Häufige Fragen (FAQ)

Impressum

ECCO (Deutschland) GmbH
Friesenweg 28
22763 Hamburg
DE MWST-Nummer: DE 275 752 619
Sitz: Amtsgericht Hamburg, HR B 132432

Rücksendungen und Reklamationen werden am Friesenweg 28 nicht angenommen und umgehend an den Absender zurückgeschickt.

Sie möchten etwas retournieren? Finden Sie alle Informationen hier.

Größentabelle

Terms and Conditions for Sale and Delivery

Subject to these T&C´s,

ECCO (Deutschland) GmBH

Friesenweg 28

22763 Hamburg

DE MWST-Nummer: DE 275 752 619 

Sitz/Registergericht: Amtsgericht  Hamburg, HR B 132432

Geschäftsführer; Per Rommelhof Reimer, Gerd Rahbek-Clemmensen, Nadina Pellegrino.

Telephone no. (customer care no.) +49 40 79729172 (free of charge)

Email: (customer care email) kundenbetreuung@eu.ecco.com

(referred to herein as "ECCO," "we," "us" and "our") a subsidiary of ECCO AG and part of the ECCO Group hereby offers to sell and deliver our products displayed on this Website to you. By placing an order you are agreeing to the T&C´s.

These T&C´s are available at a link at the bottom of each page on the Web Site. You may review or print out the T&C´s at any time free of charge and they are also sent with each order confirmation and invoice. We reserve the right to change the T&C´ at any time for all future orders.

1. Purchasing Products and Returns

1.1. Products

The products we sell online are displayed on this Website and include but are not limited to footwear, bags and shoe care products.

1.2. Purchasing

By placing an order and clicking the button “I order and pay” you are offering to purchase a product on and subject to the following T&C´s. All orders are subject to availability and confirmation thereof as there may be rare occasions where for example two orders are placed for the exact same product and only one is available to send.

We try to dispatch and deliver to you the ordered goods as soon as possible. Dispatch times may, however, vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure.

In order to contract with us you must be over 18 years of age and possess a valid credit or debit card. If your order is accepted, we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit card, debit card or other payment method used to place your order and that there are sufficient funds to cover the cost of the goods.

1.3. Our Contract

When you place an order, you will receive an e-mail confirming receipt of your order. This email will only be an acknowledgement that we have received your offering to purchase a product and is not an acceptance of your order. A contract between us for the purchase of the goods will not be formed until your order is ready to be shipped at which time we send you an order confirmation as well as the invoice and shipment information. The contract is concluded at the moment when we send you an order confirmation. We will not charge your card with any amount before shipping your products, however an amount may be reserved on your card in order to ensure sufficient funds to cover the payment.

You accept that all communication regarding the order including order confirmation, invoice, shipping information, confirmation of the contract conclusion and potentially credit invoice etc. is done via e-mail from our side.

1.4. Prices

All prices of the products available on the Web Site are provided in EUR and include VAT (gross amounts).

1.5. Payment

The data of the payment method that you wish to use for payment should be provided to us when placing an order on the Web Site. Upon receiving your order we carry out a standard pre-authorisation for credit or debit cards and for bank transfer we do a control check. We do this to ensure there are sufficient funds to fulfil the transaction. Products will not be dispatched until this pre-authorisation check and control have been completed.

We accept the following cards: Visa, Mastercard and Maestro. When paying with credit or debit card, the full amount is reserved on your account by us and payment is debited from your card only at the time of dispatch of your products. 

For bank transfers your account will be debited as soon as the order has been placed.

Your connection is always secure with us and encrypted with 256 bit cipher. We use 3D Secure Visa and Mastercard. For security reasons, we do not store any payment information in our database.

All fees and charges related to the above payment methods are covered by us.

1.6. Discount Codes

We may from time to time offer promotional discount codes, which may apply in respect of any, or certain specified, purchases made though this Website.

The conditions of potential use relating to any discount code will be specified at the time of issue.

1.7. Delivery

All products purchased from the Web Site are delivered pursuant to a shipment agreement. Service provider is DHL. Accordingly, the risk of loss and title to such purchased products passes to you upon delivery to you at the designated address. Delivery will be made within 2-3 business days after your order has been confirmed. The time required for the ordered goods to be delivered to you includes the time necessary to prepare the ordered goods for shipment and the time of delivery of the goods by DHL.

We only ship within Germany (please see overview of restrictions to this) and if you wish to have our products delivered in another country please go the website of that particular country.

1.8. Descriptions

We attempt to describe our products as accurately as possible. However, errors do occur. If a product purchased on the Web Site does not conform to the product description or wary slightly from the pictures, you may return the unused product to us.

1.9. Cancellations and returns

You may cancel an order up until the time of dispatch by contacting our Customer Care at number +49 40 79729172. If payment of the full amount has been made this will be refunded to you via the original method of payment.

