Returns

If for any reason you are not satisfied with your purchase, you may return the item, free of charge, for a refund. Items must be returned within 30 days of purchase and must be unworn, in their original condition, and with their original packaging undamaged.

Orders Placed Before 21st April, 2026

Please contact our customer service team on 0800 377 326 or at ecconz@ecco.com for assistance.

In-Store Returns

Order numbers beginning with NZ and ST can be returned in-store. Please note order numbers beginning with ST must be returned to the same store that placed the order.

Online orders, including Delivery and Click & Collect, and purchases made at ECCO Retail and ECCO Outlet stores, can be returned at any ECCO store. Please take your item into any of our ECCO stores along with your receipt, order confirmation, or shipment email. Our in-store staff will process your return, and you will be refunded to the original payment method. In-store staff may also be able to exchange your item for the same or similar item pending availability.

Online Returns

Order numbers beginning with NZ can be returned online.

Online orders, including Delivery and Click & Collect, can be returned online. Please note that any purchases made in ECCO stores cannot be returned online and will need to be returned in-store at any of our ECCO stores.

Online Returns Process

Step 1: Complete a returns form

Download our returns form, print, and fill in all information. If you do not have access to a printer, please use your packing slip and highlight the item you wish to return.

Step 2: Repackage the shoes

Wrap the shoes neatly within the shoe box, and package it back into the shipping satchel or box that it arrived in, or another suitable box you have at home. Do not tape the shoe box, and do not use the shoe box as the external shipping box. Be sure to include the printed returns form or packing slip from step 1.

A return post label was included in your order. Attach this label to the parcel, covering the original label if using the original shipping satchel or box.

Step 3: Return the shoes to us

To arrange pick up of your item, book a courier online through the NZ Post portal. Alternatively, take the parcel to your nearest NZ Post store.

Returns Policy

All items must be returned within 30 days of purchase and must be unworn, in their original condition, and with their original packaging undamaged. If a returned item shows signs of damage or wear, ECCO reserves the right to decline a refund. If a refund is declined, you will be notified by email and the item will be returned back to you.

Purchases made during promotions or sales can be returned for a refund. Please note that the amount refunded will be calculated on a pro-rata basis, based on the total order discount amount. Shipping charges are non-refundable.

Refunds will be processed to the original payment method. You do not need to include your payment details with the return. Once your return has been received and approved by our warehouse, a refund will be processed and you will receive a confirmation email.

In-store purchases paid for with shopping centre gift cards, such as Westfield gift cards, cannot be refunded back to the original payment method due to the "one-time load"; nature of the gift card. In this case, an ECCO store credit will be issued for use in ECCO retail stores.

If you have any questions about our returns policy, please contact our customer service team on 0800 377 326 or via ecconz@ecco.com.