Frequently Asked Questions
Order
Has my order been successfully placed?
Immediately after completing your order, you will automatically receive an order confirmation by email. Can’t find an email from Ziloen in your inbox? Please check your spam or junk folder. If it’s not there either, feel free to contact us at klantenservice[a]ziloen.nl. There may be a small error in the email address you provided.
Can I still change my order?
In most cases, this is still possible. Please contact us as soon as possible by sending an email to klantenservice[a]ziloen.nl.
The item I wanted to order is out of stock. Can I still order it?

We strive to keep our items in stock. Is the item you selected currently out of stock? There’s a good chance it will be restocked soon.

Would you like to receive an email when the item is back in stock? You can! Go to the product page and enter your email address (for your preferred size) under “EMAIL ME WHEN AVAILABLE.” You will then receive an email from us as soon as the item is restocked.
How can I add a comment to my order?

Do you have a comment regarding your order, such as a request for gift wrapping or to combine two orders? You can add this in the designated comments field.
Payment
Which payment method(s) can I use?

At Ziloen, you can pay using all major online payment methods: iDeal, PayPal, Visa, MasterCard, Bancontact/Mister Cash, KBC, SOFORT Banking, Belfius, ING Home’Pay, Cartes Bancaires, EPS, American Express, Giropay and Maestro.

We use the secure payment systems of Shopify Payments, powered by Mollie Payments.
Shipping
What are the shipping costs?

Shipping costs differ per country based on the number of items, weight and courier (of your choosing). Please put the desired products in your cart and fill in your address upon checkout (click 'next'), to see specific shipping costs. Shipping on orders above €300,- is free worldwide!

The Netherlands: €4,95 (free shipping on orders > €75,-)
Belgium: €5,95 (free shipping on orders > €75,-)
Germany: €6,95 (free shipping on orders > €100,-), 
Other EU countries: starting from €9,95 (free shipping on orders > €150 / €200 / €300 depending on country)
Outside EU: €29,95 (free shipping on orders > €300,-)
Can I collect my order?

This option is only available for orders with a delivery address within the Netherlands. If you would like to collect your order, please select “Pick up” during checkout.

Orders can be collected from Tuesday to Friday between 10:00 and 16:00. You are welcome to simply stop by; there is no need to email us in advance or make an appointment.

OUR ADDRESS:

Ziloen
Industrieweg 15
6662 PA Elst (Gelderland)
The Netherlands

The Ziloen building is newly constructed and some navigation systems may not yet show the correct location. If this applies to you, please search for Industrieweg 28: BMW Motorcycle garage Simako BDM (our neighbours across the street).

See you soon!
How long will it take for my order to arrive?
Orders placed and paid for before 15:30 are shipped the same day. For orders within the Netherlands, you will usually receive your order the next working day. Please note that the final delivery time depends on the carrier; once the package has been handed over to the delivery service, we no longer have any influence over the delivery process. International shipments have a transit time of approximately 2-21 working days. It depends largely on clearance by customs. Transit times to Belgium, France, UK, Germany and Luxemburg (1-2 working days) and most of Western, Middle and Northern Europe (3-5 working days) are a bit shorter. After your order has been processed, you will always receive a Track & Trace code, allowing you to follow your package.
Does Ziloen ship internationally?
We ship worldwide! Depending on your country of residence, we offer free shipping on orders over €150 (LUX, GB, GER, DEN, FIN, FR, IE, IT, MON, AUT, PL, POR, SLO, SPA, CZ & SWE) and €300 (Rest of World). All international parcels are shipped insured with PostNL International’s premium service. You will always receive a Track & Trace code so you can follow your order.
Can I have my order delivered as a gift?
There is nothing nicer than receiving a beautifully wrapped package! That’s why we make sure every order is carefully and beautifully packaged. Would you like to have your order delivered as a gift to someone else, including a personal message? Simply add your message in the comments field during checkout.
Returns & Exchanges
I received a wrong item. What should I do?

