Exchanges and Returns

Our old website, hosted on the Shopify platform and linked to the Moloni invoicing system, was online until August 31, 2025. Therefore, all orders placed up to this date were made through that platform and are subject to a different exchange and return policy from the current one. Some manual orders may have a creation date later than this. If you have any questions, please contact us and we will assist you.

For these orders, we will only accept product returns, issuing a refund through the same payment method. The products must be new, unused, and in their original box, which must be intact and undamaged, with no writing or markings.

We only accept returns of items within 30 days from the date of purchase.

Returns can be made as follows:

• In a physical store: our staff will receive the product, send a confirmation email of the delivery, and forward it to our returns department. Once processed by quality control, you will receive the refund using the same payment method. This process may take 3 to 10 business days after receipt.

• By post: please send the product to our returns department, located at our Setúbal store: Avenida Nuno Álvares, loja 50 A, 2910-622 Setúbal. The products and original box must be properly packed, with the contents protected, not visible, and securely sealed. We do not accept returns of products whose original box is damaged, as it prevents resale. Once received and processed, the refund will be issued through the same payment method. This process may take 3 to 10 business days after receipt.

If you need an exchange, you must place a new order on the new website, either immediately or after the refund of your original order has been processed.

Customers may exchange or return new items within 30 days of purchase, provided they show no damage, marks, or signs of use, including the product’s original box.
Exchanges or returns will only be processed after the condition is verified, either online or in-store.
If the product is in unsellable condition (e.g., damaged box, sealed with tape, or with shipping labels attached directly), Mada Baby Store reserves the right to refuse the return.
Shipping costs (charged by the courier) are the customer’s responsibility and are non-refundable.

We accept exchanges within 30 days after purchase for new products, unused, and with the original box, either in physical stores or by mail (in the latter case, only for orders shipped to mainland Portugal and mainland Spain).

• In physical stores: You can make a direct exchange for products of equal or higher value. Simply bring the item along with the original invoice. The in-store exchange is subject to the available stock at that location, which can be checked on the website for each product by clicking on the size and then on “availability in store”. If you prefer, you can also start the exchange process in your customer area and immediately reserve the new size or color you want.

• By mail: It is possible to make an online exchange and benefit from free shipping for the new item, provided it is the same product, changing only the size or color. Simply go to your customer area and follow the procedure — the new product will be reserved for you and sent once the return has been received. If you need a different product, you must make a return and place a new order.

Online exchanges are only available for orders delivered to mainland Portugal or mainland Spain. If your order was shipped to Madeira, the Azores, or other countries, you must return the item and place a new order.

Steps to request an exchange in your customer area:

1. Log in to your customer area, go to the “Orders” section, select the exchange option, and then choose the new size or color you want.

2. Choose your preferred return method (mail or physical store).

3. If you choose mail, prepare the item that did not fit for return by post or carrier (costs borne by the customer). The product and its original box must be properly protected inside a package, and the original invoice must be included inside. The package should be addressed to our returns department, located at our Setúbal store:
   Avenida Nuno Álvares, loja 50A, 2910-622 Setúbal.

4. Important notes for the return: The product must be new, clean, unused, and have its original box. Both must be inside a protective package to ensure safety and prevent loss. The original box must not have any writing or tape attached. To protect it, you can reuse the original shipping package or any bag you have at home, sealed with tape (there’s no need to spend money on envelopes or postal boxes — you can reuse what you already have at home).

5. Once the product arrives at the store, it will go through quality control. If everything is in order and approved, the new shipment will be made immediately. The process may take 5 to 10 business days.

6. You can track the process in your customer area — the new tracking number will appear under the “Orders” section.

7. If anything happens differently than expected, don’t worry — we are a family-run store and are always here to help. Unexpected situations happen, and everything can be solved. Just contact us by phone (+351 912 856 415) or email (sac@madababystore.com), and we will be happy to assist you.

I live on the islands or abroad — can I make a direct exchange?

By mail and for a new shipment, it will not be possible. For orders shipped to Madeira, the Azores, the Balearic Islands, or other European countries, you can only return the order and receive a refund using the same payment method.

To request a new model, you must place a new order on the website, which you can do whenever is most convenient for you — either right away, to receive it faster, or later when you decide to make a new purchase.

Mada Baby Store sincerely regrets that it is not possible to offer a direct exchange with free reshipping, but the shipping costs make this operation unfeasible, as doing so would prevent us from continuing to ship to these locations.

However, if you happen to visit mainland Portugal, you can make a direct exchange in one of our physical stores, either in Lisbon or Setúbal.

In addition, our customer support team is always available to help. You can contact us by phone, WhatsApp, or email, and we will gladly assist you with measurements and size guides to help avoid the need for an exchange.

We accept returns within 30 days after purchase for new products, unused, and with the original box, either in physical stores or by mail.

• • In physical stores: You must deliver the product together with the original invoice. You will receive a delivery receipt, and the product will be sent to the returns and exchanges department (in Setúbal). Once processed — within 3 to 10 business days — the refund will be issued using the same payment method. If you prefer, the process can be faster by receiving a store credit at the time of return, which you can use immediately in our store.

  • By mail: The order must be sent by the customer to our returns and exchanges department, located at:
    Avenida Nuno Álvares, loja 50A, 2910-622 Setúbal – Mada Baby Store.

Steps to follow:

1. Go to your customer area and request the return in the “Orders” section.

2. Prepare the product and its original box for shipping. Both must be protected and properly packed. You can reuse the original package or another bag you have at home, tightly sealed with tape, ensuring that the inside is not visible or at risk of opening. We do not accept returns sent directly in the original box with shipping labels, tape, or handwritten addresses. This is unsafe and damages the original packaging, making resale impossible. We ask for your consideration so that we can help each other.

3. Send the product using your preferred method — by mail or any carrier of your choice. The recipient should be our Setúbal store: Avenida Nuno Álvares, loja 50A, 2910-622 Setúbal. The return shipping cost is the responsibility of the customer.

4. The product arrives at our store and awaits processing by our team, which may take 5 to 10 business days. After passing quality control, the refund will be issued using the same payment method. The shipping costs paid for the original delivery (through our contracted courier service) are non-refundable.

5. If anything unexpected happens or something differs from the process described here, don’t worry — we are a family-run store and are always here to help and resolve any issues. Just contact us by phone (+351 912 856 415) or email (sac@madababystore.com), and we’ll be happy to assist you.