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Conni’s Helpful Help Page

Child on Conni Kids Bed Pad reading with parent
Child on Conni Kids Bed Pad reading with parent

We’re here to help

Thank you for choosing Conni. Please use the following links to get more information and support on your product. Our friendly customer service team is also here to help with any questions, queries, or concerns you may have and assist in helping you find the right Conni product for you.

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General Queries

You may wonder why cotton isn't used in our Conni range. The answer is that cotton tends to hold moisture at the surface, which makes it unsuitable for absorbent products. In addition, using cotton could be quite uncomfortable for the person wearing it.

We wouldn't recommend the CONNI Kids underwear as a substitute for diapers, but it's an excellent option if your child experiences Light Bladder Leakage (LBL) or is currently undergoing toilet training. As we all know, accidents can happen, and our Conni Tackers are ideal for situations where a child can't reach the toilet in time, wakes up too late, or doesn't empty their bladder completely.

Absolutely! All of our products are designed to be reusable, which not only makes them cost-effective but also environmentally friendly.

We're sorry to hear that your Conni product hasn't lasted as long as you expected. It's important to note that our bedding, chair, and underwear products have a maximum washing and drying temperature of 80°C. If the temperature exceeds this or unsuitable chemicals, such as fabric softeners or chlorine-based bleach, are used, this could impact the durability of the product.


We want to ensure that you're satisfied with our products, and we're happy to discuss your concerns further. Please don't hesitate to contact us using the form below, and we'll get back to you as soon as possible.

We're excited to offer a range of washable and reusable Conni Kids Bed Pads, and that's not all – each pack also includes a FREE Toilet Training Kit complete with a motivational chart and stickers! In addition, our Conni Tackers and Conni TP's are designed to be the perfect transitional products to help your child move beyond nappies.

NDIS

We do not provide quotations in advance. To initiate the invoice generation process, the first step is to create an NDIS account on our website. You can visit this link to access the registration page, where you will find all the necessary details to proceed with your order: https://shop.conni.com.au/ndis


Once your account registration is complete, you can proceed with placing your order. An invoice will then be automatically generated and sent to the email address you have provided. For those with an agency-managed account, the invoice will be sent to us for service booking and payment processing. Alternatively, it can be sent to your plan manager if you are plan-managed using the email address you've specified.


If necessary, you may also use the generated invoice as a quotation. Simply inform our NDIS customer service team whether you intend to make payment or no longer require the invoice.

Oh don’t you worry, we’ve made this super easy for parents, coordinators and nominees to do! To add multiple participants to your account, all you need to do is log in, head to your account details and click on modify your address details. Here, you will then be able to add one, two, three, however many other NDIS participants you require Conni orders for. At the checkout, it’s been made easy to simply click on the participant the invoice or order is for.

We see most plan managers incredibly quick with paying plan managed invoices. Usually, it’s around 3-5 business days. Please note that if this is your first purchase, the funds may take a couple of days to clear. We also send reminder emails on your behalf to the plan managers email provided to ensure quick payment.

Once we receive your payment, we'll dispatch your goods within 24 hours – in many cases, we'll be able to ship them out on the same business day! We'll also send you an email notification when your order is picked and packed, along with a tracking number and updates from the courier you've selected.

We aim to have your invoice processed and sent to our NDIS team within one business day. To ensure we can do this promptly, please read and complete the form carefully. If we need any further information, we'll notify you via email as soon as possible, so we can keep your service booking moving. Once the NDIA invoice is processed and sent through the portal, you can expect to receive it the same business day.

Updating your information is another task we can help you with quickly and easily. Just send an email to hello@conni.com.au, use the contact form on our website, or call us at 1300 721 710 during business hours. You can also send us an instant message on our live chat, during business hours and we'll take care of it right away!

Purchasing Conni products is simple. All NDIS participants can access the Conni NDIS registration page, whether they are self-managed, plan-managed, or NDIA-managed. We provide detailed explanations to help you register the correct account; we're here to help if you need clarification. You can contact us at any of the details provided below to discuss further or receive assistance in getting your Conni account ready for an order. For more information, click here.

