Frequently Asked Questions

If you are currently unable to change your diaper subscription, your delivery has already been processed. You can easily check this in your customer account under ‘Subscription & Orders’. You can make changes to your subscription for each delivery up to 5 days before the planned delivery date.

As soon as we have prepared your current order in our warehouse for dispatch, you can edit your subscription again.

If you have planned a holiday with your family, you are unable to receive the upcoming delivery or you simply still have enough nappies at home, you can easily adjust your LILLYDOO delivery date and interval online!

To do this, log in to your user account. Under ‘Subscription & Orders’ you will see the next delivery dates and your preferred delivery interval. Click on ‘Edit’ under the date of your next delivery and you will be automatically redirected to the calendar in your nappy subscription configurator. Here you can select a new delivery date and, if necessary, a new delivery interval. Then click on ‘Apply changes’ to save your changes.

If you are unable to click on the ‘Edit’ field under your next delivery date, your next delivery is probably already being processed and can no longer be edited.

Yes, you can flexibly combine two different sizes or nappies and pants within one subscription. This means you can easily try out a new size or our pants for active explorers.

However, you have the option of taking out two nappy subscriptions in different sizes and setting the delivery interval for these to 6 weeks, for example. This way you won't receive the nappies too often.

Alternatively, all our nappies are also available to buy individually.

When ordering two subscriptions, please note that they cannot be in the shopping basket at the same time, as this will result in an error message. However, you can simply complete the orders one after the other.

If you would like to add more products to your next order or if you do not want them to be included in your next order, you can easily do this via your user account.

Simply log in to your user account. Your nappy subscription will be displayed under ‘Subscription & Orders’. Click on ‘Edit’ under your nappy subscription and select your preferred skincare product under point 4 ‘Add further products’, for example - if the relevant field is greyed out, there is no skincare product in your subscription.

Changes can always be processed up to 5 working days before the planned delivery date for the current delivery. If you are unable to edit your nappy subscription, your delivery is probably already being processed.

We would be very sorry if you were to leave us.

If something goes wrong with your subscription or your delivery, please contact us. We're sure to find a solution!

If you would like to cancel your nappy subscription for other reasons, you can do so as follows:

Log in to your user account. Your nappy subscription will be displayed under ‘Subscription & Orders’. If you want to cancel directly, click on ‘Continue to cancellation’. To better understand why you have cancelled, we would be pleased if you took part in the survey, alternatively you can also click on ‘Skip survey and cancel directly’.

You will then receive your cancellation confirmation by email.

You can easily and conveniently view your past orders via your user account.

To do this, log in to your user account. Your nappy subscription will be displayed under ‘Subscription & Orders’. If you scroll down a little, you will see all your previous nappy deliveries and any individual orders under ‘My orders’.

If you need a larger nappy size for your little explorer, you can easily adjust this for future deliveries via your user account.

To do this, log in to your user account. Your nappy subscription will be displayed under ‘Subscription & orders’. Click on ‘Edit’ under your nappy subscription and select your new required size under point 2 ‘Choose your size’.
Changes can always be processed up to 5 working days before the planned delivery date for the current delivery. If you are unable to edit your nappy order, your delivery is probably already being processed.

If you would like to customise the designs in your current nappy subscription for your next deliveries, you can easily do this via your user account.

To do this, log in to your user account. Your nappy subscription will be displayed under ‘Subscription & orders’. Click on ‘Edit’ under your nappy subscription and select your desired design under point 3 ‘Your design selection’. Changes can always be processed up to 5 working days before the planned delivery date for the current delivery. If you are unable to edit your nappy subscription, your delivery is probably already being processed.

If you have moved house or would like to have your subscription sent to your holiday destination, you can easily change your delivery address via your user account.

To do this, log in to your customer account and select ‘Subscription & orders’ under ‘My user account’. On the right-hand side you can click on ‘Edit’ under ‘Current delivery address’. You can then enter and save your desired address for the next delivery. Changes can always be processed up to 5 working days before the planned delivery date for the current delivery. If you are unable to edit your subscription, your delivery is probably already being processed.

We always debit the amount for your order when the parcel is dispatched.

