FAQs

Most orders are sent from our warehouse in Lisbon, Portugal. Everything we ship goes out from within the European Union.

Orders are typically prepared and shipped within 3 to 5 business days, unless stated otherwise. Once it’s on the way, we’ll send a confirmation email with tracking details. If the tracking link doesn’t work or isn’t updating, just get in touch — we’re happy to help.

Delivery times depend on the destination. For the most accurate information, please refer to the estimates provided at checkout and on our Shipping Policy page.

Yes. As soon as your order is shipped, you will receive an email with a tracking number and the courier’s name.

Yes, we ship worldwide. You’ll find rates and other details on our Shipping Policy page.

 That depends on where your order is going. We’ve listed country-specific information clearly in our Shipping Policy.

 We work fast to process orders, so changes or cancellations aren’t always possible. If the order has already shipped, we won’t be able to refund shipping. Please reach out as soon as you can, we’ll always try to help.

 Let us know right away. If your order hasn’t been processed yet, we’ll do our best to correct it, though we can’t guarantee it.

We do everything we can to ship on time, but delays can happen. While we can’t compensate for courier-related delays, we’ll always support you in resolving the issue.

If tracking says it was delivered but you haven’t received it, let us know. We’ll help you check with the courier and figure out what happened.

In-store pickup is available in some locations. If it’s an option for your order, you’ll see it at checkout. You can read more in the Shipping Policy.

Some countries have express delivery options. Check the Shipping Policy for what’s currently available where you live.

Courier options are shown at checkout, based on your delivery address.

Yes. You’ll get one after placing your order and another when it ships, including the tracking link.

Click “Join the Waitlist” on the product page for the exact item you wish (including the size). If the item returns, you’ll get an automated email. There’s no need to contact us directly.

We accept major debit and credit cards, PayPal, Apple Pay, Google Pay, and other local options depending on your region. All available payment methods will appear during checkout.

During checkout, right after reviewing your cart, you’ll see a field to add your promo code.

Only one discount code can be used per order. Discount codes are applicable to clothing products only, not events or other types of items or services available for purchase online.

Some codes are for full-price items only or expire after a certain date. Double-check the conditions or reach out to Customer Care if you need help.

Once your order is placed, we can’t apply discounts retroactively.

In some countries, installment plans may appear at checkout when eligible.

Yes. You can purchase and redeem ISTO gift cards both online and in-store.

Your local currency will be used. Prices update automatically when you select your country, and will be re-confirmed at checkout based on your shipping address.

Welcome discounts are meant for first-time use only. If we detect repeated use across multiple accounts or addresses, the order may be cancelled. If it’s already shipped, we won’t be able to refund shipping.

You’ll find size charts right above the Add to Cart button. Care instructions are in the "Sizing & Care" tab, on the garment label, and in our Care Guide.

Use the measurements provided in the size chart. Every body is different, so go with what feels closest to your fit.

All the information you need is on the product page. At this time, we don’t offer personalized fit recommendations.

Yes. All our clothing is made in Portugal in close partnership with local factories we trust.

We use premium organic cotton, wool, and recycled fibers. Because we rely on natural materials, there may be slight variations in color or texture — that’s part of what makes each piece special.

Yes. Small differences between batches are natural when working with organic fibers.

Yes. Come try things on in any of our stores. You’ll find locations listed on our Stores page.

Yes. Natural fibers require proper care. Follow the label instructions closely — improper washing can lead to shrinking or damage, and returns showing signs of this may not be accepted.

Stock for our physical stores and online shop is managed separately. You may still find an item in-store even if it’s out online.

Not always. Some collections and limited-edition items are only available in certain locations.

We adjust prices based on currency rates, taxes, duties, and operating costs. Because we’re based in Portugal, prices there are usually lower. We do our best to keep pricing fair and transparent across regions.

Yes. Prices adjust automatically to match your location. If you browse the collection in a country that is different from your shipping address, prices will update at checkout once your address is confirmed

This can happen due to local taxes, exchange rates, or region-specific promotions. The final price will always be shown before checkout.

All ISTO garments are made in Portugal by manufacturing partners we’ve personally visited and vetted. We work closely with each factory to ensure safe working conditions, fair wages, and responsible labor practices. You can explore these partners in more detail on our Factories page.

We source high-quality fabrics from respected European suppliers, prioritizing organic, natural, and recycled fibers. Many of our materials come from certified mills in Portugal and Italy, known for both craftsmanship and sustainability. You can find full transparency on fabric origin and certifications on the Our Fabrics page.

We design with durability, transparency, and simplicity in mind. From using natural and certified organic materials to producing locally and in small batches, everything we do aims to reduce waste and environmental impact. You’ll never find seasonal sales or overproduction here — just timeless, high-quality essentials made to last.

No. Our suppliers comply with EU chemical regulations and use certified processes to minimize environmental impact. Most of our cotton is GOTS-certified, and we avoid unnecessary treatments or finishes that are common in fast fashion.

Because we use organic and natural fibers, small variations between batches are a normal part of the production process. We think these subtle differences give each piece character and make them uniquely yours.

Wash gently, dry naturally, and avoid unnecessary heat or friction. Natural fibers require care, follow the garment label and our Care Guide to make sure your pieces look great for years.

Not at the moment, but we’re actively exploring options to extend the lifecycle of our products. Until then, we encourage you to care for your garments thoughtfully — and pass them along when you’re done.