Shipping policy

Shipping, Taxes & Duties

Shipping Information

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 options for your region — including standard or express services when offered. We work with trusted global and local partners to ensure 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
  • 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
  • Australia & New Zealand: 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, we’re currently unable to ship there — this may be due to shipping restrictions, customs regulations, political instability, or other operational limitations.

Do you offer local pickup?

Yes. If you're in Lisbon, you can select Local Pickup at one of our eligible stores. Pickup orders are usually ready within 2–3 working days.

What’s ISTO doing to reduce the environmental impact of shipping?

We prioritize land-based transport when possible (via DPD and UPS) and offset emissions through DHL GoGreen and GoGreen Plus programs.

  • In 2023, we offset 55,627.58 kg CO₂e.
  • In 2024, we upgraded to DHL GoGreen Plus, achieving an 11.25% reduction in aviation fuel-related emissions compared to standard services.

We remain committed to reducing our environmental footprint and improving shipping practices.

If you have any questions about your delivery, feel free to contact our Customer Care team.

Taxes & Duties

Will I pay duties or taxes on my order?

Some destinations are shipped using DDP (Delivery Duty Paid), which means all duties and taxes are included. Where DDP doesn’t apply, charges may be due upon delivery.

What is DDP?

DDP (Delivery Duty Paid) means all applicable import duties, customs fees, and taxes are included in your final price at checkout. You won’t pay anything extra on delivery.

Which countries are DDP?

We currently ship DDP to the following countries and regions:

  • European Union
  • United Kingdom
  • Switzerland
  • Norway
  • United States

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 aim to be transparent, but 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 customs or tax amounts. These are determined by your local authorities and may vary.