Part 1: How it works

 

Shop now. Pay later with Klarna.

We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout.

Here’s how it works:

Step 1

Add products to your cart and select “Klarna” when you check out

Step 2

Enter a few personal details and you’ll know instantly if you’re approved

Step 3

Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.

 

 

Part 2: Payments information

 

Pay in 30 days

Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees.

Paying after delivery allows you to try before you buy and is the easiest way to shop online.

• Complete the payment in full after purchase at no added cost.
• Report returns directly in our app and only pay for the items that you keep.
• Not making your payment on time could affect your ability to use Klarna in the future.
• Debt collection agencies are used as a last resort

Pay in 30 days is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply. 

 

Pay in 3 instalments

Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information.

• A new way to pay that's an alternative to a credit card.
• 3 instalments gives you flexibility to shop without interest or hidden fees.
• Not making your payment on time could affect your ability to use Klarna in the future.
• Debt collection agencies are used as a last resort.

Klarna's Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply. 

 

Part 3: About Klarna

 

Pay online or in the app

Review your latest purchases and make payments in the Klarna app or online.

• Download the Klarna app: https://www.klarna.com/app
• Log in online: https://app.klarna.com/login
• Chat with customer service: https://www.klarna.com/uk/customer-service/

 

About Klarna

 

Safe and secure

With Klarna, you are always covered through Klarna’s Buyer Protection Policy. Modern safeguards protect your information to prevent unauthorized purchases.

 

Frequently asked questions

Visit our FAQ (https://www.klarna.com/uk/customer-service/) page to find out more about using Klarna.

  

At Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth checkout options give you more time and control so you can focus on the things you love.

• More than 150 million shoppers are using Klarna.
• 450,000 retailers are working with us worldwide.
• We’re one Europe’s largest banks and we’ve been powering online checkouts for over 15 years.

Klarna's Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.

Shoe Care

How To Return

RETURN POLICY

• Returns for purchases made between 20th November and 31st December 2024 will be accepted until 31st January 2025
• Items must have all original tags
• Items must not have been worn, altered, or washed
• Footwear must include the original shoebox in its original condition without postal labels  
• Orders delivered home can be returned by carrier or in selected ECCO stores 
• Orders picked up in store can be returned in selected ECCO stores. 
• Orders purchased in ECCO store can only be returned in selected ECCO stores.

 

How to return items delivered by carrier?

• By carrier:

  In the package containing your items you can find also return label and return form. If you don’t have the return documents, we recommend to make the return in selected ECCO storesor to follow instruction below. In case of additional questions, please contact ECCO Customer Care at customercare@eu.ecco.com

  Step 1: Complete the return form by marking the appropriate box with the reason for your return. If you don’t have the return form, please proceed to step 4. The return form is not mandatory for the return to be processed.

  Step 2: Place the return form inside the box with the item.

  Step 3: Send this form with the items you wish to return.

  Step 4: Stick the prepaid return label on your box (Please do not stick the prepaid return label on the original shoe box)

  Step 5: Deliver the package to the closest Parcel Point (EVRI), Parcel Force.

Please note that we do not offer home collection for returns.

Please note that ECCO does not offer refunds for the Express shipping fee if this option is selected.

 

• To the ECCO store:

  Deliver your package to the closest ECCO store. In case of items purchased online, you’ll need to have your order number (SO-XXXXXX) ready to give to the store staff. The order number can be found in the order confirmation e-mail.

   

  How to return items picked up at ECCO store?

• To the ECCO store:

 

Deliver your package to the closest ECCO store. In case of items purchased online, you’ll need to have your order number (SO-XXXXXX) ready to give to the store staff. The order number can be found in the order confirmation e-mail.

 

Returns may take time

 

It can take approximately 10-16 business days for us to receive your return to our warehouse in Poland. We strongly encourage you to use our prepaid return label included in the parcel. When you return an item, it is important to write down the tracking number of your return label. This number serves as your receipt in case your return is lost during transport.

 

You will be notified via email when we have received your return package.

Your refund will be processed in the original form of payment up to 2-10 business days, as soon as we have received your return package in the warehouse.

Your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

Please note

• If you do not use the provided prepaid return label, you are responsible for the goods until they reach our warehouse.
• If you receive a defective/wrong item or a damaged parcel with missing items, we need photographic evidence of this. Please send a photo to us at customer care so we can investigate further.
• 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.

Size guide

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@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@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.