As soon as your account has been debited, your parcel is already on its way to you and can therefore unfortunately no longer be cancelled.

You can find all information about returning a LILLYDOO parcel here: https://www.lillydoo.com/community/faq#RETURNMONEYBACKGUARANTEE

Once your delivery has been dispatched, unfortunately no further changes can be made to your order. Your parcel has already been handed over to our shipping partner and is now on its way to you.

Changes to your nappy subscription are always possible up to 5 working days before the planned delivery date. Unfortunately, we can no longer consider any changes after this deadline.

Your LILLYDOO nappy subscription order is set to ‘being processed’ from 7 working days before the planned delivery date until the delivery date is reached.

During this period, we will already start processing and dispatching your delivery.

If you see a ‘Pay now’ or ‘Pay’ button behind your order after ‘being processed’, something has gone wrong with the debit and your parcel has not yet been dispatched due to the missing payment.

You can find out how to update your payment method here: www.lillydoo.com/community/faq#PAYMENT

You can view all your orders online via your customer account.

To do this, log in to your user account. Your nappy subscription will be displayed under ‘Subscription & Orders’. If you scroll down a little, you will see all your existing nappy deliveries and any individual orders under ‘My orders’.

Our wash cloths consist of a plastic-free cloth and contain the following ingredients: Water, a (natural) mild cleansing surfactant, pH-regulating citric acid and a preservative system consisting of an agent based on organic acids as used in the food industry and hydroxyacetophenones.

According to INCI list: Aqua, Decyl Glucoside, Hydroxyacetophenone, Citric Acid, Sodium Benzoate.

Our wet wipes for face and hands contain the following ingredients: Water, a (natural) mild cleansing surfactant, pH-regulating citric acid and a preservative system consisting of an agent based on organic acids as used in the food industry and hydroxyacetophenone.

According to INCI list: Aqua, Decyl Glucoside, Hydroxyacetophenone, Citric Acid, Sodium Benzoate.

Thanks to their short fibres, you can easily flush our moist toilet tissues down the toilet. They contain the following ingredients: Water, organic aloe vera, organic olive oil, vegetable glycerine, mild cleansing and fully biodegradable surfactants based on renewable raw materials, pH-regulating citric acid and a preservative system consisting of an agent based on organic acids as used in the food industry, ethylhexylglycerol and tocopherol.

According to INCI list: Aqua, Aloe Barbadensis Leaf Juice Powder*, Glycerin, Sodium Cocoyl Glutamate, Olea Europaea Fruit Oil*, Ethylhexylglycerin, Sodium Benzoate, Citric Acid, Tocopherol. * Ingredients from organic farming.

You can dispose of our moist toilet tissues in the toilet without any problems or concerns. The wipes are made from a mix of cellulose and Lyocell fibres. Due to their very short fibres, they are easily decomposable and are therefore suitable for flushing down the toilet. Please dispose of a maximum of 2 moist toilet tissues per flush.

All the other LILLYDOO wipes cannot be disposed of in the toilet. The wipes are made of long and therefore tear-resistant fibres that do not disintegrate during the flushing process and can clog the toilet.

Our wet wipes and moist toilet tissues differ in the lotion used and the composition of the tissues. Whereas our wet wipes are made of long fibres, which makes them particularly tear-resistant, our moist toilet tissues have extra short fibres so that they can be flushed down the toilet and disintegrate more easily.

Our green wipes, wipes with prebiotics and 99% water wet wipes are generally suitable for sensitive baby skin. However, we recommend our wet wipes with 99% water especially for the first six months of life, as newborn babies' skin is particularly thin and sensitive after birth. In addition to lots of water, these wet wipes contain only 5 other ingredients, so they are particularly gentle on your little explorer's bottom in the first few months of life.

Together with our midwife Sissi Rasche, we recommend our sensitive wet wipes for even more thorough cleansing from around 6 months of age. Thanks to their foaming properties, they remove dirt particles particularly well. Whether and which wet wipes you want to use for your baby is of course ultimately your personal decision.

Our wet wipes especially for slightly older explorers are particularly suitable when they are already exploring the world on their own. Whether on the playground or in the forest, our wet wipes for face and hands are ideal for cleaning in between. The particularly gentle formulation contains only 5 ingredients and is suitable for cleansing the face without tears.

