Have been wearing Ecco boots for 20 years, always the same size. The local shoe store stopped carrying them a few years back, so this time, when the sole of one of the old boots finally gave out, I ordered the same size I've always worn. These shoes are a full size larger. "Online return" is the only option. No one is available to answer questions by phone. The order numbers do not work in the online return form. Someone answered my email today, clarifying that the "online return" is the only way they roll, so I'm giving them to the thrift store. The box the shoes were delivered in had a deep gash in it, but it didn't hit the shoes in the second box. I will never buy Eccos again. Too bad.