Frequently Asked Questions

Need Help? Here you will find everything you need to know.

Footwear Help
Our Stores
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Exchanges & Returns

How to choose the right size and fit?
Shoe sizing can vary a lot between brands — for example, a size 20 in one brand might equal a 21 in another.
That’s why, with barefoot shoes, it is essential to measure your child’s feet and check the brand’s size guide.
How to measure?
1. Place both feet on a sheet of paper.
2. Mark the longest toe and the center of the heel.
3. The child should be standing, so the feet expand as they do when walking.
4. Measure the distance between the two points.
Ideal allowance:
- 0.8 to 1.2 cm → perfect fit at purchase.
- ≥ 0.5 cm → still usable and comfortable.
- < 0.5 cm → the shoe is too small.
- > 1.2 cm → the shoe is too big.
On each product page you’ll find a detailed size guide and a size calculator that does the work for you.
How long does each shoe last?
During the Up & Go phase (early walking), each size usually lasts about 2 months.
In the Run & Play phase (established walking), it can last between 3 to 6 months.
These are only reference values, as it varies from child to child. The best approach is to measure the feet regularly to ensure the size is still correct.
Quick insole test:
1. Remove the insole from the shoe.
2. Place the child standing on the insole, heel aligned at the back.
3. Check the space from the big toe to the end of the insole:
  - Less than 0.5 cm → shoes are too small, time to size up.
  - Between 0.8 and 1.2 cm → perfect fit.
  - More than 1.2 cm → shoes are too big.
I want to gift barefoot shoes — how can I get the size right?
I’d like to gift barefoot shoes – how can I get the size right?
If you want to gift a specific model, it’s best to know the child’s foot measurements, so you can check the size chart or use our size calculator.
This way, we ensure the toes stay free and comfortable.
If in doubt, our customer service team is always happy to help.
Another great option is a gift card. This allows parents to measure the child’s feet, choose their favorite model, and even visit one of our physical stores. It’s a thoughtful choice, especially for first shoes, without worrying about the exact size, walking stage, or foot type.
How can I know which walking stage my child is in?
When should children start wearing their first shoes and what should they be like?
Ideally, children should wear shoes only once they start walking independently—and only when it’s necessary to protect or keep feet warm (e.g., outdoors). Whenever safe, prioritise barefoot time, non-slip socks, or baby booties (Zás Trás for Babies) so they enjoy greater freedom of movement and sensory feedback.
There will come a moment when footwear is needed to protect little feet. At that stage, choose a barefoot model that respects the foot and keeps the child “almost as comfortable as if barefoot.”
How to spot the right models?
- Wide toe box so toes stay free with room to grow.
- Thin, flat, flexible sole that allows all natural movements.
Our main recommendations: Attipas, Bunny Barefoot, Tip Toey Joey, and Zapato Feroz.
My child’s shoes are wearing out — is this normal?
Yes, it can always happen. During the different walking stages, there are several reasons why shoes may wear out.
It’s more common in the First Steps (Sit & Crawl) stage, when models are very minimal and don’t have toe protection. If the child is still crawling or if the toe drags on the floor, especially on rough surfaces, the material may wear or lose color. This is not serious and doesn’t affect comfort — it’s mostly aesthetic. Keep in mind that these models are only used for a short time (1–3 months before needing the next size), so the priority is always comfort and mobility.
During the Up & Go (Early Walking) stage — the first year after they start walking — minimal shoes usually hold up well and remain the most comfortable. However, after 6–12 months of walking, children often become more active with more intense play. If a pair wears out in just 1–2 weeks, it may mean that the model no longer has enough structure for their stage. In that case, it’s best to move on to models with toe protection, more structure, and stronger resistance.
In the Run & Play (Full Walking) stage — after one year of independent walking — children are much more active. Play gets rougher, physical activity increases, and shoes can wear out more quickly. In this phase, it’s expected that shoes should last around 3–6 months, so choosing brands with more durability, structure, and rubber protection all around is important.
When choosing barefoot shoes, it’s important to remember that their main mission is comfort and freedom of movement. They are designed to bend, to be flexible, made with materials that respect the skin and the planet. They are made to allow play. The wear and tear simply tells the story of your child being active and developing motor skills.
What’s the point of “perfect-looking” shoes? Often, wear just means the shoes have been well used and have fulfilled their purpose. Shoes that look “like new” usually belong to those made with synthetic, stiff materials, thick and elevated soles that don’t let feet move naturally or connect with the ground.