 

FAQ

 

Terms of use

PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THE ECCO WEBSITE OR MOBILE APPLICATION

 

Subject to these Terms of Use, ECCO Sales Limited (referred to herein as "ECCO", "we", "us" and "our") provides you with access to [insert URL] (hereinafter referred to herein as the "Website") and our mobile application software (referred to herein as the “App”). Our VAT number is 106 128 058.

 

ECCO reserves the right to take any such action as it deems necessary (including without limitation, terminating access to the Website or the App, terminating your accounts and/or cancelling any order for products) in the event that it suspects you are engaging in fraudulent or unlawful activity, or acting in a way which breaches Terms of Use.

 

 

1. Acceptance of Terms of Use

 

1. By accessing and using the Website or App, you are agreeing to these Terms of Use without limitation or qualification. If you do not agree to these Terms of Use, please do not access or use this Website or App.
2. These Terms of Use are available via a link at the bottom of each page on the Website or may be accessed from the menu of the App. You may review or print out the Terms of Use at any time free of charge. We reserve the right to change these Terms of Use at any time and from time to time. Please check these Terms of Use before using the Website or App to review the terms that apply at that time. Your continued use of the Website or App confirms your unconditional acceptance of the then-current Terms of Use in their entirety.If you do not agree to any changes to the Terms of Use, you should cease using the Website and App.
3. From time to time, ECCO may supplement these Terms of Use with additional terms pertaining to specific content or events (“Additional Terms”). Such Additional Terms will be uploaded to the Website or App to be viewed in connection with the specific content or events, and you will be asked to agree to such Additional Terms before engaging with the relevant content or events.

 

2. Use of the Website or App

 

1. You may browse and use the Website and App solely for personal, non-commercial purposes and in compliance with these Terms of Use. You may not distribute, modify, transmit, publish, reuse, repost or use the Website or App or any content made available on the Website or App: (i) for public or commercial purposes without the express written permission of ECCO; (ii) in a manner inconsistent with these Terms of Use; (iii) in violation of any applicable law, rule, regulation or order; or (iv) in a manner that could damage, disable, overburden or impair the Website or App or interfere with any other party's legitimate access to and use of the Website or App, You must not act in a manner likely to misrepresent or damage the ECCO business or brand whilst interacting with the Website or App.
2. You will not use the Website or App to send junk mail, spam (commercial or non-commercial), chain messages or bulk communications of any kind.
3. You will not transmit, distribute, introduce or otherwise make available in any manner through the Website or App any computer virus, key loggers, spyware, worms, Trojan horses, timebombs or other malicious or harmful programming (collectively, "Viruses"). We do not have an obligation to detect the presence of such Viruses. You may not use the Website or App in connection with requesting, harvesting, obtaining or storing any personal information, passwords, account information or information about other users of the Website or App. You may not use any data mining, robots, or similar data gathering and extraction tools in connection with the Website or App. If you download software or any other content from the Website or App, you do so at your own risk.
4. If you choose, or are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms of Use. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us using the contact details set out in Section 16.

 

 

3. Copyright and Trademarks

 

1. The Website, App and all text, audio, video, pictures, music, images, graphics, information, data, content, and other material displayed on, or downloadable from, the Website or App (the "Content") are the property of, or used with permission by, ECCO Sales Limited and/or ECCO Sko A/S and are protected by copyright, trademark and other laws and may not be used except as permitted in these Terms of Use or with the prior written permission of the owner of such material. You may not modify the Content in any way or reproduce or publicly display, perform, distribute or otherwise use any such Content for any purpose. Any unauthorized use of any Content may violate copyright laws, trademark laws, laws of privacy and publicity, or other laws, rules and regulations. You may not remove any copyright, trademark or other proprietary notices from the Website, App or any Content. All rights to Content are reserved by and to the respective owners of such Content.
2. Certain trademarks, trade names, service marks and logos, icons and domain names used or displayed on the Website or App are registered and unregistered trademarks, trade names and service marks owned by ECCO Sko A/S and/or our affiliates. Other trademarks, trade names and service marks used or displayed on the Website or App are the registered and unregistered trademarks, trade names and service marks owned by their respective owners and used with permission by ECCO. Nothing contained on the Website or App grants or should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademarks, trade names, service marks or logos displayed on the Website or App without ECCO's written permission or the written permission of such third-party owner.

