ONLINE FREQUENTLY ASKED QUESTIONS
Placing an order
Can I cancel my order?
Once an order has been placed and the payment is processed, it cannot be cancelled by the customer. However, if the online division is contacted immediately via email (prior to the item/s being dispatched) the online team will be able to intercept and organise a refund. If the order has already been sent, it will need to be returned by the customer and received by the online team prior to a refund being issued.
Can I add to my order?
Once the order has been placed and the payment is processed, it cannot be amended by the customer. If additional item/s are required a separate order will need to be placed for the extra product/s.
How long will it take for my order to arrive?
We endeavour to process all online orders as quickly as possible. Please allow between 1 – 3 business days to receive your order. If you have not received your order within this timeframe, please contact our online division so that they can track and locate your item/s.
What methods of payment can I use?
Currently, you can pay upon receiving your order. Soon, God willing, electronic payment methods will be added.
I made a mistake when I placed my order, what do I do?
We do understand that mistakes happen, so if you have ordered an incorrect size/item, forgotten to apply a promotional code, or provided an incomplete/incorrect delivery address - please make sure you contact the online team via email as soon as possible. Remember to include the order number and the correct details and we will endeavour to intercept you order before it is dispatched.
I noticed a special offer or promotion running, but it was not applied to my order, what happened?
Many offers and promotions require a promotional code to be applied for the offer/discount to be validated. Please double check your order at the checkout before processing your payment, and if the offer or promotion has not been applied then check to see if a promotional code is required?
How do I use a promo code/why is my promo code not working?
Specific promotions may require a promo code to be entered for the promotion to be validated. To use the promotional code provided, enter the code in the “Redeem Your Voucher” field on the payment page at the checkout – then click Update.
If the discount has not been applied to your order at the checkout, there can be a few reasons for this: The promo code may have expired or not be valid for the particular products in your cart. The promo code could have been entered incorrectly – please note that the codes are case sensitive.
If everything is correct but it still is not working, please email the online team and include your name, the items you are trying to order and the promotional code used. We will endeavour to resolve the issue as soon as possible.
Deliveries
What are the shipping charges?
Shipping fees are determined based on the geographical area, whether within Tripoli or outside it.
What happens if I provide an incorrect delivery address?
It is the customer’s responsibility to ensure the correct delivery address details have been provided at the time the order is placed. However we do understand that a mistake may occur. If you have provided an incomplete or incorrect delivery address please make sure you contact the online team via email as soon as possible. Remember to include the order number and the correct details and we will endeavour to intercept you order before it is dispatched.
Why is there a delay in my delivery?
Shipping may take additional time during sale periods, holidays and extreme weather events. Please contact our online division if you have not received your order after 3 business days if there has been no notification of expected delayed deliveries.
What happens if my delivery arrives and I am not home?
If you are not at home to receive your delivery, you can contact the courier company to arrange a suitable time for redelivery.
Exchange
What is the exchange policy, and how can I know what I can exchange?
You can exchange items for a different size of the same style and color within 7 business days of receiving your order. This applies to all items purchased at full price or discounted.
When exchanging products:
You must first contact our online department. Products must be in their original condition, unused, and include all original packaging, including the box. Please be careful when opening the package, as the shipping bag can be easily reused for returning products.
Can I exchange an item?
Please note that items can only be exchanged for a different size of the same style and color. Products cannot be exchanged for a different color or style. If you wish to exchange an item for a different one, please return the unwanted product for a refund and purchase the desired item again.
Can I return an online purchase to an ECCO retail store for a size exchange ?
contacting the online department to exchange the size. However, if you are near an ECCO store and prefer to deliver the unwanted product there, you may do so as well.
Please note that exchanges will not be processed at the store. The item/items will need to be sent to the online department for processing.
What happens if I receive an Incorrect or Faulty Item?
If for any reason you have received the incorrect item, or you feel the item is faulty, please email Tamam store Gmail services@tamam-ly.com and include your order number and relevant details. but it is recommended that you also notify the online team regarding the issue so a suitable resolution can be actioned as soon as possible.
Your Account
How do I log in to your website?
To register an account simply click the “👤” option at the top right hand-side of our website. Enter your email address and password. If you are not registered, click ‘Register’ and enter your details.
Forgotten password?
If you cannot remember your password, go to the ‘Login’ option and enter your email address, then click the 'I have forgotten my password'. You will be sent an email with instructions to reset your password. If you have entered your email address and it is not recognised, this means you most likely used a different email originally. You will need to re-register or get in touch with the online division.
Can I change my details (email, name, physical address etc?)
Yes. Once you have logged in, click on the ‘My Details’ option and change the relevant details. Once the details are successfully changed, click on the red ‘Submit’ option at the bottom of the page.
How can I unsubscribe so I don’t receive emails?
The best way to do this is to find the last email that was sent to you and click the “unsubscribe” option at the bottom – this will remove you from the email list immediately. Alternatively contact us at services@tamam-ly.com and let us know that you would like to unsubscribe.
Other Questions
Can I call/visit an ECCO store to query my online order?
Please be aware that the ECCO stores are separate from the online division - therefore the staff in store may not be able to assist you with your query, especially if it is regarding your order. Please email services@tamam-ly.com for anything relating to your order or the website.
However the friendly team at our stores will be able to assist you with information about the current season’s collection and/or product information.
I made an order but I didn’t receive an order confirmation email?
Firstly check your junk/spam mail to confirm the order confirmation. If you have not received an order confirmation from us, shortly after placing an order, please contact the online team as soon as possible. Occasionally a tech issue may have prevented a confirmation email from being sent, and if this is the case our team will be able to forward it to you. It is important to ensure you have ordered the item from our "tamam-ly.odoo.com” as sadly there are counterfeit websites – please see below for more information regarding fraudulent web
Have I accidentally purchased from a fraudulent website?
The fight against counterfeiting is a high priority for ECCO. However sadly it does happen and customers do get caught out and accidentally purchase from a fraudulent website.
Signs that you may have purchased from a fraudulent website: lack of sufficient contact information, a mix of languages and "Google Translations", product photos featured including shoe boxes, links on the site are not working properly, products are for very low or peculiar prices such as 100 LYD, no order confirmation received after purchase of products or you receive an item that is not a genuine ECCO product.
If you have made a purchase from one of these websites we are very sorry that you have been a victim of fraud. We strongly recommend that you contact your bank and cancel method of payment used to place the order.
Please keep in mind when ordering ECCO shoes online that our website tamam-ly.odoo.com is the only legitimate “ECCO” website in Libya.