FAQ

ONLINE FREQUENTLY ASKED QUESTIONS

Online division email: customerservice@eccoshoes.co.nz

Placing an order

Can I cancel my order?

Once an order has been placed and the payment is processed, it cannot be cancelled by the customer. However, if the online division is contacted immediately via email (prior to the item/s being dispatched) the online team will be able to intercept and organise a refund.  If the order has already been sent, it will need to be returned by the customer and received by the online team prior to a refund being issued.

Can I add to my order?

Once the order has been placed and the payment is processed, it cannot be amended by the customer. If additional item/s are required a separate order will need to be placed for the extra product/s.

How long will it take for my order to arrive?

We endeavour to process all online orders as quickly as possible, however in addition to our internal stock holding, we also source items externally, therefore some orders can take a little longer to process. Please allow between 5 – 10 business days to receive your order.  If you have not received your order within this timeframe, please contact our online division so that they can track and locate your item/s.  

What methods of payment can I use?

We accept debit or credit cards: American Express, Visa, Mastercard and Diners. Alternatively there is the option of Laybuy.com. Visit www.laybuy.com/nz for more information. 

What is Laybuy.com?

Please note that this different to the traditional ‘Layby’ offered in stores. Laybuy.com allows customers to purchase online, have the order shipped accordingly, but pay for it over a period of 6 weekly instalments. This option is interest free, there are no extra costs but it allows customers to secure items before they sell out. Please visit www.laybuy.com/nz/how-it-works for further information.

If a product is showing as “out of stock” online is there another way of ordering them? 

Our website shows all the stock available within our company; this includes our stores as well as an external stock holding, therefore if the product and size states “out of stock” it cannot be ordered as it is unavailable at all locations.  

However, occasionally full price items might become available again in the future, this can occur when products have been available to re-order for a future season – so they may only be temporarily out of sock. Please note that if the item in question is a sale item it will most likely not be available again in the future.

I made a mistake when I placed my order, what do I do?

We do understand that mistakes happen, so if you have ordered an incorrect size/item, forgotten to apply a promotional code, or provided an incomplete/incorrect delivery address - please make sure you contact the online team via email as soon as possible. Remember to include the order number and the correct details and we will endeavour to intercept you order before it is dispatched. 

I noticed a special offer or promotion running, but it was not applied to my order, what happened? 

Many offers and promotions require a promotional code to be applied for the offer/discount to be validated. Please double check your order at the checkout before processing your payment, and if the offer or promotion has not been applied then check to see if a promotional code is required? 

Another reason an offer or promotion may not be applied to an order could be because it does not apply in conjunction with the items in your cart? Please check the terms and conditions for confirmation, or email customerservice@eccoshoes.co.nz for assistance. 

How do I use a promo code/why is my promo code not working?

Specific promotions may require a promo code to be entered for the promotion to be validated. To use the promotional code provided, enter the code in the “Redeem Your Voucher” field on the payment page at the checkout – then click Update. 

If the discount has not been applied to your order at the checkout, there can be a few reasons for this: The promo code may have expired or not be valid for the particular products in your cart. The promo code could have been entered incorrectly – please note that the codes are case sensitive. 

If everything is correct but it still is not working, please email the online team and include your name, the items you are trying to order and the promotional code used. We will endeavour to resolve the issue as soon as possible. 

Deliveries

What are the shipping charges?

What happens if I provide an incorrect delivery address?

It is the customer’s responsibility to ensure the correct delivery address details have been provided at the time the order is placed. However we do understand that a mistake may occur. If you have provided an incomplete or incorrect delivery address please make sure you contact the online team via email as soon as possible. Remember to include the order number and the correct details and we will endeavour to intercept you order before it is dispatched.  

Why is there a delay in my delivery?

Shipping may take additional time during sale periods, holidays and extreme weather events. Please contact our online division if you have not received your order after 10 business days if there has been no notification of expected delayed deliveries. 

What happens if my delivery arrives and I am not home?

All items sent from our online division will require a signature. If you are not home to receive your delivery the courier company should have left a card that indicates they have attempted delivery. There are instructions on this card, and you can contact Courier Post and organise a suitable time to re-deliver.

Returns & Refunds

What is the return policy and how do I know what I can return?

You can return the items for a full refund within 30 working days of receiving your order, this includes all full price and sale items.

When returning items they must be in original condition, unworn and include all the original packaging – including the box if applicable. Please take care when opening the parcel as the courier bag can easily be re-used to return your items. Simply complete the return form and apply the return courier label provided. 

Can I exchange an item?

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

Please visit the Shipping and Returns page for more information.

How do refunds work?  

Refunds will be credited against your original method of payment and will not be processed until the goods have been received at the online division. Refunds will show on your bank or credit card statement as “ECCO New Zealand”.  Refunds can take a few days to process, so please allow adequate time for receipt of goods and administration at our online division – this usually takes up to 5 working days form the time you have sent the item. 

