FAQs

Sizing

Where can I find size charts per product?

You can find all size charts above the Add To Cart Button on the product page. 

Orders & Shipping

When will my order ship?

Orders are shipped within 1-2 business days after being placed with us.

When will my order arrive?

Transit times will vary depending on your location but we deliver within 1 business day in Portugal, the European Union and most states in the USA. For other locations we may take from 2-3 business days.

Can I follow my package? 

A tracking number will be sent so you can follow your package throughout the way. You’ll be notified when your package is dispatched, and receive a tracking number and the name of the courier in charge of your shipment.

Do you ship internationally?

We ship worldwide. For rates and more info please check our Shipping Information.

Can I return/exchange an international order?

Returns and Exchanges are available worldwide. Please check our Policy 

Do I pay taxes on International orders?

EUROPEAN UNION - All taxes and duties are included - meaning there are no additional charges to you at all.

OUTSIDE THE EUROPEAN UNION - You may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be - meaning all additional costs with taxes, duties and customs charges must be covered by you. 

What if my item arrives damaged, defective or incorrect?

Please contact us, with a picture of the damage or the wrong item you received, as well as your order number and contact details. 

I don't know where my package is, who should I contact? 

A tracking number will be provided when your order is dispatched. If, for any chance you can’t track your package on the courier website, please contact us.


Payment Methods

What forms of payment do you take?

American Express, Visa, MasterCard, Apple Pay, Paypal, MB WAY, Referência Multibanco

Where do I enter my promo code?

After confirming your cart and advancing to check-out, you can add the discount code provided


Returns & Exchanges

What's your Return Policy?

If it's as good as new, you have 30 days to return it (now extended Returns until January 10 for the Holidays). Please check our Policy 

How can I Return an item?

Communicate your return by email, telling us your order number and what items you want to return. Our Customer Experience Team will get back to you within 24 hours.

Return label: 

Portugal: All orders are dispatched with a prepaid return label inside. Please use it, and drop your package at the closet DPD Pick-up point.

International: Packages should be sent to our warehouse address at your own cost. For smoother processing, please inform us about the carrier used and Tracking Number.

Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 7 working days for the total order value.

How Can I Exchange an item?

Communicate exchange: email us at hello@isto.pt and tell us your order number, what items you want to exchange and the desired new size and/or color. Our Customer Experience Team will get back to you within 24 hours.

Return label: 

Portugal: All orders are dispatched with a prepaid return label inside. Please use it, and drop your package at the closet DPD Pick-up point.

International: Packages should be sent to our warehouse address at your own cost. For smoother processing, please inform us about the carrier used and Tracking Number.

Once a package is received, checked and approved, we'll exchange it for the desired item, free of additional shipping costs. 

Can I return/exchange an international order?

 If it's as good as new, you have 30 days to return it. You’ll receive full reimbursement for your purchase and your shipping costs

Can I return Online Purchases in-store?

Please contact us; we will help you return your items in-store 

Can I return two orders in one package?

Yes, there’s no problem with returning two orders in the same package. Please contact us us with all the details.

How long should I expect to take the process?  

Once a package is received, checked and approved, a reimbursement to your original payment method will be issued within 7 working days for the total order value.

How long should I expect for my exchange item to be processed?

Once a package is received, checked and approved, we'll exchange it for the desired item, free of additional shipping costs. 

Can I get store credit for my return?

No - for the moment, unfortunately we cannot issue a credit for you to use in-store. 


Care

Where can I see the care instructions? 

All Products have a care label attached. Please look for them on the inside label of your product.


What if the item I want is sold out? 

Get in touch with us. We might have extra items at our shop.