Frequently asked questions

Neloura is a no-rinse cleanser for the diaper area. Its blend of water and nourishing oils helps lift residue with less rubbing and leaves a light caring layer behind, so it replaces a wet wipe during routine diaper changes.

Apply a small amount to a clean pad or soft cloth and wipe gently. Use a fresh pad as needed. There is no need to rinse or dry the skin before putting on a clean diaper.

Yes. Use the front of the diaper to remove the bulk first, then use Neloura on a clean pad or soft cloth. Repeat with a fresh pad as needed.

No. Neloura 3-in-1 Diaper Change Cleanser is made for everyday diaper care. It is not intended to diagnose, treat, cure, or prevent diaper rash or another medical condition.

Neloura is safe from birth, dermatologist tested and suitable for sensitive skin. We do not make a hypoallergenic claim. If your baby was born prematurely, has broken skin or a diagnosed skin condition, or is receiving medical care, ask your healthcare provider before introducing a new skincare product.

Yes. Neloura is USDA Certified Organic, certified by Pro-Cert, and made in Canada.

Neloura is made with aloe leaf juice, olive fruit oil, witch hazel extract, glycerin, shea butter, turkey tail mushroom extract, chamomile flower extract, beeswax, sodium lactate, lecithin, tocopherol, mullein leaf extract, xanthan gum, and sodium citrate. See the ingredients section for the complete INCI list.

No. Neloura is not fragrance-free. The complete ingredient list is available in the ingredients section.

Neloura is cruelty-free. It is not vegan because it contains beeswax.

Cloth-diaper materials and wash routines vary. Use only the amount needed, follow the diaper manufacturer's care instructions, and test Neloura with your routine before making it your everyday choice.

Newborns need more frequent diaper changes, so you may finish a bottle sooner. As your baby gets older, a bottle usually lasts about two months; this varies with bottle size and use. Use within six months of opening and store closed at room temperature, away from sunlight and excessive heat.

Stop using the cleanser. Contact your baby's healthcare provider if the reaction is persistent, worsening, painful, or concerning. Please also email help@nelourababy.com with your order number, the bottle's lot number, photos if helpful, and a description of what happened.

We ship to eligible addresses in Canada and the United States through Chit Chats and its partner carriers. Standard shipping is CA$5 in Canada below CA$40 and US$5 in the U.S. below US$40. Shipping is free from CA$40 in Canada and US$40 in the U.S. Order thresholds apply after discounts and before tax.

Most orders are prepared within 1–2 business days. After Chit Chats receives your parcel, Canadian delivery is estimated at 2–10 business days and U.S. delivery at 3–9 business days. These estimates exclude preparation time and are not guarantees. See our Shipping page for tracking, duties and destination details.

We will email tracking information when it is available. The first scan may take 1–3 days to appear. For an address error, delay, damage, leak or incorrect item, email help@nelourababy.com with your order number and photos when relevant. Address changes cannot be guaranteed after fulfilment begins. Keep the product and packaging while we help resolve the issue.

You may request a return within 30 days of delivery for unopened, unused products purchased directly from Neloura Baby. Customers pay change-of-mind return postage; original paid shipping is not refunded and there is no restocking fee. For damaged, leaking, defective or incorrect goods, Neloura covers the appropriate resolution and relevant shipping. Contact help@nelourababy.com before returning anything. See our Returns page for full terms, including opened-product concerns and partial bundle returns. This return policy does not limit your rights under applicable consumer law.

With Subscribe & save, the 200 ml bottle is CA$20 per delivery, with a choice of every 4, 6 or 8 weeks. Shipping and applicable taxes are additional and shown at checkout. The 100 ml bottle and bundles are one-time purchases.

We will email you before each recurring charge. Manage your subscription through your customer account, or email help@nelourababy.com for help with a change, skip, pause or cancellation before processing begins.