Frequently Asked Questions
1. What areas are your services available?
Lavenderia NappyCare is now available in 8 locations across Australia including:
- Sydney Metro (ONLY AVAILABLE in Hills District (not Windsor or Beyond), the Inner West, the Lower North Shore, Eastern Suburbs and Lower Northern Beaches i.e Dee Why to Engadine, Bondi to Penrith).
PLEASE CALL 1300 853 309 BEFORE BOOKING TO CONFIRM SERVICE AREAS! - Central Coast, NSW
- Nambucca and Macleay Valley, NSW
- Wangaratta / Wodonga, VIC
2. How much are your services?
Full Service - $48.50* per week for 50 nappies PLUS a one off Hire Fee for our Full Service Starter Kit**
Washing and Ironing Services - from $6.50 per kilo including pick up and delivery
* Fuel levies may apply to areas outside standard delivery zones.
** Starter Kits are charged at $55 one off fee for all bookings.
Washing and Ironing Services - from $6.50 per kilo including pick up and delivery
* Fuel levies may apply to areas outside standard delivery zones.
** Starter Kits are charged at $55 one off fee for all bookings.
3. What is included in your services?
- Full Service
* Kit hire is a one off lease fee of $55.
The service fee includes a once weekly delivery service to your door, plus all washing, drying, sorting and folding costs for only $48.50 per week.
Please Note: Whilst we strive to provide the best possible service to our clients, as we servicea large Sydney area we are unable to conduct personal one on one installation or demonstration meetings of our nappies. We provide comprehensive videos, photographic manuals and phone support to all our valued cloth loving Mums and Dads.
- Baby Moon Package
* Kit hire is a one off lease fee of $55
The service fee includes twice weekly collection and delivery service to your door, plus all washing, drying, sorting and folding costs for up two baskets of laundry per week (one per collection) for only $85.00 per week.
- Washing and Ironing Services
Single collections are once per week and dual collections are twice per week. Please make your selection from our online store. Services are priced from $6.50 per kilo.
4. how do i purchase a gift voucher?
Gift vouchers can be purchased online via our Online Store for any amount and are valid for any of our services or products and never expire. Vouchers are NON REFUNDABLE however can be transferred to another party with written confirmation.
You will need to provide full name, contact information and delivery details for the recipient when purchasing vouchers. We can also provide an invoice for easy payment or tax purposes. Gift vouchers can be purchased online here.
You can redeem your Gift Voucher at any time. Please email us info@lavenderia.com.au and simply advise us the following information:
- Your full name
- Purchaser full name
- Purchaser email address
- Date of purchase
From there, we will match your voucher with our records to ensure security for yourself and the purchaser. Once we have matched your voucher, you can select ANY product or service that you would like up to the maximum dollar value of your voucher.
Please note that shipping costs of $10 to Sydney clients must be allocated in your 'shopping list' if redeeming for products, instead of services.
You will need to provide full name, contact information and delivery details for the recipient when purchasing vouchers. We can also provide an invoice for easy payment or tax purposes. Gift vouchers can be purchased online here.
You can redeem your Gift Voucher at any time. Please email us info@lavenderia.com.au and simply advise us the following information:
- Your full name
- Purchaser full name
- Purchaser email address
- Date of purchase
From there, we will match your voucher with our records to ensure security for yourself and the purchaser. Once we have matched your voucher, you can select ANY product or service that you would like up to the maximum dollar value of your voucher.
Please note that shipping costs of $10 to Sydney clients must be allocated in your 'shopping list' if redeeming for products, instead of services.
5. how are cloth nappies safer?
We do not use heavy duty chemicals in our daily wash cycles, as this is the number one cause of nappy rash from cloth nappies. Our nappies are washed in specially designed hypo-allergenic detergents. Our nappies are also rinsed 3 times in every laundering cycle to restore a neutral pH balance.