When you shop with us, we want you to be completely satisfied. If you are not satisfied with a purchase made at the Web Site, you may withdraw from the contract concluded with us and return the ordered goods for a refund of the purchase price. We can only accept returns purchased through this Web Site. All purchases made through another ECCO sales point must be returned to the original place of purchase.

Just return your unused and unworn item to us within 30 days upon receipt of the item at:

ECCO (Poland) sp. z o.o.
Sokołowska 24
05-806 Sokołów 

The deadline of 30 days is counted from the date when the ordered goods have been delivered to you.

Your statement on the withdrawal from our contract may be sent to us in any form and by any mean of correspondence within 15 days of receipt of the products. You may also use the specimen return form at the end of these Terms of Use or use the one in the package your products came in. You should also return the goods acquired by the withdrawn contract within 15 days counted from the date of the withdrawal you have sent to us.

We will reimburse the purchase price of the goods being subject to the withdrawn contract not later than within 15 days counted from the date when we obtain your statement on withdrawal. Please note, however, that we may suspend the reimbursement until we receive the returned goods.

In order to speed up the return the reimbursement of the purchase price you may also apply our return procedure:  

How (easiest) to return an item

Step 1: Repack your items into the original shoebox without any postal labels.

Step 2: Log in to our returns portal. You will need your order number and email address.

Step 3: Download the label with the QR code you generated on the portal on the phone.

Step 4: Take the package to your nearest drop off location. You can find your closest drop-off location at: https://www.dhl.de/de/privatkunden/dhl-standorte-finden.html 

It can take approximately 7 days for us to receive your return to our warehouse.  We strongly encourage you to use our prepaid return label and to keep your receipt as proof of postage.

Your refund will be processed in the original form of payment within 2-10 business days, as soon as we have received your goods in the warehouse. You will be notified via email when this transaction has taken place.

Your banking institution may require additional days to process and post the “return” transaction to your account once they have received the information from us.

Please note that if you do not use the provided prepaid return label, you are responsible for the goods until they reach our warehouse.

If you do not use the provided prepaid return label in order to return the goods, you are obliged to cover the direct costs of the goods returning. We are responsible for return shipping costs if we have sent wrong or defective goods.

The returned goods should not be used in the manner not necessary to verify their character, features and functionality. You may try on the products, but you should not wear them. If you return a used, worn or washed item that is not approved by our quality control, we cannot send the item back to you. You are responsible for the decrease of value of the returned products.

If you receive a defective/wrong item or a damaged parcel with missing items the easiest way to handle this is if we get photographic evidence of this. Please send a photo to us at our Customer Care team so we can investigate further. We are responsible for a return of a defective/wrong item.  

Based on your return instructions in the return form, we will issue you a credit to your card. We can only issue credit to the same card used for the purchase. We do not have title to the returned products until the item arrives at our returns department. 

If you have any questions about our returns process, please contact Customer Care.

2. Product Warranty and claim handling

2.1. Claims

We are obliged to deliver to you the ordered goods free of any defects.

 In case the ordered goods have defects, you have the right to:

• file a declaration on a reduction of the price;

• withdraw from the contract;

• demand exchange of the defective product for a product free from defects;

• demand from the seller to immediately remove the defects.

The right to file a declaration on a reduction of price or withdrawal from the contact does not apply in case when we immediately and with no excessive inconveniences exchange the defective product for one free from defects or immediately remove the defect. This limitation, in turn, does not apply where the product has already been exchanged or repaired by us, or we have not discharged the duty of exchanging the product for one free from defects or removing the defect.

You may request a replacement for a product free from defects rather than removal of the defect proposed by the seller, or request the removal of the defect instead of replacement for a product free from defects proposed by the seller.

If it is impossible to remove the defect and to bring the product to conformity with the contract in a manner chosen by you or it involves excessive costs in comparison with the manner proposed by us, we may replace the defective product for a product free from defects regardless of your request in this respect.

If you have a complaint regarding the products you have received please contact our Customer Care and they will inform you how to proceed and what information we need in order for us to process your complaint.

We will confirm the receipt of your claim and respond to your request in this respect within 30 days.

2.2. Warranty

We are responsible for the product defects if they are detected before the lapse of two years counted from the date when the product was delivered to your address. Your claim for the removal of the defect or replacement of the product sold for one free from defects is limited to one year, counting from the date of detecting the defect; however, the above limitation period may not cease to run before the elapse of the two years period counted from the date of delivery of the product. Your right to withdraw from the contract or to reduce the price due to the products’ defects is also limited to one year counted from the date of detecting the defect; however, if you have requested replacement of the product for one free from defects or removal of the defect, the time limit to submit the declaration on withdrawal from the contract or reduction of the price begins to run upon ineffective lapse of the time limit for exchange of the product or removal of the defect.

