Returns & Exchanges
CHECK YOUR COUNTRY'S SPECIFIC INSTRUCTIONS BELOW:
PORTUGAL
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Enjoy FREE RETURNS & EXCHANGES for all your orders.
Don't worry. If it's as good as new, you have 30 days to return or exchange it (all items must be returned unworn, undamaged, and unused).
To request a return or exchange, simply go to our RETURNS & EXCHANGES PORTAL and sign in with your email address and order number. Please note the order number is the 5 digit number that is stated in all our email communications. Select the items you want to return by specifying the reasons they didn’t work out, and choose between receiving a refund or an exchange item. Once the return request is completed, you will receive an email with further instructions on how to return the package.
RETURNS: all orders come with a prepaid label and proof of delivery inside. Just seal your package, attach your label and drop it at the closest DPD Pickup Point. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: all orders come with a prepaid label and proof of delivery inside. Just seal your package, attach your label and drop it at the closest DPD Pickup Point. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days. Please note that only the first exchange is free. The shipping cost of a second exchange must be paid by the customer.
In-Person Returns & Exchanges: All items from our permanent collection may be returned or exchanged at any of our stores, with the exception of the Campo de Ourique location. However, Beautiful Losers items, whether purchased online or in-store, can only be returned or exchanged at our Beautiful Losers store in Campo de Ourique.
UNITED KINGDOM
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Return Cost: £10. Free exchanges.
Don't worry. If it's as good as new, you have 30 days to return or exchange it (all items must be returned unworn, undamaged, and unused).
To request a return or exchange, simply go to our RETURNS & EXCHANGES PORTAL and sign in with your email address and order number. Please note the order number is the 5 digit number that is stated in all our email communications. Select the items you want to return by specifying the reasons they didn’t work out, and choose between receiving a refund or an exchange item. Once the return request is completed, you will receive an email with further instructions on how to return the package.
RETURNS: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days. Please note that only the first exchange is free. The shipping cost of a second exchange must be paid by the customer.
REST OF EUROPE
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Return Cost: 8€. Free exchanges.
Don't worry. If it's as good as new, you have 30 days to return or exchange it (all items must be returned unworn, undamaged, and unused).
To request a return or exchange, simply go to our RETURNS & EXCHANGES PORTAL and sign in with your email address and order number. Please note the order number is the 5 digit number that is stated in all our email communications. Select the items you want to return by specifying the reasons they didn’t work out, and choose between receiving a refund or an exchange item. Once the return request is completed, you will receive an email with further instructions on how to return the package.
RETURNS: Just seal your package, attach your label and drop it at the closest DHL or UPS Pickup Point, depending on the original service used. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: Just seal your package, attach your label and drop it at the closest DHL or UPS Pickup Point, depending on the original service used. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days. Please note that only the first exchange is free. The shipping cost of a second exchange must be paid by the customer.
USA
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Return Cost: $10. Free exchanges.
Don't worry. If it's as good as new, you have 30 days to return or exchange it (all items must be returned unworn, undamaged, and unused).
To request a return or exchange, simply go to our RETURNS & EXCHANGES PORTAL and sign in with your email address and order number. Please note the order number is the 5 digit number that is stated in all our email communications. Select the items you want to return by specifying the reasons they didn’t work out, and choose between receiving a refund or an exchange item. Once the return request is completed, you will receive an email with further instructions on how to return the package.
RETURNS: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days. Please note that only the first exchange is free. The shipping cost of a second exchange must be paid by the customer.
NEW ZEALAND
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Return Cost: 50€. Free exchanges.
Don't worry. If it's as good as new, you have 30 days to return or exchange it (all items must be returned unworn, undamaged, and unused).
To request a return or exchange, simply go to our RETURNS & EXCHANGES PORTAL and sign in with your email address and order number. Please note the order number is the 5 digit number that is stated in all our email communications. Select the items you want to return by specifying the reasons they didn’t work out, and choose between receiving a refund or an exchange item. Once the return request is completed, you will receive an email with further instructions on how to return the package.
RETURNS: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days. Please note that only the first exchange is free. The shipping cost of a second exchange must be paid by the customer.
AUSTRALIA - CANADA - UAE - HONG KONG - MEXICO - SINGAPORE - INDONESIA
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Return Cost: 40€. Free exchanges.
Don't worry. If it's as good as new, you have 30 days to return or exchange it (all items must be returned unworn, undamaged, and unused).
To request a return or exchange, simply go to our RETURNS & EXCHANGES PORTAL and sign in with your email address and order number. Please note the order number is the 5 digit number that is stated in all our email communications. Select the items you want to return by specifying the reasons they didn’t work out, and choose between receiving a refund or an exchange item. Once the return request is completed, you will receive an email with further instructions on how to return the package.
RETURNS: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: Just seal your package, attach your label and drop it at the closest DHL Pickup Point. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days. Please note that only the first exchange is free. The shipping cost of a second exchange must be paid by the customer.
REST OF THE WORLD
CLICK HERE TO ACCESS THE RETURNS PORTAL.
Don't worry. If it's as good as new, you have 30 days to return it (all items must be returned unworn, undamaged, and unused).
RETURNS: To request a return, simply go to our returns portal, sign in with your email address and order number. Select the items you want to return by specifying the reasons they didn’t work out.
Packages should be sent to our warehouse address at your own cost. Just seal your package and ship it using a carrier of your choice. For smoother processing, please inform us on the carrier used and Tracking Number. Once a package is received, checked, and approved, a refund for the total order value, excluding shipping costs, will be issued and reimbursement will be made available within 5 working days.
EXCHANGES: To request an exchange, please send an email to customercare@isto.pt specifying the item(s) you would like to exchange. Packages should be sent to our warehouse address at your own cost. Once the exchange is approved by our Customer Experience Team, just seal your package and ship it using a carrier of your choice. For smoother processing, please inform us on the carrier used and Tracking Number. Once a package is received, checked, and approved, we'll send the replacement item free of additional shipping costs, within 2 working days.
Our warehouse address:
ISTO.
Estrada da Outurela, 118
Parque Holanda, Armazém E
2790-714 Carnaxide, Portugal