FAQ

Everything you need to know about our products, silk, and your order.

01

Our Products

What are the benefits of a silk pillowcase?

Silk helps preserve skin hydration and limits friction, breakage, and frizz. Where cotton absorbs and snags, silk allows skin and hair to glide: pillow creases are less visible upon waking, and hairstyles hold up better from one morning to the next.

Our pillowcase is made of 22-momme silk, a dense, supple weave designed to last.

What are the benefits of a silk bonnet?

It wraps around the entire head of hair overnight. The lengths no longer rub against the fabric: less breakage, fewer frizzes, and better-preserved hydration.

It also keeps a blowout, curls, or an overnight treatment intact until morning.

What are 3D sleep masks used for?

Their 3D shape creates space around the eyes: the mask does not touch the eyelashes, which keep their curl upon waking. Coverage remains complete, allowing you to sleep in total darkness and promote deep sleep.

We offer two models, both adjustable: one closes with a velcro strap, the other with an adjustable elastic band. They are particularly suitable for eyelash extensions and long-wear mascara.

How does the heatless curling set work?

You wrap your hair around the curler before going to sleep, and remove it in the morning. The curl forms overnight, without any iron, plates, or heat source: the hair fiber is neither heated nor damaged.

Watch the video demonstration.

Are the pads suitable for sensitive, acne-prone, oily, or dry skin?

Yes. Our makeup remover pads are suitable for all skin types because they contain no irritating chemicals: they work with water only. There is no need to scrub or pull at the skin. Dermatologist approved.

Is there soap or any product in the fabric of the pads?

No, neither soap nor added chemicals. Lilly pads work through ionic forces, which attract each other to create suction. Warm water and the pad are all you need.

Is the pad hygienic?

Our pads' fabric is Oeko-Tex certified. Each fiber is so fine that it is almost impossible for bacteria to grow on it. A machine wash once a week is enough to maintain it.

What is the lifespan of a pad?

Each Lilly pad will last you 3 to 5 years.

How do I know when it’s time to replace my pads?

Over time, microfiber wears out: the pad grips makeup less effectively and the fabric loses its density. This is the sign that it is time to replace it.

02

Usage

How do I use my makeup remover pad?

Completely soak your pad in warm water. First, use the short-fiber side to remove your makeup, then flip it to the long-fiber side to pick up any residue and exfoliate the skin.

Our tip: work in sections, and machine wash your pad once a week.

How do I use the heatless curler?

On slightly damp or dry hair, place the curling rod on top of your head, then wrap your hair around it on each side, working your way down to the ends. Secure, then leave in overnight.

In the morning, gently unwrap your hair and separate the curls with your fingers rather than a brush. The thinner the sections, the more defined the curls will be.

How do you wear a silk bonnet?

Gather your hair loosely — a low ponytail or a loose braid will do — then tuck all your lengths inside the cap. The elastic should hold without leaving a mark on your forehead.

It is worn on dry hair, alone or over a night treatment.

Are sleep masks suitable for all face shapes?

Yes. Both our models adjust to any face, one with a hook-and-loop strap, the other with an adjustable elastic band: the fit remains soft, without feeling tight or letting light in. Their 3D shape leaves the eyes free, so they can be worn comfortably with eyelash extensions.

Can I use a cleanser or micellar water with my pad?

Absolutely. If you choose to do so, rinse the product completely out of the pad between each use. You may need to machine wash it more frequently to prevent product buildup.

Should I wash my face after using my pad?

We strongly recommend that you continue to take care of your skin after using your pad. It is best to remove your makeup and exfoliate with the pad first, then use your cleanser on bare skin afterwards.

Can I use the pad if I don't wear makeup?

Absolutely. The pad also cleanses your pores of pollution and dirt. It is ideal for those who do not wear makeup as well as for makeup-free days.

03

Silk

Why did you choose silk?

Naturally soft and delicate, it helps to preserve the skin’s hydration and limit friction, breakage, and frizz. More than just a beautiful material, it transforms sleep into a true skincare ritual.

Which silk do you use?

A 22-momme silk, Oeko-Tex® certified. It is a weave that is both dense and fluid: thick enough to last and maintain its drape wash after wash, yet supple enough to remain light against the skin.

What is a momme?

Momme is the unit that defines the weight of silk per square meter. The higher the rating, the denser, thicker, and more durable the silk is over time.

Our 22 momme silk is at the high end of the range used for bedding and sleep accessories.

Is silk suitable for all hair types?

Yes, from fine hair to curly or coily hair. Silk does not attempt to change the nature of the hair: it simply reduces friction during the night, which limits breakage, frizz, and dehydration of the lengths.

04

Maintenance

How should I care for my silk pillowcase, sleep mask, and bonnet?

Three rules to follow so that your silk lasts over time:

Wash at 30°C, spin at 400 rpm (600 maximum), and wash inside out. We also recommend using a mesh laundry bag and washing with similar colors once a week.

Silk dries very quickly, in less than a day, and does not need to be ironed.

How do I clean my makeup remover pad?

You can clean it by hand directly after use, with our natural rice milk soap. You can also machine wash it at 20-30°, once a week, with the rest of your laundry.

Can I use fabric softener?

Yes, no problem.

Can I tumble dry my products?

No.

How do I maintain my heatless curling rod?

Hand wash in lukewarm water with a mild soap, then air dry flat. Do not tumble dry and keep away from direct heat sources.

05

Order & delivery

What are the shipping times?

We take 1 to 2 days to process your order. Then, depending on the shipping method chosen at checkout, delivery times vary between 2 and 14 business days.

What are the shipping costs?

Delivery is free on orders of €70 or more.

Do you ship worldwide?

Not yet. For now, we deliver to France, Belgium, Switzerland, and Monaco.

How do I track my order?

An "order tracking" tab is available on our website: it allows you to track your package in real time.

There are items missing from my order, what's going on?

Our products are shipped separately depending on your order. If it contains items from two different warehouses, it will result in two deliveries. The rest of your order will arrive very shortly.

I still haven't received my order, what should I do?

You can track your order at any time and see its current location. If the tracking status stops updating or if you have any doubts, write to our customer service team at info@lilly.com: we will follow up on the matter with you.

06

Returns & refunds

Within what timeframe can I return my products?

We offer a 100-day money-back guarantee. You can return your order within this period, and returns are free.

How do I return my products?

Simply log in to our returns portal with your order number and email address.

When will I be refunded after a return?

The refund is processed upon receipt and validation of your package at our warehouses. The time it takes to appear in your account then depends on your banking institution.

07

Partnerships

How do I become a content creator for Lilly?

We regularly collaborate with content creators. You can submit your application via this form.

Are you looking for resellers?

If you are a business owner and would like to resell our products, you can submit a wholesale request to info@lilly.com.

An unanswered question?

Email us at serviceclient@lillyparis.fr and our customer service team will get back to you.

Contact us
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