Refund policy
Returns, Exchanges & Refunds Policy
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 covers shipping or duties. In certain markets exchanges may also mean that duties are charged again. As shipping and customs regulations change, our policy will be updated.
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.
Conditions for Returns & Exchanges
- Items must be returned in original condition, unworn, unused, unwashed, and unaltered.
- All original tags and packaging must be intact.
- Items must be free from stains, odors, damage, or signs of wear.
- Items altered due to incorrect washing (for example shrinkage) will not be accepted.
- Items must be shipped from the same region of delivery.
We check every item carefully. If something does not meet these standards, we may reject the request and return the item to you, with costs covered by the customer.
Archive Collection
Returns are available for Archive 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.
Channel & Gift Rules
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 local alternatives. Exchange items will always be shipped back to the original delivery country.
Returns and exchanges can only be made through the same channel where the item was purchased. Store purchases must be returned in store. 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.
Return & Exchange Costs by Region
| Region | Returns | Exchanges | Cost |
|---|---|---|---|
| European Union | Allowed | 1 per order | Returns: €10. First exchange free |
| Portugal | Allowed | 1 per order | Free returns. First exchange free, then €5 |
| Spain | Allowed | 1 per order | Free returns. First exchange free, then €5 |
| United Kingdom | Allowed | 1 per order | Returns: £15. First exchange free, then £15 |
| 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 |
Import Duties & Taxes on Returns (DDU Markets)
For orders shipped to DDU ( Delivery Duties Unpaid). Markets like the United States, United Kingdom, Canada, Australia, Switzerland, and Norway ( and all non-EU markets), please note the following:
- Any import duties, customs fees, or taxes paid upon delivery are non-refundable. ISTO. cannot reimburse charges levied by customs authorities.
- When returning an item, you are responsible for ensuring the shipment is correctly declared as a "returned goods" to avoid being charged duties again. We recommend using the original packaging and including the commercial invoice.
- ISTO. is not liable for any additional duties or taxes incurred during the return transit.
Refunds
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 or exchange checkout or deducted from the refund amount when applicable.
Once your return arrives at our warehouse and passes quality control, we will process your refund within 5 working days. Refunds are issued to the original payment method. 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.
Definitions
Return means sending an item back and receiving a refund. It is the simplest option if you just want your money back. Once the item arrives at our warehouse and passes our quality check, we will process your refund within 5 working days.
Exchange means sending an item back and receiving a replacement, either a different size, color, or item. If the item you want is not in stock, we will offer a refund instead. In some cases, exchanges for higher-value items are possible, and you will just need to pay the difference. This depends on availability and may not be possible during high-demand periods.
Misuse
We keep track of irregular activity. If there is any sign of misuse or fraudulent behavior, we may refuse returns or exchanges and restrict future orders in line with our policy.