Refund policy
We want your Mamacita piece to feel right. If you need to arrange a return, our team is here to help with the next steps.
Arrange a return
Email customer-service@portaldeliveries.co.uk within 14 days of receiving your order, including your name and order number. We will provide the return instructions and address. You then have a further 14 days to send the goods back.
Returning your pieces
Please pack items carefully and include your name and order number. Return them in their original condition, with tags and packaging where possible. You may inspect and try on an item as you would in a shop; we may reduce a refund for loss of value caused by handling beyond what is needed to check it.
For a change-of-mind return of a gift box, please return the complete box and its contents together. Contact us separately if one item is faulty or incorrect.
Personalised & other excluded items
Personalised and custom-made pieces cannot be returned or exchanged for a change of mind. This includes embroidery and other details made to your specifications.
Change-of-mind returns also exclude perishable goods and sealed products that are unsuitable for return for health or hygiene reasons once their seal has been broken. These exclusions do not affect your rights where goods are faulty or not as described.
Faulty, damaged or incorrect orders
Please email our returns team with your order number and details of the problem. Photographs are helpful where possible. We will explain the appropriate remedy and return arrangements, including return costs where the issue is our responsibility.
Your statutory rights apply to full-price and sale items alike.
Return postage
For international change-of-mind returns, return postage is paid by the customer. For UK returns, our team will confirm the available arrangements when you get in touch. We recommend a tracked service and keeping proof of postage.
Your refund
Refunds are made to the original payment method. We aim to process international returns within 5–7 business days. For UK statutory cancellations, we refund within 14 days of receiving the goods or evidence they have been sent back, whichever is earlier. Where applicable, we also refund the standard outbound delivery charge; express upgrades are not refundable.
For a gifted order, the refund goes to the original purchaser and their confirmation email. Please allow additional time for your payment provider to display the refund.
A different size or piece?
Contact our returns team and we will advise on availability and whether an exchange or a return and new order is the best next step.