Did you accidentally receive the wrong size, colour or item? Simply register the item for return through our Return Portal. We will be happy to resolve this for you.
Can I exchange an item?

Items that are not to your satisfaction can be returned within 14 days. You can then place a new online order for the desired products.

You can register your return through our Return Portal. The return shipping costs and risk of loss are the responsibility of the customer. If you choose a voucher instead of a refund when registering your return, you will receive a free return label from us (please note: the voucher will only be issued after we have received and processed your return).

Returns are processed as quickly as possible (within a maximum of two weeks after receipt). Once your return has been processed, you will receive an email confirmation and the refund amount will be transferred to you.

RETURN CONDITIONS

  • The item is in its original (plastic) packaging with all attached tags;
  • The item is unworn and unwashed;
  • You have not attempted to repair any defects yourself;
  • The packing slip is included;
  • The return shipment has sufficient postage.

If the items do not meet the above conditions, we cannot accept the return. The items will then be returned to the sender at the sender’s expense.
How can I return items?

Items that are not to your satisfaction can be returned within 14 days (provided they meet the conditions below). You can register your return through our Return Portal.

The return shipping costs and the risk of loss during the return shipment are the responsibility of the customer. If you choose a voucher instead of a refund when registering your return, you will receive a free return label from us! (Please note: the voucher will only be issued after we have received and processed your return.)

Returns are processed as quickly as possible, but no later than two weeks after receipt. Once your return has been processed, you will receive an email confirmation and the refund amount will be transferred to you.

Has the two-week processing period passed? Please send us a message including your order number and the Track & Trace code of your return shipment.

RETURN CONDITIONS

  • The item is in its original (plastic) packaging with all attached tags;
  • The item is unworn and unwashed;
  • You have not attempted to repair any defects yourself;
  • The packing slip is included;
  • The return shipment has sufficient postage.

If the items do not meet the above conditions, we cannot accept the return. The items will then be returned to the sender at the sender’s expense.
Wool questions
Help! My wool item has shrunk. What should I do?
How unfortunate! Unfortunately, most washing machines are not properly set up for delicate wool items. We regularly hear that washing machines rinse with cold water or spin at a speed that is too high, causing the wool fibres to “shock” and shrink. If your wool item comes out of the wash felted and makes a crackling sound when you move it, unfortunately it cannot be saved. Wool will always be slightly smaller after washing, so it needs your help to return to its original shape. If your wool item is already dry, first wet it again. You can then gently stretch the item back into shape. Afterwards, leave it to dry flat. There is a good chance it will look just like it did when you bought it!
Do I need to wash the clothes before first use?
All clothing items are naturally clean, as they are made from organic wool and have not been handled by many people like they often are in brick-and-mortar stores. However, our experience is that the clothes do become softer after washing. We personally always wash items that are worn directly against the skin, as this makes them feel just a little softer! We do not wash knitted items and items made from wool fleece/boiled wool, or wash them as little as possible, as they can become less beautiful and these items are usually worn over another layer. We also have a blog about washing wool clothing that you might enjoy reading! You can find the blog here.
How can I best wash my purchases?
Always follow the care and washing instructions indicated on the clothing labels.In general, the following washing instructions apply:Wool: hand wash at a maximum of 30°CWool/silk: hand wash at a maximum of 30°CSilk: hand wash at a maximum of 30°CWool/silk/cotton: hand wash at a maximum of 30°CCotton: varies by productIf a problem occurs while following the washing instructions provided on the clothing labels, please contact us via the contact form. Describe the issue and include your order number. We will be happy to look for a suitable solution together with you.
What is the difference between wool and wool/silk?
Welcome to the wonderful world of wool! Wool is, as you may already know, naturally temperature regulating. It feels soft against the skin and is perfect for both young and old. Wool can absorb around 30% of its own weight in moisture without feeling wet. This helps prevent your little one from getting too cold. That makes wool especially comfortable during the colder winter months. Silk has the unique ability to retain warmth when it is cold, while also having a cooling effect in warmer conditions. But silk also provides a gentle layer of protection against external stimuli. Newborn babies are especially sensitive to this due to their open fontanelle, but older children can also benefit from wearing silk. Like wool, silk feels wonderfully soft against the skin. You can imagine that a combination of the two creates a very comfortable fabric, suitable for both the tiniest babies and older children. But don’t forget yourself! Thanks to its cooling properties, wool/silk is also wonderful to wear in summer, even as pyjamas. Wool absorbs moisture while silk has a cooling effect, making it an incredibly comfortable choice for sleeping. The choice between wool and wool/silk is very personal. If you tend to get warm easily, wool/silk may already be enough for you or your child during winter. We hope this information helps make your choice a little easier. If you would still like personal advice, please feel free to contact us via the contact form.
How can I remove stains from my wool item?