Can I check if a specific product is available in the physical store?
Yes, simply go to the product page, select the quantity you need, and then click “in-store availability.”
The system will show whether there are physical units available in the Lisbon or Setúbal store, which can be useful to decide whether it’s worth visiting in person or even to place a quick pickup order.
Please note that stock levels change constantly due to in-store and online sales. If you don’t reserve the item for pickup, it’s possible that a sale may occur and availability may change after you check it.
When I request a pickup, can I go straight to the store?
No, you should only go to the store to collect your order after receiving the email confirming that your order is ready for pickup.
Products may not have stock available at the pickup location and may require a transfer, meaning they could take a few business days to become available. Since we have two physical stores and one secondary warehouse, the preparation time may vary depending on the product’s location.
Depending on the availability of stock at the pickup location, the preparation of online pickups may take between 2 hours and 7 business days.
In addition, please note the opening hours of our physical stores. For example, if you place an order over the weekend, you won’t be able to collect it in Lisbon on Saturday or Sunday, as that store is closed on those days. It’s also not possible to collect after the store’s closing time.If you have any doubts, please check the opening hours of our physical stores.
However, if you need your order urgently, you can contact our customer support team by phone (+351 912 856 415) or email (sac@madababystore.com), and we’ll do our best to assist and speed up the process.
Still have questions?
Mada Baby Store is a small, family-run business where customer satisfaction is always our main priority. We’re available to help with any questions you may have.
Our customer support team is available Monday to Friday, from 10:00–13:00 and 14:00–18:00. You can reach us through the following channels:
Email:sac@madababystore.com
Phone/WhatsApp: +351 912 856 415
Where are we?
Our Setúbal store is located at Avenida Nuno Álvares, Loja 50 A, 2910-622 Setúbal. Open from Tuesday to Saturday, 10:00–13:00 and 14:00–18:00. This is where we have the widest product availability.
Our Lisbon store is located at Avenida Maria Helena Vieira da Silva, Loja 37 C, 1750-310 Lisbon. Open from Monday to Friday, 10:30–13:00 and 14:30–19:00. It’s a smaller shop, where we keep the essentials from the main brands.
How does customer service work?
At Mada Baby Store we prioritize personalized service: we are available to accompany each customer from the moment they arrive until they leave, helping to measure feet, try on different models, and find the best fit for each foot type. This is what most of our customers look for, and we are always ready to provide it.
Service is provided on a first-come, first-served basis. Usually the stores are calm, and everything runs smoothly, but during busy periods or holidays (e.g. back to school, Children’s Day, Christmas…), demand can be higher. In such cases, we take down customers’ names in order of arrival and call them when it’s their turn.
If you only need to pick up an online order, without assistance or fitting, you may simply wait at the counter. If you do need to try on shoes, please give us your name so we can include you in the queue.
For us, nothing is more important than customer satisfaction and quality service. We are always here to help with whatever you need.
Do you help measure children’s feet in-store?
Yes, this is part of our philosophy and something we consider very important. We always try to do it, but always respecting each child’s comfort.
If the child doesn’t feel comfortable, we are never invasive. In that case, we look for alternatives with the parents or find ways to make the child feel more at ease. Everything is done calmly and gently, because the most important thing is that children feel well and comfortable.
Can the staff advise me?
Yes, our entire team receives training to understand the store’s philosophy and the concept of barefoot footwear. We are always in close communication to stay aligned and provide the best support.
When we have new staff members, there may be a learning period, but we are always honest about it and encourage them to clarify any doubts with more experienced colleagues.
Can I reserve products?
Yes. You can secure your preferred model by purchasing it through our website and selecting the free in-store pickup option.
If the product is available at the selected store, you can collect it on the same day, within opening hours. You just need to wait for the notification confirming it is ready.

