Welcome to Ecco Shoe Store’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, returns, and more. Can’t find what you’re looking for? Our customer service team is always ready to help.

📦 Shipping & Delivery

How long does order processing take?
All orders are processed within 1-2 business days from our headquarters in Kansas City. You’ll receive an order confirmation email within hours of placing your order.
What shipping options do you offer?
We offer two convenient shipping options:
• Standard Shipping – $12.95 via DHL or FedEx (10-15 days after dispatch)
• Free Shipping – For orders over $50 via EMS (15-25 days after dispatch)
Do you ship worldwide?
Yes! We proudly serve customers worldwide. However, due to logistical constraints, we are unable to deliver to select remote areas and certain Asian regions.
Will I receive tracking information?
Absolutely! Once your order is dispatched, you’ll receive a shipping notification with tracking information and regular updates on your delivery progress.

👟 Products & Brands

What brands do you carry?
We feature exceptional footwear from trusted brands including Taos, Naot, Clarks, and ECCO – all carefully selected for their quality, style, and comfort.
What types of shoes do you offer?
Our collection includes:
• Accessories • Boots • Sandals • Shoes • Slippers
Available in both Men’s and Women’s styles to suit every occasion and lifestyle.
Are your shoes true to size?
Our premium brands are generally true to size. For specific sizing questions, please refer to individual product pages or contact our customer service team for personalized recommendations.

💳 Payments & Orders

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and security.
Can I modify or cancel my order?
Orders can be modified or cancelled within 2 hours of placement. Please contact us immediately at [email protected] if you need to make changes.
Is my payment information secure?
Yes, we use industry-standard encryption and security measures to protect your payment information. Your privacy and security are our top priorities.

🔄 Returns & Exchanges

What is your return policy?
We accept returns within 15 days of receipt. Items must be in original condition with tags attached. Please contact us to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or defective. In such cases, we’ll provide a prepaid return label.
How long do refunds take to process?
Once we receive your returned item, refunds are processed within 5-7 business days. The timing of the refund appearing in your account depends on your payment provider.

🔐 Account & Customer Service

How can I contact customer service?
Our dedicated customer service team is available at [email protected]. We typically respond within 24 hours during business days.
Do I need an account to shop?
While you can checkout as a guest, creating an account allows you to track orders, save favorites, and enjoy faster checkout in the future.
What are your customer service hours?
Our team monitors emails Monday through Friday, 9 AM to 5 PM CST. We strive to respond to all inquiries within one business day.

Still Have Questions?

We’re here to help! Contact our friendly customer service team:

📧 Email: [email protected]

🏪 Store Address: 2987 Tree Frog Lane, Kansas City, US 64106

🌍 Serving customers worldwide with pride and dedication

At Ecco Shoe Store, we combine fashion and function in every pair, backed by reliable global delivery and exceptional customer care. Thank you for choosing us for your footwear needs!