Additionally, our nappies are fitted with stay dry covers made of durable seude cloth to assist in drawing moisture away from the skin and ensure your baby does not sit in wetness. This is another cause of nappy rash and we have ensured our nappy designs stops this from happening. So long as nappies are changed every 2 - 3 hours or more often, you will find nappy rash will rarely, if ever occur.
Disposable nappies provide a stay dry cover and super-absorbent polymers in their core to hold liquid. The SAP’s (super absorbent polymers) are made from a combination of plastic, acetate, sodium and chemicals to create crystals that can hold many times their own weight in liquid. Whilst this is a viable solution for dryness, scientific studies have shown these chemicals are being absorbed into the blood stream of babies and are toxic.
There have also been many cases reported of chemical burns and severe allergic reactions to the chemicals used in disposable nappies, with more and more babies being unable to wear them. Our service designed for sensitive skin gives you a viable and easy to use alternative to avoid the potential dangers of most types of disposable nappies.
Our bamboo biodegradable nappies are hypoallergenic and are designed to be toxin free; no bleach, alcohol, fragrances, phthalates or parabens are used in manufacture.
Additionally, our nappies are fitted with stay dry covers made of durable seude cloth to assist in drawing moisture away from the skin and ensure your baby does not sit in wetness. This is another cause of nappy rash and we have ensured our nappy designs stops this from happening. So long as nappies are changed every 2 - 3 hours or more often, you will find nappy rash will rarely, if ever occur.
Disposable nappies provide a stay dry cover and super-absorbent polymers in their core to hold liquid. The SAP’s (super absorbent polymers) are made from a combination of plastic, acetate, sodium and chemicals to create crystals that can hold many times their own weight in liquid. Whilst this is a viable solution for dryness, scientific studies have shown these chemicals are being absorbed into the blood stream of babies and are toxic.
There have also been many cases reported of chemical burns and severe allergic reactions to the chemicals used in disposable nappies, with more and more babies being unable to wear them. Our service designed for sensitive skin gives you a viable and easy to use alternative to avoid the potential dangers of most types of disposable nappies.
Our bamboo biodegradable nappies are hypoallergenic and are designed to be toxin free; no bleach, alcohol, fragrances, phthalates or parabens are used in manufacture.
6. what do you recommend regarding nappy rash?
Should your child develop nappy rash, start by changing nappies 2 hourly until the rash starts to heal. We offer 100% natural products for sale via our Online Store that have been shown to be very effective treatments for nappy rash.
Additionally, nappy rash is caused by excess irritation in the nappy environment. Babies can become more caustic and irritating to their delicate skin when they are ill or teething, and their urine can burn during this time. Changing more frequently and using a barrier ointment like coconut oil or pawpaw ointment is very effective in stopping burning rashes from acidic urine.
Scientific studies have now shown that the use of cloth nappies does not cause nappy rash anymore than the use of disposable nappies provided the change is changed as frequently as needed.
If you are unsure about when to change your child, simply slip your hand inside the nappy to feel the pocket cover. If this feels wet to the touch, the inserts of your child's nappy are 'full' and your child requires changing. The stay-dry pocket should feel dry to the touch unless the inserts underneath are 'full' which means they will leach back through the pocket fabric. This is when the nappy is ready for changing.
Additionally, nappy rash is caused by excess irritation in the nappy environment. Babies can become more caustic and irritating to their delicate skin when they are ill or teething, and their urine can burn during this time. Changing more frequently and using a barrier ointment like coconut oil or pawpaw ointment is very effective in stopping burning rashes from acidic urine.
Scientific studies have now shown that the use of cloth nappies does not cause nappy rash anymore than the use of disposable nappies provided the change is changed as frequently as needed.
If you are unsure about when to change your child, simply slip your hand inside the nappy to feel the pocket cover. If this feels wet to the touch, the inserts of your child's nappy are 'full' and your child requires changing. The stay-dry pocket should feel dry to the touch unless the inserts underneath are 'full' which means they will leach back through the pocket fabric. This is when the nappy is ready for changing.
