Policies

All purchases on the website have a 30-day return policy as if you made a purchase in person in our store.

The return window will begin the day after your order is delivered, based on proof of delivery from our delivery provider.

The requirements to apply a refund are the following:

• Purchase invoice: please consider that the invoice is the physical one that is delivered along with the order.
• Product Condition: items should not be damaged, washed or worn and should be returned in their original packaging with all accessories.

Can I request a claim that applies to warranty?

In the event that the product received has a factory defect, feel free to come to our store or request a warranty claim to the following email mercadodeprobation@ecco.com by sending images of the defect, then it will be confirmed for you to manage the return. Take into account that the product must be in the original packaging along with all its accessories so that the staff can verify if it is a manufacturing defect. If so, the warranty will apply and ECCO will assume all shipping costs, including the original shipping cost.

Take into account that the warranty applies only to factory defects and not due to incorrect use of the product.

Do you offer exchanges in case the customer makes a mistake with the size or prefers another item?

Yes, in this case you must make the change request through our website www.pa.ecco.com, select the desired order to make the change, indicate the reason for it, choose the delivery method which can be through the delivery company or come to our store in Multiplaza Pacific and then select the new product.

Our priority is that all changes be delivered within a period of no more than 5 business days from when the request is made. If the change is requested after 2:00 PM, the time will begin counting on the next business day, the company delivery will go first for the order items of the order, and then return with the exchange items.

The shipping fee for exchanges has a cost (this cost includes return shipping to our store plus a new shipping fee). If your order had free shipping, the cost will be calculated based on that of regular shipping depending on your initial delivery address.

If you are in Panama City, we invite you to make the exchange in our store in Multiplaza Pacific to expedite the exchange timeframe.

In the event of a change, what happens if the second product has a price variation from that requested in the initial order?

If the second product is of a lower value than the first, a gift card will be issued for the difference, which can be used on future orders.

If the second product is of a higher value than the first, you must pay the difference with the available payment methods.

What happens if I receive the size I did not order or ECCO staff send the wrong product?

In this case, ECCO will manage the return and delivery of the correct item in no more than 5 business days, being accountable for the shipping cost generated by the change.

If I have placed an order with discounted products, can I return them?

No, if an order contains discounted products they do not apply for returns, exceptions will only apply if it’s a warranty occasion.

What happens if after receiving the order and not being satisfied with the product, can I return it?

If possible, you must request a return order on the website and deliver it to our delivery company or go to our store in Multiplaza Pacific applying the return requirements, take into account that the value paid will remain as a gift card for the use of a next purchase.

Will my shipping fee be refunded?

Initial order and return order shipping fees are non-refundable.

Do you charge replacement or handling costs?

No, we do not currently charge these when returning products to our warehouse.

How much does the return cost?

We do not charge any cost or handling for the return, however we do charge the cost of return shipping which must be paid by you, this cost includes return shipping to our store plus a new shipping fee. If your order had free shipping, the cost will be calculated based on that of regular shipping depending on your initial delivery address.

When will I receive my refund?

We need 10 business days to receive and process your return, this time takes into consideration the 5 days of the physical return to our store and the 5 days to manage the return of funds.

If you make the return directly in the store, the funds will be reflected in 5 business days from the moment you make the process.