When can i expect my order?
If your order is placed at our Warehouse before courier pickup time, it should be shipped the same day unless stated otherwise in product description.
The duration for couriers to deliver to door or pickup location depends on what courier is chosen and to which country it's beeing shipped.
If customs has to import an order (only aplicable when shipped to a non eu country) it can sometimes be delayed a few days.
Do you have any discount codes?
Sorry, at this point there are no active discount codes available. Follow us on social media if you don't want to mis out on special offers.
Why dont you offer free shipping anymore?
Since we ship worldwide we quite often deal with expansive shipping costs. To even the playing field, not only people from the Netherlands, Germany and Belgium get discounts in the form of free shipping for larger orders.
We apply Order Quantity Discount automaticly in the shopping cart to all orders above €75 and €125.
All customers happy :)
Is my size (not) available?
Our shop keeps stock real time up to date. Options we (currently) dont have in stock will be hidden from selection.
Everything changes all the time, somethimes it comes back in stock quickly, sometimes it takes weeks/months and other times the missing options might never come back. Sadly we have no sytem in place to notify you about that. Will look in to that soon and hopefully find a way.
Where can i find your bank details?
When bank transfer is selected as payment method, bank information like bank account number / IBAN will always be provided in our order confirmation emails including transaction explenation. It is important to follow instructions.
I want to return something, how?
Once you have received your order and find something is the wrong size or just not as nice as you thought, you can send it back return sender.
Sadly we can't take back everything though.
Hygiene products can only be returned as long as they are in unopened packaging.
Hygiene products are: Plastic Pants, Disposables and Washable Diapers, Pacifiers
To return items please contact us first, best to reply to you order confirmation email.
Parcel returned to sender, what now?
We always send notification once we receive an order back. Depending on what the reason of return is, the person/company who made the mistake will have to pay for reshipping costs.
We store returned orders for at least 6 months, after that time they will restocked.
Can you declare incontinence products directly with insurance?
Sadly we can't, you might be able to declare a prepaid invoice with your insurance though.
It would be advised to call your insurance company first. Invoices don't have a website name it them.
What days is the company closed for national holydays?
All weekends and dutch national holidays we are closed. Check here: https://www.government.nl/topics/working-hours/question-and-answer/public-holidays-in-the-netherlands
How does shipping to pickup locations work?
During checkout step 2 you can enter your billing information.
On step 3 you can see what courier has pickup locations near you in your country.
On step 4 please select a matching courier to pickup location address entered in step 3.
On step 5 all payment options available are fine, exept pay "Cash on pickup Warehouse in Schaijk, Netherlands".
How much are the shipping costs?
Shipping costs are calculated by weight / dimentions, destination country and courier shipping method choice.
To calculate shipping costs it is important to first add all products you want to shopping cart, then select your country trere and shipping cost price will be shown.
What are the washing instructions?
Washing instructions and tips for washing Washable Diapers.
* Allow diaper to week in a bucket of Biotex
* Special detergents for washable nappies: Potion, Rocking Green, Pure Soap
* If you use a normal detergent, make sure it does not contain enzymes, bleaching agents or optical brighteners, soda (sodium bicarbonate)
* Use colour detergent in powder form, not liquid detergent
* Put vinegar in the fabric softener container instead of fabric softener to reduce the water hardness
* Do not use too much detergent and rinse the diapers after washing extra good, with washing machine use flushing program / additional water button
* For fecal incontinence, put disposable cloth or toilet paper in diaper in order to catch the feces so that it can be removed easily
Without a waterproof outer layer
* Washing machine suitable to 95 ° C * Dryer accommodate up to 100 ° C
PUL outer layer
* Washing machine suitable to 95 ° C
* Dryer accommodate up to 100 ° C
Plastic outer layer
* Hand wash recommended / Washing on to 40 ° C
* Let dry clothes horse
What is the difference between plastic (PVC) and PUL/PU?
The terms PVC and PUL are used for Pants and Washable incontinence products.
PUL is a waterproof and breathable layer feels like real soft textile on the outside and a little sticky on the inside, good for machinewash.
PVC is not breathable and less durable, besides that only good for handwash.
Is it possible to order now and get the delivery later?
Yes, it is possible. You can add a remark in your order in which you can, in this case, ask for your order to be shipped at a specific date. When we then pick your order, it is put on "shipping later" and at the requested date we send it to you/pickup point of your choice.
How can i stay up to date on all happenings?
If you want to get notified about new products special offers and discounts, subscribe to newsletter and follow us on Facebook, Twitter, Tumblr, YouTube, Instagram or visit shop once in a while and click on "Extra Product Pages" to see most recently added / updated products.
Note, at this point we dont send product updates true newsletter but this should change soon.
Where can i pickup orders
Our warehouse address is in Eindhoven, Netherlands. Open during open monday to friday 08:00 am - 17:00 pm.
Warning, we no longer have a showroom, orders need to be placed true the webshop and paid at least one work day before pickup!
Can i visit your warehouse?
Yes, but sadly only for picking up orders that have been placed true the webshop at least 1 day before pickup.
What is the meaning of max. Absorption?
The term max. Absorption or just max. 2000ml you will find on almost every diaper we sell. This is the amount almost every manufacturer uses to describe how absorbent the diapers are. If it shows a max. absortion of 4500ml this does not mean it will aborb that amount in real use. In real use i would say true diaper absorption without leaking should be about a third of max. absortion described in product descriptions (4500 \ 3 = 1500ml).
What size do i need?
On our site it is very important you know your measurements.
All manufacturers have their own sizechart. For example size M Tena is very different then Forsite size M.
By trully measuring the required measurements and comparing outcome to sizecharts provided on relevant product description, you can easily prevent buying the wrong size.
How can i contact you?
For questions of any kind, please feel free to contact us true contact form here mostly you will get a reply within hours.
To what countries do you ship?
What are your shipping methods?
Our current coeriers are: DPD, Fedex and PostNL
All couriers have different settings, some may be available for you and others don't.
What are your payment methods?
We currently offer the following payment methods:
* Paypal (creditcard)
* Creditcards by Mollie
* Bank Transfer
* Belfius direct
* KBC / CBC Banking
* Send cash true Post
Do i have to pay (import) taxes?
Orders shipped within Europe to a EU country will have to pay taxes here in the Netherlands.
If an order is shipped outsite the EU to a Non EU country you don't pay any taxes in our shop, but it's likely you have to pay import taxes in your country on import.
If taxes are aplicable in the Netherlands, then we need to charge 6% for disposable / washable diapers and protective pants (very few clothes). Products like pacifiers, disposal systems, scents, stickers/tape or pretty much all clothings are 21% tax
List of EU countries where : Austria, Belgium, Germany,
How are orders packaged?
All orders are packaged in neutral anonymous packaging.
You don't need to worrie about that. From the outsite the courier or people at pickup location can't see what's inside the parcel(s).
What details are shown on payment description?
We made sure to hide all shop / company related info from bank and creditcard description.
PayPal however does create a full invoice in your paypal account.
What does the term "Plastic Backed" and "Cotton-Feel" mean?
The terms "Plastic Backed" and "Cotton-Feel" are used usually for diapers.
Plastic backed means diapers have a Plastic foil exterior to make them waterproof while Cotton-feel has a breathable textile like exterior foil.