Product Care

CONNI Bed Pads, Chair Pads, Undergarments, Liners, Mattress Protectors, Pillow Protectors and Pet Pads can all be washed and tumble dried in temperatures up to 80°C. Simply place any product listed above into your washing machine with similar products and a good quality detergent. All of our products will also benefit from air/line drying in the sun if that option is available.

The Conni Absorbent Anti Slip Floor Mat is easy to wash by hand and can be used countless times. Rinse the surface of the mat with warm soapy water and hose off. Leave outside to dry.

Please do not use chlorine based bleach or fabric softeners on any of your CONNI products. These chemicals will coat and fill the hi-tech fibres and make your CONNI product lose function. We find oxygen based bleach (such as Napisan), or vinegar works great for freshening up the CONNI range.

There are many variables depending on usage so it is hard to say exactly how long your CONNI product will last. In general, CONNI Bed and Chair Pads should last up to 350 washes if washed in a domestic washing machine and ensuring the care instructions are followed. Undergarments typically last as long as a normal pair (6 months to a year), which is dependent on the wash and care of the garments.

Although our products are 100% waterproof, please refer to our policy for use of electric blankets with bed pads.

For bedwetting and incontinence, CONNI Mattress Protectors are best used in conjunction with an absorbent CONNI Bed Pad. Place the CONNI Bed Pad on top of your sheet, which can then be easily removed and washed as needed.


If an accident makes its way onto your CONNI Mattress Protector, wash it before next use. If you prefer to wipe down the surface rather than wash the entire protector it can be used inside out with the shiny side facing up - then you can wipe it down with a mild detergent or antibacterial solution and let it air dry.


If you are using the mattress or pillow protectors to keep your bedding clean and hygienic in general, just wash regularly with your other bedding.

Policies

Conni do not endorse using any bed pads in a cot or bassinet due to the risk of SIDS. CONNI/ Galway Trading Pty. Ltd. accept no responsibility for loss, damage or personal injury resulting from our products being used in a cot.

The debate about washable absorbent pads for the purpose of managing incontinence, used in conjunction with an electric blanket is one that draws many interesting comments. Some years ago it was considered safe to use an absorbent Bed Pad with an electric blanket as long as the electric blanket was covered with a waterproof sheet.


Current debate rests with the fact that regardless whether there is a waterproof sheet between the Bed Pad and the electric blanket, there is still risk of fluid penetrating through to the electric blanket which could cause serious injury or even death. The risk lies with ill fitting or worn waterproof sheets which would allow fluid to pass through to the electric device. Common practice indicates that electronic devices should not be subject to fluid or moisture.


Our policy is to recommend that electric blankets are not used with any CONNI Bed Pad. Alternative warming not containing liquid, such as heat bags, should be encouraged as a replacement to the electric blanket.


If the user insists on using an electric blanket, we recommend that the manufacturers of the electric device should be consulted for further advice on the usage with an absorbent product.


CONNI/ Galway Trading accept no responsibility for loss, damage or personal injury resulting from our products being used with an electric device.

Returns and Exchanges

At Conni Australia, we're all about making your experience with us as enjoyable and hassle-free as possible. We understand that sometimes things don't quite work out, and that's why we've put together a returns policy that's as friendly and accommodating as our team!


Our official policy states that we have a 30-day window for accepting returns. To keep everything organized, we kindly ask that you send your items back with a return authority and in their original packaging, plus body-worn products cannot be refunded. But here's the secret: we're not sticklers for rules when it comes to keeping our customers happy!


In fact, we often bend the rules (or even break them!) just to put a smile on your face. Our primary goal is to ensure that you are satisfied with your Conni experience, so if you find yourself in a tricky returns situation, don't hesitate to get in touch with our amazing customer service team. They're experts at finding creative solutions that will hopefully leave you feeling like a winner. Most of our customers appreciate the personalized care we provide and don't take advantage of our generosity. As a small business, we rely on the trust and goodwill of our loyal customers.

