Returns & Exchanges
RETURNS & EXCHANGES
We want you to be happy with your order. If something is not right, you can request a return or exchange within 30 days from the day your order is delivered.
The exact rules depend on the market, meaning the country where your order was delivered. Please check the details below carefully before making your request.
To comply with local regulations, customs, duties, and shipping providers, the process may look different from one country to another. In some places returns are free, in others the customer pays shipping or duties. In certain markets exchanges can also mean that duties are charged again. As shipping and customs regulations change, our policy may also change from time to time. You will always find the latest information here.
Each order allows one return or exchange request. If you have more than one item to send back, include them all in the same request and please note that Archive items cannot be exchanged.
No rush, no stress. Just make sure it is all in one go.
How do I request a return or exchange?
- Go to our RETURNS & EXCHANGES PORTAL
- Log in using your email and 5-digit order number (you’ll find it in your order emails)
- Select the items you want to return or exchange
- Choose your reason and whether you prefer a refund or replacement
- You’ll get an email with return instructions and a prepaid label (if applicable)
Once your return is received and approved, we’ll process your refund or send your replacement within 5 working days
What are the conditions for a return or exchange to be accepted?
We accept returns and exchanges only if the items are:
Unworn, unused, unaltered and unwashed
In original condition, with all tags and packaging intact
Free from stains, odors, damage, or signs of wear
Shipped from the same region of delivery
We check every item carefully.
If something doesn’t meet these standards, we may reject the request.
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 your 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.
A valid proof of purchase is always required. For gifts, the original purchaser will need to provide the necessary order or receipt details so we can process the request.
Can I return or exchange items from the Archive/Beautiful Losers collection?
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.
Due to these items being heavily discounted, ISTO. is unable to enable the additional costs involved in processing exchanges.
| 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.
For refunds, ISTO. covers the cost of the standard shipping method when this option is available. In line with European legislation, express delivery costs are not eligible for full reimbursement.
What’s a return?
A return means you send something back and get a refund. It’s the simplest option if you just want your money back.
Once the item arrives at our warehouse and passes our quality check, we’ll process your refund (excluding original shipping) within 5 working days.
What’s an exchange?
An exchange means you send something back and we send you a replacement — either a different size, color, or item.
How are they different?
Returns = refund.
Exchanges = replacement.
If the item you want isn’t in stock for an exchange, we’ll offer a refund instead.
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.
Can I exchange more than once?
Each order qualifies for one exchange. For instance, if you change a size once. Additional requests will be the customer's responsibility in terms of shipping, taxes and duties.
How do returns and exchanges work in my country?
Every region has slightly different steps. You’ll find all the details on the table, if your country isn't specifically mentioned it will follow the "rest of the world rules".
If you have doubts, feel free to reach out
How long does it take to process a return or exchange?
It depends on where you're based and how long it takes for the item to arrive. Once it does, we’ll process everything as quickly as possible, aiming for 3-5 working days.
What if someone abuses returns or exchanges?
We keep track of irregular activity. If there’s any sign of misuse or fraudulent behavior, we may refuse returns or exchanges and restrict future orders in line with our policy.
Do you refund shipping costs in case of a return?
Yes. We refund the standard shipping option available at checkout.
- If you chose express and a standard option was available, we refund only the standard option.
- If only express was offered, we refund that amount.
Can I exchange for a different item altogether?
In some cases, yes — we allow exchanges for higher-value items, and you’ll just need to pay the difference.
This is subject to availability and may not be possible during high-demand periods like Christmas.