  • Spain ***Please note we do not send to Canary Islands, Balearic Islands, Ceuta or Melilla.

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Delivery Time

Our aim is to dispatch your products on the same day we receive your order. You can expect to receive your new ECCO products within 5-6 working days from the day you place your order.

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Do I have to pay customs and import charges?

No. All customs and import charges are included in the price of the order. However if taxes and duty have been levied on top of your order please get in contact with our Customer Service team for assistance.

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Do you deliver to PO Box addresses?

Unfortunately, we do not deliver to PO Box addresses for security reasons.

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How do I pay for my order?

At ECCO we continuously try to give you as many payment options as possible. Currently we accept payment by credit-/debitcard.

We accept the following credit-/debitcards

Visa Debit
Visa Electron
Visa Card Bleu
Maestro / EC Karte (Only if card number is on card)
UK Switch
EC Cash (Giro Card)
Ireland Laser

Please be aware that the billing and shipping countries need to be the same.

*All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us to maintain security and prevent fraud. We take security very seriously, and we do not store full credit-/debitcard details in our system, which mean that your creditcard information is secure with us.

*You can only pay with a credit-/debitcard that is issued in the same country as your shipping address.

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When will I be charged?

When you place your order your card will be authorised, and you will receive a confirmation email once your order has been successful. Payment will be taken first when we dispatch your order. If your card is not authorised, payment will not be taken, and you will be notified of that immediately on the webpage after you submit your payment details. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a short while.

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Is it safe to order online?

We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features

* Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
* Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
* Data Integrity - this checks the data being transferred to ensure it has not been altered.

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I have received a reminder invoice even though I have paid my invoice.

Reminder invoices are automatically sent out at the beginning of each month. Sometimes, the reminder is sent out before your payment was recorded.  In this case you can ignore the reminder. If you are unsure whether or not we have received your payment, please email our Customer Service team with your full name, email address, order number and account number.

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What are promotion codes?

Promotion codes are codes that can be used to obtain discounts. Discount codes are from time to time used as promotions. Make sure you receive the information about future promotions by signing up to our customer club.

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How do I use my promotional code?

Make sure you type your code in the appropriate box when you check out, and hit update to apply it to your order. If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

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I forgot to use my promotion code

Unfortunately, discount codes cannot be applied retrospectively. If you did not enter your discount code at the checkout, we can't apply it to that order or amend your payment later on.

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How do promotion codes affect my right to return an order?

If a promotion code was applied to your original order, your refund amount will be adjusted to reflect this. Unfortunately, we cannot re-issue a promotion code, even if your original order is returned to us.

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How do I return an item?

We try to make sure everything we sell will make you happy, but if you do ever need to send anything back to us, you can find return instructions on the return note that will be put in your package, or check out our Returns Policy. When you return something, it is important that you save your return tracking number, as this proves that you sent it back to us if it gets lost in transit.

In case you want to return an item you bought at it is not possible to return the item to a physical store.

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I have received a faulty item

We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please contact customer service and provide photos of the faulty item. After receiving photos of the defect we are responsible for the return. You need to return the items to us within 28 days of receiving your package. 

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I have received an incorrect item

If you have received an incorrect item, we sincerely apologise. Please return the items to us within 28 days of receiving your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).

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Have you received my return?

It takes around 10 working days for us to receive and process your return.

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When will I receive my refund?

Refunds will be processed within 3 days after we receive your items in the warehouse.  Please note that it may take 5-10 working days for the refund to appear in your bank statement and this is dependent on the card issuers and are out of our control. We will credit your refund to the same card you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), please contact Customer Service and we will refund your money through a bank transfer.

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You have refunded me the wrong amount

If you think you have been refunded the wrong amount please contact the Customer Service team quoting your order number and the required refund amount.

Please note: Delivery charges are non-refundable so you will be refunded the full value of the items returned less the delivery charges.

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Why have you not refunded the return postage charge?

If you are returning items because you have changed your mind, the cost of the return fee is 6€. However, if we sent you the wrong item or something faulty, just contact Customer Service and we will help you to send it back free of charge.

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How do I sign up for the newsletter?

To be kept up to date about new products and the latest offers, you can sign up to the newsletter at the bottom of this page.

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How do I unsubscribe to your newsletter?

You can unsubscribe by clicking the unsubscribe link at the bottom of your newletter.  If you are still receiving newsletters from us, please contact Customer Service to help you further.

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Can you provide more information about a product?

We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes description and images. If you have any other questions though, please contact Customer service quoting the product name, and we'll do our best to answer your questions as soon as we can.

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I have seen something advertised but cannot find it on the site

Just type the name of the item or its code into the search box at the top of the homepage, and it will take you straight to the right page, unless the item is sold out or not available in the webshop.

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I am having trouble using the shopping bag

Any item you add to your shopping bag will be reserved for you for two hours while you continue shopping. After this time, items will be removed from your basket and other customers will be able to buy them. If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.
If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

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Other Technical Problems

If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system and web browser.

If you're still having problems using our site, please feel free to contact our Customer services and we'll be happy to help. To help us look into your problem please try to include as many of the following details as possible: Your operating system (e.g. Windows Vista, Mac OS 9.0), internet browser (e.g. Internet Explorer 8, Firefox 3.5), what URL you were trying to access (e.g. and what time the problem occurred. Please cut and paste any error message that appeared on the screen into the email.

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How do I contact you?

If your question was not answered by one of the entries on this page please contact customer service and we will be happy to help you. We will get back to you as soon as we can and do our best to answer all queries within 24 hours except weekends.

Please fill in the form here to get in touch with customer service or call us at +46 10 138 8790.

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Contact us

Call us

+46 10 138 8790 Monday to Friday, 7:00 - 18:00 CET

[email protected]

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