 

4. User Communications

 

1. You alone are responsible for any communication, message or other content that you post, upload, submit, transmit or share with ECCO on the Website or App or by electronic mail, including without limitation any data, questions, comments, ideas, concepts, know-how, techniques, suggestions or the like (collectively "User Communications").
2. By transmitting or posting any User Communications, you represent and warrant that such User Communications are your own original work and will not infringe or violate any copyright, trademark, trade secret, rights of privacy, rights of publicity or any other applicable laws. ECCO does not verify, approve, endorse or sponsor any such User Communications submitted by you or other users of the Website or App. We reserve the right to terminate and/or deny your access to the Website or App if we determine, having good reason to do so, that you are violating these Terms of Use, or applicable law, rule, regulation or order or that your conduct is harmful to us, our interests or the interests of another user, a third-party provider, merchant, sponsor, licensor, service provider or any other third party.
3. Subject to the terms and conditions set forth in our Privacy Policy, which can be found here, all User Communications will be treated as non-confidential and non-proprietary information. Accordingly, please do not post, upload, submit or share any User Communications you wish to be kept confidential or for which you expect compensation, acknowledgment or attribution. You hereby grant to ECCO and our affiliates and/or designees, a perpetual, fully paid up, royalty-free, transferable, irrevocable, worldwide license to use, transmit, copy, reproduce, distribute, publicly perform and publicly display the User Communications, and to prepare derivate works based upon such User Communications in any and all media now known or hereafter to become known for any and all commercial and non-commercial purposes, without the need for any acknowledgment, compensation or attribution. You declare and warrant to us that you are entitled to transmit or post User Communications to the Website or App and have all relevant licenses and consents from any relevant third parties. Further, ECCO and its affiliates are free to use any ideas, concepts, know-how or techniques contained in any User Communicationfor any purpose whatsoever including without limitation developing, manufacturing and marketing products.
4. You are prohibited from posting, uploading, submitting, sharing or transmitting any unlawful, threatening, infringing, libelous, defamatory, obscene, inflammatory, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offense, give rise to civil liability or would otherwise violate the law. ECCO will fully cooperate with any law enforcement or regulatory authorities or court order requesting or directing it to disclose the identity of anyone posting any such information or materials.
5. We may monitor or review any User Communications. We shall have no obligation to use, return, or respond to any User Communications. We act merely as a medium for distribution of User Communications. You agree to notify ECCO of any objectionable User Communications. If we become aware of are notified of any concern regarding User Communications, we will investigate the concern. We retain the right to remove any or all User Communications in our sole discretion.

 

5. Personal Information/Privacy Policy

 

1. We value your privacy and are committed to safeguarding your personal information. Please refer to the Privacy Policy for details about what information we collect on the Website or through the App and how we process, store and share such information.

 

6. Termination/Suspension

 

1. We may suspend or terminate your use of the Website or App at any time if we have good reason to do so. We reserve the right to change, suspend, or discontinue all or any aspect of the Website or App at any time to reflect changes to our products, our users’ needs and our business priorities. We will try to give you reasonable notice of any major changes. Additionally, (before ECCO accepts the order) we may cancel any order placed through the Website or App if we have good reason to do so.

 

7. Linking

 

1. The Website or App may contain links to other websites that are not owned, operated or controlled by ECCO or its affiliates (each a "Third-Party Site"). All such links to Third-Party Sites are provided solely for information only. If you use these links, you will leave the Website or App. We are not responsible for your use of any Third-Party Site. We do not endorse, guarantee, or make any representations or warranties regarding any Third-Party Site, or any content or information accessible from such Third-Party Sites, or the results that you may obtain from using any Third-Party Site. If you use any Third-Party Site linked on the Website or App, you do so entirely at your own risk.
2. If you intend to create any link from another website to any page on this Website or App, you must inform us via email at: customercare@eu.ecco.com.
3. We reserve the right to prohibit creation of any such link at any time. Any permitted links to the Website must comply with all applicable laws, rules, regulations and our internal policies. Running or displaying the Website, or App or any Content in frames or similar means on another website without our prior written permission is prohibited.

 

 

8. Disclaimer

 

