How and where do we handle online shipments?
Our shipping department is located at our Setúbal store, where we have a dedicated team that handles this entire process with care and attention.
During store hours, the team carefully packs all online orders.
There is a person responsible for locating and separating the products (who also immediately detects any potential stock shortages), and other team members handle the creation of the shipping label and proper packaging.
All boxes are opened to check the condition of the products.
However, as this is a highly repetitive process and we are only human, mistakes can occasionally happen. If that ever occurs, just contact our customer support team — we’ll resolve it right away.
Carrier operators make daily collections from this store, usually around 3:00 PM, which is the average cut-off time for same-day dispatch.
The team continues preparing orders, and any packages not shipped that day are ready to go the next.
At the moment, we have stock in the Setúbal store, the Lisbon store, and also in a secondary warehouse.
The speed of order preparation may vary depending on where the product you selected is located:
When the product is in the Setúbal store, packing is faster since it’s handled on-site.
When it’s in the Lisbon store or the secondary warehouse and needs to be shipped to an address or pick-up point, our team must wait for the product transfer to Setúbal, so dispatch may take a few extra business days (we try to keep this between 3 to 5 business days, though logistics can have many variables).
On our website, you can always check where your products are located.
Simply go to the item you’re interested in, select the desired size, and click on “store availability”.
If it’s available in Setúbal, that location will be prioritized.
If it’s only in Lisbon or the warehouse, it means shipping may take a few more days.
Whenever you have an urgent request, please contact our customer service team — we’ll gladly do our best to speed up the process so you receive your order in time.
When is an online order shipped?
Products are only shipped after payment has been confirmed.
The tracking code is created when your order is being packed and is sent to you by email so you can follow its progress.
This code becomes active after the carrier collects the parcel at the end of the day, so it’s normal if it appears inactive at first — it will update once the shipment reaches the carrier’s warehouse.
With your tracking code, you can follow each stage of the delivery process:
At warehouse: The order has been collected from our store by the carrier.
In transit: The parcel is on its way.
Out for delivery: The carrier will attempt delivery that day. Please stay alert, especially for home deliveries, which may occur between 9:00 AM and 7:00 PM.
Our automated system and the carriers always follow the delivery method selected by the customer at checkout.
If you chose home delivery, that’s the option they will follow.
However, please note that carriers usually make only one delivery attempt, without any obligation to call beforehand.
If no one is available to receive the order, it will be redirected to the nearest pick-up point for collection.
The total process — including packing, dispatch, and delivery — usually takes 3 to 7 business days for mainland Portugal and mainland Spain.
During busy periods, such as holidays or promotional campaigns, delivery times may be slightly longer than usual.
Still, if you ever have an urgent request or notice something unusual, just contact us by email or phone — we’ll be happy to help and speed things up wherever possible.
We are a family-run business, and while unexpected issues can happen, we’re always here to assist you!
For the Azores, Madeira, or other European countries, delivery times may be longer.
Please note that these regions often involve additional logistics steps — such as air freight, customs, or multiple handling centers — which can occasionally cause delays.
Carriers, shipping methods, delivery times and costs
The total process — from packing to dispatch and delivery — usually takes 3 to 7 business days on average for mainland Portugal and mainland Spain.
For the Azores, Madeira, or other European countries, delivery times may be longer (typically 10 to 30 business days).
Mada Baby Store has daily parcel collections from our Setúbal store, where our packing area is located.
Carrier operators usually collect parcels around 3:00 PM.
After that collection, the packages are sent to the carrier’s warehouse, and the following 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. | ||||
Uncollected online orders returned to the store by the carrier
If the customer is unavailable to receive the order multiple times or does not collect it within the period it remains at the selected pick-up point and it is returned by the carrier to our store without any instructions, we will immediately cancel the order and refund the value of the products using the original payment method.
How and when do we prepare online pick-ups?
Preparation of online pick-up orders may be carried out by the teams at the physical stores (Lisbon and Setúbal) when the stock is physically there, or by the packing team in Setúbal when the stock is in the secondary warehouse.
Depending on stock availability at the pick-up location, preparing online pick-ups may take between 2 hours and 7 business days. We always try to be as quick as possible.
At the moment, the entire stock of both stores is online, so the system selects and prioritises the location closest to the pick-up point.
Example: if you want to pick up in Lisbon and there are units available in that store, the system will deduct stock from Lisbon. If not, it will select stock from the Setúbal store or the secondary warehouse, which involves a stock transfer and therefore a few additional business days for it to arrive at the pick-up location.
In short, where the stock is located determines the preparation time. If the product is available at the store where it will be collected, it may even be possible to pick it up the same day (depending on store opening hours; if the store is closed, this does not apply). However, if an item is in another location, a transfer must occur first.
How soon can I collect my in-store pick-up?
Depending on stock availability at the pick-up location, preparing online pick-ups may take between 2 hours and 7 business days.
If the product you want is at the pick-up store, you can usually collect it the same day or the next day (subject to store opening hours and team working periods).
If the product is in another store or in the secondary warehouse, there must first be a separation and stock transfer to the pick-up location, which means the collection won’t be immediate and may take a few more business days. In these cases, collection is typically possible within 3 to 7 business days.
Please keep in mind that logistics can involve unforeseen events and delays, but if you have any urgency, contact our customer support as soon as you place the order and we will gladly help and expedite.
You can also check the product location on the website. Just go to the product, select the size you need, and click “store availability”. The site will indicate if there are units physically at your preferred store and help you choose the best shipping method.
Can I collect as soon as I place an order?
No. You should only go to the store to collect your order after receiving the email confirming it is ready for pick-up.
As explained above, products may not be in stock at the pick-up location and may need to be transferred, which can take a few business days. Since we have two physical stores and a secondary warehouse, preparation time varies depending on the product’s location (see timings above).
Additionally, store opening hours apply. For example, if you place an order over the weekend, you won’t be able to collect in Lisbon on Saturday or Sunday because that store is closed on those days. Collection after store closing time is also not possible.
Even so, if you have any urgency, just contact our customer support by phone (+351 912 856 415) or email sac@madababystore.com and we will do our best to help and speed things up.