3. Governing Law and venue

These T&Cs and your purchase shall be governed by and construed in accordance with the laws of Germany. A printed version of these T&C´s will be admissible in judicial and administrative proceedings based upon or relating to these T&C´s to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.

Any controversy or claim arising out of or relating to these T&C´s or your purchase of any products from the Web site shall be settled by the competent courts of Germany

4. Alternative methods of dispute resolution

Using alternative methods of dispute resolution is voluntary. The below provisions have only informative character and do not constitute any obligation neither for you nor for ECCO.

If we fail to find a satisfactory solution to a complaint from you, you can lodge a complaint with verbraucherschutz.de if conditions are met. You may also use the European Commission online dispute resolution here to register your complaint. This portal can be relevant when living in another EU-country. When filling in a complaint, please enter our e-mail address legal@ecco.com

As a consumer you also have the right to seek extrajudicial procedures if we do not agree with you regarding your complaint. You then have the right to ask for intervention of a neutral entity such as a mediator, consumer advocate, social organization etc. You can contact: verbraucherschutz.de etc.

5. Remedies for Breach of these Terms by You

Without limiting any other rights or remedies, in the event that ECCO determines, that you have breached any portion of these T&C´s, or have otherwise demonstrated inappropriate conduct, ECCO reserves the right, in particular, to

(i) warn you via e-mail that you have violated these T&C´s

(ii)cancel any orders and not allow new orders to be placed;

(iii) discontinue your access to the Web Site,

(iv) notify and/or send content to and/or fully cooperate with law enforcement authorities for further action;.

If your ability to access and/or use the Web Site or any other service provided to you by ECCO is discontinued by us hereunder, then you agree that you shall not attempt to re-register with or access the Web Site, any other service provided by ECCO, through use of a different member name or otherwise.

6. Miscellaneous

In the event that any provision of these T&C´s conflicts with applicable law, rule, regulation or order or if any provision is held invalid by a court with competent jurisdiction, then the issue regulated by such invalid provision will be settled in the manner that would take into account your interests., and the remainder of these T&C´s will remain in full force and effect.

7. Contact Us

We welcome your comments and questions. Please contact us at:

Telephone no. (customer care no.) +49 40 79729172 (free of charge)

Email: (customer care email) kundenbetreuung@eu.ecco.com

8. Standard return form

(This form is to be completed and returned if the right to withdraw from an order is requested)

For:

ECCO (Polska) sp. z o.o.
ul. Sokołowska 24
05-806 Sokołów 

Telephone: +49 40 79729172
E-mail : kundenbetreuung@eu.ecco.com

I/we hereby wish to use the right to cancel my purchase and return the following products from:

Order date /Received:

Customers name (Customers names):

Customers address (Customers addresses):

Customers signature (Customers signatures) (only if the form is concluded on paper)

Date:

 (*) The parts not applicable are to be crossed out

Terms of site use

Terms and Conditions for Use of website (Terms of Use)

PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THIS WEB SITE

Subject to these Terms of Use, KRM AG, Rothausstrasse 17, 6331 Hünenberg, Switzerland, company registration number CHE-170.3.033.048-3 (referred to herein as "KRM," "we," "us" and "our") provides you with access to our web sites, including without limitation http://de.ecco.com (each referred to herein as the "Web Site" and collectively referred to as the "Web Sites").

KRM reserves the right to take any such action as it deems necessary in the event that it suspects any fraudulent or unlawful activity, including without limitation, terminating access to the Web Site, terminating any accounts and/or cancelling any order for products.

1. Acceptance of Terms of Use

 BY ACCESSING, USING AND/OR PURCHASING PRODUCTS, SUBSCRIBING TO NEWSLETTERS OR POSTING REVIEWS AT THIS WEB SITE, YOU ARE AGREEING TO THESE TERMS OF USE WITHOUT LIMITATION OR QUALIFICATION. IF YOU DO NOT AGREE, PLEASE EXIT AND DO NOT ACCESS, USE OR PURCHASE PRODUCTS AT THIS WEB SITE.

These Terms of Use are available at a link at the bottom of each page on the Web Site. You may review or print out the Terms of Use at any time free of charge. We reserve the right to change these Terms of Use in particular in the following cases:

There has been a change of provisions of law regarding performing services by electronic means and the change influences the rights and obligations resulting from our contract or the interpretation of these provisions have changed due to the issuance of the courts’ verdicts or other relevant authorities decisions;

The method of performing services by us has changed due to technical or technological requirements;

The scope or method of performing services by us has changed due to implementation, modification or withdrawal of particular functionalities or services provided by this Terms of Use.

In case of the change of these Terms of Use its consolidated text will be each time made available on the Web Site. Please check these Terms of Use before using the Web Site to determine whether a change has been made in comparison to the text applicable during your last visit. Your continuing access to or use of the Web Site confirms your unconditional acceptance of the then-current Terms of Use in their entirety.  If you do not agree to the changes in the Terms of Use as they occur, you should exit and not use the Web Site.

