FAQ - Lyla


Some questions we’re often asked…

Here at Lyla we want you to feel entirely comfortable when making a payment to us. You, our customers, are the reason we are here and we want to demonstrate how much we care about you. That is why we use the latest security technology for online selling.  We accept all major credit cards, Visa, Mastercard, American Express and Maestro and our website has an SSL Certificate. This activates a padlock and https protocol and allows secure connections from a web server to a browser. You can see the padlock to the left of our website address in the URL bar at the top of the screen. Typically, SSL is used to secure credit card transactions, data transfer and logins, and more recently is becoming the norm when securing browsing of social media sites. So you can be confident that when you order your products they will arrive safely and your personal details are secure.

Lyla is committed to helping the environment.
We manage all waste in an eco-friendly and sustainable way. Most of our waste is not produced during manufacturing, but through product packaging, so we work with suppliers to ensure all waste is disposed of correctly for the benefit of the environment.
Our objective is to reuse and recycle where possible, and we do this with almost 100% of all our waste. We insist all outer packaging is made of 100% recycled material.
As a healthcare supplier, Lyla wants to find the right balance between reducing cardboard quantities and making sure our products are well protected. The inner product packaging is subject to regulations for medical and sterile products therefore cannot be easily changed to comply with environmental standards.
We do, however, maintain a constant review of product packaging in general, to achieve as small a range of sizes as possible and to ensure optimal compromise between product protection and volume of content.
Let’s all do our bit for the planet!

We certainly believe we have the softest, most comfortable and most absorbent products on the market for bladder weakness and incontinence – and our thousands of happy customers agree with us going by our many Trustpilot reviews – 4.8 Excellent.

No. There are many reasons why you shouldn’t use sanitary pads for incontinence as they are designed to do entirely different things.

Here are the three main reasons why you shouldn’t.


Sanitary products are designed to hold menstrual flow whereas incontinence pads are designed to absorb the rapid flow of urine. Additionally, incontinence pads are designed to absorb and hold much more fluid than menstrual pads, which means you will have fewer leaks.

Odor Control

Many bladder control pads are made with a wicking fabric that draws moisture away from the skin and eliminates urine odours. Some also contain special gels that change the urine into a more solid substance, which helps with odour.

Skin Protection

The same wicking fabric and gel that help control odour also help protect the skin. Incontinence pads neutralize acidic urine, which can cause skin rashes if left unchanged.

Customers should receive their orders the next working day, if they have been placed before 12 noon. In some rare circumstances they can take a little longer – if you have not received your delivery after five days please contact us and we will chase it up.

Yes, if you choose to have your pack delivered by DPD there are plenty of options to choose from. You can change your delivery date, have your parcel left in a ‘safe place’ at your address, or have it left with a neighbour. Alternatively they can drop it off at a local shop or you can collect from the depot.

Yes, you can cancel or suspend your VIP Repeat Order at anytime. You can do this through your online account or by contacting customer services on 0345 305 2712.

You will be charged for your first month’s pack on the day you place your order. Subsequent, monthly, recurring payments are made on the following basis;

If a VIP Repeat Order is purchased on the last day of the month, recurring payments will continue to be charged on the last day of the month. For example, if a £20 / month repeat order is purchased on the 31st December, its next 4 payments will be charged on:
31st January
28th February (or 29th February for a leap year)
31st March
30th April

This system will also be used if the day a payment is normally charged is not the last day of the month, but it is on the 28th, 29th or 30th day of the month, and the next payment is due in February, which has no 30th day (and no 29th day in non-leap years).