Returns & Exchanges

We want you to feel confident in your ECCO purchase. Here’s how returns and exchanges work for online and in-store purchases.

Online orders

Returns (14 days)

You may return items within 14 days of receiving your order if:

• Items are unworn and unused

• Items are in original state and packaging

• You have proof of purchase from my.ecco.com.

How to return?

1. Initiate your return within 14 days of receiving the items

2. Pack items securely in original packaging

3. You can drop off at any designated EasyParcel drop-off point, or at selected ECCO Concept Stores in Malaysia.

   • Drop Point Return

     1. Submit your return request here using your 11-digit order ID (starting with “MY”).

     2. Within 3 business days, our customer service team will email you a consignment note. Please print and attach it to your return, then pack the item(s) securely and drop them off at the designated EasyParcel drop-off point.

     3. Ensure the item(s) are well packed, as we are not responsible for damage during transit. Place the shoes in the shoe box, then pack it inside a larger carton or suitable bag and seal it securely. Do not use the shoe box as the return carton.

   • In-Store Return

Refunds

• Refunds are processed after the returned items are received and inspected. This may take up to 10 business days.

• Once approved, refunds will be processed in the original form of payment within 2-10 business days. No cash refunds are allowed.

Exchanges

Product(s) for online orders in new & original condition can be exchanged for a different size within 14 working days of receipt of delivery. Kindly drop us an email at cs.my@ecco.com with your preferred size to initiate an exchange (subject to stock availability). Do note that exchange for a different model is not allowed due to inventory restrictions. Size exchanges can only be processed in ECCO Concept Stores.

Store purchases

Exchanges (14 days)

You may exchange items within 14 days of purchase if:

• Items are unworn and unused

• Items are in original state and packaging

• You bring proof of purchase

Price differences

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

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

Returns

Store purchases are not eligible for returns/refunds for change of mind.

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.