All registered users will be notified about any amendments to the using the electronic means (on the email address that you provided when creating an account or making an order). The notification will be sent at least 30 days before the amendments come into force.

2. Use of Web Site

 In order to browse and use the Web Site you should possess a device having an access to the Internet with a web browser installed. In order to use the Web Site and buy the products available on the Web Site you should also have an active email account.

You may browse and use the Web Site solely for your personal, non-commercial purposes and in compliance with these Terms of Use. You may not distribute, modify, transmit, publish, reuse, repost or use the Web Site or any content made available on the Web Site: (i) for public or commercial purposes without the express written permission of KRM; (ii) in a manner inconsistent with these Terms of Use; (iii) in violation of any applicable law, rule, regulation or order; or (iv) in a manner that could damage, disable, overburden or impair the Web Site or interfere with any other party's use or enjoyment of the Web Site, misrepresenting or damaging to our brand.

You will not use the Web Site for junk mail, 'spamming' solicitations (commercial or non-commercial), chain letters or bulk communications of any kind, including but not limited to distribution lists to any person who has not given specific permission to be included in such a list.

You will not transmit, distribute, introduce or otherwise make available in any manner through the Web Site any computer virus, key loggers, spyware, worms, Trojan horses, timebombs or other malicious or harmful programming (collectively, "Viruses"). You may not use the Web Site in connection with requesting, harvesting, obtaining or storing any personal information, passwords, account information or information about other users of the Web Site. You may not use any data mining, robots, or similar data gathering and extraction tools in connection with the Web Site. If you download software or any other content from the Web Site, you do so at your own risk.

3. Copyright and Trademarks

 The Web Site and all text, audio, video, pictures, music, images, graphics, information, data, content, and other material displayed on, or downloadable from, the Web Site (the "Content") are the property of, or used with permission by, KRM and/or ECCO Sko A/S and are protected by copyright, trademark and other laws and may not be used except as permitted in these Terms of Use or with the prior written permission of the owner of such material. You may not modify the Content in any way or reproduce or publicly display, perform, distribute or otherwise use any such Content for any public or commercial purpose. Any unauthorized use of any Content may violate copyright laws, trademark laws, laws of privacy and publicity, or other laws, rules and regulations. You may not remove any copyright, trademark or other proprietary notices from the Web Site or any Content. All rights to Content not expressly granted herein are reserved by and to the respective owners of such Content.

Certain trademarks, trade names, service marks and logos, icons and domain names used or displayed on the Web Site are registered and unregistered trademarks, trade names and service marks owned by ECCO Sko A/S and/or our affiliates. Other trademarks, trade names and service marks used or displayed on the Web Site are the registered and unregistered trademarks, trade names and service marks owned by their respective owners and used with permission by KRM. Nothing contained on the Web Site grants or should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademarks, trade names, service marks or logos displayed on the Web Site without KRM's written permission or the written permission of such third-party owner.

4. User Communications

 You alone are responsible for any communication, message or other content that you post, upload, submit, transmit or share with KRM on the Web Site or by electronic mail, including without limitation any data, questions, comments, ideas, concepts, know-how, techniques, suggestions or the like (collectively "User Communications"). By transmitting or posting any User Communications, you represent and warrant that such User Communications are your own original work and will not infringe or violate any copyright, trademark, trade secret, rights of privacy, rights of publicity or any other applicable laws. KRM does not endorse or sponsor any such User Communications submitted by you or other users of the Web Site. We reserve the right to terminate and/or deny you access to the Web Site if you are violating these Terms of Use, or applicable law, rule, regulation or order or that your conduct is harmful to us, our interests or the interests of another user, a third-party provider, merchant, sponsor, licensor, service provider or any other third party.

Subject to the terms and conditions set forth in our Privacy Policy (linked at the bottom of each page in the Web Site), all User Communications will be treated as non-confidential and non-proprietary information. Accordingly, please do not post, upload, submit or share any User Communications you wish to be kept confidential or for which you expect compensation, acknowledgment or attribution. You hereby grant to KRM and our affiliates and/or designees, a perpetual, fully paid up, royalty-free, irrevocable, worldwide license to the User Communications to use, transmit, copy, reproduce, distribute, publicly perform, publicly display, and prepare derivate works based upon such User Communications in any and all media now known or hereafter to become known for any and all commercial and non-commercial purposes, without the need for any acknowledgment, compensation or attribution. You declare and warrant to us that you are entitled to transmit or post User Communications to the Web Site and have all relevant licenses and consents from any relevant third parties. Further, KRM and its affiliates are free to use any ideas, concepts, know-how or techniques contained in any User Communication you send to the Web Site for any purpose whatsoever including without limitation developing, manufacturing and marketing products.