Of course, you can also order our LILLYDOO wet wipes separately from our diapers. Simply visit our shop, under the tab ‘Products’ - ‘Wet wipes’ you can order the wipes in different packaging units at any time.

This is different for everyone. If you use 2 wipes per nappy change and change 6 times a day, you will use around 360 wipes per month.

Our wet wipes contain the following ingredients: Water, skin-caring organic almond oil, vegetable glycerine, pH-regulating citric acid, and a preservative system consisting of an agent based on organic acids as used in the food industry and hydroxyacetophenone.

According to INCI list: Aqua, Glycerin, Prunus Amygdalus Dulcis Fruit Extract*, Sodium Benzoate, Citric Acid, Hydroxyacetophenone. *Ingredients from organic farming.

The packaging of all our LILLYDOO wet wipes consists of a plastic film that you can dispose of in the Yellow Bag.

With our LILLYDOO green natural wet wipes, we are taking a step towards a more sustainable, environmentally conscious life together with you. We attach great importance to using natural raw materials and minimising our ecological footprint. The skin-friendly formulation of the wet wipe, which contains no alcohol or perfume and a lotion made from high-quality nourishing organic aloe vera and moisturising organic olive oil, ensures naturalness. And for the sake of our environment, we use 100% plastic-free cellulose in the wipe.

We use plastic-free cellulose for our LILLYDOO green Natural Wet Wipes. In order to protect the wet wipes from drying out in the best possible way, we are unfortunately not yet able to dispense with plastic packaging. We are therefore offsetting the use of plastic packaging in collaboration with Plastic Bank: part of the proceeds from every pack of LILLYDOO green Natural Wet Wipes sold goes to Plastic Bank, which we are helping to remove the amount of plastic from the environment that we use in the packaging. At the same time, Plastic Bank helps socially disadvantaged population groups in India and makes recycling profitable for them. You can find more information about the collaboration with Plastic Bank at www.plasticbank.com.

You can enter and apply your voucher code in the ‘Your LILLYDOO voucher code’ field in the last step of the order process in the payment options. Click on the small arrow next to the text to open the input field.

If the voucher is successfully redeemed, this will be displayed accordingly.

Only one voucher can be redeemed per order.

Please note: Unfortunately, it is not possible to use voucher codes or promotional codes at a later date.

Unfortunately, you can only enter and redeem one voucher code in the corresponding field when ordering your subscription. In the event of cancellation, all specified discounts will expire. In this case, the credit cannot be reactivated.

Please check the code you have entered once. In order for the voucher to be redeemed, all letters must be capitalised and written together.

To avoid typing errors, it is best to copy voucher codes from our promotional emails or messages and paste them directly into the field.

Please note that only one voucher code can be used per order. If you cancel the order process after entering the voucher, it has already expired and cannot be redeemed again.

Our referral codes can only be redeemed once per customer.

Log in to your user account with your e-mail address and password. You will find your personal customer number at the top of the page.

Please always have this ready when contacting our support team so that we can help you as quickly as possible.

In case you have forgotten your password, we have a ‘Forgot password’ option.

Click on the log-in area on our website, go to ‘Forgot your password?’ and follow the instructions. Please note: the email to reset your password may end up in your spam folder. If you do not find an e-mail from us in your usual mailbox, please check there as well.

We are very sorry that you no longer wish to remain a customer with us. If you would like to have your data completely removed from our system, please contact our customer service. LILLYDOO:  service@lillydoo.com or by telephone on +49 (0) 69 - 643 57 420 Vivoy: service@vivoy.de or by telephone under 069 - 967 58 119

We would be delighted to receive feedback on the nappies and your reason for cancelling.

Orders via our shop are currently only possible with a user account. If you do not yet have a user account with us, you can register here as a new customer or log in as a new customer in the last step of the ordering process. Your personal user account will then be created automatically.  https://lillydoo.com/account/register

As soon as we have dispatched your parcel, you will receive a dispatch confirmation with your consignment number.

If you click on the tracking number you received in the dispatch confirmation, you can easily track your LILLYDOO delivery online and see where your parcel is at any time.

