FAQs

Frequently Asked Questions

Orders & Shipping

Where is my order located?

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What are the shipping times?

If you order and pay by 12 noon, your order will leave our manufactory on the same day (except for personalized additional products). Shipping times in Austria are normally approx. 1-2 working days and within Europe approx. 3-7 working days.

Can the parcel be sent in the child's name or to a Packet Station?

We not only want our deliveries to be convenient for our customers, we also want to do our bit for the environment. We therefore recommend that the parcel is delivered to the parents’ address. This ensures that the parcel is accepted on the first delivery and avoids unnecessary returns.

Of course, we can also deliver to a parcel station, but remember to pick up the parcel reliably so that it is not returned to us at a high cost.

How do I know my package has shipped?

We currently only ship within Europe to certain defined countries. However, if you would like to have your parcel delivered to another country, you can specify a parcel forwarding station. The station will then forward the parcel to your destination country. However, you would then have to organize this step yourself. Please send us a message at hello@windeltorte.com if you have any questions.

Product Changes & Information?

Can I order a different diaper brand or size?

We are convinced of the Lillydoo diapers for our children and can recommend them with a clear conscience. We therefore use them for our products in order to guarantee the best possible quality. Unfortunately, we cannot use any other diaper size. Size 3 has proven to be the best-selling size and for logistical reasons we cannot offer several sizes.

Do you also do other motifs or special projects on request?

We are also happy to create special motifs on request. Depending on the workload and availability of materials, we can conjure up just about anything.

Do you also personalize existing models or can you also produce a special motif for companies?

On request and at extra cost, our designs can be personalized with a pacifier chain, name tags, company logos or even printed bodysuits.

Does the diaper size fit the child?

Lillydoo, our manufacturer, estimates that size 3 diapers are suitable for children between 6-10 kg. However, it can vary depending on the size of the child. Therefore, unfortunately, we cannot give you a universally valid answer. It is also not possible for us to convert to clothing or body size.

What materials do you use?

Our team consists mainly of mothers and fathers who have children themselves and know exactly what is needed for babies. The principle here is: only use items that you would give to your baby yourself! Of course, this also means that we only purchase certified and tested baby products from reputable manufacturers.

Troubles or other questions?

I have problems with payment - what can I do?

We work with various payment providers who provide our payment services. It can happen that there are problems with these providers that have a direct impact on our store. No problem, just send us an e-mail and we will find a solution together. Often it also helps to simply place another order and we will then cancel the unpaid order.

I would like to return my ordered goods - how do I do that?

This is of course possible within 14 days of receipt of the goods as part of the right of objection for non-personalized goods. With our simple returns portal https://windeltorte.shipping-portal.com/rp/, you can return your order to us free of charge in just a few steps. All you need is your zip code and order number or track & trace number.