Returns & Exchanges
RETURNS & EXCHANGES
HOLIDAY SEASON EXTENDED EXCHANGES:
For all orders made between 17-Nov & 24-Dec, enjoy extended exchanges or refund to store credit until 31-January.
To comply with local regulations, customs, duties, and shipping providers, the process may look different from one country to another. As regulations change, our policy may also change from time to time. The latest information will always be updated in this page.
Please check your country's specific policies:
| Region | Returns | Exchanges | Cost |
|---|---|---|---|
| European Union | Allowed | 1 per order | Returns: €8. First exchange free |
| Portugal | Allowed | 1 per order | Free returns. First exchange free |
| Spain | Allowed | 1 per order | Free returns. First exchange free |
| United Kingdom | Allowed | 1 per order | Returns: £10. First exchange free |
| Norway, Iceland, Liechtenstein | Allowed | 1 per order | Return shipping covered by the customer. Exchanges: Return shipping and re-shipping also covered by the customer |
| United States & Canada | Allowed | 1 per order | Return shipping covered by the customer. Exchanges: return shipping and re-shipping also covered by the customer |
| Switzerland | Allowed | 1 per order | Return shipping covered by the customer. Exchanges: return shipping and re-shipping also covered by the customer |
| Rest of World | Allowed | 1 per order | Return shipping and duties covered by the customer. Exchanges: return shipping, re-shipping, and duties also covered by the customer |
Whenever possible, ISTO. will provide a return label to make the process easier. The cost of this label will either be covered at the return/exchange checkout or deducted from the refund amount, when applicable.
How do I request a return or exchange?
- Visit the RETURNS & EXCHANGES PORTAL
- Log in using your email and 5-digit order number (find it in your order emails)
- Select the items you wish to return or exchange
- Choose a reason and whether you prefer a refund or replacement
- You’ll get an email with return instructions and a prepaid label (if applicable)
Can I request a return or exchange from a different country than the original delivery?
Returns and exchanges must be shipped from the same country where the order was originally delivered, ideally from the same address (although some logistics partners may provide alternative local options). Please note that exchange items will always be shipped back to the original delivery country.
Can I return items bought in a physical store through the online process, or return online purchases in store?
Returns and exchanges can only be made through the same channel where the item was purchased: store purchases must be returned in store, and online purchases must be returned online.
Can I return or exchange items from the Archive selection?
Returns are available for orders delivered within the European Economic Area (EU, Norway, Iceland, Liechtenstein) and the United Kingdom. Exchanges are not available in any market unless the item has an undisclosed defect.
Can I return items from my order separately?
We can only process one return request per order, so please include all items in the same request if needed. Additional requests will be the customer's responsibility in terms of shipping, taxes and duties.
How long does it take to process a return or exchange?
Once a package is received, a refund, excluding shipping costs, or the shipment of a replacement item will be processed within 3-5 working days.