1. EXCEPT AS EXPRESSLY SET FORTH IN THESE TERMS, THE WEBSITE, APP AND ANY CONTENT ON THE WEBSITE OR APP ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. EXCEPT AS EXPRESSLY SET FORTH IN THESE TERMS AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, ECCO EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, WITH RESPECT TO THE WEBSITE, APP AND ANY CONTENT.
2. UNLESS YOU INFORM US OF YOUR REQUIREMENTS, ECCO MAKES NO WARRANTY THAT THE WEBSITE, APP OR CONTENT WILL MEET YOUR REQUIREMENTS, ALTHOUGH WE MAKE REASONABLE EFFORTS TO UPDATE THE PLATFORM, ECCO MAKES NO WARRANTY THAT THE WEBSITE, APP OR CONTENT, OR YOUR USE THEREOF WILL BE UNINTERRUPTED, TIMELY, SECURE, CURRENT, ACCURATE, COMPLETE, OR ERROR FREE.
3. ECCO DOES NOT GUARANTEE OR WARRANT THAT THE WEBSITE, APP OR ANY CONTENT WILL BE FREE OF INFECTION FROM VIRUSES, WORMS, OR OTHER CODE THAT HAS CONTAMINATING OR DESTRUCTIVE PROPERTIES. YOU UNDERSTAND AND AGREE THAT ANY CONTENT DOWNLOADED OR OTHERWISE OBTAINED THROUGH THE USE OF THE WEBSITE OR APP IN BREACH OF THESE TERMS OF USE IS AT YOUR OWN DISCRETION AND RISK.
4. THE WARRANTY DISCLAIMERS SET FORTH IN THIS SECTION 8 DO NOT APPLY TO THE EXTENT PROHIBITED BY LAW. PLEASE REFER TO YOUR LOCAL LAWS FOR ANY SUCH PROHIBITIONS.
   

 

9. Limitation of liability

 

1. WE DO NOT EXCLUDE OR LIMIT IN ANY WAY OUR LIABLITY TO YOU WHERE IT WOULD BE UNLAWFUL TO DO SO. THIS INCLUDES LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE OR THE NEGLIGENCE OF OUR EMPLOYEES, AGENTS OR SUBCONTRACTORS, AND FOR FRAUDULENT MISREPRESENTATION.
2. IN NO EVENT WILL ECCO BE LIABLE FOR ANY DAMAGES, DIRECT OR INDIRECT, INCLUDING, WITHOUT LIMITATION, CONSEQUENTIAL, INCIDENTAL, OR PUNITIVE DAMAGES (AND DAMAGES FROM LOST PROFITS, INTERRUPTION OF BUSINESS, LOST DATA), WHICH ARISE DUE TO YOUR FAULT IN CONNECTION WITH YOUR ACCESS TO, INABILITY TO ACCESS, OR YOUR USE OF THE WEBSITE, APP OR CONTENT, OR RESULTING FROM ANY PRODUCTS PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH THE WEBSITE, APP OR RESULTING FROM UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA.
3. EXCEPT AS EXPRESSLY STATED ON THE WEBSITE AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, ECCO MAKES NO OTHER WARRANTY REGARDING ANY USE OF, OR ANY TRANSACTIONS ENTERED INTO THROUGH, THE WEBSITE OR APP.
4. THE LIMITATIONS OF LIABILITY SET FORTH IN THIS SECTION 9 DO NOT APPLY TO THE EXTENT PROHIBITED BY LAW AND DO NOT AFFECT YOUR RIGHTS UNDER CONSUMER LAW. PLEASE REFER TO YOUR LOCAL LAWS FOR ANY SUCH PROHIBITIONS.

 

 

10. Indemnification

 

1. Unless prohibited by applicable law, you agree to compensate each of ECCO, its parents, subsidiaries, affiliates, officers, directors and employees, from and against all losses, expenses, damages and costs, including reasonable legal fees, resulting from or related to, the violation of these Terms of Use by you, or the infringement by you, or any other user using your account, of any intellectual property or other right of any person or entity.

 

11. Governing Law and venue

 

1. We provide the services of the Website and App from our offices within The United Kingdom. We make no representation that the content on our Website or App is appropriate, legal or available for use in other locations. These Terms of Use shall be governed by and construed in accordance with the laws of The United Kingdom, without giving effect to its conflicts of law provisions. A printed version of these Terms of Use will be admissible in judicial and administrative proceedings based upon or relating to these Terms of Use to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.
2. Any controversy or claim arising out of or relating to these Terms of Use, your use of the Website or App or your purchase of any products from the Website or App shall be settled by the competent courts of The United Kingdom.
3. You acknowledge that a breach of these Terms of Use which: (i) relates to intellectual property rights or confidential information; and (ii) is likely to cause significant commercial harm to ECCO, may result in irreparable injury to ECCO that cannot be compensated for adequately by damages. Consequently, ECCO shall be entitled, in addition to all other remedies available, to seek injunctive, specific performance and other equitable relief to prevent such a breach.