You are prohibited from posting, uploading, submitting, sharing or transmitting any unlawful, threatening, infringing, libellous, defamatory, obscene, inflammatory, pornographic or profane material or any material that could constitute or encourage conduct that would be considered a criminal offense, give rise to civil liability or would otherwise violate the law. KRM will fully cooperate with any law enforcement or regulatory authorities or court order requesting or directing it to disclose the identity of anyone posting any such information or materials.

We will, but are not obligated to, monitor or review any User Communications. We shall have no obligation to use, return, review, or respond to any User Communications. We act merely as a medium for distribution of User Communications and will have no liability related to the content of any such User Communications, whether or not arising under the laws of copyright, libel, privacy, obscenity, or otherwise. You agree to notify KRM of any objectionable User Communications. All and any User Communication will be removed from the Web Site as soon as we learn about its unlawful character.

5. Personal Information/Privacy Policy and Cookie Policy

 We value your privacy and are committed to safeguarding your personal information. Please refer to our Privacy Policy and Cookie Policy (linked at the bottom of each page in the Web Site) for details about what information we collect on this Web Site and how we process, store and share such information.

6. Termination/Suspension

 We may suspend or terminate your use of the Web Site at any time, for important reasons such as the site being hacked, discovery of technical issues which could be a potential issue to our customers or in case you don´t comply with the Terms of Use. We reserve the right to change, suspend, or discontinue all or any aspect of the Web Site at any time without notice.

7. Linking

 This Web Site may contain links to other web sites that are not owned, operated or controlled by KRM or its affiliates (each a "Third-Party Site"). All such links to Third-Party Sites are provided solely as a convenience to you. If you use these links, you will leave our Web Site. We are not responsible for your access to or use of any Third-Party Site. We do not endorse, guarantee, or make any representations or warranties regarding any Third-Party Site, or any content or information accessible from such Third Party Sites, or the results that you may obtain from using any Third-Party Site. If you access any Third-Party Site linked to or from the Web Site, you do so entirely at your own risk.

If you intend to create any link from another web site to any page on this Web Site, you will inform us via email at: kundenbetreuung@ecco.com

We reserve the right to prohibit any such link at any time. Any permitted links to the Web Site must comply with all applicable laws, rules, regulations and our internal policies. Running or displaying the Web Site or any Content in frames or similar means on another web site without our prior written permission is prohibited.

7. Governing Law and venue

 We provide the services of this Web Site from our offices within Switzerland. We make no representation that the content on our Web Site is appropriate, legal or available for use in other locations. These Terms of Use shall be governed by and construed in accordance with the laws of Switzerland, without giving effect to its conflicts of law provisions. A printed version of these Terms of Use will be admissible in judicial and administrative proceedings based upon or relating to these Terms of Use to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.

Any controversy or claim arising out of or relating to these Terms of Use, your use of the Web Site shall be settled by the competent courts of Switzerland

Notwithstanding any other provision in these Terms of Use, KRM may commence suit in court to enjoin infringement or misappropriation of intellectual property rights or confidential information.

8. Remedies for Breach of these Terms by You

Without limiting any other rights or remedies, in the event that KRM determines, that you have breached any portion of these Terms of Use, or have otherwise demonstrated inappropriate conduct, KRM reserves the right, in particular, to (i) warn you via e-mail that you have violated these Terms of Use; (ii) delete any content provided by you or your agent(s) to the Web Site; (iii) discontinue your access to the Web Site, (iv) notify and/or send content to and/or fully cooperate with law enforcement authorities for further action;.

If your ability to access and/or use the Web Site or any other service provided to you by KRM is discontinued by us hereunder, then you agree that you shall not attempt to re-register with or access the Web Site, any other service provided by KRM, through use of a different member name or otherwise.

9. Copyright Complaints

 We respect the intellectual property of others, and we expect users of the Web Site to do the same. If you believe that your work has been copied and is accessible on our Web Site in a way that constitutes copyright infringement, you may notify our designated Copyright Agent at the address mentioned at the top of these Terms of Use or at email; KRM@legal.com

We recommend that the  claims of copyright infringement  be in writing and include the following information: (i) an electronic or physical signature of the person authorized to act on behalf of the owner of the copyright interest; (ii) a description of the copyrighted work that you claim has been infringed, including the URL (i.e., web page address) of the location where the copyrighted work exists or a copy of the copyrighted work; (iii) identification of the URL or other specific location on our Web Site where the material that you claim is infringing your copyright interest is located; (iv) your address, telephone number, and email address; (v) a statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law; and (vi) a statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the copyright owner's behalf.

10. Children

 Access to and use of the Web Site is made available only to people who can form legally binding agreements under applicable law. The Web Site is intended for a general audience and is not intended to be used by minor children. Children accessing the Web Site should obtain the permission and assistance of a parent or legal guardian. If you allow your minor child or a child for whom you are a legal guardian (a "Minor"), to access the Web Site, you will be solely responsible for: (i) the online conduct of such Minor; (ii) monitoring such Minor's access to and use of the Web Site; and (iii) the consequences of any use of the Web Site by such Minor.

