Claims

We build our shoes to last, and we are working very hard on finding new ways to improve our products and offer technical innovations that provide a great wearing experience. From time to time, we experience products that don’t live up to our standards of excellence. If you are having issues with your products or your order, we are here to help you.

Claiming shoes bought online

If you want to file a claim for a pair of shoes bought online, we need a short description and pictures that show the issue. Please send us an e-mail to: customercare.ie@eu.ecco.com with photos and a short explanation of how the fault occurred. For shoes, we need the following photos:

• Both shoes photographed from above

• Both shoes photographed from below (outsoles)

• Photo of the damaged area/issue​

Please note that the images must not exceed 5 MB. As soon as we receive the requested images, we will proceed with your claim. We will keep you informed during the process.

Claiming shoes bought in a local store

If you experience issues with shoes purchased in a local store, please contact the store where the purchased was made or the nearest ECCO store. You can find your closest store here.

Please note that the store staff may require proof of purchase to process your claim.​

If you have received a faulty item

If you notice that the products you have just received don’t match your order or have not been delivered in the condition you expected, we need photographic evidence of this. Please send photos to us at Customer Care email: customercare.ie@eu.ecco.com, so we can investigate further. For shoes, we need the following photos:

• Both shoes photographed from above

• Both shoes photographed from below (outsoles)

• Photo of the damaged area/issue

Please note that the images must not exceed 5 MB Please note that you cannot return products that have been used. Items that show signs of use such as: washing, cleaning, dirt, stains, creases, scratch marks are being returned at sender’s risk and are not subject to an automatic return process. If you are still interested in buying the product(s), we kindly ask you to place a new order.