We are here to help as best we can and that's why we want to be as flexible as possible.


So, whether it's a product that didn't quite meet your expectations or a sizing mishap, we're here to help. Remember, at Conni Australia, we don't just sell top-quality, eco-friendly products - we also specialise in spreading happiness, one return at a time!


All you need to do is to follow the link below and fill in the form and we'll be in touch.

If you'd prefer to chat with us on the phone first then no problem, simply call 1300 721 710 during business hours.


How to Return an Item


Following the link below for a return authorization before returning your item to us. Items returned without a return authorization (RA) will not be accepted for processing.


Please carefully pack all items to be returned in their original packaging. Conni is not responsible for shipping costs or damage on returned items.


Please be advised that packages sent by basic Australia Post cannot be tracked to ensure delivery. We recommend that you use a delivery method that can be tracked and or insured. Conni cannot provide credit for a return until we have received the returned item.


COMPLETE RETURN AUTHORITY

Tackers


Conni Kids Underwear FAQs — Got some questions?

Our Conni Kids Tackers are designed for small accidents and light leaks during the transition period between nappies to undies. They are designed to feel wet and can assist your child in developing toilet cues. 
If you want to use the Conni Kids Tackers for nighttime use, we suggest using them in conjunction with a Conni Kids Bed Pad. Our bed pads can hold multiple full voids of the bladder, and keep your child’s bed dry during toilet training, bed wetting or occasional nighttime accidents.

No, the Conni Kids Tackers will not be able to hold the same capacity as a disposable nappy. They are designed to feel wet and are a transitional pull-up pant to assist with toilet training.

There are usually two likely reasons this may be happening for your child:
It may be that the size selected is incorrect, so it is important you follow the Conni Kids size guide. Another tip is to look at what your child is currently wearing in bottoms to get the most accurate size.
It could be trying to absorb too much liquid and overflowing.


This can vary depending on how many little accidents your child has & how much liquid is absorbed so you may need to change them accordingly throughout the day when a little leak or accident has occurred. 

No stress, it happens! With our waterproof outer on the gusset area, the Tackers can hold any small voids of the bowels or little accidents that may occur while wearing the pants.

Kids TPs

Conni Kids TPs FAQs — Got some questions?

Our Conni TP’s are designed for small accidents and offer a high absorbency for your child to keep moving on with their daily activities throughout the day. They are designed to feel wet and can assist your child in developing toilet cues.

If you are looking to use the Conni Kids TP’s for nighttime use, we suggest using them in conjunction with a Conni Kids Bed Pad. Our bed pads can hold multiple full voids of the bladder, and keep your child’s bed dry during toilet training, bed wetting or occasional nighttime accidents.
No, the Conni Kids TP’s will not be able to hold the same capacity as a disposable nappy. They are designed to feel wet and can assist your child in developing toilet cues. The reason behind creating our 3-packs is so that as soon as an accident has occurred, your child can pop a clean pair of TP’s on and get back to the more important things.
There are usually two likely reasons this may be happening for your child:
It may be that the size selected is incorrect, so it is important you follow the Conni size guide. Another tip is to look at what your child is currently wearing in bottoms to get the most accurate size.
It could be trying to absorb too much liquid and overflowing.

This can vary depending on how many little accidents your child has & how much liquid is absorbed so you may need to change them accordingly throughout the day. Another reason the 3-pack is so handy!
No stress, it happens! With our waterproof outer, the TP’s can hold any small voids of the bowels or little accidents that may occur while wearing the pants.

Men

Conni Men FAQs — Got some questions?

Our Conni Mens Underwear are designed for small leaks of the bladder/ LBL. They are perfect for those requiring that little bit of extra protection or as an alternative to a light disposable liner. 


If you are looking for an option for full-void protection or nighttime use, we suggest our Conni Pull-Ons range or a Conni Bed Pad. 