Please note:  Items purchased from our stores, can be returned to any of our five stores. Online orders can also be returned to stores for a refund.  The Online division will be notified of your return, and the refund will be processed by online as above procedure.

Goods must be returned within 30 days of purchase and must meet the specified returns criteria: unworn, in original condition, and the original packaging undamaged.

Can I return an online purchase to an ECCO retail store for a size exchange or refund? 

It is recommended that you follow the online return form instructions and courier the item/s back to the online division for a size exchange or refund. However If you are near an ECCO store and you would prefer to drop off the unwanted item/s you are more than welcome to do so.

When returning unwanted items to one of our ECCO stores, a return form will need to be completed and a copy of your original invoice MUST be provided. Please note that your refund or exchange will not be provided at the store but your item/s will be forwarded to the online division for processing.

However, if your local store does have the alternative item you require, you are welcome to make a purchase at that store. Then simply leave your unwanted item/s with the shop so it can be forwarded to the online division for a refund on your behalf.

Paperwork will be completed in store which will accompany your unwanted item/s. The online division will administrate accordingly and you will be notified when your return or exchange has been actioned. 

What happens if I receive an Incorrect or Faulty Item?

If for any reason you have received the incorrect item, or you feel the item is faulty, please email customerservice@eccoshoes.co.nz and include your order number and relevant details. You will be instructed to return the shoes using the return form and label provided, but it is recommended that you also notify the online team regarding the issue so a suitable resolution can be actioned as soon as possible. 

Your Account

How do I log in to your website?

To register an account simply click the “login” option at the top right hand-side of our website. Enter your email address and password. If you are not registered, click ‘Register’ and enter your details.

Forgotten password?

If you cannot remember your password, go to the ‘Login’ option and enter your email address, then click the 'I have forgotten my password'. You will be sent an email with instructions to reset your password. If you have entered your email address and it is not recognised, this means you most likely used a different email originally. You will need to re-register or get in touch with the online division.

Can I change my details (email, name, physical address etc?)

Yes. Once you have logged in, click on the ‘My Details’ option and change the relevant details. Once the details are successfully changed, click on the red ‘Submit’ option at the bottom of the page.

How can I unsubscribe so I don’t receive emails?     

 The best way to do this is to find the last email that was sent to you and click the “unsubscribe” option at the bottom – this will remove you from the email list immediately. Alternatively contact us at customerservice@eccoshoes.co.nz and let us know that you would like to unsubscribe.

Other Questions

I have emailed during a Weekend, why has no one replied to me? 

Although you can make purchases from our online store 24hrs a day, the online office is not in operation over the weekend or on public holidays. It is open Monday-Friday 9am – 5pm. Our team will endeavour to get back to you as soon as possible during business hours.

Can I call/visit an ECCO store to query my online order? 

Please be aware that the ECCO stores are separate from the online division - therefore the staff in store may not be able to assist you with your query, especially if it is regarding your order. Please email customerservice@eccoshoes.co.nz for anything relating to your order or the website. 
However the friendly team at our stores will be able to assist you with information about the current season’s collection and/or product information. 

I made an order but I didn’t receive an order confirmation email?

Firstly check your junk/spam mail to confirm the order confirmation. If you have not received an order confirmation from us, shortly after placing an order, please contact the online team as soon as possible. Occasionally a tech issue may have prevented a confirmation email from being sent, and if this is the case our team will be able to forward it to you. It is important to ensure you have ordered the item from our website “eccoshoes.co.nz” as sadly there are counterfeit websites – please see below for more information regarding fraudulent websites.

Have I accidentally purchased from a fraudulent website?

The fight against counterfeiting is a high priority for ECCO. However sadly it does happen and customers do get caught out and accidentally purchase from a fraudulent website. 

Signs that you may have purchased from a fraudulent website: lack of sufficient contact information, a mix of languages and "Google Translations", product photos featured including shoe boxes, links on the site are not working properly, products are for very low or peculiar prices such as $114.23, no order confirmation received after purchase of products or you receive an item that is not a genuine ECCO product. 

We do have a have a list of known counterfeit websites claiming to sell ECCO shoes, however it is impossible to list every one of them. 

If you have made a purchase from one of these websites we are very sorry that you have been a victim of fraud. We strongly recommend that you contact your bank and cancel method of payment used to place the order. 

Please keep in mind when ordering ECCO shoes online that our NZ website www.eccoshoes.co.nz  is the only legitimate “ECCO” website in NZ. There are other independent NZ retailers that legitimately stock and sell ECCO shoes online, but these stores do not have “ECCO” in their name. If in doubt, contact the store/site in question to confirm they are legitimate.