FAQ

Guide des tailles

Les chaussures ECCO offrent un type d’ajustement unique, que nous appelons l’« ajustement libre », car nos chaussures permettent aux orteils de bouger en toute liberté en marchant.

Comment mesurer

1. Pour mesurer vos pieds du talon aux orteils, tout ce dont vous avez besoin est un morceau de papier, un stylo et une règle.

2. Placez le papier sur le sol contre un mur. Mettez le pied sur le morceau de papier, avec le talon contre le mur.

3. Marquez le plus long chemin du pied sur le papier. Répétez pour les deux pieds car il est courant d'avoir des pieds de longueur différente.

4. Mesurez la distance et comparez-la avec le tableau des tailles ci-dessous. Utilisez la mesure sur le pied le plus long lors du choix de la taille à commander.

Chaussures pour enfants 

Notre tableau des tailles comprend déjà un espace supplémentaire qui permet aux pieds de se développer et aux orteils de se tortiller en marchant.

Si vos chaussures ne conviennent pas 

• Si vos chaussures ne conviennent pas, la première chose est de savoir si la longueur de vos chaussures est bonne ou pas. Après avoir vérifié cela, voici ce que vous devez regarder : si le talon glisse alors que vos lacets sont attachés correctement. Si tel est le cas, ajoutez une deuxième semelle intérieure (classique) sous la semelle intérieure existante de la chaussure. Cela permettra de surélever le pied au niveau du cou-de-pied où la chaussure est sensée maintenir. 

• L’autre possibilité est d’augmenter le volume à l’intérieur de la chaussure en utilisant une semelle intérieure plus fine. Remplacer une semelle intérieure de 5 mm par une semelle intérieure de 3 mm
  augmentera le volume de la chaussure d’environ une demi-pointure. Trouvez des semelles pour femmes ici, Trouvez des semelles pour hommes ici.
  

• La plante du pied doit aller dans la partie plus large de la chaussure. Si la chaussure ne convient pas ou se plie, vous devez peut-être prendre une pointure au-dessus ou en-dessous.

• Si la chaussure est beaucoup trop serrée à l’avant, essayez une taille au-dessus. En raison des modèles uniques ECCO, une chaussure plus grande offrira plus d’espace aux orteils tout en continuant à maintenir correctement le talon et en évitant de glisser. 

• Veillez à lacer correctement vos chaussures en fonction de votre type de pied. De nombreuses chaussures ne disposent pas de lacets, avec un style de laçage horizontal. Cela n’est sans doute pas idéal pour un pied large, donc essayez de relacer les chaussures en croisant normalement. Il est préférable d’ôter complètement les lacets lorsque vous essayez de nouvelles chaussures. Lacez les chaussures une fois chaussé.

Je possède déjà des chaussures ECCO, comment puis-je savoir qu’elles sont bien à ma taille?

Regardez les points de contrôle élémentaires pour vous assurer qu’elles sont à la bonne taille.
Prenez toujours en compte le type de bas que vous porterez avec. Cela peut modifier la tenue et le confort général. Une fois les chaussures à vos pieds, levez-vous et vérifiez les points suivants :

• La longueur de la chaussure. La première chose à vérifier est la longueur totale de la chaussure. L’espace recommandé pour les orteils est d’environ 1 cm entre l’orteil le plus long et l’extrémité de la chaussure (environ la taille d’un ongle). Les orteils ne doivent jamais toucher l’extrémité de la chaussure.

• L’étroitesse des chaussures au niveau de la plante du pied et du cou-de-pied. Pincez une petite surface de la matière supérieure. La seconde peau de la plupart des modèles ne doit pas être serrée.

• Tenue du talon. Le talon dans la chaussure ECCO doit être bien maintenu. Vous ne devez pas confondre cela avec un ajustement serré. Il est normal que vos chaussures ne serrent pas pour que vos orteils puissent bouger. C’est grâce à la zone large au niveau des orteils (lors d’une usure normale). Le pied ne glisse pas dans la chaussure en marchant.

• Dernier point : marchez sur du parquet ou une surface dure. Cela vous permettra de tester la tenue et le confort de nos chaussures ECCO. Vous devriez pouvoir marcher facilement et d’un pas fluide sans avoir l’impression de déséquilibre et d’instabilité.
  

Un maintien parfait est impossible à obtenir pour toutes les chaussures. Il existe des millions de types de forme de pied, de largeur et de taille différentes. Par ailleurs, les pieds ont tendance à sentir tout au long de la journée et à évoluer dans le temps. Une paire de chaussures que vous avez achetée il y a cinq ans est susceptible de ne plus être ajustée à votre pied de la même manière aujourd’hui. Il est fortement recommandé de mesurer régulièrement votre pied.