Where can I check my gift vouchers?
Log in to your customer area and select the section labeled “discounts.” In this area, you’ll find your gift voucher, along with the usage code and available balance.
If you have a return voucher issued in-store after a return, it may not appear in your customer area, so you should keep the receipt provided at the time. This document includes the code for online or in-store use.
If you have any questions, please contact our customer support team.
Still have questions?
Mada Baby Store is a small, family-run business where customer satisfaction is always our main priority. We’re available to help with any questions you may have.
Our customer support team is available Monday to Friday, from 10:00–13:00 and 14:00–18:00. You can reach us through the following channels:
Email:sac@madababystore.com
Phone/WhatsApp: +351 912 856 415
How do I register?
Just click on “sign in/register”, enter your email and fill in your details.
How do I log in?
Click on “sign in/register” and enter your email and password.
How do I recover my password?
On the login page, click “Forgot your password?”. You will then receive an email to create a new password.
Sometimes, the email may take a little while to arrive, so please wait a few moments. If you don’t see it in your main inbox, check other folders, such as promotions or spam.
Once you receive the email, simply click the link and choose a new password. After that, you can log in and access your customer area.
If you still don’t receive it, please contact our customer support team.
Where can I download my invoice?
In your customer account, go to “orders”, open the one you need, and click on “download invoice”.

What is the delivery time for an online pickup?
Depending on the availability of stock at the pickup location, the preparation of online pickups may take between 2 hours and 7 business days. You should only go to the store after receiving the email confirming that your order is ready for collection.
If the product you ordered is available at the selected store, you will likely be able to collect it on the same day or the following day (depending on the store’s opening hours and the team’s working schedule).
If the product is located in another store or in the secondary warehouse, a stock separation and transfer must take place before it reaches the pickup point. This means that collection won’t be immediate and may take a few extra business days. In these cases, you can usually collect your order within 3 to 7 business days.
You can check the product’s availability on our website by going to the product page, selecting the desired quantity, and then clicking “in-store availability.” The website will show whether there are units physically available in the selected store, helping you choose the best delivery method.
Please note that logistical processes may involve delays or unforeseen issues, but if you need your order urgently, please contact our customer support as soon as you place your order, and we’ll be happy to help and expedite the process.
Still have questions?
Mada Baby Store is a small, family-run business where customer satisfaction is always our main priority. We’re available to help with any questions you may have.
Our customer support team is available Monday to Friday, from 10:00–13:00 and 14:00–18:00. You can reach us through the following channels:
Email:sac@madababystore.com
Phone/WhatsApp: +351 912 856 415
How to place an order?
Add the desired item and size to the shopping cart, select the delivery method, and fill in all required details.
Then, choose your payment method, accept the “terms and conditions”, and click “secure checkout”.
Once the order is completed, you will receive a confirmation email.

What is the delivery time for an online order?

The entire process, including packing, dispatch, and delivery, may take between 3 to 7 business days on average for mainland Portugal and mainland Spain. For the Azores, Madeira, or other European countries, the delivery times may be longer (between 10 to 30 business days).

Mada Baby Store has daily parcel collections from the Setúbal store, where the packing area is located. The carriers usually pick up orders around 3:00 PM. After this collection, the orders are sent to the warehouse, and these are the estimated delivery times:

Transportadora	Local	Tipo de envio	Tempo de entrega	Custo
DPD	Portugal Continental	Para a morada	1 a 2 dias úteis após a expedição, em média*	4,99 €
DPD	Portugal Continental	Para um ponto pick-up	1 dia útil após a expedição, em média*	3,99 €
DPD (em breve)	Madeira e Açores	Para a morada, por via áerea	3 a 7 dias úteis após a expedição, em média*	Desde 15,99€ (variável consoante a ilha)
CTT Expresso	Madeira e Açores	Para a morada, por via marítima	Entre 7 a 30 dias úteis após a expedição. Serviço com elevado congestionamento.	4,99 €
DPD	Espanha	Para a morada	3 a 7 dias úteis após a expedição, em média*	5,99 €
DPD	Outros países europeus	Para a morada	5 a 15 dias úteis após a expedição, em média*	15,99 €
*Tempos de envio após a expedição, ou seja, após a recolha da transportadora na loja, que têm como base a “média”. No entanto, em serviços logísticos podem sempre fatores que causam atrasos ou congestionamentos. Alguma dúvida, contacte o nosso apoio ao cliente.

