Frequently Asked Questions

 

PRODUCTS

〇 WHERE CAN I FIND YOUR PRODUCTS?

You can discover our products through our online shop, at markets (announced on @itsokaystore), and at our partner locations (see list here)

〇  WHERE ARE YOUR T-SHIRTS AND CREWNECKS MADE?
Our t-shirts and crewnecks are made in Portugal. We take pride in using a small family factory near Braga, region known for high-quality manufacturing.

〇  WHAT ABOUT CARE INSTRUCTIONS FOR T-SHIRTS AND CREWNECKS?

  1. wash less & wash with similar colors
  2. always wash cold (inside out)
  3. do not tumble dry (it's the worst)
  4. iron on reverse (if necessary) & store correctly
  5. treat stains immediately
  6. wear it with pride

      Please take good care of your items! 

〇  WHERE CAN I FIND THE SIZE CHARTS FOR EACH PRODUCT?
You can find all size charts on our homepage at SIZE CHART. You may also select "Shop" and then "Size Guide". If doubts persist, please feel free to contact us.

〇  DO YOU HAVE A "GIFT" OPTION?
 Yes, you can write a message for someone special or buy one of our gift cards.

PAYMENT METHODS  

〇  WHAT CURRENCY ARE YOUR PRICES IN?

In Euros (€).

〇 WHAT FORMS OF PAYMENT DO YOU ACCEPT?

American Express, Maestro, Visa, MasterCard, Apple Pay, Paypal, MB WAY, Multibanco.

〇  WHERE DO I ENTER MY PROMO CODE?

After confirming your cart and advancing to checkout, you can add the provided discount code. You will only be allowed to use a single discount code for each purchase. Discount codes cannot be used during ongoing promotions.

SHIPPING

〇  DO YOU OFFER WORLDWIDE SHIPPING?

Yes, if you have any doubt, please feel free to contact us.

〇  HOW LONG WILL IT TAKE ME TO GET MY ORDER?

  • Portugal & Spain 3-5 working days;
  • Europe 5-8 working days,
  • Rest of the World 5-10 working days.

We are not responsible for any delays as we use third-party services.

〇  HOW DO YOU SHIP A PRODUCT?

We dispatch all your items from Lisbon, Portugal. Our shipping partners include the Portuguese national courier CTT or DPD for shop/similar services. Shipping costs are calculated during the final stage of the ordering process, prior to completing the purchase.

〇 WHAT ABOUT SHIPPING COST?

You can check shipping cost at the last step of the ordering process.

〇  HOW CAN I TRACK MY ORDER?
You can track your order using the tracking number included in the shipping confirmation email sent by "it's okay" once your order has been dispatched. Please allow up to 24 hours for this number to become active.
〇  MY PACKAGE IS LOST.

Once an order has been sent to the correct address, we are not responsible for lost or stolen packages. We are also not responsible for orders with incorrect shipping addresses. If this happens, please send us an email immediately to itsokay@itsokaystore.com, and we’ll update the address if not shipped.

〇 WHAT IF MY PACKAGE WAS RETURNED TO SENDER?

If your package is returned to us, you will be responsible for paying the new shipping cost.

〇 CAN I CHANGE THE SHIPPING ADDRESS?

You may change the shipping address until your order is shipped. Just send us an email (itsokay@itsokaystore.com).

 

RETURNS & EXCHANGES

〇 CAN I CANCEL OR CHANGE MY ORDER?
We begin processing orders as soon as they are placed; for this reason, it may be impossible for us to cancel or make changes. Send us an email (itsokay@itsokaystore.com) to see if we can assist you. If you received free shipping with your order, the associated costs will be deducted from the amount to be returned.
〇 CAN I EXCHANGE MY ORDER?

No, but you can return your order and make a new purchase. We have a 30-day policy for returns. In the event that you have benefited from free shipping costs with your order, these will be deducted from the amount to be returned. Please note that returned items will only be accepted if unworn and in their original condition. Returns can be initiated through our returns page.

〇  I HAVE RECEIVED AN INCORRECT/ INCOMPLETE ITEM IN MY ORDER. WHAT SHOULD I DO?

Oops! it's okay to make mistakes! If you have received an incorrect item or something's missing, contact itsokay@itsokaystore.com and we'll be happy to help you.

〇 CAN I RETURN AN ITEM?

You're not completely satisfied with your purchase? No way! But not a problem. please contact our customer service department at itsokay@itsokaystore.com. Please note that returned items will only be accepted if unworn and in their original condition. We are not responsible for the return shipping costs of the item and shipping costs will not be refunded. The item is your responsibility until it reaches us. For your own protection, we recommend using a delivery service that insures you for the value of the goods.

〇  CAN I EXCHANGE "DISCOUNTED" ITEMS?

Please note that "Discounted" items for which a discount code was applied at checkout are eligible for a refund or exchange within the 15-day return period.

〇 CAN I EXCHANGE MY GIFT CARD?

It's not possible to exchange the gift card.

〇 CAN I EXCHANGE "SALE" ITEMS?

"SALE" items are not eligible for a refund.  

  

For further information, our customer service agents are available to help you in any way! please contact us: itsokay@itsokaystore.com