Toujours pas sûr de la taille? Pas d'inquiétude, nous vous offrons 30 jours pour retourner votre produit gratuitement. En savoir plus sur notre politique de retour, lisez-ici.

Terms and Conditions for Sale and Delivery

Terms and Conditions for Sales and Delivery (T&C´s)

Subject to these T&C´s,

KRM Switzerland AG

Rothusstrasse 17

6331 Hünenberg

Switzerland

Company Registration number CHE-187.038.838

VAT no

Registered with the Commercial Register of canton Zug

Telephone no. (customer care no.) +33 17 65 46 280 (free of charge)

Email: (customer care email) service-clientele.fr@ecco.com

(referred to herein as "KRM," "we," "us" and "our") a subsidiary of KRM 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 and Mastercard. 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 UPS. 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 4-5 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 UPS.

We only ship within France (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.

We deliver free of charge.

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 +33 17 65 46 280. 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:

KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
Warszawa

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: Complete the return form by checking the appropriate box with the reason for your return if you wish to inform us why you are returning the products. A return form is also available at the end of these Terms.

Step 2: Place the return form inside the box with the products.

Step 3: Send this form with the products you wish to return.

 Step 4: Stick the prepaid return label on your box (Please do not stick the prepaid return label on the original shoebox.)

 Step 5: Deliver the package to your closest UPS store. You may find the closest drop off location at: https://www.ups.com/dropoff?loc=en_fr

Returns may take time

It can take approximately 10 days for us to receive your return to our warehouse.  We strongly encourage you to use our prepaid return label included in the parcel and to keep your receipt as proof of postage.

Your refund will be processed in the original form of payment within 3-7 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.

E-mail: service-clientele.fr@ecco.com
Telephone: +33 17 65 46 280

We will confirm the receipt of your claim and respond to your request in this respect within 14 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 France. 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 France.

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 KRM.

If we fail to find a satisfactory solution to a complaint from you, you can lodge a complaint with www.konsum.ch 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@krm.ag

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: www.konsum.ch

5. 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 T&C´s, or have otherwise demonstrated inappropriate conduct, KRM 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 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.

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: +33 17 65 46 280
E-mail : service-clientele.fr@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:

KRM (Polska) sp. z o.o.
Bokserska 66A, 02-690
Warszawa 

Telephone: +33 17 65 46 280
E-mail : service-clientele.fr@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

POLITIQUE DE RETOUR

POLITIQUE DE RETOUR

• Les articles doivent être retournés sous 30 jours
• Les articles ne doivent pas avoir été portés, modifiés, ou lavés
• Les chaussures doivent être accompagnées de leur boîte originale dans son état d'origine sans étiquette postale

Comment retourner un objet

Etape 1 : Complétez le formulaire de retour en cochant la case correspondant à la raison de votre retour.

Etape 2 : Placez le formulaire de retour dans la boîte avec l'objet.

Etape 3 : Envoyez ce formulaire avec les objets que souhaitez retourner.

Etape 4 : Collez l'étiquette prépayée de retour sur votre boite (Veuillez à ne pas coller l'étiquette prépayée de retour sur la boite à chaussure d'origine).

Etape 5 : Livrer votre paquet au magasin (insérez le nom de la compagnie) le plus proche, que vous pouvez trouver ici.

Les retours peuvent prendre du temps.

Pour votre gouverne, cela peut prendre environ 10 jours ouvrés pour que nous recevions votre retour à notre entrepôt en Pologne. Nous vous encourageons vivement d'utiliser nos étiquettes prépayées de retour inclues dans le colis et de garder votre reçu comme preuve de votre envoi.

Votre remboursement sera traité dans la forme de payement d'origine sous deux jours ouvrés, dès que nous aurons reçu vos articles dans notre entrepôt. Vous serez avertis par email quand la transaction aura eu lieu.

Votre institution bancaire peut exiger des jours supplémentaires pour traiter et envoyer la transaction à votre compte, une fois l'information reçue de notre part.

A noter

• Si vous n'utilisez pas l'étiquette prépayée de retour fournie, vous êtes responsable des articles jusqu'à leur arrivée à l'entrepôt.
• Si vous recevez un article défectueux/incorrect ou un colis endommagé avec des articles manquants, nous avons besoin de preuves photographiques. Veuillez envoyer une photo à notre service client pour que nous puissions enquêter.