FREQUENTLY ASKED QUESTIONS

Product Availability

Occasionally, a particular shoe is not available for immediate despatch. In the event that we cannot meet our normal delivery times, we will notify you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Service

All items are shipped by 1st Class Royal Mail or Interlink Express. For overseas deliveries items are shipped by Air Mail via Royal Mail.

Delivery - How Quickly Will My Order by Despatched?

Orders confirmed before 1pm will be usually despatched the same day.
Orders confirmed after 1pm will usually be despatched on the next working day (Mon - Fri).

Occasionally, a particular shoe is not available for immediate despatch. In the event that we cannot meet our usual delivery times, we will notify
you of the expected delivery date by e-mail, and give you the option to cancel your order.

Delivery Times - How Long Will it Take to Receive My Order?

For delivery within the UK, please allow 5 - 7 working days for delivery.
For deliveries to Europe, please allow 7-10 working days for delivery.
For deliveries to the rest of the world, please allow 10-12 working days for delivery.

Please note that these delivery times are estimates, and delivery may take longer. Whilst we make every effort to despatch your order promptly, delivery may take longer than the times quoted above due to circumstances beyond our control.

Missing Deliveries

If you think the delivery of your goods is overdue, please contact our deliveries department.

It may be worthwhile contacting your local postal sorting office as it is possible that they have already tried to deliver your goods but were unable to.

Delivery Cost

Destination	Cost / £
UK	Over £5 : FREE POSTAGE Under £5 : £5 flat rate
Europe	£10 for first item, £2 per additional item
Rest of World	£18 for first item, £3 per additional item

365 Day Returns Policy

eccomailorder.co.uk operates a 365 day returns policy. All we ask is that your shoes are sent back to us in the original packaging, unworn and re-sellable as new.

Please enclose your returns note when returning your shoes. Please click here to print a copy.

Once your return is received and checked, your refund will be processed and a credit will be automatically applied to your credit card or original payment method.

Our returns policy does not affect your statutory rights.

Incorrect or Damaged Goods

If you have received incorrect or damaged goods, we will give a full refund. In the case of a refund for damaged goods, we reserve the right to an independent opinion on whether the goods qualify for a refund.

In the case of incorrect or damaged goods, we will reimburse the cost of you posting the goods back to us as long as the cost has been agreed with our Customer Services Department first. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Unsuitable Goods - your right to cancellation

If you feel the goods are unsuitable for you, we will refund the cost of the goods provided they are returned to us within 7 days of your receipt date and the goods are in a new and unused condition, with all their original packaging.

In the case of unsuitable goods, you must bear the cost of returning the goods to us. We strongly advise that you use a recorded delivery service. If a recorded delivery service is not used and the goods do not reach us, we cannot be held responsible for the cost of the goods.

Returns Procedure

Please follow the below procedure to return goods to us:

Print out and complete our Returns Note
Please provide a full description of the reason for return in the space provided.
Wrap the items in their original packaging with all tags and labels etc relating to the returned goods.
Send the package with the completed Returns Note to:
Ecco
50 High Street
Lymington
Hampshire SO41 9AG
Please note, we strongly advise that you use a recorded delivery service. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.
Please allow 14 days for us to process your return. We will notify you by e-mail when we have processed your return. No returns can be processed unless these conditions are adhered to.

Exchanges

If you wish to exchange your goods, you may do so within 28 days of your initial receipt of goods. You will be responsible for the cost of returning the goods to us unless otherwise agreed with our Customer Services Department. We strongly advise you to use a recorded delivery service to return the goods. If you do not use recorded delivery and the goods do not get delivered back to us safely, we cannot be held responsible.

Customs Charges

When ordering goods from us for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

110% Price Promise

eccomailorder.co.uk is pleased to offer a 110% price promise, this price promise ensures that you will always be getting the lowest prices.

If you find the item at a lower price we will match the price, plus 10% of the difference. If you find the item cheaper elsewhere all you need to do is fill in the 110% price promise form below of the item you are looking to match. We will then check the details and e-mail you a code to use for your purchase. We will aim to give you a response within 24 hours (Mon-Fri)

Terms & Conditions

The item must be identical including size and colour.
The item must include delivery to your door.
The item must be in stock and available for immediate delivery
The item must not be on special offer, in clearance or discounted
The company must ship from Europe and be able to supply a valid V.A.T number

The price promise applies to online retailers only.

Privacy Policy and Data Protection

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. We do not disclose your information to third parties (except for delivery purposes). The type of information we collect about you includes:

Your name
Address
Phone number
E-mail address
Date of birth

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information which we hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code.

Temporary Browser Cookies are used on this site, but only to maintain the contents of your shopping cart, and the cookies are deleted once you have completed your order or close your browser window. Data collected by this site is used to:

Take and fulfill customer orders.
Administer and enhance the site and service.

Complaints

Should you have cause to complain, please contact us by email and we will endeavour to reply within two working days.

Shoe Size Conversion Chart

Euro	36	37	38	39	40	41	42	43	44	45	46
UK	3	4	5	6	6.5	7	8	9	10	11	12

Your Name		Your Email
Price Found		Website of Product
		Product Code