ECCO Shoes FAQ

Why choose ECCO shoes?

There are five good reasons for choosing ECCO.

  • Extremely light and flexible soles
  • The most supple of leathers for the relatively unstructured uppers
  • Wonderful lasts which fit your feet - not the other way around
  • Subtle colours
  • And the inimitable ECCO style.

And because style is essential too, we think you'll agree that ECCO shoes look as good as they feel.
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What happens if I do not like the shoes or they do not fit?

No problem, we will exchange, or refund the shoes provided they are unworn and in the original box. Please return to us within 28 days of purchase. See Returns Policy below.

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Returns Policy

We hope you will be delighted with your shoes.

If you are not completely happy with your purchase, please return them to us for a refund or exchange. You have 28 days in which to return them for a refund, from the date that you receive them.

After 28 days, at the discretion of ECCO Oxford, you may be entitled to an exchange, or credit note, which can be used at ECCO Oxford, or via www.ecco-shoes.co.uk.

The cost of the return postage is the responsibility of the customer.

For returning  goods, please ensure the following:

  • Items must be in their original condition, unworn and returned within 28 days of receiving them.
  • The original shoebox must be used. Shoe boxes received with tape and addresses written on them will be charged at £5.00, as it causes considerable work for our team and we don't have replacement boxes.
  • The box should be packed in an outer bag as it was received.
  • The "Refund/Exchange " form, which is enclosed with your order must be completed and returned together with your return items.
  • The original till receipt or a copy must be placed inside the box.


We recommend that you obtain proof of delivery for your return as we are not liable for goods lost in transit.

We will then process your exchange, or refund the cost of the shoes to your card. Please help us by providing a contact telephone number for processing queries only. Please allow 14 days for the refund to be processed and the details to show on your card account.

If you require an exchange there is an additional postage charge of £5.00. We are unable to send out an exchange until the returned shoes are received. If you require the replacement shoes by a certain time, we suggest you place a new order we will then treat the returned pair as a return.

In the unlikely event that we dispatch the wrong shoes to you, or shoes that you believe are faulty, please return them to us, with full details and after investigation we will also refund your postage as well as refunding, or exchanging the shoes.

We can only accept returns of goods purchased from ourselves here at ecco-shoes.co.uk, eccogolf.co.uk or ecco-oxford.co.uk. If you purchased them from another stockist you will need to return them to that stockist.

Please note that due to the nature of shoe care products, these items are non-returnable.

Your statutory rights are not affected by these statements. Click here for more information.

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Payment by Credit/Debit Cards

We accept payment online by VISA and Mastercard. We are unable to accept payment by  Diners or Amercian Express. For telephone orders, we are able to accept payment by VISA, Mastercard and Maestro.

I know my English sizing how do I convert to ECCO sizing?

Please check against the size conversion chart.
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What do I do if I have forgotten my password?

We can email your password to you if you are able to provide us with the email address and surname that you signed up with.

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What is the address of ECCO Oxford, and how do I find the shop?

Please refer to our Contact us pages to find details of ECCO Oxford's address and location within Oxford city centre.
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Why do you ask for my email address/telephone number etc.?

We ask for details so that we can contact you in case there is a problem with your order. We do not make your details available to any other companies. directoyou is the name of the mail order division of ECCO Oxford, so you may receive information from them. Need to know more? Click here for privacy policy.
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Why are there shoes on the site that are not in stock?

We are sorry if shoes you have ordered are sold out or delayed. We have a good stock in our shop and we can also order stock, if available, for you from a warehouse in Denmark. If the shoes are in the warehouse, we can usually despatch these to you in 10-14 days. If the shoes are not in stock in Denmark we are sometimes given a due in date. In this case we will contact you. Stock availability is always better at the beginning of the season.

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Can I have free post and packing on my order?

We run special times when all P & P is free on first shipments.

These times are promoted on our home page.

At other times Post & Packing is charged as follows:

Delivery charge for shoes is £5.00
Delivery charge for insoles or shoes care products is £2.00

Shoe care products are delivered free of additional charge when ordered at the same time as the shoes.

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How are my shoes delivered?