 

12. Remedies for Breach of these Terms by You

 

1. Without limiting any other rights or remedies, in the event that ECCO determines, having good reason to do so, that you have breached any portion of these Terms of Use, or have otherwise demonstrated inappropriate conduct, ECCO reserves the right, in particular, to (i) warn you via e-mail that you have violated these Terms of Use; (ii) delete any content provided by you or your agent(s) to the Website or App; (iii) discontinue your access to the Website or App, (iv) notify and/or send content to and/or fully cooperate with law enforcement authorities for further action; and/or (v) any other action which ECCO deems to be appropriate.
2. If your ability to access and/or use the Website or App or any other service provided to you by ECCO is discontinued by us hereunder in accordance with these Terms of Use, then you agree that you shall not attempt to re-register with or access the Website or App, any other service provided by ECCO, through use of a different member name or otherwise.

 

13. Copyright Complaint

 

1. We respect the intellectual property of others, and we expect users of the Website or App to do the same. If you believe that your work has been copied and is accessible on our Website or App in a way that constitutes copyright infringement, you may notify our designated Copyright Agent at the following:

 

ECCO SKO A/S

Att.: Group Legal

Industrivej 5

6261 Bredebro

Denmark

 

  or at email: legal@ecco.com

 

2. We recommend thatclaims of copyright infringement are made in writing and include the following information: (i) an electronic or physical signature of the person authorized to act on behalf of the owner of the copyright interest; (ii) a description of the copyrighted work that you claim has been infringed, including the URL (i.e., web page address) of the location where the copyrighted work(or a copy of the copyrighted work) exists; (iii)the URL or other specific location on our Website or App where the material that you claim is infringing your copyright interest is located; (iv) your address, telephone number, and email address; (v) a statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law; and (vi) a statement by you,, that the above information in your notice is accurate and truthful, and that you are the copyright owner or authorized to act on the copyright owner's behalf.

 

14. Children

 

1. Access to and use of the Website or App is intended only for people over the age of 18. The Website and App is not intended to be used by minor people under the age of 18 (“Minors”). Minors accessing the Website or App should obtain the permission and assistance of a parent or legal guardian. If you allow a Minorfor whom you are a legal guardian , to access the Website or App, you will be solely responsible for: (i) the online conduct of such Minor; (ii) monitoring such Minor's access to and use of the Website or App; and (iii) the consequences of any use of the Website or App by such Minor.

 

15. Miscellaneous

 

1. In the event that any provision of these Terms of Use conflicts with applicable law, rule, regulation or order or if any provision is held invalid by a court with competent jurisdiction, then such provision will be deemed to be restated to reflect as nearly as possible the original intentions of the parties, and the remainder of these Terms of Use will remain in full force and effect.
2. Any failure by ECCO to insist upon or enforce strict performance of any provision of the Terms of Use or to exercise any right under the Terms of Use will not be construed as a waiver or relinquishment of our right to assert or rely upon any such provision or right in that or any other instance, rather, the same will be and remain in full force and effect.
3. You represent to ECCO that you have the authority to access and use the Website or App according to these Terms of Use. These Terms of Use and any Additional Termsconstitute the entire understanding between the parties as to the subject matter here of, and supersede all prior agreements and understandings.

 

16. Contact Us

 

1. We welcome your comments and questions. Please contact us at:

 

ECCO Europe Service Center sp. z o.o.

Żwirki i Wigury 16B

02 - 092 Warszawa

Poland

attn.: Customer Care

Phone number: +44 20 3769 4070

E-mail: customercare@eu.ecco.com

 

 

 

 

Last updated: 02/2024

Terms and Conditions for Sale and Delivery

Sales and Delivery Conditions for purchases made on https://gb.ecco.com (herein after referred to as the “Website”).

 

Click here to download a copy of these Sales and Delivery Conditions for future reference.

 

1. Introduction

 

1. The Website is owned and operated by: ECCO Sales Limited, registration number: 7317197, whose registered office is at 102 Kensington High Street, Kensington, London, W8 4SG, Great Britain (herein referred to as “ECCO”, "we," "us" and "our"). ECCO’s VAT number is 106128058.
2. These Sales and Delivery Conditions apply to the purchase and delivery of goods sold on the. Website for delivery in United Kingdom. We do not deliver to The Hebrides, The Isle of Man, The Isles of Scilly, The Shetland Islands or the Channel Islands. If you wish to purchase our products and have them delivered in another country, please go to the ECCO website for that particular country (by selecting that country from the drop-down menu available on the Website).

 

2. Ordering and purchasing of products

 

2.1 Products

1. The products we sell online are displayed on this Website and include but are not limited to footwear, bags and shoe care products.