11. Miscellaneous

 In the event that any provision of these Terms of Use conflicts with applicable law, rule, regulation or order or if any provision is held invalid by a court with competent jurisdiction, then the issue regulated by such invalid provision will be settled in the manner that would take into account your interests., and the remainder of these Terms of Use will remain in full force and effect. Any failure by KRM to insist upon or enforce strict performance of any provision of the Terms of Use or to exercise any right under the Terms of Use will not be construed as a waiver or relinquishment of KRM's right to assert or rely upon any such provision or right in that or any other instance, rather, the same will be and remain in full force and effect.

You represent to KRM that you have the authority to access and use the Web Site according to these Terms of Use.

Reklamation

Wir bauen unsere Schuhe für eine lange Lebensdauer und arbeiten sehr hart daran, neue Wege zu finden, um unsere Produkte zu verbessern und technische Innovationen anzubieten, die ein großartiges Trageerlebnis bieten. Von Zeit zu Zeit kann es sein, dass ein paar wenige Produkte, nicht unseren Qualitätsstandards entsprechen. Wenn Sie Probleme mit Ihren Produkten oder Ihrer Bestellung haben, sind wir hier, um Ihnen zu helfen.

Online gekaufte Schuhe reklamieren

Wenn Sie eine Reklamation auf ein Paar online gekaufte Schuhe einreichen möchten, benötigen wir eine kurze Beschreibung und Bilder, die das Problem zeigen. Bitte senden Sie uns eine E-Mail mit Fotos und einer kurzen Erklärung wie der Fehler aufgetreten ist an: kundenbetreuung@eu.ecco.com 

Für Schuhe benötigen wir folgende Fotos:

• Beide Schuhe von oben fotografiert
  
• Beide Schuhe von unten fotografiert (Laufsohlen)
• Foto des beschädigten Bereichs / Problems

Bitte beachten Sie, dass die Bilder 5 MB nicht überschreiten dürfen.

Sobald wir die angeforderten Bilder erhalten haben, werden wir uns Ihre Reklamation ansehen. Wir werden Sie während des Prozesses auf dem Laufenden halten. 

Schuhe, die in einem örtlichen Geschäft gekauft wurden reklamieren

Wenn Sie Probleme mit Schuhen haben, die in einem örtlichen Geschäft gekauft wurden, wenden Sie sich bitte an das Geschäft, in dem die gekauften Schuhe erworben wurden, oder an das nächstgelegene ECCO-Geschäft. Ihr nächstgelegenes Geschäft finden Sie hier.

Bitte beachten Sie, dass das Ladenpersonal möglicherweise einen Kaufnachweis benötigt, um Ihren Anspruch zu bearbeiten.

Wenn Sie einen fehlerhaften Artikel erhalten haben

Wenn Sie feststellen, dass die Produkte, die Sie gerade erhalten haben, nicht Ihrer Bestellung entsprechen oder nicht in dem von Ihnen erwarteten Zustand geliefert wurden, benötigen wir hierfür einen fotografischen Nachweis.

Bitte senden Sie uns Fotos an die E-Mail-Adresse des Kundendienstes: kundenbetreuung@eu.ecco.com, damit wir weitere Nachforschungen anstellen können.

Für Schuhe benötigen wir folgende Fotos:

• Beide Schuhe von oben fotografiert
  
• Beide Schuhe von unten fotografiert (Laufsohlen)
• Foto des beschädigten Bereichs / Problems

Bitte beachten Sie, dass die Bilder eine Größe von 5 MB nicht überschreiten dürfen.

Bitte beachten Sie, dass Sie gebrauchte Produkte nicht zurückgeben können. Artikel, die Gebrauchsspuren aufweisen, wie zum Beispiel: Waschen, Reinigen, Schmutz, Flecken, Falten, Kratzspuren, werden auf Gefahr des Absenders zurückgesandt und unterliegen keinem automatischen Rückgabeprozess.

Sollten Sie weiterhin Interesse am Kauf des/der Produkte(s) haben, bitten wir Sie, eine neue Bestellung aufzugeben.