If you have not yet received your delivery, use your consignment number to check the status of your delivery. If your delivery stops at any point, please contact the relevant shipping partner directly for more detailed information.

As soon as we have dispatched your parcel, you will receive a dispatch confirmation with your consignment number.

If you click on the tracking number you received in the dispatch confirmation, you can easily track your LILLYDOO delivery online and see where your parcel is at any time.

If you have not yet received your delivery, use your consignment number to check the status of your delivery. If your delivery stops at any point, please contact the relevant shipping partner directly for more detailed information.

Unfortunately, once your delivery has been dispatched, we can no longer make any changes to the delivery address, as your parcel will already be on its way to you.

If your parcel has been sent to the wrong address, we can of course arrange for it to be redelivered once it has been returned.

Please use the tracking number from your dispatch confirmation email to track your delivery.

For deliveries with Hermes to Germany, you can go to myhermes.de/empfangen/wunschzustellung/ and enter your consignment number to specify a secure drop-off location, your preferred branch or your preferred neighbour for dropping off the parcel.

For deliveries with green delivery, you will receive a tracking link from which you can see your delivery date and time slot. Here you can specify a secure drop-off location for your delivery or specify a preferred neighbour.

We send our parcels within Germany with Hermes.

For deliveries to Switzerland we co-operate with Swiss Post. For deliveries to Austria we work with Österreichische Post, for deliveries to the Netherlands and Spain we work with DHL, for deliveries to France we work with GLS and for deliveries to Italy we work with BRT.

With a subscription, you automatically collect points that you can redeem in our shop for exciting and exclusive gifts.

The products you order with your redeemed points will be sent with your next subscription delivery.

Each redeemed reward will be added to your subscription overview. Go to ‘Subscription & orders’ in your user account and find your reward under ‘Your gift’.

To become a member of the LILLYDOO Club, all you have to do is order a monthly box of our skin-friendly and stylish LILLYDOO products. As soon as we have processed your order, you will receive access to our LILLYDOO Club via your user account.

You collect points with every purchase and every subscription box you receive. For every € you earn 5 points. With every additional product in your subscription box you increase your points balance.

The points you collect can be redeemed for attractive and exclusive gifts in our rewards shop.

We know that moms and dads are often very busy and we do our best to take a load off their shoulders (literally!). Say goodbye to late-night shopping and lugging around bulky packs of diapers.

With our subscription you get diapers delivered directly to your home whenever you want! You determine the delivery date, diaper size, delivery interval and any additional products you would like to have on your changing table. Each delivery can be customized.

With our diaper subscription you will receive 6 packs of diapers with each delivery. The total number of diapers depends on the diaper size. You can see the overview here.

Our almond oil is a real all-rounder and is suitable for daily skin care and cleaning of the diaper area as well as for massage or as a bath additive. The oil forms a kind of protective barrier around the skin and helps to lock in moisture. By the way: Our almond oil is also ideal for the skin care of moms and dads.

You can order our almond oil either individually or as an addition to your new or existing diaper subscription. Add it to your subscription box easily and flexibly via your user account under "Subscription & Orders".

The bottle of our almond oil is made of matt glass, which you can dispose of in the glass recycling container. Alternatively, you can simply reuse the stylish bottle for another purpose. You can dispose of the pump head in the yellow bin. The packaging box is made from materials from sustainable forestry and can be disposed of in the waste paper bin.

As soon as your return has arrived and been processed by our logistics team, we will arrange for the refund to be made to your specified payment account by our accounting department.

Refunds are generally processed by our accounting department within 3 days.

We are of course very sorry that you want to return our products. If you were not satisfied with one of our products, we would be delighted if you could contact us and give us feedback! If you do not wish to contact us, we offer a voluntary right of return of 60 days after the goods have been dispatched.
If you wish to make use of your 60-day right of return, you can access our returns portal via your user account during this time, where you can register your return and receive a return label.

Please note that this does not apply to opened packs of diapers, wet wipes and changing mats, as well as to skin care products, inserts and pants.

If for any reason you want to return products from your last order within our 60-day return period, you can easily process your return online.