 

2.2 Purchasing

1. By placing an order and clicking the button “I order and pay” you are offering to purchase a product on and subject to these Sales and Delivery Conditions.
2. In order to place an order with us you must be: (i) over 18 years of age; and (ii) possess a valid credit or debit card, or bank account, as specified in point 2.5.
3. When placing an order you confirm that: (i) all details you provide to us are true and accurate, (ii) you are an authorised user of the credit card, debit card or other payment method used to place your order; and (iii) there are sufficient funds to cover the total purchase price and delivery cost if applicable).

 

2.3 Acknowledgement of your order and order confirmation

1. When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement that we have received your offer to purchase a product and will not constitute acceptance of your order.
2. A contract between us for sale of the goods will not be formed until your order is ready to be shipped, at which time we will send you an order confirmation e-mail as well as the invoice and shipment information. Therefore, the contract is concluded the moment when we send you an order confirmation e-mail and/or text message.
3. You accept that all communications regarding the order including order confirmation, invoice, delivery information etc. are sent via e-mail.

 

2.4 Price and Availability

1. All prices of the products available on the Website are provided in GBP and include VAT. For some orders you may be liable to pay an additional fee for delivery, and the value of such delivery fee shall be communicated to you prior to placing your order.
2. All orders are subject to availability and confirmation thereof as there may be rare occasions where it is not possible to fulfil an order (for example, two orders are placed for the exact same product and only one is available to send).
3. We reserve the right to cancel an order at any time before ECCO accepts the order if it is not possible to deliver the ordered product and ECCO has a reasonable, valid reason for the cancellation. You will be informed if such a situation arises, and any payment or reservation made on your payment card or other means of payment will be returned or cancelled.
4. We may from time to time offer products which are limited edition (i.e. such products will not be available permanently or long term). This means that if you wish to exchange or raise a valid claim with us regarding such products it will not always be possible to deliver an identical replacement product, in which case we will refundthe purchase price (and the cost of basic rate delivery at the time of the order) to you instead.

 

2.5 Payment

1. Information about your chosen payment method must be provided to us when placing an order on the Website.
2. Upon receiving your order we carry out a standard pre-authorisation check for credit or debit cards and for bank transfer we do a control check. We do this to ensure there are sufficient funds to fulfil the transaction. Products will not be dispatched until this pre-authorisation check or control check have been completed. Your card will be debited once the order has been accepted and we ship your products. For bank transfer your account will be debited as soon as the order has been placed.
3. We accept the following cards: Visa, Visa Electron, Mastercard credit and Mastercard debit. [Include other relevant payment cards, e.g.: We accept Przelewy24 for bank transfers, Ideal etc..]
4. When paying with credit or debit card, the full amount is reserved on your account by us and payment is debited from your card only at the time of dispatch of your products.
5. Your connection is always secure with us and encrypted with 256 bit cipher.
6. ECCO Online Shop is using 3D Secure Visa and Mastercard.
7. For security reasons, we do not store any payment information in our database.

 

2.6 Discount Codes

1. We may from time to time offer promotional discount codes, which may apply in respect of any, or certain specified, purchases made though the Website.
2. The terms and conditions governing potential use of any discount code will be specified at the time of the campaign.

 

3. Delivery

 

1. We try to dispatch and deliver to you the ordered goods as soon as possible. Dispatch times may, however, vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or events outside our control. We deliver free of charge within the United Kingdom. We do not deliver to The Hebrides, The Isle of Man, The Isles of Scilly, The Shetland Islands or the Channel Islands.
2. All products purchased from the Website are delivered pursuant to a shipment agreement. The service providers under the shipment agreement are DHL Express, Evri and Parcelforce. Accordingly, the risk of loss and title to such purchased products passes to you upon delivery to you at the address provided by you. Delivery will be made dependent on the service: For Express Delivery (at a fee of GBP 5.95) we deliver with DHL Express within 3-4 business days and for standard delivery within 6-10 business days after your order has been accepted by ECCO. The time required for the ordered goods to be delivered to you includes the time necessary to prepare the ordered goods for shipment and the time needed for delivery of the goods by the service provider.

 

4. Descriptions

 

1. If a product purchased on the Website does not conform to the product description, you may: (i) return the unused product in exchange for a refund or (ii) (where the defect is capable of remedy) request that the defect is remedied. Please see below on how to return a product.