Which payment methods are available?
On our website, you can pay via Mbway, Credit/Debit Card, or Paypal.
Can I pick up my order in a physical store?
Yes, when placing your order on the website, you can select the free in-store pickup option. At the moment, we have physical stores in Lisbon and Setúbal.
When your order is ready, you will receive a confirmation email, which you should show to our staff member.
Depending on the availability of stock at the pickup location, preparation for online pickups may take between 2 hours and 7 business days.
You can check stock availability on our website by selecting the desired product, the quantity, and then clicking “in-store availability".
How can I track my order?
You can track your order using the tracking code we send by email once your order has been packed. Simply go to the carrier’s website and enter the code we provide.
Tracking status explanations:
- - “No results found”: Means the order has not yet been picked up by the carrier, so the tracking code hasn’t been activated. This is normal within the first 24–48 hours after we send it, as the order may still be awaiting pickup.
  - “At warehouse”: The order has been collected and arrived at the carrier’s warehouse.
  - “In transit”: The order is on its way.
  - “Out for delivery”: The courier will attempt delivery that day. Please stay alert, especially for home deliveries, as they may occur between 09:00 and 19:00.
  - “Operational issue”: An unexpected issue occurred that prevented delivery. In most cases, it’s just a delay, and the courier will attempt delivery again the next day. If it happens more than once, contact us so we can help resolve it.
  - “Incorrect address”: The courier can’t locate the address or there’s an error. Please contact our customer support so we can assist you.
Our automated system and delivery partners follow the shipping method selected by the customer during checkout. If home delivery was selected, that’s the option they’ll follow. However, this includes only one delivery attempt, with no obligation to call beforehand. If you’re unavailable, the order will be redirected to the nearest pickup point for collection.
Can I change or cancel my order?
Yes, it is possible to cancel your order as long as it has not yet been shipped. Simply send an email to sac@madababystore.com requesting the cancellation. As soon as possible, we’ll reply and resolve the request. Since we receive many emails daily, it’s normal that the response may not be immediate, but we will assist you. Customer support is available Monday to Friday, from 10:00–13:00 and 14:00–18:00.
If the order has already been collected by the carrier, we can’t stop the delivery, but you can return the items afterward, and we’ll refund the value of the products using the same payment method.
If you wish to modify your order, please contact our customer support team, and we’ll assist you with the process. Due to automatic invoicing, the system does not allow editing of submitted orders, but we can cancel the order with an immediate refund (which may be issued as a gift card, available right after cancellation) so you can place a new order with the correct products or details.
We’re always available to help you throughout the process on business days, whether by call or WhatsApp message (+351 912 856 415).
I received an incorrect or defective item, what should I do?
Please notify us within 24 hours of receiving your order by emailing sac@madababystore.com.
In your email, describe the issue and attach supporting photos.
We will be happy to assist and resolve the issue as quickly as possible.
Since this was our mistake, the return collection and the new shipment will be at our expense.
How can I check the status of my order?
In your customer area, go to the “orders” section to view your order history. All order status updates are also sent by email.
If the tracking code has already been created, it means your order is currently being packed, and you can track it through the associated carrier’s website.
Tracking status explanations:
- “No results found”: This means the order hasn’t yet been collected by the carrier, so the tracking code hasn’t been activated. This is normal within the first 24–48 hours after we provide the code, as the parcel may still be awaiting pickup.
- “At warehouse”: The order has been collected and arrived at the carrier’s warehouse.
- “In transit”: The order is on its way.
- “Out for delivery”: The courier will attempt delivery that day. Please stay alert, especially if it’s a home delivery, as it can occur between 09:00 and 19:00.
- “Operational issue”: An unexpected issue prevented the delivery from taking place. In most cases, this simply means a delay, and the courier will try again the next day. If it happens more than once, contact us so we can help resolve it.
- “Incorrect address”: The courier cannot locate the address or there is an error in the details. Please contact our customer support so we can assist you in resolving it.