To do this, log in to your user account. Under "Subscription & Orders" under "My Orders" you will see all your subscription deliveries that have already been made as well as possible individual orders.

By clicking on "Create return" you can register a return for the respective order. Select the products you want to return and the reason for the return.

After successfully registering the return, you will receive your return label to print out yourself. Stick the label on your package and hand it over to our shipping partner in the nearest parcel shop.

Returns are free of charge. Log in to your user account to register your return and to create a return label. You can find more information under "How do I initiate a return?"

Our pregnancy care oil protects your skin from drying out, promotes its elasticity and resilience and can help prevent stretch marks. Every pregnant woman's skin is different and has individual care needs. Therefore, use the pregnancy care oil as often as your skin needs it and whenever it feels dry. For the best care results, we recommend pampering your skin regularly with the oil once or twice a day.

The bottle of our pregnancy care oil is made of matte glass, which you can dispose of in the glass recycling container - or you can simply reuse the stylish bottle for another purpose. You can dispose of the pump head in the yellow bin. The packaging box is made of paper from sustainable forestry and can be disposed of in the waste paper bin.

Data protection and the protection of your personal data are very important to us. This means that we not only comply with data protection regulations, but also that we always want to keep you informed about the processing of your personal data in our data protection declaration https://lillydoo.com/pages/datenschutz.

You haven't found an answer to your question here?

You can easily reach us at LILLYDOO Mon-Fri on +49 (0) 69 - 643 57 420 from 8 a.m. to 5 p.m. If you have any questions about Vivoy, you can easily reach us Mon-Fri on +49 (0) 69 - 96758119 from 8 a.m. to 5 p.m. or by sending an email to

 service@vivoy.de.

Or send an email to service@lillydoo.com.

We are here for you!

With our baby care products, we want to focus on the essentials in accordance with the philosophy "less is sometimes more", which is why we have deliberately decided against using certain ingredients. Therefore, our diapers do not contain any perfume, lotion or dyes inside the diaper.

We have our diapers, wet wipes and changing mats regularly tested by independent institutes and they are certified according to OEKO-TEX® STANDARD 100 and Dermatest, for example.

All LILLYDOO products are also vegan and with our various designs we give you the opportunity for more style and individuality.

By registering with the vegan trademark, we confirm that our skin care products, wet wipes and wet toilet wipes do not contain any animal ingredients.
You can find our certificate of registration with the Vegan Society here.

The Dermatest seal confirms that our baby care products do not cause intolerances in sensitive skin. Our products have been dermatologically tested and awarded "very good" by specialists. You can find more information about Dermatest here: www.dermatest.de

For us, your baby's well-being is our top priority. And this is significantly influenced by the products that it comes into contact with every day. That's why all of our baby care products are certified according to OEKO-TEX® STANDARD 100 in product class 1, an award that is preceded by testing for harmful substances and chemicals that are hazardous to health.

With our LILLYDOOs, we attach great importance to ensuring that they are not only particularly skin-friendly, but above all high-performance. We also try to combine this requirement with protecting our environment as best as possible. Where it would impair performance and skin-friendliness, we use common materials that can also be found in most other disposable diapers. This includes the microfine absorbent beads, so-called super-absorbent polymers, which are responsible for the absorbent core of our diapers. In our opinion, there is unfortunately not yet a more ecological alternative that delivers the same performance. Our diapers are therefore not biodegradable and we therefore deliberately do not call them eco-diapers. With LILLYDOO green, however, we offer you an environmentally friendly diaper alternative. Find out more here.

Our diapers are partly made of biodegradable substances and materials. Our diapers contain cellulose, which is biodegradable and comes 100% from FSC®-certified forests. The FSC® (Forest Stewardship Council) logo guarantees you that our products only contain ingredients made from wood that come from responsibly managed forests. In order to ensure the performance of our diapers, however, we have to use substances for other elements of our diapers for which there is unfortunately no more ecological or biodegradable alternative. These include, for example, the microfine absorbent beads (SAP) that are used in our diaper core. We deliberately do not provide precise information about the proportion of our diapers made of biodegradable materials, as we view our products holistically and the diaper itself is not biodegradable.

