Shipping
Where do you ship from?
Most orders are sent from our warehouse in Lisbon, Portugal. Everything we ship goes out from within the European Union.
How will I know when my order is shipped?
Once your order is processed and shipped, you’ll receive a confirmation email with a tracking number so you can follow your package.
What shipping options do you offer?
Shipping methods, delivery times, and costs vary by destination. At checkout, you’ll be able to select from available shipping options for your region — including standard or express services when offered. We work with a range of trusted global and local partners to provide reliable delivery.
How long does shipping take?
Below are average delivery estimates. Exact timing depends on your location and the shipping method selected at checkout.
Portugal: 2–5 business days
Continental Europe: 3–7 business days
United Kingdom: 3–7 business days
North America: 3–7 business days
South America: 5–10 business days
Asia: 5–10 business days
Oceania: 5–10 business days
Africa & Middle East: 5–10 business days
Can I choose the shipping provider?
You’ll see the available carriers for your destination at checkout. Where possible, we offer multiple services so you can choose the speed and price that works best for you.
What if my country doesn’t appear at checkout?
If your country is not listed during checkout, we’re currently unable to ship there. This may be due to restrictions from our carriers, political instability, natural disasters, or regulatory changes.
Do you offer local pickup?
Yes. If you're in Lisbon, you can select Local Pickup at one of our eligible stores, which will be available in 2-3 working days.
What’s ISTO doing to reduce the environmental impact of shipping?
Shipping has a significant environmental impact, and we're committed to minimizing it by prioritizing land-based transportation via DPD and UPS, and offsetting emissions through DHL Go Green.
In 2023, we offset 55,627.58 kg CO₂e.
In 2024, we upgraded to DHL Go Green Plus, achieving an 11.25% reduction in aviation fuel-related emissions compared to the Reference Standard Service.We remain committed to reducing our environmental footprint and improving our shipping practices.
If you have questions about your delivery, feel free to contact our Customer Care team.
Will I pay duties or taxes on my order?
Some destinations are shipped DDP (Delivery Duty Paid), meaning all duties and taxes are included. Where DDP doesn’t apply, charges may be due upon delivery. For more details, visit our Taxes & Duties page.
What is DDP (Delivery Duty Paid)?
For many destinations, we ship orders using DDP — meaning all applicable import duties, customs fees, and taxes are already included in your final price at checkout. You won’t pay anything extra upon delivery.
Which countries are DDP?
We currently ship DDP to the following Countries & Regions:
Australia
Canada
European Union
New Zealand
Norway
Singapore
Switzerland
United Kingdom
United States of America
What about other countries?
If you're ordering from a country not listed above, taxes and import duties may apply depending on your local regulations. We always aim to be transparent, but we cannot be responsible for local import charges or policies.
Do I have to pay anything when I receive the package?
No, if you’re in a DDP country, all charges are already covered.
If you’re outside a DDP zone and applicable taxes weren’t prepaid, your local courier may contact you before delivery.
Can you guarantee the accuracy of non-DDP duties or tax charges?
We do our best to stay up to date, but for non-DDP destinations, we cannot guarantee the exact calculation of customs duties or taxes. These are ultimately determined by your local authorities and may vary.