New season. New styles. Shop Women | Shop Men
Free standard shipping on all orders over $180
New season. New styles. Shop Women | Shop Men
•Free standard shipping on all orders over $180
•New season. New styles. Shop Women | Shop Men
Free standard shipping on all orders over $180
Sales and Delivery Conditions for purchases made on nz.ecco.com (herein after referred to as the “Website”).
1.1 The Website is owned and operated by: ECCO Shoes (NZ) Limited registration number: 1229847, whose registered office is at Suite 1, Level 1, 9 Teed Street Newmarket, Auckland 1023 New Zealand (herein referred to as “ECCO”, "we," "us" and "our"). ECCO’s GST number is 083-000-686.
1.2 These Sales and Delivery Conditions apply to the purchase and delivery of goods sold on the Website for delivery in New Zealand. If you wish to purchase our products and have them delivered in another country please go the website for that particular country (by selecting that country from the drop-down menu available on the Website).
1.3 These Sales and Delivery Conditions apply in addition to our Terms of Use (available on the Website). In the event of any conflict between these Sales and Delivery Conditions and the Terms of Use in relation to your purchase of products, these Sales and Delivery Conditions will prevail.
2.1 Products
The products we sell online are displayed on this Website and include but are not limited to footwear, bags and shoe care products.
2.2 Purchasing
By placing an order and clicking the pay button you are offering to purchase a product on and subject to these Sales and Delivery Conditions.
2.2.1 In order to place an order with us you must be: (i) over 18 years of age; and (ii) possess a valid credit or debit card, or bank account, as specified in point 2.5.
2.2.2 When placing an order you confirm that: (i) all details you provide to us are true and accurate; (ii) you are an authorised user of the credit card, debit card or other payment method used to place your order; and (iii) there are sufficient funds to cover the total purchase price and delivery cost, if applicable.
2.3 Acknowledgement of your order and order confirmation
2.3.1 When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement that we have received your offer to purchase a product and will not constitute acceptance of your order.
2.3.2 A contract between us for the sale of the goods will not be formed until your order is ready to be shipped, at which time we will send you an order confirmation e-mail as well as the invoice and shipment information. Therefore, the contract is concluded the moment when we send you an order confirmation e-mail and/or text message.
2.3.3 You accept that all communications regarding the order including order confirmation, invoice, delivery information, etc. are sent via e-mail.
2.4 Price and Availability
2.4.1 All prices of the products available on the Website are provided in NZD and include GST. For some orders you may be liable to pay an additional fee for delivery, and the value of such delivery fee shall be communicated to you prior to placing your order.
2.4.2 All orders are subject to availability and confirmation thereof as there may be rare occasions where it is not possible to fulfil an order (for example two orders are placed for the exact same product and only one is available to send).
2.4.3 We reserve the right to reject an order at any time before ECCO accepts the order if it is not possible to deliver the ordered product and ECCO has a reasonable, valid reason for the cancellation. You will be informed if such a situation arises and any payment or reservation made on your payment card or other means of payment will be returned or cancelled.
2.4.4 We may from time to time offer products which are limited edition (i.e. such products will not be available permanently or long term). This means that if you wish to exchange or raise a valid claim with us regarding such products (and the products cannot be repaired) it will not always be possible to deliver an identical replacement product, in which case we will refund the purchase price (and the cost of basic rate delivery at the time of the order) to you instead.
2.5 Payment
2.5.1 Information about your chosen payment method must be provided to us when placing an order on the Website.
2.5.2 Upon receiving your order we carry out a standard pre-authorisation check for credit or debit cards and for bank transfer we do a control check. We do this to ensure there are sufficient funds to fulfil the transaction. Products will not be dispatched until this pre-authorisation check or control check have been completed. Your card will be debited once the order has been accepted and we ship your products. For bank transfer your account will be debited as soon as the order has been placed.
We accept the following cards: Visa, Visa Electron, Mastercard credit, and Mastercard debit.
