Refund policy

We hope you love your purchase as much as we do however, if you would like to return your item then we are more than happy to assist. To start your refund, please email us at customer-service@portaldeliveries.co.uk & hello@mamacitacollective.com within 14 days of receiving your item(s), quoting your order number, and requesting a refund. We will then provide you the full details and instructions on our simple return process. Please ensure you include your order number and name in your box when shipping it back to us.

We promise to refund any unused item you are not completely happy with when you return it to us in the same condition you received them. We don’t offer any refunds on sale items unless they are faulty. Please send a photo of your faulty item to customer-service@portaldeliveries.co.uk.
 
We do not offer exchanges, please return your order for a refund and repurchase. If you have any questions, please email us on customer-service@portaldeliveries.co.uk.
 
If returning a gift box, then all items in the gift box must be returned (if not faulty) and must all be in their original packaging. 
 
If returning any other products, please ensure that they arrive back to us in their original unworn condition, with no marks, scent or damage. Please return with the outer packaging, the fabric bag (where applicable) and with all tags still attached to the product. Please ensure all hygiene stickers on underwear remain intact to receive a refund.
 
We recommend using a tracked service when making a return. We will then process your refund back through our website within 10 working days of us receiving it. Mamacita Collective cannot be responsible for any lost returns that are sent by the customer. 

We are unable to offer you a refund on the following items:

• Any product that is personalised in any way, e.g. embroidery or any other custom designs that you have chosen.
• Face masks or beauty products due to hygiene reasons.
• Perishable goods such as confectionery or alcohol.
• All custom orders are final and non-returnable. This does not affect your statutory rights.

If a gifted item is returned for a refund, the refund will be made to the original payment method, and a confirmation email will be sent to the person who made the original purchase.