Refund policy
Last updated: October 27, 2026
We want you to love your bag. If it isn't right, you can return it within 10 days of delivery.
What can be returned
- The Weekender (the bag on its own), the MAMA Clutch, the BABY Pouch and the Colorway Set: unused, with tags, numbered tag and dust bag, in the original box.
- Essentials and Signature editions: the bag itself can be returned unused. For health and hygiene reasons, the packed contents (personal care and recovery products, sleep set, pajama set, toiletries and newborn items) are final sale once the seal on the inner packaging is opened.
- Concierge suites and sessions: refunded in full if we can't take on your due date, and in full after a pregnancy loss (see below). Otherwise covered by the agreement you sign when you book.
Limited editions
Each piece carries its own numbered tag, and each color is made in an edition of 50. A returned piece goes back into the edition, so we can't reserve or exchange for a specific number.
How to start a return
Email adiyahbell@llamamamacompany.com with your order number. We'll send return instructions and a free prepaid return label. Items sent back without first contacting us can't be accepted.
Refunds
We inspect returns within 5 business days of receiving them and refund to your original payment method. Your bank may take up to 10 business days to post it.
Damaged or wrong items
If your order arrives damaged, defective or isn't what you ordered, email us within 7 days of delivery with a photo and we'll make it right at no cost to you.
Exchanges
To switch colors, return the original for a refund and place a new order, while the edition lasts.
If you experience a pregnancy loss
If your pregnancy ends in miscarriage or stillbirth, we will refund any Maternal Concierge suite in full, at any point, including the services already provided and the Signature Weekender included with it. Nothing needs to be sent back. You, or someone you trust, can let us know by email at adiyahbell@llamamamacompany.com, and we'll handle the rest with care and privacy.
This refund is offered in good faith. A refund obtained through a false claim must be repaid, as set out in our Terms of service.
We are so sorry for your loss. If you'd like, we can also stop any messages from us right away.
Chargebacks
If something isn't right with your order, please contact us first; we will always work with you to resolve it, and most issues are settled within a few days. Filing a payment dispute without contacting us can delay your refund. We respond to every dispute with your order details, delivery records, signed agreements and our communication history. See our Terms of service for more.