2.5.3 When paying with credit or debit card, the full amount is reserved on your account by us and payment is debited from your card only at the time of dispatch of your products.
2.5.4 Your connection is always secure with us and encrypted with 256 bit cipher.
2.5.5 ECCO Online Shop is using 3D Secure Visa and Mastercard.
2.5.6 For security reasons, we do not store any payment information in our database.
2.6 Discount Codes
2.6.1 We may from time to time offer promotional discount codes, which may apply in respect of any, or certain specified, purchases made though the Website.
2.6.2 The terms and conditions governing potential use of any discount code will be specified at the time of the campaign.
3.1 We try to dispatch and deliver to you the ordered goods as soon as possible. Dispatch times may, however, vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or events outside our control.
3.2 All products purchased from the Website are delivered pursuant to a shipment agreement. The service provider under the shipment agreement is NZ Post. However, the risk of loss and title to such purchased products only passes to you upon delivery to you at the address provided by you. Delivery will be made within 10 business days after your order has been accepted by ECCO. The time required for the ordered goods to be delivered to you includes the time necessary to prepare the ordered goods for shipment and the time needed for delivery of the goods by the service provider.
4.1 We attempt to describe our products as accurately as possible. However, errors do occur. If a product purchased on the Website does not conform to the product description, to the extent permitted by law, your sole and exclusive remedy is to return the unused product. Please see below on how to return a product.
5.1 You may cancel an order up until the time of dispatch by contacting our Customer Care team (see contact details below under point 9). If we have taken payment the full amount will be returned to you via the original method of payment.
5.2 When you shop with us, we want you to be completely satisfied. If you are not satisfied with a purchase made on the Website, you may return the ordered goods for a refund of the purchase price. We can only accept returns of products purchased through the Website. All purchases made through another ECCO sales point must be returned to the original place of purchase.
5.3 Any refund made under these Sales and Delivery Conditions shall be a refund of the price paid for the product and (if the product was delivered to you) the cost of basic rate delivery at the time of the order.
5.4 You can return your item to us within 30 days by sending the item to:
ECCO Shoes (NZ) Limited C/O Pacificom U12/9 Manu Street Favona Auckland 2024 New Zealand
5.5 The deadline of 30 days is counted from the date when the ordered goods have been successfully delivered to you.
5.6 Your request to return an item may be sent to us in any form and by any means of correspondence. You may also use the specimen return form attached to these Sales and Delivery Conditions, and we will acknowledge receipt of any return form. You should send the goods within 14 days counted from the date of the request to return those goods.
5.7 We will reimburse the purchase price of the returned goods to the original form of payment within 14 days from the date we: i) receive the returned goods, or (ii) receive evidence from you that you have sent the goods, whichever is earlier. You will be notified via email when this refund has taken place.
5.8 In order to speed up the return and the reimbursement of the purchase price, you may apply our return procedure:
The easiest way to return an item:
Step 1: Complete the return form by checking the appropriate box with the reason for your return - if you wish to inform us why you are returning the products.
Step 2: Place the return form inside the box with the products. You should package the products safely and securely, to minimize the risk of loss or damage in transit.
Step 3: Use the return label provided and stick to the outside of the package where it is clearly visible.
Step 4: To arrange for a free return delivery:
a. Online – go to https://www.nzpost.co.nz/tools/bookapickup/address and fill in the required information; OR b. Phone – 0800 268 743 to arrange collection; OR c. Post Shop – items can be taken to your nearest Post Shop.
Step 5: Please note that we cannot assist with lost and/or unconfirmed return shipments. We provide free return shipping, but all the steps must be followed correctly, and it is the customer’s responsibility to ensure the item reaches its destination. We advise tracking your return to ensure its delivery.
Step 6: Once the returned item/s have been received a confirmation email will be sent to you. Please note that refunds will not be processed until we receive the goods
5.9 Returns may take time
It can take approximately 7-10 days for us to receive your return to our warehouse. We strongly encourage you to use our prepaid return label included in the original parcel and to keep your receipt as proof of postage.