Orders are dispatched via FedEx, or Royal Mail. Please allow up to 5 days for standard delivery, although the majority of deliveries are completed within 2 days. Next day delivery is available at a cost of £10.00.

When your goods are dispatched, we will email you a confirmation of this and a tracking number for your parcel.

We will usually dispatch orders placed before 2pm on the same day, orders placed after 2pm will usually be despatched on the following day. At present we only dispatch goods Monday to Friday.

We are only able to deliver to UK, N.Ireland, and Channel Islands. We deliver to the address of the card holder, if payment is made by credit or debit card. If more convenient, we can deliver to an alternative address but require the full address of the card holder and a contact landline telephone number.

Delivery times may vary depending on stock levels. If we have to order your shoes in from Denmark, we will endeavour to deliver them within 14 days. If there is any delay to your order - we will contact you by phone or email.

ECCO Oxford does not charge you for your shoes until they are dispatched, from us to you.

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I forgot to tell you something about my order, what do I do?

If it is before 1pm, and the order was placed in the last 24 hours then the order is unlikely to have left the shop. Phone us on 01865 728728. Please tell us that you have placed an order and your name and postcode.
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I have bought ECCO shoes, how do I clean them?

Refer to the shoe care guidelines below for cleaning details:

Waterproofing spray
ECCO® Universal Spray helps to guard against staining and water penetration.

Smooth leathers
Use a slightly damp cloth to remove excess dirt. Dry naturally, away from direct heat. The leather will remain soft and supple with ECCO® Daily Care Cream. For instant shine use ECCO® Shoe shine sponge.

Nubuck, Suede & Textiles
Before wearing for the first time, use ECCO® Universal Waterproofing Spray, to help protect them. Use ECCO® Nubuck & Suede Eraser or ECCO® Suede Brush to remove dust and dirt and restore the nap to the shoe. Heavy stains can be removed with a ECCO® Foam cleaner. Take care not to over wet the shoes. The suede and nubuck can be conditioned and restored with ECCO® Suede and Nubuck Conditioner.

Oil nubucks
Oils are pumped into the leather during tanning, and produce a good protection. After wiping, use ECCO® Oil Nubuck Conditioner. Protect with ECCO® Oil Nubuck Waterproofing Spray.

GORE-TEX® and GORE-TEX®XCR footwear
We do not recommend the use waxes or dubbins. Follow the tips for nubucks and leathers for everyday care. Protect with ECCO Universal Waterproofing Spray.

At ECCO we recommend ECCO shoe care products, which have been developed for the care of your shoes. but please read the instructions on the containers. For more information please contact us.
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I have bought ECCO shoes abroad, how do I find another pair?

If you have looked on www.ecco-shoes.co.uk and cannot find them amongst our large range, try visiting www.ecco.com and select country of purchase.
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How do I find my nearest ECCO stockist?

For information about ECCO stockist, please email ECCO UK at customerservice.uk@ecco.com
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Can I have my ECCO shoes repaired?

Please contact Frank Harvey International. Tel. 01449 612646 www.shoerepairing.co.uk

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Why do podiatrists, chiropodists and physiotherapists recommend ECCO?

Intelligent shoe designers have always quested after ways to make shoes which interfere as little as possible with the normal, free and unfettered functions of the foot, and not surprisingly, ECCO have got closer than most.

Shape is perhaps the key. ECCO show how the foot can be protected and supported, while still being allowed a remarkable degree of freedom.

This back-to-nature approach in design means following the contour of the foot down to the last detail. This starts with the uppers of soft, but robust, leathers. ECCO then use toe and heel grips and sculpted arches to give the right degree of support, without inhibiting movement.

Finally ECCO add shock absorbers in the heels to ensure that knees, hips and spine remain protected.

If you are a podiatrist, physiotherapist, or from a related healthcare discipline, you may like to attend one of our Specialist Evenings at our ECCO shop in Oxford.

At each evening, we bring the latest information on shoe technology from ECCO, news of our latest products, and special offers for our guests. Please contact us for further information.

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I live outside UK and wish to place an order online

Sorry, but we only mail to the UK, Channel Islands and N. Ireland.

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Why does the price still show VAT if I live in the Channel Islands?

The price is not linked to the delivery destination. However, VAT will be deducted at the till for all orders to the Channel Islands.