No, the Conni Mens Underwear will not be able to hold the same capacity as a disposable pull-on. They are designed for light incontinence and excessive perspiration, providing confidence for everyday life, sports, or post-surgery support.

There are usually two likely reasons this may be happening:


-It is likely that the size selected is incorrect, so it is important you follow the Conni Men's size guide. Another tip is to look at what you're currently wearing in bottoms to get the most accurate size. 

-It could be trying to absorb too much liquid and overflowing. 


Depending on the LBL, you are experiencing will determine how often your Conni Mens Underwear will need to be changed throughout the day. We work off a similar timeline as a liner, which is up to four hours of protection. For fewer underwear changes during the day, we suggest that the Conni Mens range can be used in conjunction with our Conni Mens Liners during the day. 

Ladies


Conni Women FAQs — Got some questions?

Our Conni Ladies Underwear are designed for small leaks of the bladder/ LBL. They are perfect for those requiring that little bit of extra protection or as an alternative to a light disposable liner. 


If you are looking for an option for full-void protection or nighttime use, we suggest our Conni Pull-Ons range or a Conni Bed Pad. 


No, the Conni Ladies Underwear cannot hold the same capacity as a disposable pull-on. They are perfect for light incontinence and excessive perspiration, providing confidence for everyday life, sports, menstruation or pre/postpartum.

There are usually two likely reasons this may be happening:


-It is likely that the size selected is incorrect, so it is important you follow the Conni Ladies size guide. Another tip is to look at what you're currently wearing in bottoms to get the most accurate size. 

-It could be trying to absorb too much liquid and overflowing. 


Depending on the LBL you are experiencing will determine how often your Conni Ladies Underwear will need to be changed throughout the day. We work off a similar timeline as a liner, which is up to four hours of protection. For fewer underwear changes during the day, we suggest that the Conni Ladies range can be used in conjunction with our Conni Women Liners during the day. 

Swim Shorts

Conni Swimshorts FAQs — Got some questions?

Our Conni Containment Swim Shorts have been specifically designed to provide confidence in the water by containing bladder and bowel matter. These swim shorts offer a flexible and comfortable alternative to disposable swim pull-ups. Featuring a built-in brief, they come with an adjustable drawstring and toggle at the waist and a seal, drawstring, and toggles at the leg for a secure fit.

Our Containment Swim Short range comes in a variety of sizes to cater to different needs. For kids, sizes range from 2-4 to 14-16. We also offer adult sizes starting from SMALL and going up to 5XL. These sizes are based on Australian unisex sizing standards, and each product listing includes an easy-to-read size chart beneath the product description. 

As our sizing charts follow an Australian standard of sizing, what also may help, along with our sizing charts, is comparing to your current sizing in bottoms e.g. underwear, pants, shorts, track pants etc. Anything elasticised should be on par with our sizes too. If you’re still unsure, we can always assist via email, live chat or on our phone number 1300 721 710. 

Yes, the Conni Containment Swim Shorts are entirely reusable and can be washed and reused countless times, providing a cost-effective and eco-friendly solution.

Conni Containment Swim Shorts are ideal for individuals with incontinence, whether it's urinary or fecal, who wish to enjoy swimming pools for leisure or hydrotherapy. They are also suitable for children who are not yet toilet trained and are attending swimming lessons, as well as adults or children who require extra protection when visiting the pool or beach.

While our Conni Containment Swim Shorts are designed to work effectively on their own, you can choose to wear a disposable pad or pull-up inside them for added comfort and peace of mind.

Most pool facilities allow you to swim or exercise while wearing Conni Containment Swim Shorts, but it's advisable to seek their approval before attending. In fact, many facilities may request the use of reusable containment swim shorts for your lesson.


Our swim shorts come with adjustable features, including a drawstring and toggle at the waist and on each leg. These adjustments ensure a comfortable and secure fit, providing peace of mind while in the water.