5.9.1 Your banking institution may require additional days to refund your account once they have received the payment from us.
5.9.2 Please note that if you do not use the provided prepaid return label, you are responsible for loss of, or damage to, the goods until they reach us at the designated return address.
5.9.3 If you do not use the provided prepaid return label to return the goods, to the extent permitted by law, you are obliged to cover the direct cost of returning the goods. We are responsible for return shipping costs if we have sent wrong or defective goods to you or we are required to do so by law.
5.9.4 The returned goods should only be used to verify their character, features and functionality. You may try on the products, but you must only handle them as you would in a shop. If you return an item which you have used more than as permitted by this point 6.9.5, we may not refund you.
5.9.5 If you receive a defective or incorrect item or a damaged parcel with missing items we ask that you provide photographic evidence. Please send a photo to our Customer Care team so we can investigate further (see contact details below under point 9).
5.9.6 We will refund your payment based on your instructions in the return form. We can only issue a refund to the same card used for the original purchase. We do not hold title to the returned products until the item arrives at the designated return address. Alternative returns policies may apply to particular products and product lines, and such policies will be notified to you prior to purchase of any product subject to such policies.
5.9.7 If you have any questions about our returns process, please contact Customer Care (see contact details below under point 9).
6.1 We are obliged to deliver to you the ordered goods free of any defects and in conformity with these Sales and Delivery Conditions, applicable law and the Terms of Use (available on the Website) where applicable.
6.2 If the ordered goods are defective, in addition to any rights you have at law, you have the right to:
(a) request a partial or full refund; (b) demand exchange of the defective product for a product free from defects; or (c) demand that we remedy the defects.
6.3 Subject to point 6.4 and your rights at law, you do not have the right to request a refund if we immediately and without excessive inconvenience exchange the defective product for one free from defects or immediately remedy the defect, at your request or with your agreement.
6.4 Clause 6.3 does not apply where we have already attempted to repair or replace the product, or where we have failed to repair or replace the product within a reasonable time after you requested us to do so.
6.5 If it is impossible to remedy the defect and to bring the product to conformity with the contract or it involves disproportionate costs in comparison with providing a replacement, subject to your rights at law, we may replace the defective product for a product free from defects regardless of your request in this respect.
6.6 If you have a complaint regarding the products you have received please contact our Customer Care team (see contact details below under point 9) and they will inform you how to proceed and what information we need in order for us to process your complaint.
6.7 We will confirm the receipt of your complaint and respond to your complaint within 14 days.
6.8 We are responsible for the product defects if they are detected within 1 year from the date the product was delivered to your address. Your claim for the removal of the defect or replacement of the product sold for one free from defects is limited to one year, counting from the date of detecting the defect; however, the above limitation period may not cease to run before the elapse of the one year period counted from the date of delivery of the product. Your right to claim a refund due to the products’ defects is limited to one year counted from the date of detecting the defect; however, if you have requested replacement of the product for one free from defects or remedy of the defect, the time limit to submit a refund request is paused whilst the product is remedied or replaced. This time limitation does not affect any rights you may have at law.
7.1 Please refer to our Privacy Policy for details about what information we collect and process about you when handling your orders and about your rights as a data subject.
8.1 These Sales and Delivery Conditions shall be governed by and construed in accordance with the laws of New Zealand, without giving effect to its conflicts of law provisions. A printed version of these Sales and Delivery Conditions will be admissible in judicial and administrative proceedings based upon or relating to these Sales and Delivery Conditions to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.
8.2 Any controversy or claim arising out of or relating to these Sales and Delivery Conditions or your purchase of any products from the Website shall be settled by the competent courts of New Zealand.
Contact details Customer Care:
Phone number: 0800 377 326
E-mail: ecconz@ecco.com
Address: Suite 1, Level 1, 9 Teed Street Newmarket, Auckland 1023 New Zealand
Last updated: April 2026
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