Oh dear, your beloved wool item has a stain!

Wool is naturally self-cleaning, but unfortunately, sometimes nature needs a little help when a stain appears. We have included care instructions with all our items, so you know whether an item can be washed in the washing machine or is better washed by hand. This way, you can be sure your wool item stays beautiful and does not shrink.

For transparent stains, for example if your little one has wet the wool item, it is best to wash it gently by hand with a small amount of wool detergent and leave it to dry flat.

For all other (localised) stains, we recommend using gall soap. Slightly dampen your wool item and gently rub a little soap onto the stain. Rinse it out and repeat if necessary. Afterwards, you can wash the wool item with wool detergent (by hand, or in the washing machine if permitted according to the care label).

For stubborn stains, sunlight works wonders! Place your washed wool item outside to dry, and let the sun do the work for you.

We also have a blog about washing wool clothing that you might enjoy reading! You can find the blog here.
What is the difference between the jackets/overalls from Engel Natur, Disana and Cosilana?

In our experience, the overalls and jackets from Disana, Cosilana and Engel are all wonderful choices.

When it comes to the fabrics, the overalls/jackets from Engel and Cosilana are made from wool fleece (Engel’s items are made entirely from wool, while Cosilana’s are made from a wool/cotton blend). Wool fleece is a lightweight, soft and fluffy fabric.

The jackets/overalls from Disana are made from boiled wool. This is a denser material, but still very flexible and comfortable. Boiled wool is also slightly more wind-resistant.

For all three brands, our advice is to work with layers as the temperature drops. Our little ones wear these jackets throughout the entire winter. On colder days, we add a thick sweater underneath. This way, you can easily adjust the number of layers depending on the weather. This makes the jackets warm enough for winter, while also allowing them to be worn during autumn and spring!

The overalls and jackets have a generous fit. We have included the measurements under the product photos for each item, so it may be helpful to check those before ordering.
Why is my (new) wool item pilling?

We understand that it can be a little disappointing at first; when new, wool items are beautifully smooth and soft! However, pilling is (unfortunately) a natural process that can occur with wool.

Pilling or fluff occurs due to friction on the fabric. The wool fibres become tangled around each other, creating small balls on the surface of the fabric. This can happen simply through wearing the item. Pilling is not related to the price or quality of the product; it is simply an unavoidable characteristic of many types of wool. Fortunately, it usually only happens during the initial period of use.

If the little fluff balls bother you, you can easily remove them. There are special fabric shavers available for this purpose, which work like a small razor. We sell one as well, you can find it here!
Need help creating a natural baby essentials list?

Pregnant? Congratulations!

Now that you know you’re expecting, many questions may come to mind. Besides the things you are already familiar with and the advice you may have received from home, you naturally want to explore and discover what feels right for you and your baby.

We have carefully thought about this and created this list to help you prepare. We hope it will be a helpful guide on your journey.

Happy shopping!
Other