Retournieren Ihrer Ware

Unsere Produkte sind das Ergebnis unserer Leidenschaft und Handwerkskunst. Wir gehen weder bei der Qualität noch beim Design Kompromisse ein, und Ihr Komfort hat für uns allerhöchste Priorität. Sollten Sie mit dem Produkt oder der Größe nicht zufrieden sein, können Sie Ihre Bestellung natürlich zurückgeben. Und so geht‘s:

RETOUREN-RICHTLINIEN

• Artikel müssen innerhalb von 30 Tagen nach Erhalt zurückgegeben werden.
• Artikel müssen mit allen ursprünglichen Etiketten versehen sein.
• Artikel dürfen keine Gebrauchsspuren durch Tragen, Ändern oder Waschen aufzeigen.
• Schuhe müssen im originalen Schuhkarton in ihrem ursprünglichen Zustand ohne Postetiketten verpackt sein.
• Nach Hause gelieferte Bestellungen können postalisch oder in einem ECCO-Store in Ihrer Nähe zurückgegeben werden.
• In einem Store abgeholte Artikel können in ausgewählten ECCO-Stores oder durch Beantragen einer Rücksendung in unserem Retourenportal zurückgegeben werden.
• In ECCO-Stores aufgegebene Bestellungen können ausschließlich in ausgewählten ECCO-Stores zurückgegeben werden.

Wie gebe ich durch Versandunternehmen zugestellte Artikel zurück?

Über DHL:

• Schritt 1: Verpacken Sie die Artikel im originalen Schuhkarton ohne jegliche Postetiketten.
• Schritt 2: Melden Sie sich in unserem Retourenportal an. Sie benötigen Ihre Bestellnummer und E-Mail-Adresse. Die Bestellnummer finden Sie in der Bestellbestätigungsmail.
• Schritt 3: Laden Sie das Rücksendeetikett mit dem QR-Code auf Ihr Telefon herunter. Das Etikett finden Sie auch in der Rücksendebestätigungs-E-Mail, die Sie erhalten, nachdem Sie Ihre Rücksendung auf dem Portal bearbeitet haben.
• Schritt 4: Bringen Sie das Paket zu Ihrer nächstgelegenen Annahmestelle. Sie müssen den QR-Code bereithalten, um ihn dem Ladenpersonal zu geben.
• Schritt 5: Behalten Sie die Rücksendungsverfolgung im Auge. Sie erhalten eine E-Mail/SMS, sobald wir Ihre zurückgeschickten Artikel erhalten haben.

BEREIT FÜR DIE RÜCKSENDUNG

Bitte beachten Sie, dass ein Rücksendeetikett für die Rücksendung eines Pakets (eines Kartons mit mehreren Artikeln) verwendet werden kann. Wenn Sie Ihre Artikel in mehr als einem Paket versenden müssen, gehen Sie bitte zum ECCO-Retourenportal, markieren Sie die Artikel, die Sie in einem Paket zurücksenden möchten, und wiederholen Sie den Vorgang dann für andere Artikel aus derselben Bestellung.          

In einer Filiale:

Bringen Sie Ihr Paket zu einem ECCO-Store in Ihrer Nähe. Wenn es sich um eine Onlinebestellung handelt, halten Sie bitte Ihre Bestellnummer (SO-XXXXXX) für unsere Mitarbeitenden bereit. Die Bestellnummer finden Sie in der Bestellbestätigungsmail.

Wie gebe ich in einem ECCO-Store abgeholte Artikel zurück?

In einer Filiale:

Bringen Sie Ihr Paket zu einem ECCO-Store in Ihrer Nähe. Wenn es sich um eine Onlinebestellung handelt, halten Sie bitte Ihre Bestellnummer (SO-XXXXXX) für unsere Mitarbeitenden bereit. Die Bestellnummer finden Sie in der Bestellbestätigungsmail. Sie können Ihr Päckchen auch durch Erstellen eines Etiketts in unserem Retourenportal zurückschicken.

Rücksendungen können einige Zeit dauern 

Wenn die Rücksendung per Kurier erfolgt, teilen wir Ihnen mit, dass es etwa 10 Arbeitstage dauern kann, bis die von Ihnen zurückgesendete Ware unser Lager erreicht. Wir empfehlen, das im Paket enthaltene vorausbezahlte Rücksendeetikett zu verwenden und die Sendungsverfolgungsnummer zu speichern, die als Nachweis für den Versand dient, falls Ihr Paket während des Transports verloren geht. Wenn wir Ihre Sendung erhalten, erhalten Sie auch eine E-Mail, in der die Annahme der Rücksendung bestätigt wird.

Sobald wir die Rücksendung erhalten, erstatten wir den Kaufbetrag auf das Konto, von dem die Zahlung getätigt wurde. Bitte beachten Sie, dass es 2 bis 10 Arbeitstage dauern kann, bis der zurückerstattete Betrag auf Ihrem Bankkonto sichtbar ist. Sie erhalten eine E-Mail-Benachrichtigung über die Transaktion.

Ihre Bank benötigt möglicherweise einige zusätzliche Tage, um Informationen von uns zu erhalten, um Geld von der Transaktion auf Ihr Konto zu verarbeiten und zu überweisen.