7. What are your nappies made of?
Our nappies are made of 3 different elements;
A. PUL Outer
PUL fabric is used as the outer part of the nappy. The term PUL refers to the waterproof laminate that is applied to the fabric {however, in general, people refer to the whole piece of fabric PUL}. As the outside of the nappy is the part that you see the most, there are a huge range of prints and plains available so that you can make your nappies look stylish and fun.
B. Micro fibre terry inserts
Micro fibre terry is a heavy duty polyester blend known to be more absorbant than hemp, bamboo and cotton. Four layers of the highest quality micro fibre terry fabric is used to make the absorbent part of your nappy which we call the “insert”. Please refer to the Our Nappies page with colour photographs for more information.
C. Seude cloth pocket
Suede cloth is a polyester fabric that is human-made. These fabrics are made from recycled PET (Polyethylene terephthanlate). These fabrics are known as ‘wicking’ fabrics, as they will not absorb and hold the moisture, but will draw the liquid through to the absorbent layer below which is where the inserts you place inside the pockets can do the work of absorbing and holding moisture. Our suede cloth pocket means your baby's bottom will stay dry and comfortable as they are not sitting in wetness.
A. PUL Outer
PUL fabric is used as the outer part of the nappy. The term PUL refers to the waterproof laminate that is applied to the fabric {however, in general, people refer to the whole piece of fabric PUL}. As the outside of the nappy is the part that you see the most, there are a huge range of prints and plains available so that you can make your nappies look stylish and fun.
B. Micro fibre terry inserts
Micro fibre terry is a heavy duty polyester blend known to be more absorbant than hemp, bamboo and cotton. Four layers of the highest quality micro fibre terry fabric is used to make the absorbent part of your nappy which we call the “insert”. Please refer to the Our Nappies page with colour photographs for more information.
C. Seude cloth pocket
Suede cloth is a polyester fabric that is human-made. These fabrics are made from recycled PET (Polyethylene terephthanlate). These fabrics are known as ‘wicking’ fabrics, as they will not absorb and hold the moisture, but will draw the liquid through to the absorbent layer below which is where the inserts you place inside the pockets can do the work of absorbing and holding moisture. Our suede cloth pocket means your baby's bottom will stay dry and comfortable as they are not sitting in wetness.
8. what are your nappies like?
Our nappies are a “pocket style”. They are shaped just like a disposable nappy with tabs and fitted legs. We also have side leg gussets in our nappies to prevent leakage. If these gussets are used correctly, tucked into the nappy right up to the groin or crease of the leg they are very effective against leaking. It is important to note that with disposables you pull gussets OUT of the nappy. With our nappies, the gussets must be tucked INSIDE the nappy, right up to the crease of the groin area.
Simply place one or two inserts into the pocket of the nappy and fit to the child using the sizing snaps at the front. It’s that easy! You can refer to our nappy instructions here or watch our demonstration videos here for more details.
Simply place one or two inserts into the pocket of the nappy and fit to the child using the sizing snaps at the front. It’s that easy! You can refer to our nappy instructions here or watch our demonstration videos here for more details.
9. what do we do about soiled nappies?
There are two options we provide to make this process as easy as possible for you.
Firstly, we provide either cellulose flushable liners. These are very effective at catching up to 80% of solid fecal matter. They can simply be removed and flushed down the toilet just like toilet paper (not always suitable for septic systems so please be careful).
Secondly, we can provide a hose attachment that can be used on any tap in your home. You can then hose off any remaining fecal matter into the toilet and flush it away, storing your nappy in the nappy bin we provide.
Firstly, we provide either cellulose flushable liners. These are very effective at catching up to 80% of solid fecal matter. They can simply be removed and flushed down the toilet just like toilet paper (not always suitable for septic systems so please be careful).
Secondly, we can provide a hose attachment that can be used on any tap in your home. You can then hose off any remaining fecal matter into the toilet and flush it away, storing your nappy in the nappy bin we provide.
