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Refund Policy

What is your return policy?

Due to the nature of our botanists, for reasons of hygiene, exchanges and returns are not accepted. However, if  have a problem with your order as soon as it arrives (broken, wrong item received, etc.), please contact us within 48 hours of receiving your order at, and with a photo of the product along with the order number. of the order and the full name  and return reason so we can see what the most viable solution is to fix the problem.

MAMITAY in this case will cover the shipping costs for any replacement that needs to take place, within the parameters  referred to above.

What should I do if I don't receive what I asked for?  

We apologize for the lapse. Please contact us at or on +351 91 655 87 68. Indicate in which name/email you placed the order and the corresponding number in the subject of the email. We will help you as soon as possible!

I sent an email and still haven't received a response. Because?

MAMITAY is headquartered in Portugal and our hours are from Monday to Friday, from 9:00 to 18:00 GMT. We aim to respond to all inquiries within 48 hours of receipt, so please wait. We will contact you as soon as possible.

I received damaged products, what should I do?

If there is a problem with an item, please notify our customer service team as soon as possible by sending an email to or via phone/Whatsapp to +351 91 655 8768. We will resolve it as soon as possible - just We ask that you include as much detail as possible, including photos.

How can I return or exchange an item?

If you are dissatisfied with a product, please send an email to with "RETURN" in the subject line. In the email, include a photo of the product you want to return and why. If this return is possible and accepted by our returns department, you are hereby notified that, when sending the return, it is at your own cost.  

My return was incorrectly refunded. How should I proceed?

We're sorry if we made any mistakes when processing your return. If you were expecting a refund and were not refunded the full amount, it may be because we do not refund delivery, shipping and handling costs. Please contact us via email ( or telephone (+351 91 6558768) and explain the situation.

Can I update my order after it has been submitted?

Unfortunately, we cannot make changes once your order has been placed, but please feel free to email us at so we can do our best to accommodate you!

How long does it take to process a return?

Once received by us, your return request is usually processed within 2-5 business days.

Cancellations and Returns Events:


In case of withdrawal of the participant 8 days before  of the workshop, without proven justification of cause majeure, (medical certificate) the amount is not refunded.  

If you are unable to attend the workshop or  who cancels, with a period longer than 9 days from the date of the workshop, the amount is refunded minus 20% referring to material expenses and contribution to the Winaypaq School.  

If the Workshop is canceled due to the COVID-19 pandemic situation. The participant has two options:

1) receive a full refund or

2) keep a voucher for the next workshop

If the participant has to cancel due to COVID-19, in order to receive a full refund,
to justify with a PCR test  72 hours before the start of the workshop. We only ask for a 5% contribution to the Winaypaq School .  

If you choose to leave the workshop at any time after arriving at the site, the amount will not be refunded.

1:1 Online Sessions

In case of withdrawal  of the participant 48 hours before the session without prior notice the amount is not refunded , under notice from the client to the facilitator within 48 hours prior to the session, the same can be rescheduled  to another date as  availability   of the facilitator.

In case of no-show on the day of the session, the amount will not be refunded.

In case of withdrawal  of participant 24  hours before the session  the amount is not refunded , under the client's illness  in the  24 hours prior to the session, it can be  rescheduled  to another date as  availability   of the facilitator.

In case of cancellation by the Facilitator, the session will be fully refunded to the client or rescheduled for an agreed date.





Where do you ship your products?

We ship worldwide.  Once the order is shipped, you will receive a shipping confirmation email with tracking information. We are not responsible for lost or stolen packages. For questions related to your order, send us an email to or contact us via phone or Whatsapp at +351 91 655 87 68. We are available from Monday to Friday, from 9 am to 6 pm UGT / GMT Lisbon .

Shipping charges?

Shipping costs are calculated automatically at the time of purchase, considering the location and country of shipment.

How are shipping costs calculated?

Shipping costs will be calculated according to weight and destination at check-out.
We ship all our orders through the local post office, CTT.

How long should I wait for my order?

Most orders are processed within 1-8 business days. Orders placed after 14:00 GMT and on the weekend will be processed within 1-8 business days from the following Monday. We do not ship on weekends or holidays. From there, it depends on the shipping option you choose!

  • Correios Portugal - 3 to 8 business days

  • Europe Post - 8 to 15 business days 

  • World Post - 1 to 6 weeks

Please note that this information is provided by the post office. There may be delays and therefore these figures may not correspond to reality. At the moment, due to the situation we are in due to Covid-19, CTT deliveries are experiencing delays.

How do I know when my order has shipped?

You will receive an email with all the information and the tracking number, if you have chosen this method. Make sure you have entered the correct email and that it has not gone to the spam box.

Do you ship same day orders?

Not at the moment.

How do I know that the order will be delivered to me personally?

We recommend that you consider the following information:


  • All orders by Registered CTT require a signature upon delivery;

  • We are unable to redirect orders after items have shipped, so please make sure there is someone who can sign for your order at the specified shipping address.

  • The carrier does not deliver the PO Box or General Delivery;

  • If the carrier cannot find anyone at the given address, it will attempt to contact you, leaving a notice with instructions.

  • It is the customer's responsibility to pay attention to the email to obtain information from CTT or the carrier, if no one is there to receive the order. The carrier does not contact the customer to advise of the specific time of the new delivery. Choose an address where there is always someone who can sign and keep the order - we recommend an office or a place where a doorman is who can help.

  • It is also the customer's responsibility to contact the carrier  through the data sent by it, and if it is not possible after several attempts to contact you, MAMITAY can help.  

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