Comfort Fit Exchange*

Sometimes the fit feels different once you’ve taken a few steps. Comfort Fit Exchange is designed for that.

What it is?

A one-time exchange option within 7 days of purchase for shoes that are lightly worn, after a fit assessment in-store.

Eligibility

You can request a Comfort Fit Exchange if:

• It is within 7 days from purchase date

• Shoes are lightly worn (see definition below)

• You have proof of purchase (online or store)

• You visit an ECCO Concept store in Malaysia for a fit assessment

What you can exchange for

• Exchange is in-store only

• Exchange is subject to inspection and stock availability

• If the replacement item is higher in price, you will need to top up the difference

• No refunds

• If the replacement item is lower in price, the difference is not refundable

• Exchange is final for change-of-mind exchanges (this does not affect your statutory rights for defective goods)

What “lightly worn” means? (inspection guide)

To qualify, the shoes must show only light signs of wear and be in clean, resalable condition:

• Light surface marks only (no heavy outsole abrasion)

• No stains, tears, damage, or repairs

• No strong odour

• Insoles intact

• Original packaging is required.

Final decision: Eligibility is determined after in-store inspection and fit assessment.

How it works (customer steps)

1. Bring the shoes, packaging, and proof of purchase

2. Visit an ECCO Concept Store in Malaysia within 7 days

3. Complete a fit assessment with our store team

4. If approved, select an exchange pair (stock permitting)

5. Top up the difference if the new pair costs more

6. Exchange is completed in-store and is final

Important notes

Purchases from other retailers / marketplaces

This page applies to purchases made from:

• my.ecco.com, and

• participating ECCO Concept Stores in Malaysia

If you purchased from a department store, marketplace, or third-party retailer, please follow the policy of that retailer.

Faulty items

If you believe your item is faulty, please contact Customer Service or visit an ECCO store for assessment. This policy does not affect your statutory rights for defective goods.

For hygiene reasons, certain items (e.g., socks/insoles/care products) may be non-returnable unless defective.

Should you have any questions or need assistance, please contact us at our customer service email cs.my@ecco.com.