 

5. ‘Click and Collect’

 

1. You can use the “Click and Collect” option in which case you are making an online offer to purchase the product and the only difference between “Click and Collect” and the online sales procedure is that for “Click and Collect” you pick up your purchase in the designated store.
2. When you offer to purchase a product using the “Click and Collect” option, you will receive an acknowledgement e-mail confirming receipt of your reservation. This email will only be an acknowledgement that we have received your request to either reserve a product or your offer to purchase and will not constitute acceptance of your reservation/order or an acknowledgement of that we have the ordered product in stock in the chosen physical store.
3. When the product(s) you have offered to purchase is ready for you in the store, we will send you an e-mail stating that your purchased product is now ready for you in the store. We will reserve your product for 5 days from the date of the e-mail referred to in this point 5.3.
4. Please note that, for the reservations, the actual price payable is the price valid at the actual pick-up time. In order to benefit from the discount available at the time when the reservation is made, we kindly ask you to pick-up the order during the campaign period or to finalize the transaction online by placing an order with immediate payment.

 

6. Cancellation and returns

 

1. You may cancel an order up until the time of dispatch by contacting our Customer Care team (see contact details below under point 10). If we have taken payment the full amount will be returned to you via the original method of payment.

2. When you shop with us, we want you to be completely satisfied. If you are not satisfied with a purchase made on the Website, you may return the ordered goods for a refund of the purchase price. We can only accept returns of products purchased through the Website. All purchases made through another ECCO sales point must be returned to the original place of purchase.

3. Any refund made under these Sales and Delivery Conditions shall be a refund of the price paid for the product and (if the product was delivered to you) the cost of basic rate delivery at the time of the order.

4. You can return your item to us within 30 days by sending the item to:

 

ECCO (Poland) Sp. z o.o.

ul. Sokołowska 24 

05-806 Sokołów 

Poland

 

5.  The deadline of 30 days is counted from the date when the ordered goods have been successfully delivered to you.

6.  Your request to return an item may be sent to us in any form and by any means of correspondence. You may also use the specimen return form attached to these Sales and Delivery Conditions, and we will acknowledge receipt of any return form. You should send the goods within 14 days counted from the date of the request to return those goods.

7.  We will reimburse the purchase price of the returned goods to the original form of payment within 14 days from the date we: (i) receive the returned goods, or (ii) receive evidence from you that you have sent the goods, whichever is earlier. You will be notified via email when this refund has taken place.

8.  In order to speed up the return and the reimbursement of the purchase price, you may apply our return procedure:

 

The easiest way to return an item:

Step 1: Complete the return form by checking the appropriate box with the reason for your return - if you wish to inform us why you are returning the products.

Step 2: Place the return form inside the box with the products. You should package the products safely and securely, to minimize the risk of loss or damage in transit.

Step 3: Send this form with the products you wish to return.

Step 4: Attach the prepaid return label on your box (Please do not attach the prepaid return label on the original shoebox).

Step 5: Deliver the package to your closest EVRI Parcel Point. You may find the closest drop off location at: https://www.evri.com/find-a-parcelshop#/

9. Returns may take time

1. It can take approximately 10 days for us to receive your return to our warehouse.We strongly encourage you to use our prepaid return label included in the original parcel and to keep your receipt as proof of postage.
2. Your banking institution may require additional days to refund your account once they have received the payment from us.
3. Please note that if you do not use the provided prepaid return label, you are responsible for loss of, or damage to, the goods until they reach us at the designated return address.
4. If you do not use the provided prepaid return label to return the goods, you are obliged to cover the direct cost of returning the goods. We are responsible for return shipping costs if we have sent wrong or defective goods to you.
5. The returned goods should only be used to verify their character, features and functionality. You may try on the products, but you must only handle them as you would in a shop. If you return an item which you have used more than as permitted by this point 6.9.5. we may not refund you.
6. If you receive a defective or incorrect item or a damaged parcel with missing items, we ask that you provide photographic evidence. Please send a photo to our Customer Care team so we can investigate further (see contact details below under point 10).
7. We will refund your payment based on your instructions in the return form. We can only issue a refund to the same card used for the original purchase. We do not hold title to the returned products until the item arrives at the designated return address. Alternative returns policies may apply to particular products and product lines, and such policies will be notified to you prior to purchase of any product subject to such policies.
8. If you have any questions about our returns process, please contact Customer Care (see contact details below under point 10).