Of course, we are constantly developing our products with sustainability in mind, among other things, in order to develop an even more sustainable product that is not inferior in terms of skin-friendliness and absorbency.

We currently ship our LILLYDOO packages to Germany, Austria, France, Switzerland, the Netherlands, Spain and Italy.

We would like to ship to other countries in the future.

We ship our Vivoy boxes to Germany and Austria. We would like to ship to other countries in the future. Unfortunately, we are currently unable to offer shipping to another country.

Once your delivery has been sent, we are unfortunately unable to make any changes to the delivery address as your package is already on its way to you.

If your package has been sent to the wrong address, we can of course arrange for a new delivery after the delivery has been returned.

Please use the tracking number from your shipping confirmation email to track your delivery.

You can have your LILLYDOO delivery delivered to a packing station.

The test package is 15cm x 15cm x 25cm and does not weigh more than 2 kg.

The subscription is delivered in a package measuring 60cm x 35cm x 35 cm.

Both packages fit in packing stations.

You can enter the details for the packing station (pack station number, location and your personal postal number) in your customer account as the delivery address.

1. To do this, log in to your customer account.
2. Select "Subscription & Orders"
3. Click on "edit"

Here you can easily enter the delivery address for your diaper subscription delivery.

Changes can always be processed up to 5 working days before the planned delivery date for the current delivery. If you cannot edit your diaper subscription, your delivery is probably already being processed.

You can find information about shipping times and shipping costs here: www.lillydoo.com/pages/zahlung-und-versand www.vivoy.com/de/zahlung-und-versand

This can be disposed of in an environmentally friendly way in the paper waste.

With our LILLYDOO green diapers, we are taking a step towards a more sustainable, environmentally conscious life together with you.
We use unbleached, natural pulp for the diapers, which ensures their natural coloring. To reduce plastic waste, we pack them in an innovative, FSC®-certified paper bag (FSC-C135956). In collaboration with Plastic Bank, we also collect all of the plastic from the environment that is still contained in our product in order to be able to guarantee the same absorbency.
Of course, our LILLYDOO green diapers are just as skin-friendly and absorbent as our other diaper lines and have also been certified by independent institutes.
You can find more information on our Produktphilosophie Seite.

For our LILLYDOO green diapers, we use unbleached pulp and pack them in paper to reduce plastic waste. Unfortunately, we cannot do without everything to ensure the same absorbency. But in collaboration with Plastic Bank, we remove all of the plastic from the environment that is still contained in our product. This works as follows: A portion of the proceeds from every LILLYDOO green diaper sold goes to Plastic Bank. In this way, we support Plastic Bank in collecting as much plastic from the environment as we use in the product and at the same time help socially disadvantaged population groups in India by making recycling profitable.
You can find more information about the collaboration with Plastic Bank on www.plasticbank.com

Since some diaper sizes are used for less time than others, they are only available in one or two designs. This allows us to offer additional designs for the diaper sizes that are used the longest and to provide variety on your changing table with regular limited design collections.

Our diapers are made of the following materials and ingredients:

• Absorbent core made of FSC®-certified pulp, bleached without chlorine (TCF), and superabsorbent (sodium polyacrylate)
• Soft top layer made of polypropylene fibers
• Leak protection made of polypropylene fibers
• Absorption and distribution layer made of polyester fibers
• Closure system made of polypropylene fibers, Velcro and elastomer tubes
• Outer layer made of breathable, waterproof polyethylene film and polypropylene fibers
• Urine indicator made of a pH-sensitive, thermoplastic adhesive, without UV-absorbing substances
• Leg cuffs made of latex-free elastane
• Thermoplastic adhesives, without UV-absorbing substances
• Design prints made of water-based ink, free of heavy metals and lead
• Diaper waistband (pants) made of polypropylene fibers
• Fixing tape (pants) made of polyethylene

Our packaging film is 100% recyclable.

Our diapers, like most other disposable diapers, are not biodegradable. We try to combine our high standards regarding the skin-friendliness of our products with protecting our environment as best as possible. However, where it would impair performance and skin-friendliness, we use materials that are not biodegradable in some cases, so that the absorbency and skin-friendliness of our diapers always remain at a high level.

