If you have questions, need help with an order you've received, or if you need to return an item please see the information on your packing slip. You can email us at eccocanada@ecco.com.

Due to the processing times of our orders, we are unable to cancel or change orders once they have been placed.

Orders are automatically accepted into our system the moment you click submit. If placed before noon, your order will leave our warehouse the same day; otherwise, it will ship the next business day. UPS delivery typically arrives within 2–7 business days, with deliveries made Monday through Saturday. ECCO does not process orders on Saturdays, Sundays, or statutory holidays.

You can track your order here.

Shop with confidence and enjoy free returns on all eligible orders.

Important Update: Starting February 25, 2026, returns for orders placed on ca.ecco.com must be submitted through our new electronic return portal.

How do I make a return?

• Go to our online return portal: click here

• Have your order number ready. It starts with one of these prefixes: EC or CA.

• Enter the email address used to place the order.

We’ll check your return eligibility and contact you if we need more info.

What are the return requirements?

• Returns must be made within 30 days of purchase.

• Items must be unused and unworn to qualify for a refund.

• Socks must be unopened and unworn.

• Refunds exclude original shipping and handling fees.

• For promotional purchases (e.g., 10% off $250, Buy More Save More), refunds are pro-rated unless all qualifying items are returned.

• Use the prepaid return label provided through our online portal to ship your items back.

• Refunds will be credited to the original payment method within 2-4 weeks. You’ll get an email confirmation.

Important details

• Returns accepted only for Canadian orders placed via ca.ecco.com.

• Items purchased at ECCO retail stores or other retailers must be returned there.

• We may refuse returns violating ECCO policies.

• If returned items are worn or damaged, we will contact you and send them back without a refund.

• Customer Service is available via email or chat:

  • Monday–Thursday: 9am–6pm ET

  • Friday: 9am–3pm ET

  • Closed Saturday & Sunday

Where do I send my return?

NLS 350 Admiral Blvd Mississauga, ON L5T 2N6

We accept the following methods of payment:

• Visa

• Mastercard

• American Express

• Discover

• PayPal

• Klarna (Pay Over Time)

• Apple Pay

• Google Pay

When placing an order on ca.ecco.com, your payment will be processed once your order has shipped. Your transaction is always secure. Our Customer Service team is available to assist you with any questions and to ensure your shopping experience is exceptional.

Please note: Gift card redemptions are not currently available online. We apologize for the inconvenience. Gift cards can still be redeemed at our store locations.

Unfortunately no, ca.ecco.com does not accept prepaid credit cards on our website due to our selected fraud filters.

No, at this time ca.ecco.com only ships within Canada. ECCO can only accept orders paid with credit cards drawn on Canadian banks.

If you have questions, need help with an order you've received, or if you need to return an item please see the information on your packing slip. You can email us at eccocanada@ecco.com.

Yes, ECCO has a 1-year limited warranty that all of our products are free from any manufacturing or material defects. But this isn't a guarantee against wear and tear. If you have any questions about a product you bought at ca.ecco.com please contact us.

See our Warranty Policy for more information.

ECCO shoes are manufactured in European sizes. Please use our size conversion chart to find your size.

ECCO does not stock the original laces for all shoes, but we do sell many replacement laces.

This is not a good idea. Laundry soap will remove the softening agents in the leather and the leather would become hard and shrink.

We recommend using shoe trees whenever your shoes aren't being worn. Unvarnished cedarwood or sandalwood shoe trees are ideal as they help maintain the shape while also absorbing moisture from the leather. Shop shoe tree.

Not all ECCO shoes are waterproof. Only styles made with ECCO Waterproof or GORE-TEX technology offer waterproof protection. Look for these features in the applicable product description when browsing our collection.

While most ECCO shoes come in a standard fit, select styles feature our innovative Dual-Fit technology. Dual-Fit shoes include a removable insole that allows you to customize the fit — keep the insole in for a snug feel or remove it for a wider fit and more room in the toe area. Dual-Fit availability is noted in the applicable product description. Click here to explore all Dual-Fit technology styles.

Yes, ECCO has a 1-year limited warranty that all of our products are free from any manufacturing or material defects. But this isn't a guarantee against wear and tear. If you have any questions about a product you bought at ca.ecco.com please contact us.

See our Warranty Policy for more information.

ECCO has a country-wide network of distributors. This means that there is a very good chance that there will be a store near you. Use our store locator to find a retailer near you.