10. how often should we change the nappies?
We recommend that you change your modern cloth nappies every 2 - 3 hours as a minimum. This ensures your baby stays dry and comfortable.
As children get older, they will need changing less often however we still recommend a minimum of 3 hourly changes. Night times can be done according to suit your schedule, using our Night Booster package or the extra inserts provided.
If you are unsure about when to change your child, simply slip your hand inside the nappy to feel the pocket cover. If this feels wet to the touch, your child's nappy is 'full' and requires changing. The stay-dry pocket should feel dry to the touch unless the inserts underneath are 'full' which means they will leach back through the pocket fabric. This is when the nappy is ready for changing.
As children get older, they will need changing less often however we still recommend a minimum of 3 hourly changes. Night times can be done according to suit your schedule, using our Night Booster package or the extra inserts provided.
If you are unsure about when to change your child, simply slip your hand inside the nappy to feel the pocket cover. If this feels wet to the touch, your child's nappy is 'full' and requires changing. The stay-dry pocket should feel dry to the touch unless the inserts underneath are 'full' which means they will leach back through the pocket fabric. This is when the nappy is ready for changing.
11. How do you wash and sanitise the nappies?
Our nappies are washed according to Australian Laundry Standards ASO 2000:4146.
They are washed in cold water with a combination of eco-friendly, grey water safe, phosphate free detergent and a water treatment product used to sanitise water and neutralise detergent residue. We engage in regular micro-biology testing to ensure each and every load is hygenically clean. We have over 6 years of data and government recognised research regarding our washing processes and sanitation.
In addition, we also use thermal disinfection via our drying system to ensure that there is no possible way any bacteria or virus could survive.
We have been servicing the Early Learning and Child Care industry for 6 years now and must ensure the highest possible hygiene standard in line with the standards of that industry. No other service provider can back up their claims as much as we can! Make the safer choice - choose a Lavenderia Service Provider!
They are washed in cold water with a combination of eco-friendly, grey water safe, phosphate free detergent and a water treatment product used to sanitise water and neutralise detergent residue. We engage in regular micro-biology testing to ensure each and every load is hygenically clean. We have over 6 years of data and government recognised research regarding our washing processes and sanitation.
In addition, we also use thermal disinfection via our drying system to ensure that there is no possible way any bacteria or virus could survive.
We have been servicing the Early Learning and Child Care industry for 6 years now and must ensure the highest possible hygiene standard in line with the standards of that industry. No other service provider can back up their claims as much as we can! Make the safer choice - choose a Lavenderia Service Provider!
12. What about cross contamination?
Our nappies are hygienically washed according to Australian Laundry Standards (ASO2000:4146) and all our equipment sanitised after each delivery cycle.
Therefore our standards of hygiene are akin to those of the healthcare industry.
We are regularly tested for bacterial count to ensure we are meeting (we prefer exceeding!) quality standards for the industry. It is one of the most vital aspects of this business and we spend a lot of time and resources on ensuring we exceed Australian Laundry Standards, environmentally and hygienically.
Therefore our standards of hygiene are akin to those of the healthcare industry.
We are regularly tested for bacterial count to ensure we are meeting (we prefer exceeding!) quality standards for the industry. It is one of the most vital aspects of this business and we spend a lot of time and resources on ensuring we exceed Australian Laundry Standards, environmentally and hygienically.
13. how do your service costs compare to disposable nappy costs?
We have worked very hard to ensure our prices are as competitive as they can be for our services. Obviously, we can not compete with the bulk disposables from supermarkets however our services start from as low as 50c per nappy, washed & delivered to your door. Most eco-friendly disposable nappies start from around 60c per nappy.
We also offer half price discounts for multiple children i.e. If you have twins, we offer our services at 50% off the second set of nappies. If you have triplets, you receive the third service free AND the second service at half price.
We also offer half price discounts for multiple children i.e. If you have twins, we offer our services at 50% off the second set of nappies. If you have triplets, you receive the third service free AND the second service at half price.