This depends on the weight and size of your child, but also on which size your little explorer feels most comfortable in.

If the diaper slips, you should try a size smaller.

If the diaper is relatively tight and moisture is leaking out, it could be that the diaper is too small.

A rule of thumb is that there should always be about 2 fingers between the waistband and the tummy.

This way you can ensure that your baby has enough space even when it gets gassy.

A good guide is the weight information on the diaper packaging.

 Diapers

In our table you will get an overview of the number of diapers per pack and subscription.

Diapers

Pants

If you have any questions, please call us on +49 (0) 69 - 643 57 420 or send an email to service@lillydoo.com.

You should change to the next diaper size if the diaper is too tight and moisture is leaking out. If the diaper size is the right one, you might want to check the fit of the diaper again.

You can use our swim diapers whenever you want to go into the water with your explorer. We recommend using the swim diapers especially when visiting the swimming pool, the lake, the beach or even the paddling pool at home, as they primarily prevent the big business from getting into the water. As we do not use microfine absorbent beads in our swim diapers, the swim diaper does not swell when it comes into contact with water and thus ensures sufficient freedom of movement in the water and on land, and also protects against unwanted mishaps.

That depends on how often your little explorer goes into the cool water. We recommend changing the diaper after every time he or she is in the water, otherwise he or she could catch a cold. Please also note that our swim diapers do not have micro-fine absorbent beads inside and therefore the absorbency is not as strong as our other LILLYDOO diapers. Therefore, especially on land, make sure that the swim diaper needs to be changed more often.

This is different for everyone. A good guideline is the number of diapers in our diaper subscription. You can find an overview of the number of diapers per subscription delivery and diaper size in our size chart.

No, you should not dispose of diapers or wet wipes in the toilet. Our wet toilet wipes, on the other hand, are ideal for disposal in the toilet.

For the high-performance absorbent core of our LILLYDOO diapers, we use microfine absorbent beads, so-called superabsorbents, which can absorb many times their size in liquid. These mineral oil-based beads ensure that the sensitive baby bottom does not get wet - because that is often the cause of a sore bottom.

At LILLYDOO, we attach particular importance to ensuring that our products are not only high-performance, but also very skin-friendly. The microfine absorbent beads were therefore tested by Dermatest on sensitive skin and checked for skin intolerances. It was dermatologically confirmed that the absorbent beads do not cause any intolerances. If the granules leak out of a diaper in individual cases, you can wash them off your baby's skin without any concerns.

We recommend storing our LILLYDOO diapers in a dry place, protected from moisture, before use. The microfine absorbent beads inside the diaper, which are crucial for the high absorption capacity of our diapers, can absorb not only moisture but also humidity and thus increase in size. Therefore, they should not come into contact with moisture before use if possible.

Our limited designs are available to you while stocks last. As soon as a limited design is no longer available, we will display this on our product pages.

If you have chosen a limited design in your subscription, you will also receive it in future deliveries. You will automatically receive our "Little Blowballs" design as soon as one of the limited designs is no longer available.

In this case, you can of course also select a different design via your user account.

Yes, you can dispose of our new LILLYDOO green diaper packaging in the paper waste, you can tell this by the PAP22 certification. The inside of the bag is covered with a wafer-thin LDPE coating, which ensures that the diapers are just as well protected from environmental influences and pollutants.

We use natural, unbleached pulp for our LILLYDOO green diapers. This ensures a natural, not quite snow-white color.

For our LILLYDOO green diapers, we use unbleached pulp and pack them in paper to reduce plastic waste. Unfortunately, we cannot do without everything to ensure the same absorbency. But in collaboration with Plastic Bank, we remove all of the plastic from the environment that is still contained in our product. This works as follows: A portion of the proceeds from every LILLYDOO green diaper sold goes to Plastic Bank. In this way, we support Plastic Bank in collecting as much plastic from the environment as we use in the product and at the same time help socially disadvantaged population groups in Haiti, the Philippines and Indonesia by making recycling profitable.
You can find more information about the collaboration with Plastic Bank on www.plasticbank.com

While completing your payment by credit card, you may be redirected to your bank to verify the payment through an additional verification step. This step increases the already high security standards at LILLYDOO. Verification of your payment can be done via a code you receive by phone or email, or by using Face ID or Touch ID in your banking app.

