SHIPPING AND RETURNS

 

SHIPPING

  1. All orders incur a shipping cost of $10.00, non-refundable.
  2. Estimated delivery - please allow up to 10 working days for shipments in New Zealand.
  3. Insurance cover is provided by our courier company.
  4. Delivery is within New Zealand only to residential, commercial, rural and PO Box addresses. We are unable to ship outside of New Zealand. 

 

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.

Please note that due to SALE, there may be slight delays in the processing of your return. We thank you for your patience and understanding.   

EXTENDED RETURNS

Over the holiday period ECCO is offering extended returns. Orders purchased from Friday 22nd November 2024, can be returned up until and including 31st January 2025.

 

IN-STORE RETURNS

Purchases made at ECCO retail and ECCO Outlet stores can be returned to any ECCO store in accordance with our exchange and return policies.

Online orders can be returned to any ECCO store for processing only. Please take your item into any ECCO store, along with your receipt, order confirmation or shipment email and completed return form.  Your refund or exchange request will be forwarded to the online division for processing. Refunds will be to the original method of payment, and exchanges are subject to availability.

 

ONLINE RETURNS

Online orders can be returned directly to the online division by following the return process below. Please note that all purchases made at ECCO stores, cannot be returned online and will need to be returned in-store at any of our ECCO stores. 

Please be aware that items purchased online can only be exchanged for an alternative size in the same style, they cannot be exchanged for a different colour or style. If you wish to exchange for a different product, please return your unwanted item/s for a full refund and re-purchase the required product.   

 

ONLINE RETURNS PROCESS

 

Step 1: Complete a returns form

Simply use the return form provided, or download a return form here NZ Online Return Form, complete it and place it in the bag together with the item(s) you wish to return.

 

Step 2: Repackage the shoes

Place the shoes neatly within the shoe box, and use the shipping satchel that the item/s arrived in. Please be sure to include the completed return for from step 1. Do not tape the shoe box and/or use it as the external shipping box.

 

Step 3: Return the shoes to us

To arrange pick up of your item simply book a courier online by visiting the website listed on the return form. Or alternatively drop the parcel to the nearest Post Shop.
 

 

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 show 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 a promotion or sale period 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 method of payment; please do not include your payment details with the return. Once your return has been received and approved by our online team, a refund will be processed, and a confirmation email will be sent to you.

If you have any questions about our returns policy, please contact our customer service team on 0800 377 326 or via customerservice@eccoshoes.co.nz.