Our Commitment to Your Satisfaction

At Ecco Shoe Store, we understand that premium footwear should not only provide exceptional comfort and style but also come with service that matches the quality of our products. Our curated collections of men’s and women’s shoes, boots, sandals, and accessories are selected with care, and we’re equally dedicated to ensuring your complete satisfaction with every purchase.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Times

Shipping Method Carrier Cost Delivery Time Features
Standard Shipping DHL or FedEx $12.95 10-15 business days after shipment Trackable, faster delivery
Free Shipping EMS Free for orders over $50 15-25 business days after shipment Economical option for budget-conscious shoppers

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship globally with the exception of some remote areas and select Asian regions.

Returns & Exchanges Policy

Return Window

We accept returns and exchanges within 15 days from the date you receive your order.

Condition Requirements

To be eligible for a return or exchange, items must be:

  • In original, unworn condition
  • In their original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase
  • Free from any damage, stains, or odors

Non-Returnable Items

Based on our product offerings and hygiene considerations, the following items cannot be returned or exchanged:

  • Accessories (for hygiene reasons)
  • Slippers (due to intimate foot contact)

We make exceptions only if these items arrive defective or damaged.

Step-by-Step Return Process

1 Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order using the template below:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Ecco Shoe Store Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Details:

  • Order Number: [Your Order Number]
  • Order Date: [Date of Order]
  • Product(s) to Return: [Product Name(s), Size(s), Color(s)]
  • Reason for Return: [Please specify – Size issue, Defective, Changed mind, etc.]

Please provide instructions on how to proceed with my [return/exchange].

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Send your request to: [email protected]

2 Wait for Authorization

Our team will respond within 24 hours during business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Any special instructions for your specific return

3 Package and Ship Your Return

Please include in your return package:

  • Items in original condition with all tags
  • Original packaging
  • Copy of your receipt or order confirmation
  • Return authorization number clearly visible on the outside of the package

Return Shipping Address:
Ecco Shoe Store
2987 Tree Frog Lane
Kansas City, US 64106

Important: We recommend using a trackable shipping service for your return. Ecco Shoe Store is not responsible for return packages lost in transit.

Refund Information

Refund Processing Time

Once we receive and inspect your return:

  • Refunds are processed within 3-5 business days of receipt
  • Please allow 7-10 additional business days for the refund to appear in your original payment method

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunded to your card account
  • PayPal: Refunded to your PayPal account

Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the cost of shipping the replacement item to you.

Exchange Process

For exchanges (size or color):

  • Follow the same return process outlined above
  • Clearly indicate in your request that you prefer an exchange
  • Specify the replacement size/color you need
  • We’ll ship your replacement item once we receive your return

Exchange shipping is complimentary for customers in our service areas (global with exceptions for remote areas and select Asian regions).

Defective or Damaged Items

If you receive a defective or damaged product:

  • Contact us immediately at [email protected]
  • Include photos of the defect or damage
  • We’ll provide a prepaid return label and expedite your replacement

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges.

  • Email: [email protected]
  • Response Time: Within 24 hours during business days
  • Mailing Address: 2987 Tree Frog Lane, Kansas City, US 64106