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
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.
Please contact our customer service team on 0800 377 326 or at ecconz@ecco.com for assistance.
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.
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.
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.
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.
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Returns FAQ
If you wish to return an item from your order, please visit our returns page for step by step instructions.
ECCO offers exchanges via our retail stores only. If you wish to exchange item/s that you have purchased online or in-store, please visit your local ECCO store and they will assist with an exchange to a new size or style. If you are unable to visit an ECCO store, you can return your order via post, however we will only be able to provide a full refund. For a step by step guide on how to return your order by post, please visit our return page.
Related FAQs
Only ECCO Shoes that are made with ECCO Waterproof or GORE-TEX technology are waterproof.
ECCO's line of shoes utilizes a unique type of fit. Due to this, our shoes are able to fit a very wide variety of feet. ECCOs fit from heel to instep (not to the ball of the foot). We refer to this as the ECCO "Freedom Fit".
Conventional shoes fit across the width of your feet at the toes. This restricts the natural spreading of your toes under the pressure of walking. This "Freedom Fit" allows the toes to move freely as you walk.
We do not recommend washing your shoes in a machine or by any method that submerges or soaks the leather. In addition, it is not recommended to use laundry detergent or soap as this can remove the softening agents and may cause the leather to become hard, to shrink or may cause colour bleeding and/or dye transfer. For this reason washing your shoes may void any warranty. To view our full range of clean, care and protect products please visit the link here. If you would like further guidance prior to cleaning your shoes or leather goods, please contact ecconz@ecco.com and we’ll be happy to assist.
Give the shoes plenty of time to dry. Remove the insole and let the shoes dry naturally and never expose them to artificial heat which can damage and distort them.