Shipping policy

Shipping, Taxes & Duties


Shipping Information

Most orders are sent from our warehouse in Barcelona, Spain. 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 & Spain : 2-5 business days
      • Europe: 3–5 business days
      • United Kingdom: 3–7 business days
      • North America: 5–10 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 Us.

 

Taxes & Duties

European Union
Applicable taxes are included in your checkout total. No additional customs charges apply on delivery.

United States & United Kingdom 
We ship with duties paid (DDP). Import duties and customs clearance fees are covered by ISTO. Any applicable sales tax is shown at checkout. You will not be asked to pay additional import charges on delivery.

All other destinations
Import duties, taxes and customs handling fees may apply and are payable by you. Any amounts not collected at checkout are excluded from your order total and may be requested by the carrier before delivery.

If you receive an unexpected customs payment request for an EU or US order, please contact customercare@isto.pt before paying.