What is the return or exchange period?
We accept exchanges or returns within 30 days of purchase, provided that the products are new, unused, and in their original packaging. You can make the return either in-store or by mail, and you must include the original purchase invoice.
It is essential that the original box is in perfect condition, with the correct product image and barcode. We do not accept returns of products whose original box is damaged, or has shipping labels or handwritten notes.
You can read the detailed procedure in our Exchanges and Returns Policy.
How can I exchange my order?
We accept exchanges within 30 days of purchase for new, unused products in their original packaging, either in-store or by mail (in the latter case, only for orders shipped to mainland Portugal or mainland Spain).
You can exchange items in-store for products of equal or greater value. This is always the fastest and most convenient method, with no additional cost. Simply bring the item along with the original purchase invoice. Please note that immediate exchanges depend on stock availability at the location.
You can also make an online exchange by mail, as long as it’s for the same product, changing only the size or color. The shipping of the replacement item will be free of charge. Simply log in to your customer area and start the exchange process, making the reservation immediately. Then, return the unsuitable item by mail to our exchanges and returns department, located at our Setúbal store. The return shipping cost is the customer’s responsibility. Once we receive and process the return, we’ll send the new item.
If you need a product with a different reference, you must make a return, and Mada Baby Store will issue a refund using the same payment method. To choose a new model, you can place a new order on our website whenever it’s most convenient for you.
In the frequently asked questions section, the procedure is summarized, so we recommend reading all details in the Exchanges and Returns Policy.
How can I return my order?
We accept returns within 30 days of purchase for new, unused products in their original packaging, either in-store or by mail.
For in-store returns, you must bring the product along with the original purchase invoice and you will receive a delivery receipt, which will be forwarded to our exchanges and returns department in Setúbal. Once the return is processed (within 3 to 10 business days after receipt), the refund will be issued using the same payment method. If you prefer, the process can be faster — you may receive a store credit immediately upon return to use again in our store.
For returns by mail, the package must be sent by the customer to our exchanges and returns department in Setúbal, together with the original purchase invoice. The process must be initiated through your customer area, indicating that you wish to make a return. The product and its original box must be properly protected and packaged to ensure safe transport. The original box cannot be damaged, nor have tape or any written markings. The return shipping cost is the customer’s responsibility. Once received, it will be processed by our quality department, and the refund will be made using the same payment method. It may take between 3 and 10 business days after receipt.
In the frequently asked questions section, the procedure is summarized, so we recommend checking all details in the Exchanges and Returns Policy.
I placed an order on the old Mada website, what should I do?
Our previous website, hosted on the Shopify platform and connected to the Moloni invoicing system, was online until August 31, 2025. Therefore, all orders placed up to that date were made on that platform and follow a different exchanges and returns policy than the current one. There may still be some manually created orders dated after that period. If you have any questions, please contact us and we’ll be happy to help.
For these orders, we will only accept product returns, and the refund will be issued via the same payment method. The products must be new, unused, and in their original packaging, undamaged and free of any writing or labels.
We only accept returns of items that are within 30 days from the purchase date.
Returns can be made as follows:
- In-store: Our staff will receive the product, send a confirmation email, and forward it to our exchanges and returns department. Once processed by quality control, you will receive your refund via the same payment method. This process may take between 3 to 10 business days after receipt.
- By mail: The item must be sent to our exchanges and returns department, located at Setúbal store: Avenida Nuno Álvares, loja 50 A, 2910-622 Setúbal. The product and its original box must be well-protected, ensuring safe transport, with no visible content and no risk of opening. We do not accept returns of items whose original box is damaged, as this prevents resale. Once we receive and process your return, the refund will be issued via the same payment method. This process may take between 3 to 10 business days after receipt.
If you wish to make an exchange, you will need to place a new order on the new website, either immediately or after the refund of your original order.
How long does it take to process a refund?
Mada Baby Store receives many returns by mail every day, which are processed by a dedicated team member.
Once the return arrives at the store, the process may take 5 to 10 business days.
The item will go through quality control and, if approved, a refund will be issued using the original payment method (card, MB Way, or PayPal).
The time for the amount to appear depends on the method:
- MB Way and PayPal: amount available immediately after the refund is issued;
- Card: the amount may take a few days to appear in the bank account.
Can I get a store credit instead of a refund?
Yes, when returning your order, whether in-store or online, you can request to receive the purchase amount as a store credit voucher, which can be used both in-store and online.