Exchanges and Returns

All orders placed until August 31, 2025 were made on the old Mada Baby Store website. There is no issue, but the returns and exchanges process may work differently.

Since the billing and management system is not the same, all processes will be closed by the end of September (final deadline for returns of orders placed until August 31).

In this case, we will only accept returns and provide a refund of the product value.
If you need an exchange, you will have to place a new order on the new website, with the updated system.

We accept returns within 30 days of purchase, for products that are new, unused, and with the original box.

The return can be made:

• In-store (free of charge)

• By mail to the Setúbal store:
  Avenida Nuno Álvares, loja 50 A, 2910-622 Setúbal – Mada Baby Store

The package must include your name and order number.
The product and original box must be properly protected in a shipping envelope or box.

In the physical store, our staff will receive the return and provide a receipt.

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 of purchase for new items, unused, and in the original box, in-store or by mail.

• In-store:direct exchange for items of equal or higher value. Bring the item with the original invoice. Exchanges are subject to in-store stock, which you can check on the website.

• Online (account area): you can reserve the new size/colour of the same model and get a free reshipment once we receive and approve the return.

• If you prefer a different model, please return and place a new order.

• Return shipping is the customer’s responsibility (mail/courier of your choice).

Steps to request an exchange in your Account:

1. Go to “My Account”, sign in, and open “Orders.”

2. Find the item you wish to return.

3. Click “Return/Exchange” to start the process.

4. Select “Change colour/size” and choose the option you want.

5. Choose the return method and then the shipping method for the replacement.

6. Track progress under “Returns.”

7. After arrival at our store and quality control, the new shipment will be sent free of charge (5–10 business days).

8. Find the new tracking under “Orders.”

Received a damaged/defective item — what to do?
Email us within 24 hours of delivery at sac@madababystore.com, describing the issue and attaching photos.
We’ll resolve it as quickly as possible. After 24h, we cannot replace or accept a return for damage/defect reported late.

We accept returns within 30 days of purchase for new products, without signs of use, and with the original box, either in-store or by post.

• In-store: bring the product with the original invoice. You will receive a receipt and the refund will be issued using the same payment method. If you prefer, you can receive a store credit (no expiry date) immediately.

• By post/courier: send to the Setúbal store: Avenida Nuno Álvares, loja 50A, 2910-622 Setúbal - Mada Baby Store. The product and original box must be properly protected and packed. Returns only in the product box, with shipping labels, handwritten addresses, or tape, will not be accepted.

• Processing may take 5–10 business days after arrival and is subject to quality control.

• Shipping costs are the customer’s responsibility and are non-refundable.

Products are only shipped after payment confirmation. Once your order has been processed and dispatched, you will receive an email with the tracking code (active after collection by the carrier).

Carriers follow the delivery method selected during checkout. For home delivery, there is only one attempt. If you are unavailable, the package will be redirected to the nearest pick-up point.

The average delivery time for Mainland Portugal is 3 to 5 business days (packing + dispatch + delivery). Service operated by DPD:

• Home delivery: 1–2 business days after dispatch | €4.99

• Pick-up point delivery: next business day after dispatch | €3.99

• Orders over €90: free shipping

During peak seasons or holidays, delivery times may take longer. If it exceeds 5 business days, please contact us.

For the Azores and Madeira, service is operated by CTT Expresso, with an average of 5 to 15 business days | €4.99.
Due to air transport congestion, shipments may be sent by sea freight, which may cause delays.