Shipping policy

From Lisbon, with love. 🤎

Every IT’S OKAY order starts its journey right here in Portugal.

Whether you're shopping from around the corner or the other side of the world, we'll do our best to get your new favourite pieces to you safely.

Here's everything you need to know about shipping.

WHERE DO WE SHIP?

Good news! We ship worldwide.

Our pieces travel from Portugal to customers all over the world, and we're always happy to welcome new people to the IT’S OKAY community.

Available shipping options depend on your country and will be displayed at checkout.

If your destination isn't available, just email us at itsokay@itsokaystore.com and we'll see what we can do!

SHIPPING COSTS

Shipping costs depend on your destination, the items in your order and the delivery service available.

Our shipping rates start at:

• Portugal & Spain: from €3.90

• European Union: from €5.99

• Rest of the world: from €9.90

FREE SHIPPING ON ORDERS OVER €200, subject to the conditions and eligible destinations shown at checkout.

Final shipping costs are calculated and displayed before you complete your purchase.

ORDER PROCESSING

We know you're excited to receive your order. We're excited to send it!

We usually prepare and dispatch orders within 48 hours on business days, excluding weekends and Portuguese public holidays.

Orders placed on weekends or public holidays will be processed on the following business days.

During busy periods, such as collection launches, Black Friday or Christmas, processing may take a little longer.

We'll always do our best to get your order on its way as quickly as possible.

DELIVERY TIMES

Delivery times depend on your destination, local postal services and customs procedures.

As a general guide, our estimated delivery times are:

• Portugal & Spain: approximately 2–3 working days.

• Other European destinations: approximately 7–8 working days.

• Rest of the world: approximately 8–10 working days.

These are estimates, not guaranteed delivery dates. Actual delivery times may vary depending on the shipping method and destination.

International deliveries may take longer due to customs clearance, local postal services, public holidays or other unexpected circumstances.

Where applicable, more specific delivery information will be provided at checkout.

Your statutory delivery rights remain unaffected.

TRACKING YOUR ORDER

Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking information, where tracking is available for the selected service.

You can use your tracking number to follow your parcel's journey.

Please allow a little time for the tracking information to become active after dispatch.

If something doesn't look right, email us at itsokay@itsokaystore.com and we'll be happy to help.

SHIPPING ADDRESS

A quick reminder: please double-check your shipping details before completing your order.

Make sure your name, address, postal code and any additional delivery information are correct.

Need to change something?

Email us at itsokay@itsokaystore.com as soon as possible and we'll do our best to help.

Once an order has been dispatched, address changes may no longer be possible.

If an incorrect or incomplete address supplied by the customer causes additional delivery or return costs, we may ask the customer to cover reasonable additional charges, where permitted by law.

MISSED DELIVERIES & UNCOLLECTED PARCELS

Sometimes life gets busy. We get it!

If your delivery is unsuccessful, the carrier may attempt another delivery or make your parcel available at a collection point.

Please keep an eye on your tracking information and any notifications from the delivery company.

If a parcel is returned to us because it wasn't collected, delivery was refused without exercising an applicable legal right, or the address provided was incorrect, we'll contact you to discuss the next steps.

If you'd like us to resend your order, additional shipping costs will normally be covered by the customer where the failed delivery was caused by circumstances attributable to them.

Any refund will be handled in accordance with our Returns & Exchanges Policy and applicable consumer rights.

LOST OR DAMAGED PARCELS

Something went wrong along the way? We're here to help.

If your parcel appears to be lost, arrives damaged or hasn't been delivered as expected, please contact us at itsokay@itsokaystore.com.

Include your order number and any relevant tracking details. For damaged parcels, photographs are also helpful.

We'll investigate the issue with the shipping carrier and work towards an appropriate solution.

Where IT’S OKAY arranges the delivery, responsibility for loss or damage during transport remains with us until the goods are delivered to you or another person designated by you, in accordance with applicable law.

Your statutory consumer rights remain unaffected.

INTERNATIONAL SHIPPING & CUSTOMS

We love seeing IT’S OKAY pieces travel around the world!

For orders shipped outside the European Union, customs duties, import taxes or additional clearance fees may apply.

Depending on your destination and the shipping service, these charges may either be collected at checkout or requested by the carrier or customs authority before delivery.

Where import duties and taxes are included in the amount paid at checkout, this will be indicated during the purchase process.

Where they are not included, the customer may be responsible for paying the applicable import charges.

Customs procedures and processing times are determined by local authorities and may occasionally cause delays.

Please review the information presented at checkout before placing your order.

DELAYS & DELIVERY ISSUES

We do our best to ensure that every order reaches you as quickly and safely as possible.

However, delays can sometimes happen due to weather conditions, transport disruptions, customs processing or unusually high shipping volumes.

If your order is taking longer than expected, please reach out to us.

Under applicable consumer law, if an order is not delivered within the agreed period, you may have the right to request delivery within an additional reasonable period and, where the legal conditions are met, cancel your order and receive a refund.

We will always respect your statutory delivery rights.

RETURNS & EXCHANGES

Need to return or exchange something?

We offer a 40-day return window from the date you receive your order, subject to our Returns & Exchanges Policy and your statutory consumer rights.

For voluntary exchanges of size or colour, shipping costs both ways are covered by the customer.

For standard change-of-mind returns, return shipping costs are covered by the customer, unless otherwise required by law.

You can find all the details in our Returns & Exchanges Policy.

NEED A HAND?

Questions about shipping, tracking or delivery?

We're just an email away.

itsokay@itsokaystore.com

We'll be happy to help.

From Lisbon with love, wherever you are. 🤎