Please follow the care instructions below. Your packaging and swim shorts will also have the care instructions for your reference:

  • Hand wash in cold or warm water after each use
  • Line or air-dry
  • Do not iron, tumble dry or dry clean
  • Do not use fabric softener or bleach

Bed Pads

Conni Bed Pads FAQs — Got some questions?

Conni Bed Pads are designed with sustainability in mind. Our Conni Bed Pads are Oeko-Tex certified, eco-friendly and have a reduced impact on the environment.


Conni Bed Pads are reusable and machine washable, which means they can be used multiple times before needing to be replaced. This reduces the amount of waste generated by disposable bed protection products.


Finally, Conni is committed to ethical and sustainable manufacturing practices, which means they work closely with their suppliers to ensure that all materials are sourced responsibly and that workers are treated fairly. This commitment to sustainability and social responsibility makes Conni Bed Pads a great choice for anyone looking for a more environmentally friendly option for bedding protection.


Conni Bed Pads also come in recyclable packaging, so please dispose of the box in your kerbside recycle bin. 

Conni Bed Pads are waterproof and absorbent pads, that come in a variety of sizes, designed to protect mattresses and bedding from bedwetting accidents, spills, and other liquids.

Conni Bed Pads are made from high-quality materials that are both durable and comfortable to sleep on. Conni Bed Pads use a 4-layer technology system:



Layer 1:  A soft top layer that quickly wicks away surface moisture.

Layers 2 & 3: Work together to absorb and trap moisture preventing it from resurfacing.

Layer 4:  A breathable non-plastic waterproof backing.

To use Conni Bed Pads, simply place the pad on top of your bottom sheet or bedding that is on the mattress. The pad will be kept in place by body weight. The waterproof layer will protect your mattress from any moisture, while the absorbent layers will soak up any liquid and keep you dry. Once the pad has been used, simply remove it from the bed and wash it according to the care instructions.


Conni Bed Pads are machine washable for easy care and maintenance. For best results, wash with WARM or COOL water and a good quality laundry detergent. Conni products dry quickly on the clothesline or in the tumble dryer on LOW heat. Too much heat can damage the waterproof layer.

- Do not use fabric softeners

- Do not use bleach


Conni Bed Pads come in a variety of sizes and styles to fit different bed sizes and user needs. Bed Pads with and without tuck-ins have sizes to fit single, king single, long single, double, queen and king beds. Check our Bed Pad Finder or ask our friendly customer service team which option is best for you and your needs.

Yes, Conni Bed Pads are suitable for people living with incontinence, as well as bedwetting, toilet training, spills, and any other absorbency needs. The absorbent layers will quickly soak up any liquid and keep you dry, while the waterproof layer will protect your mattress from any damage.

The lifespan of Conni Bed Pads can vary depending on the frequency of use and how well they are cared for. With proper care and maintenance, Conni Bed Pads can last around 300 washes. It's a good idea to periodically check the condition of the pads and replace them as needed to ensure maximum effectiveness.

Conni Bed Pads can save you time and improve your sleep in many ways. First, they provide a convenient and easy-to-use solution for protecting your mattress and bedding from incontinence, bedwetting accidents, toilet training, spills, and other moisture-related issues. This means you won't have to spend time cleaning up messes or washing and drying bedding as frequently. Simply remove the wet Bed Pad and replace it with a clean one in less than a minute.


Our Conni Bed Pads are designed to quickly and effectively absorb moisture, so you can stay dry and comfortable throughout the night. This can help improve your sleep quality by reducing disruptions and allowing you to stay asleep for longer periods of time.


Finally, Conni Bed Pads are machine washable, which means you can quickly and easily clean them and have them ready to use again in no time. This can save you time and hassle compared to other types of bedding protection that may require more frequent replacement or cleaning.


Mattress Protection

Conni Micro-Plush FAQs — Got some questions?