14. after signing up, when do deliveries occur?
This is dependent on what area you live in. Generally, we are able to arrange your Starter Kit to be delivered to your home within 1 week of you contacting us to confirm you are ready to start.
The cut off for new clients is MONDAY MIDDAY. This allows our team plenty of time to arrange your Starter Kit and products. Any orders received outside of this time (later than midday) will be delivered the following week.
This is dependent on the concentration of clients in your area and changes weekly. Please call us on 1300 853 309 to let us know your suburb and we can provide you details of your delivery days and times and to confirm we can provide services to your chosen location BEFORE booking.
The cut off for new clients is MONDAY MIDDAY. This allows our team plenty of time to arrange your Starter Kit and products. Any orders received outside of this time (later than midday) will be delivered the following week.
This is dependent on the concentration of clients in your area and changes weekly. Please call us on 1300 853 309 to let us know your suburb and we can provide you details of your delivery days and times and to confirm we can provide services to your chosen location BEFORE booking.
15. What if I forget to leave my nappies out for collection?
We understand that you are very busy and have lots of things on your mind. We make this very easy for you by sending you an SMS reminder at 7pm on the night before you are due to place our nappies out for collection.
If for some reason you do forget to place your nappies out for collection, please immediately advise us of this via email info@lavenderia.com.au.
We can sometimes arrange that your nappies be collected on the next delivery day (usually the next day) however this is not always possible. If your nappies have not been placed out for collection and you did receive our SMS reminder, you forfeit the service for that period. We will collect your nappies the next scheduled delivery day for your area.
If for some reason you do forget to place your nappies out for collection, please immediately advise us of this via email info@lavenderia.com.au.
We can sometimes arrange that your nappies be collected on the next delivery day (usually the next day) however this is not always possible. If your nappies have not been placed out for collection and you did receive our SMS reminder, you forfeit the service for that period. We will collect your nappies the next scheduled delivery day for your area.
16. can i suspend my service to go on holidays?
Yes. You can suspend your service with us providing you give 48 hours notice, minimum. We can then issue a credit to you for the period of your suspension until you return to the service.
Our drivers will collect your nappies on your last service day before your suspension, have them cleaned and hold them until your return.
Suspensions outside of 48 hours notice will not be given a credit for the time period that you are away.
Our drivers will collect your nappies on your last service day before your suspension, have them cleaned and hold them until your return.
Suspensions outside of 48 hours notice will not be given a credit for the time period that you are away.
17. what are your service terms and conditions?
You can download a copy of our full Terms and Conditions for standard (non-leased) washing and ironing services here and for our Full Nappy Services here.
We do not offer a cooling off period however if you experience any difficulties, simply call our friendly team on 1300 853 309 to discuss your concerns with them. We can issue a store credit for any of our products or services which is valid for 1 year from the date of commencement of your service.
Gift vouchers are non-refundable. Service purchases are non-refundable except in the event of being unable to provide the service adequately (this does NOT include wait listing for stock shortages which can cause short delays during peak season and is clearly noted on the product descriptions and should be noted before purchasing any services).
Please refer to our Refund Policy here for more information.
We do not offer a cooling off period however if you experience any difficulties, simply call our friendly team on 1300 853 309 to discuss your concerns with them. We can issue a store credit for any of our products or services which is valid for 1 year from the date of commencement of your service.
Gift vouchers are non-refundable. Service purchases are non-refundable except in the event of being unable to provide the service adequately (this does NOT include wait listing for stock shortages which can cause short delays during peak season and is clearly noted on the product descriptions and should be noted before purchasing any services).
Please refer to our Refund Policy here for more information.
18. I love your service! Can i refer friends and family?
Yes please! We LOVE receiving referrals and will gift you ONE FREE WEEK for each referral we receive that books a service with us.
We do operate an Advocacy program and we offer substantial discounts on our services or commissions for referrals we receive from our happy clients. Please read more about our Advocacy program here.