We therefore recommend that you:

1. Make sure your personal details are up to date with your bank. In most cases, the code is sent by phone, so keep your mobile phone handy when shopping online.

2. Download your banking app, as you may need to verify your payment via the app on your phone. Once you have downloaded the app, you may need to register with your bank first to fully use the app. Contact your bank to find out more.

If you were unable to complete your order, you can try again using a different payment method. In addition to credit card, we also offer PayPal and purchase on account.
If you keep getting an error message, you can contact your bank as they may be able to help you and provide details about the failed verifications.

To change your payment details, log in to your user account. Under "Subscription & Orders" you can click on "Edit" for your current payment method. Next, select your desired payment method and click on "Change payment method" to save it. You can currently pay by credit card, PayPal or invoice.

Do you have more than one subscription box? Then make sure that the payment methods have been adjusted for all subscriptions.

If you cannot click on "Edit" below your current payment method, we are probably already making your next delivery and you will not be able to change your payment method again until your subscription box has been delivered.

At the moment, payment via PayPal, credit card or invoice is possible.

We will also be offering payment via SEPA direct debit in the future. Payment in advance or by direct bank transfer will probably not be possible.

You are welcome to subscribe to our newsletter, where we will be the first to announce our latest news.

Unfortunately, something can go wrong during payment, which means we are unable to process your delivery any further. If this happened with your order, we are very sorry.

For data protection reasons, we cannot see exactly why a payment does not go through. However, there can be several reasons for this. Payments are always checked again by credit institutions before a transaction. A rejection can occur if the transaction was not authorized by the provider due to technical problems, if the amount deviates from normal purchasing behavior and the transaction was blocked by the provider for security reasons, or if the card limit was exceeded.

You can ask your credit card provider for the exact reason for the rejected transaction.

So that you still receive your package, you can now simply pay via your user account. To do this, go to lillydoo.com/login and log in with your email address and password. Under "My user account", click on "Subscription & orders". Under "My orders" you can now click on the "Pay" button. You can then select your payment method and pay for your order by clicking "pay now". This payment method will be used for future orders. Please note that a delayed update of the data does not automatically change the delivery date.

As soon as we have the new payment details from you, we will send your package.

Payment will be debited from our account after the goods have been dispatched. Approximately 5 working days before the scheduled dispatch, the respective amount will be authorised on the specified payment account (i.e. the amount will be reserved but will not be deemed to have been debited).

The purchase on account is handled entirely by our payment provider Payolution. We will send you the invoice as a PDF document by email. Please also check the spam folder in your email inbox. You can find all relevant payment details on your invoice and transfer the amount to Payolution.

Unfortunately, you cannot view your invoices via your user account, you can only view your order details.

For the sake of the environment, we have also decided not to include your invoice in printed form with your package.

If an invoice cannot be found, we will be happy to send it to you again by email.

Please contact us by email at service@lillydoo.com.

Please first check whether you have specified the intended use correctly. Without the (correct) intended use, your payment cannot be assigned to our payment provider Payolution. Please contact Payolution for further clarification.
If one of your orders is still pending and has not yet been processed, this may be due to incorrect payment processing. Please contact our payment provider here. You can reach Payolution employees by phone at the following email address:

info.paylater@paysafe.com

If you receive payment requests for returned goods, please feel free to contact us so that we can check receipt of your return. Simply send us an email:

Germany: service@lillydoo.de or service@vivoy.de.
Austria: service@lillydoo.at or service@vivoy.at.
Switzerland:service@lillydoo.ch or service@vivoy.ch.
Spain: service@lillydoo.es
Italy: service@lillydoo.it
France:service@lillydoo.fr
The Netherlands: service@lillydoo.nl

If you only want to return part of an order, we ask you to first pay the full amount of your delivery here. As soon as we receive your returned goods, we will refund you the corresponding amount as quickly as possible.

There can be various reasons for this, such as incorrect input data, an unknown address or insufficient creditworthiness.
In these cases, please contact our payment provider Payolution/unzer. You can reach an employee by email at the following email address:

info.paylater@paysafe.com