Welcome in our FAQ. Here, you can find the most asked questions and answers. Is your answer and/or question not given? Please don’t hesitate to contact us.


  • If you place your order before 15.00h CET in the afternoon, your order will be shipped out the same day with the exception of weekends and during bank holidays.
    Once your order is sent, you will receive a tracking number by email so that you can follow the delivery online.

  • No, it depends on the courier when your order is delivered.

  • Yes, shipment costs vary between €5,95 and €24,95 but are free of charge when ordering above a certain amount:

    Shipments to the Netherlands, Germany, Belgium and Luxembourg are free of charge when your order tops 60 euro.
    Shipments to Austria, Denmark, France, Switzerland and The United Kingdom are free of charge when your order tops 75 euro.
    Shipments to Czech Republic, Italy, Liechtenstein, Monaco, Spain and Sweden are free of charge when your order tops 100 euro.
    Shipments to Norway, Poland, Portugal, Bosnia And Herzegovina, Bulgaria, Croatia, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Romania, Serbia, Slovakia and Slovenia are free of charge when your order tops 150 euro.
    To all other countries, shipment is free of charge when your order tops 200 euro.

  • Palais de l'eau works together with DPD and PostNL

  • Yes, all packages sent by Palais de l’eau have a Track & Trace code. You will receive a email with your code.

  • DPD will try to deliver the package again the next day. If you are not at home, the package will be left at a pick up point near your address. You will receive a notification in your mailbox on where to pick it up.

  • We do not charge you Swiss VAT but you usually have to pay them anyway. The Swiss added tax will be invoiced to you by the carrier upon receipt of the goods together with the customs clearance costs and any customs duties. The Swiss VAT is calculated based on the taxable value of the goods. The taxable value of the goods is made up of the cost of the goods, shipping costs, customs clearance costs and any customs duties. For administrative reasons, tax amounts up to CHF 5 are not charged. This tax amount corresponds to an assessment base of CHF 65.00 at the VAT rate of 7.7% (standard rate).

    You can find more information on the customs clearance costs of Swiss Post here


  • Apart from certain accessories (such as buttons and zippers) our products are 100% organic. We use 100% organic cotton with a GOTS certification for the fabric of our products.

  • Organic cotton is produced and certified to organic agricultural standards. The production is made by natural processes, without any artificial inputs unlike non-organic cotton.

    This means that organic cotton is not made with the use of toxic chemicals or genetically modified organisms. Instead, organic cotton is grown on land that has been treated and given sufficient time for at least three years for the removal of all the toxic residues of chemical fertilisers and pesticides used earlier on it. The textile is actually made from original plants that are not genetically modified and that have not been treated with any chemicals like washes, bleaches, colors or scents.

  • The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain.

  • 1. Attach the towel to your body using the push button in the neck
    2. Use both your hands to hold and wash your baby in the baby bathtub
    3. Open the towel with one hand while holding your baby with the other in his/her baby bathtub. With both hands bring your baby to your chest and hold the little one tight.
    4. Place the hoodie of the baby towel over your baby’s head holding him against your body and wrap the towel around him.
    - Happy bathing!

  • All fabrics are produced in Portugal as well as the confection of the items is done in Portugal.

  • The Baby Towel can be used from birth until your little one walks around steady and is big enough for a Toddler Cape. The Baby Towel is big enough to easily dry a kid up to 3 years old so it is up to you when you want to say goodbye to this loving bathing ritual.

  • The Toddler cape will reach your kid’s ankles at 1,5 years old and her or his knees when they turn 5. We want this Toddler Cape to be used many years to be sustainable in every way possible.

Washing instructions

  • All items can be machine washed at 40 degrees celsius. We recommend line-drying all Palais de l'eau products and following further wash and dry instructions as explained in the labels of the Baby Towel, Toddler Cape, Travel Bag and Washclothes.


  • You can pay with Paypal, iDeal, credit card and Klarna achteraf betalen.

    Paypal: via de vertrouwde Paypal omgeving
    iDEAL: via de vertrouwde online betaalomgeving van je bank
    Creditcard: betaling wordt direct afgeschreven van je creditcard
    Achteraf betalen: het bedrag wordt via Klarna gereserveerd en pas afgeschreven nadat je artikel is geleverd

  • You can pay after you receive your order with Klarna. You will receive an invoice digitally (on the email address you fill in) giving you 14 days after you receive your order to pay for it.

  • All our prices are including VAT so you'll always know precisely what to pay.

  • After adding the product to your cart you can proceed to the checkout page to check your order and edit the shipping information. When you agree with the terms and conditions and you are sure that the information and products are correct, you can choose to pay. Depending on your payment method, you will be redirected to the pay page. The order is active after you have paid.

Complaint / guarantee

  • For every product that you buy with us, the lawful guarantee applies. This says that a product is or does what the consumer can expect in all fairness.

  • When you have problems with your order we ask you to please contact us. This can be done through our contact form, email or by calling us.

  • If you have a complaint about our product or service, please contact us through our contact form. You'll receive an answer within 14 days after we receive your complaint. Don't you agree with the solution or can't we find a solution together? Then you can file a complaint through the European ODR Platform (https://ec.europa.eu/consumers/odr/).

  • We'll pay you back the entire purchase sum (including shipping- and payment costs) as soon as possible but within 14 days after receiving the announcement. We can however wait with paying you back until we have received the products or when you have shown proof that you have sent them back to us. For more information, check out our returns and delivery page.

  • Then you can send your complaint to the Geschillencommissie through the European ODR Platform (http://ec.europa.eu/consumers/odr/).


  • You can subscribe through our website. Go to our magazine, open an article and at the bottom you will find a subscribe element. We also work with a form that you can find here.

  • We have included footer at the bottom of the newsletter where you can unsubscribe.

Buying Palais de l'eau products

  • Yes, you can buy our products easily through our webshop.

  • Yes, you can buy our products in one of our many retailers. You can find all these shops here.

  • We are sorry but that is not possible as your order has been placed immediately after your payment came through.

  • It can always happen that something is going wrong in the checkout process. Please contact us so we can help you out and/or see what is going on.

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