We do operate an Advocacy program and we offer substantial discounts on our services or commissions for referrals we receive from our happy clients. Please read more about our Advocacy program here.
19. i need to make a complaint.
In the event that you are unhappy with one of our staff or our services, please call 1300 853 309 and request to speak with Louisa Forrest, the Managing Director.
Louisa will listen to the details of your complaint, noting down important areas for improvement and ensure that your issue is completely resolved to your satisfaction. Louisa has been in the customer service industry for many years and is committed to ensuring the highest level of service to all clients of Lavenderia.
You may also email Louisa directly here.
Louisa will listen to the details of your complaint, noting down important areas for improvement and ensure that your issue is completely resolved to your satisfaction. Louisa has been in the customer service industry for many years and is committed to ensuring the highest level of service to all clients of Lavenderia.
You may also email Louisa directly here.
20. what time do deliveries commence?
All deliveries are conducted during the day, from 7am Sydney wide. As such, Starter Kits and Basic Kits need to be left somewhere safe and secure. It is the responsibility of the client to ensure a safe location for deliveries to be made, as per the Terms and Conditions of the service.
Whilst we do our best to tailor every aspect of the service, delivery times can not be confirmed or pre-arranged due to the number of deliveries conducted and the changing schedule each week.
Whilst we do our best to tailor every aspect of the service, delivery times can not be confirmed or pre-arranged due to the number of deliveries conducted and the changing schedule each week.
21. what payment options do you have?
1. VISA, MasterCard
Simply make your selection via our Online Store and enter your VISA or MasterCard credit card details into the Secure Checkout Facility.
2. PayPal - UPFRONT
Simply make your selection via our Online Store and enter your PayPal account details into the Secure Checkout Facility.
3. PayPal - Autopay Weekly or Monthly
Select the appropriate AUTOPAY payment option for renewing or continuing a service and complete your PayPal details.
You will be billed via PayPal each week or month according to your selection.
You can cancel anytime by logging into your PayPal account.
4. Invoice
We can create an invoice for you for either upfront or weekly, fortnightly or month payments.
Please contact us here to request an invoice.
5. Pay By Phone
Simply call 1300 853 309 during business hours and provide us your credit card details over the phone.
We will then process your credit card automatically weekly, fortnightly or monthly or as a one off transaction. You can cancel ongoing transactions anytime by emailing us here.
Simply make your selection via our Online Store and enter your VISA or MasterCard credit card details into the Secure Checkout Facility.
2. PayPal - UPFRONT
Simply make your selection via our Online Store and enter your PayPal account details into the Secure Checkout Facility.
3. PayPal - Autopay Weekly or Monthly
Select the appropriate AUTOPAY payment option for renewing or continuing a service and complete your PayPal details.
You will be billed via PayPal each week or month according to your selection.
You can cancel anytime by logging into your PayPal account.
4. Invoice
We can create an invoice for you for either upfront or weekly, fortnightly or month payments.
Please contact us here to request an invoice.
5. Pay By Phone
Simply call 1300 853 309 during business hours and provide us your credit card details over the phone.
We will then process your credit card automatically weekly, fortnightly or monthly or as a one off transaction. You can cancel ongoing transactions anytime by emailing us here.
22. how do we replace liners and items from the starter kit?
We provide the initial roll of flushable liners and 50g of Dry Soak solution free or charge.
We request that you purchase more via our Online Store when you need them. These items will be delivered to you free of charge via your next scheduled delivery. Cut off for orders is midday the day before your scheduled delivery.
Any items missing from the returned Starter Kit at the end of your service will be billed to you. Invoices are issued on strict 7 day terms.
We request that you purchase more via our Online Store when you need them. These items will be delivered to you free of charge via your next scheduled delivery. Cut off for orders is midday the day before your scheduled delivery.
Any items missing from the returned Starter Kit at the end of your service will be billed to you. Invoices are issued on strict 7 day terms.