Bitte beachten Sie

• Wenn Sie das vorausbezahlte Rücksendeetikett nicht verwenden, sind Sie für die Ware verantwortlich, bis sie unser Lager erreicht.
• Wenn Sie einen defekten / falschen Artikel oder ein beschädigtes Paket mit fehlenden Artikeln erhalten, benötigen wir gegebenenfalls Fotos zur Dokumentation. Bitte senden Sie das Foto an uns, so dass wir den Fall weiterbearbeiten können.
• Produkte, die Gebrauchsspuren aufweisen: Waschen, Reinigen, Biegen, Ausfransen, Schmutz werden auf Gefahr des Absenders versandt und unterliegen nicht dem automatischen Rückerstattungsprozess.

Schuhpflege

WARUM SIND ECCO REINIGUNGS- UND PFLEGEPRODUKTE SO WICHTIG?

 

Die Eigenschaften der Reinigungs- und Pflegemittel für Schuhe wurden so entwickelt, um die hohe Qualität der Materialien der ECCO-Schuhen, zu pflegen und damit so lange wie möglich zu erhalten. Die große Auswahl an ECCO Schuhreinigungs- und Pflegeprodukten, die von Spezialisten entwickelt wurden, reinigt und schützt perfekt die Oberfläche von ECCO-Schuhen aus Naturleder und anderen Materialien.

 

PFLEGE IHRER ECCO SCHUHE

 

1. Wählen Sie Bürsten, Crémes, Imprägniermittel usw. sorgfältig aus. Jedes Leder und andere Material erfordert unterschiedliche Pflegeprodukte.

 

2. Schuhe sollten beim An- und Ausziehen ganz locker geschnürt sein.

 

3. Die richtige Schnürung des Schuhs verhindert ein Aufscheuern der Füße, eine vorzeitige Abnutzung des Futters und eine Verformung des Obermaterials.

 

4. Verwenden Sie beim Anziehen der Schuhe einen Schuhlöffel und denken Sie beim Ausziehen daran, den Verschluss zu lösen und die Schnürsenkel zu lockern. So vermeiden Sie Schäden an der Rückseite des Schaftes.

 

5. Bitte vermeiden Sie, so weit wie möglich, dass Ihre Lederschuhe nass werden. Naturleder ist ein heterogenes Material. Es hat die Fähigkeit, Wasser aufzunehmen und weiterzugeben, eine Eigenschaft, die in anderen Materialien nicht zu finden ist. Dies geht jedoch auf Kosten einer begrenzten Widerstandsfähigkeit gegen Nässe. Um das Obermaterial vor Wasser zu schützen, empfiehlt sich die regelmäßig Anwendung eines Imprägniermittels.

 

6. Trocknen Sie die Schuhe bei Raumtemperatur. Um die Schuhe vor Verformungen zu schützen, verwenden Sie Schuhspanner oder stopfen Sie sie mit Papier aus. Verwenden Sie zum Trocknen der Schuhe keine Trockner, Heizungen oder andere Wärmequellen.

 

7. Die Schuhe sollte ihrem Zweck entsprechend verwendet werden: Hausschuhe für zu Hause, Sportschuhe für den Sport, usw.

 

8. Die Schuhe sollten nicht in der Waschmaschine gewaschen werden. Reinigungsschaum wird für die Schuhreinigung sowohl von außen als auch innen empfohlen.

 

9. Schuhe sollten so oft wie möglich gelüftet werden. Verwenden Sie nicht jeden Tag das gleiche Paar Schuhe. Die intensive Nutzung eines Paars Schuhe führt zu vorzeitigem Verschleiß.

 

10. Verwenden Sie keine Instant- und Glanz-Schuhcrémes, da diese das Leder beschädigen können.

 

11.Lacklederschuhe sollten nicht bei niedrigen Temperaturen getragen werden.

 

12. In der ersten Zeit kann es beim Tragen von naturgefärbten Lederschuhen zu Verfärbungen kommen. Tragen Sie daher in dieser Zeit dunklere Socken.

 

13. Schuhe mit Ledersohlen können besohlt werden. Die Ledersohlen sind nicht feuchtigkeitsbeständig und sollten wie Oberleder behandelt werden.

 

14. Der regelmäßige Austausch beschädigter Teile, d. h. Absätze, Schnürsenkel und Einlegesohlen, liegt in der Verantwortung des Kunden.

 

15. Die Pflege des Schuhinneren, die Reinigung des Schuhs und der Austausch von Innensohlen liegt in der Verantwortung des Trägers. Um die Frische des Schuhinneren zu verlängern und ein gesundes Mikroklima zu gewährleisten, wird empfohlen, regelmäßig einen Schuherfrischer zu verwenden.

 

Herkunftsland: siehe Etikett auf dem Produkt.

 

DIE ULTIMATIVE SCHUHPFLEGEMETHODE

 

Sie möchten, dass Ihre Schuhe gut aussehen, sich frisch anfühlen und länger halten?

 

MEHR ERFAHREN