Do you have a question, or would you like to give us some feedback? Simply make use of the contact form in the box to the right. We will do our best to get back to you shortly.
ORDERS & GENERAL INQUIRIES
Can I change my order?
Yes, you can. Please fill the contact form on the right & let us know your order number. If your order has not been shipped yet, we can change it for you.
Has my order been shipped?
We have a 2-step confirmation process. Your order will only be shipped after we have confirmed it with you by phone. In case you confirmed your order with us, please fill the contact form & let us know your order number. We will inform you of your order status.
A mistake has been made with my order
Sometimes mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and we will do our best to sort out the issue.
I have received an e-mail that my order cannot be fulfilled because it’s out of stock
This may happen on occasion, but we do our best to update our inventory. Sometimes, due to unexpected customer demand for this item(s), the inventory is depleted prior to your order being processed, so we are unable to fulfill this item as requested. As a result, we notify our customers via e-mail that the order is cancelled.
Are there any physical stores?
Yes. At the moment there are 3 stores in Egypt, located in Cairo’s largest shopping malls: Cairo Festival City Mall, Mall of Arabia & City Stars.
Can I check the size if it fits when my package arrives?
It is not possible for the customer to open, reject and send orders back with the same driver. Please note that all our products are sealed before being shipped, and cannot be opened by customers to be checked unless the payment is processed by our third party shipment service provider.
This can only be done before opening the package. The package must be paid for and received first. If there are any issues, the normal return process will be carried out by contacting the Customer Service.
Do you deliver to my location?
We deliver everywhere across Egypt, to all governorates, within 3-5 business days after we confirm the order’s availability with you.
Our aim is to dispatch your products on the same day we receive your order. You can expect to receive your new ECCO products within 3-5 working days from the day we confirm your order via phone call.
Do I have to pay customs and import charges?
No. All customs and import charges are included in the price of the order. However, the price does not include local shipping fees within Egypt.
Do you deliver to public places?
Unfortunately, we do not deliver to public places for security reasons.
I have placed an order, what is next?
We have a 2-step confirmation process. Our Operations team will call you on the number you have provided while placing your order within 2 business days. We can only proceed with orders after customers are contacted by phone.
How do I pay for my order?
At ECCO we continuously try to give you as many payment options as possible. Currently our only payment method is cash on delivery (COD).
When will I be charged?
You are required to pay for your order when you receive it. Payment will be collected upon delivery through our third-party shipping provider.
Are the discounts available online the same as in-store?
Yes. All prices, including discounts & offers, are continuously updated to be in line with the store. You can view the current offers here.
How do I return an item?
We try to make sure everything we sell will make you happy, but if you do ever need to send anything back to us, please check out our Returns Policy.
I have received a faulty item
We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please let us know as soon as you receive your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).
I have received an incorrect item
If you have received an incorrect item, we sincerely apologize. Please let us know as soon as your receive your package. Should you contact customer service please let us know the following details: your order number, product code/product name and details of the faulty item(s).
Have you received my return?
It takes around 10 working days for us to receive and process your return.
When will I receive my refund?
Refunds will be processed within 7 working days after we receive your items in the warehouse. Please note that it may take 5-10 working days for the bank to process your transfer.
QUESTIONS ABOUT A PRODUCT
Can you provide more information about a product?
We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes description and images.
If you have any other questions though, please contact Customer service quoting the product name, and we'll do our best to answer your questions as soon as we can.
I have seen something advertised but cannot find it on the site
Just type the name of the item or its code into the search box at the top of the homepage, and it will take you straight to the right page, unless the item is sold out or not available in the online store.
HOW TO REACH US
How do I contact you?
If your question was not answered by one of the entries on this page please contact customer service and we will be happy to help you. We will get back to you as soon as we can and do our best to answer all queries within 24 hours except on weekends (Friday and Saturday). Please fill in the form here to get in touch with customer service or call us at +201011598854 Sunday to Thursday 10:00 a.m – 4:00 pm