Here are the questions we are asked most often. If you cannot find the answer, email geral@ninhodotejo.pt or talk to us on WhatsApp (+351 911 126 813).
About Orders
How do I place an order?
Browse our shop, select the items you wish and add them to the basket. At checkout, you will be asked for your delivery details and payment method. After confirmation, you will receive an email with your order summary.
Can I change or cancel an order I have already placed?
It is possible to change or cancel an order as long as it has not been dispatched. To do so, contact us as soon as possible at geral@ninhodotejo.pt quoting your order number.
Will I receive order confirmation?
Yes. You will receive an automatic email with your order summary as soon as it is placed, and a second email with the shipment tracking number as soon as the order is dispatched.
About Shipping
How much does shipping cost?
Costs vary according to the delivery zone:
– Mainland Portugal: Free shipping on all orders.
– Madeira and the Azores: €13.00.
– Spain (Mainland): €5.50. Free shipping from €75.
– Spain (Balearic Islands): €11.50.
– Europe — Zone 2 (Austria, Belgium, Czech Republic, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Netherlands, Slovakia and Slovenia): €17.00.
– Europe — Zone 3 (Denmark, Estonia, Finland, Latvia, Malta, Poland and Sweden): €19.00.
You can find more details in our Shipping Policy.
How long does delivery take?
The total estimated time, including preparation and delivery, is as follows:
– Mainland Portugal: 1 to 2 working days
– Madeira and the Azores: 5 to 9 working days
– Spain (Mainland): 1 to 2 working days
– Spain (Balearic Islands): 5 to 9 working days
– Europe — Zone 2: 6 to 10 working days
– Europe — Zone 3: 6 to 10 working days
Orders confirmed by the end of the working day are prepared the same day or the next working day. During busier periods or in more remote areas, there may be some variation.
Can I track my shipment?
Yes. As soon as your order is dispatched, you will receive an email with the carrier's tracking number.
Do you ship outside Portugal?
Yes. In addition to Mainland Portugal and the Islands (Madeira and the Azores), we ship to Spain — Mainland and Balearic Islands — and to 20 more European Union countries, organised in the Europe Zone 2 and Zone 3 lists above. If your destination is not listed, contact us and we will reply with a personalised quote.
Do orders to Spain include Portuguese VAT?
Yes. As a Portuguese company operating under the intra-community regime, we apply Portuguese VAT to all our orders, regardless of the delivery zone within the European Union.
About Returns and Exchanges
Can I return an item?
Yes. You have 30 days from receipt of your order to request the return of any item, provided it has not been worn or washed and is returned with its labels (attached or included in the packaging) and properly protected. To start a return, use the Withdraw from contract here function or contact us at geral@ninhodotejo.pt.
Who bears the return costs?
In the event of a manufacturing defect or an error on our part, we bear the return costs in full. In all other cases, the costs are borne by the customer, but we can tell you the cheapest way to send it.
How long does the refund take?
Once we receive and validate the returned item, the refund is processed within a maximum of 14 days using the same payment method used for the purchase.
Can I exchange for another size or colour?
We do not make direct exchanges, to ensure stock control and the real availability of items. If you would like another size or another piece, return the original item (with a refund to the payment method used for the purchase) and place a new order for the item you want in parallel. Alternatively, and at your express choice, we can issue a gift voucher for the corresponding amount, valid for 12 months.
About the Items
Are the items new?
Yes. All items are new and original, from baby clothing brands in Portugal and Spain.
Do sizes correspond to the baby's age?
The sizes indicated (1M, 3M, 6M, 12M, etc.) are for reference. Every baby has their own growth curve. If in doubt, we recommend consulting the size chart available on each item or contacting us directly.
How should I care for the pieces?
Specific care instructions are indicated on each piece and in the product descriptions. In general, we recommend washing at a low temperature (up to 30°C), without fabric softener, and air drying.
Are the materials safe for babies?
The composition of each piece is shown in the item description and on the label. The manufacturer of each piece is identified on the product page, under «Manufacturer & safety».
About Ninho do Tejo
Who is behind the shop?
We are Marisa and Diogo, a family from Azeitão, Portugal. We choose the pieces, prepare the orders and answer the messages. Find out more in About us.
Do you have a physical shop?
At the moment we operate exclusively online. If you are interested in seeing a particular piece in person, contact us so we can assess the possibility.
How can I receive news?
Subscribe to the newsletter at the bottom of the page. We send our news by email.
Other Questions
How can I get in touch?
You can contact us at geral@ninhodotejo.pt or via our WhatsApp Business (+351) 911 126 813. We will reply as quickly as possible.