FAQs

When will my order ship and arrive?

All orders, except clearly stated, will be shipped within 1-2 business days after you the order takes place. A confirmation email with the tracking number will be sent to you when the order ships. If, for any chance you can’t track your package on the courier website, please contact us. Transit times will vary depending on your location but please allow 1-2 business days in the European Union and most states in the USA for your order to be received. Other International locations we may take 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.
  
EUROPEAN UNION & UK - All taxes and duties are included, meaning there are no additional charges to you at all.


REST OF EUROPE - 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.
  
USA - For orders below 800€, no extra charges will be applied.
  
AUSTRALIA - For orders below 1000AUD, no extra charges will be applied.
  
REST OF THE WORLD - 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. This means all additional costs with taxes, duties and customs charges must be covered by you.

Can I return/exchange an international order?

Returns and Exchanges are available worldwide. We currently offer Free Returns & Exchanges in the European Union, UK and USA. Please check our Policy.

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. 

What forms of payment do you take?

American Express, Visa, MasterCard, Apple Pay, Paypal, Bank Deposit, Klarna, 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.

How can I Return an item?

If it's as good as new, you have 30 days to return it. Please check our Policy. 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.
  
Portugal, European Union, UK & USA: all orders are shipped with a prepaid return label inside. Please use it for scheduling a collection or drop your package at the closest DPD Pick-Up Point (service available in Portugal) or DHL Pick-Up Point (service available for international orders).
  
Rest of the World: packages should be sent to our warehouse address at your own cost. For a smoother processing, please inform us about the items you're returning, 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 5 working days for the total order value.

How Can I Exchange an item?

Communicate exchange: email us at customercare@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, European Union, UK & USA: All orders are dispatched with a prepaid return label inside. Please use it for scheduling a collection or drop your package at the closet DPD Pick-up point (service available in Portugal) or DHL Pick-up point (service available for international orders).

Rest of the World: Packages should be sent to our warehouse address at your own cost. For smoother processing, please inform us about the items you're returning, 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.

Can I return Online Purchases in-store?

In-person Returns & Exchanges are available at all our shops.

Can I return two orders in one package?

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

How long should I expect to take the process?

Returns: once a package is received, checked and approved, a full refund to your original payment method will be issued within 5 working days for the total order value.

Exchanges: once a package is received, checked and approved, we'll exchange it for the desired item within 2 working days, 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.

Where can I find size charts & care instructions per product?

Size Charts: you can find all size charts above the Add To Cart Button on the product page.

Care instructions: Find all care instructions in the SIZING & CARE tab in the product page. Also, 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 shops.
Additionally, you can join the waitlist to be notified as soon as it's back in stock, by clicking the button available on the product page of the sold out item.