Conni Micro-Plush products are available in a range of sizes and styles, including pillow protectors, fitted sheets, flat sheets and encasements. They are all designed to be waterproof pillow and mattress protectors. Being breathable, waterproof, discreet and lightly absorbent they can be used in a variety of settings, including at home, in guesthouses or Airbnbs, in hospitals, and in care facilities. 


Micro-Plush products can be used to prevent any kind of liquid from damaging your mattress or pillows and are commonly used for sweating, incontinence & bedwetting and for general mattress or pillow protection. All mattresses should be protected with a good quality mattress protector, like our Conni Micro-Plush range.

Yes, Conni Micro-Plush products are easy to clean. Just like you would with any other bedding, they can be washed in a washing machine using a good quality detergent and dried on a low-heat setting or on a clothesline. They are also quick-drying, which makes them convenient for everyday use.

The size of Conni Micro-Plush product you need will depend on the mattress size you have. Be sure to measure the area you want to protect before purchasing, and consult the sizing chart provided by Conni Australia to determine the best size and style for your needs.

Yes, Conni Micro-Plush products can be used for overnight protection. They are designed to provide reliable protection throughout the night with the light absorbency and waterproof backing. For full voids of the bladder, we suggest using in conjunction with a Conni Bed Pad.

Conni Micro-Plush products are Oeko-Tex approved meaning they are safe for all skin. The Micro-Plush fabric is soft and gentle against the skin and is designed to wick moisture away, which could help to prevent irritation. They can also be used under existing bedding.

Conni Micro-Plush products are designed to be durable and long-lasting. With proper care, they can last around 300 washes, making them a cost-effective alternative to disposable waterproof or incontinence products.

There are many advantages of using a Conni Micro-Plush waterproof mattress protector over a non-waterproof one.


Protection against spills and stains: A waterproof mattress protector provides a barrier between the mattress and any spills or stains that may occur, such as from a spilled drink, sweat, or bedwetting. This can help to keep the mattress clean and free from stains, which can extend its lifespan.

Protection against allergens: A waterproof mattress protector can also provide protection against allergens such as dust mites, mold, and mildew. These allergens can thrive in warm and moist environments, and a waterproof mattress protector can help to keep the mattress dry and prevent the growth of these allergens.

Hygiene: Using a waterproof mattress protector can help to maintain good hygiene in the bedroom. It can prevent moisture and other fluids from penetrating the mattress, which can help to prevent the growth of bacteria and other harmful microorganisms.

Convenience: A waterproof mattress protector is typically easier to clean than a non-waterproof one. Conni Micro-Plush waterproof mattress protectors can be machine washed, which can save time and effort compared to spot cleaning a non-waterproof protector.


Floor Mat

Conni Floor Mats FAQs — Got some questions?

Conni Floor Mats are a range of high-quality, premium absorbent mats designed to protect floors from spills, leaks, and other messes. They are specifically designed to be low profile and have a textured anti-slip bottom, making these mats effective in preventing trips and slips anywhere in the home. They are especially helpful in high-traffic areas or areas where liquid may be present such as kitchens, bathrooms, the laundry, under high chairs, IV  stands, or commodes etc etc.

They are not designed to be used inside a shower or bathtub. Anti-Slip performance is best achieved when the mat is used on a clean, smooth and flat non-textured floor. Some floor cleaning products may interfere with the performance of the product.

The benefits of using Conni Floor Mats include their high absorbency, durability, and low profile, as well as the fact they come in a range of sizes and colours to fit all areas of the home to reduce the risk of slips and trips

Conni Floor Mats have a rubberised backing, meaning they sit firmly on hard-surfaced floors. They have an absorbent top, which is also soft on the feet and discreet.

Yes, Conni Floor Mats are designed to be durable and reusable, they can be washed and reused multiple times.

To check out the full size range, check out our Floor Mats here.

Conni Floor Mats are easily washed by hand. To clean, rinse the mat's surface with warm soapy water and hose it off. Leave it outside, lying flat, to dry. 

It is recommended to avoid using fabric softeners and bleach when washing the mat.