 

7. Product warranty and claim handling

1. We are obliged to deliver to you the ordered goods free of any defects and in conformity with these Sales and Delivery Conditions.
2. If the ordered goods are defective, you have the right to:
   1. request a partial or full refund;
   2. demand exchange of the defective product for a product free from defects; or
   3. demand that we remedy the defects.
3. Subject to point 7.4, you do not have the right to request a refund if we immediately and without excessive inconvenience exchange the defective product for one free from defects or immediately remedy the defect, at your request or with your agreement.
4. Point 7.3 does not apply where the product has already been replaced or repaired by us, or we have not discharged the duty of exchanging the product for one free from defects or remedied the defect when requested to do so by you.
5. If it is impossible to remedy the defect and to bring the product to conformity with the contract or it involves disproportionate costs in comparison with providing a replacement, we may replace the defective product for a product free from defects regardless of your request in this respect.
6. If you have a complaint regarding the products you have received please contact our Customer Care team (see contact details below under point 10) and they will inform you how to proceed and what information we need in order for us to process your complaint.
7. We will confirm the receipt of your complaint and respond to your complaint within 14 days.
8. We are responsible for the product defects if they are detected within six months from the date the product was delivered to your address. Your right to claim a refund due to the products’ defects is limited to 30 days from the date of delivery (however in some circumstances you may be able to claim a refund after this date); if you have requested replacement of the product for one free from defects or remedy of the defect, the 30 day period to submit a refund request is paused whilst the product is remedied or replaced.

 

8. Personal Information/Privacy Policy

1. Please refer to our Privacy Policy (which can be viewed here: https://gb.ecco.com/en-GB/CustomerCare/Privacy-Policy) for details about what information we collect and process about you when handling your orders and about your rights as a data subject.

 

9. Governing Law and venue

1. These Sales and Delivery Conditions shall be governed by and construed in accordance with the laws of the United Kingdom, without giving effect to its conflicts of law provisions. A printed version of these Sales and Delivery Conditions will be admissible in judicial and administrative proceedings based upon or relating to these Sales and Delivery Conditions to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.
2. Any controversy or claim arising out of or relating to these Sales and Delivery Conditions or your purchase of any products from the Website shall be settled by the competent courts of the United Kingdom.

 

10. Contact details

1. Contact details Customer Care:

Phone number: +44 20 3769 4070

E-mail: customercare@eu.ecco.com

Address: ECCO Europe Service Center sp. z o.o., Żwirki i Wigury 16B, 02 - 092 Warszawa, Poland, attn.: Customer Care

 

11. Return form

To ECCO (Poland) Sp. Z.o.o, ul. Sokolowska 24, 05-806 Sokolow, Poland

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

 

Version 02/2024

Klarna

1. How it works & Payment information
2. Terms and Conditions 
3. Privacy Policy
4. FAQ

Have you received my return?
It takes around 10-16 working days for us to receive and process your return. As soon as your return is registered and processed at our warehouse, we will refund you the purchase amount and notify you via email. We will refund you to the same payment method you used when placing your order. The refunded amount will be visible in your bank account within 2-10 days, after receiving a return confirmation via email.
Klarna: To avoid reminders, we ask you to contact Klarna who handles the invoicing, then they will freeze the invoice while we wait for the return. You can contact Klarna's Customer Service on Telephone: 0808 189 3333 or visit their website: https://www.klarna.com/uk/ 
You can track your return here using your tracking number from your return label.

I have received a reminder invoice even though I have paid my invoice.
Payment reminders are sent automatically at the beginning of each month. Sometimes the reminder is sent out before the payment has had time to be registered. In that case, you can ignore the reminder. If you are unsure whether Klarna has received your payment or not, please contact Klarna's customer service on 0808 189 3333 or via chat here: https://www.klarna.com/uk/customer-service/.

I have received a reminder invoice even though I have returned an item.
It takes approximately 10-16 business days for us to receive and process your return. Sometimes a reminder invoice is sent out before we have had time to register the return. In that case, please contact Klarna to inform them about the return. You can contact Klarna's Customer Service by phone on 0808 189 3333 or via chat here: https://www.klarna.com/uk/customer-service/.
I have general questions regarding my Klarna invoice.
Please contact Klarna by phone 0808 189 3333, via chat here: https://www.klarna.com/uk/customer-service/ or visit Klarna's FAQ section for more information: https://www.klarna.com/uk/customer-service/.

How do I pay for my order?
We offer the following payment methods: 
Visa 
MasterCard
PayPal
Klarna:
- 30 day invoice payment
- pay in 3 installments

When will I be charged?
When paying with credit card, the full purchase amount of your order is reserved on your bank account.
The amount will be debited from your card once the order is shipped.
For invoice payments via Klarna, you will receive an invoice directly from Klarna with 30 days to pay. If you have chosen payment in 3 installments, the first installment will be charged to your card when we ship your order, and the next two installments will be automatically charged 30 and 60 days after the first installment, respectively.