At ECCO Footwear Gallery US, we want you to be completely satisfied with your premium footwear purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process within 15 days of receiving your items.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Items must be unused, in original condition with all tags attached
  • Items must be in their original packaging
  • Returns must be initiated within 15 days of delivery
  • A valid proof of purchase is required
Note: For hygiene reasons, we cannot accept returns or exchanges on certain specialized footwear:
  • Spiked golf shoes (due to wear patterns on spikes)
  • Custom-fitted mountaineering and trekking boots
  • Any footwear showing signs of wear or outdoor use

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for approval – Our team will review your request and send you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.
  3. Package your return – Securely pack the items in their original packaging with the RMA number clearly visible on the outside.
  4. Ship your return – Send the package to our returns center at the address provided in your RMA instructions. We recommend using a trackable shipping service.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear ECCO Footwear Gallery US Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number] placed on [Order Date]. Details of item(s) to be returned/exchanged: – Product Name: – Size: – Color: – Quantity: – Reason for return/exchange: I have reviewed the Returns & Exchanges Policy and confirm that the items meet all eligibility requirements. Please provide the RMA number and return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information] [Order Number]

Refund Process

Once we receive and inspect your returned items:

  • Refunds will be processed within 3-5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable unless the return is due to our error
  • You will receive an email confirmation when your refund has been processed

Note: Depending on your financial institution, it may take additional time for the refund to appear in your account (typically 5-10 business days for credit cards).

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly indicate in your email that you’re requesting an exchange and specify your desired replacement item
  • We will ship your replacement item once we receive and process your return
  • If the exchange item is more expensive, you’ll need to pay the difference
  • If the exchange item is less expensive, we’ll refund the difference

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend:

  • Using a trackable shipping method
  • Retaining your shipping receipt until your refund is processed
  • Insuring the package for its full value

Our returns center address will be provided with your RMA instructions.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We will arrange for a free return and replacement

Questions?

For any questions about our Returns & Exchanges Policy, please contact our customer service team:

ECCO Footwear Gallery US
Email: [email protected]
Phone: [Insert Customer Service Phone Number]
734 Oliver Street, Fort Worth, TX 76107, United States

We appreciate your business and strive to make every ECCO footwear purchase a perfect fit for your needs!