WHERE CAN YOU FIND US

Do you have a question about one of our diabetes accessories and would you like a quick answer? Ask them via our Live Chat from 9:00 am to 9:00 pm Monday to Friday. Or send us a message via the contact form.

Diacé B.V.
Duwijckstraat17
2500 Bind
Belgium
info@diace.be

FREQUENTLY ASKED QUESTIONS

Order

I want to have my order shipped to a different address, is that possible?

In the payment process you can choose a different delivery address than the billing address.

I have completed the order and discover that I want to order something else. How do I avoid having to pay the shipping costs twice?

If you want to add something to your order, make a second order and choose 'Pick up at the retailer' in the payment process. This way you don't pay any postage costs. To combine the two orders, you can also send an email to info@diace.be.

I have not received a confirmation email, what now?

After a successful order, a confirmation email will be sent automatically. Did you not receive this email? This email may have ended up in your junk mail (SPAM). If this is not the case, send us an email to info@diace.be.

I want to cancel my order, how do I do that?

This is only possible if your order has not yet been shipped. Please contact us as soon as possible. Email: info@diace.be or via live chat.

How does Diacé handle my personal data?

We guarantee your privacy. We use the information you provide, such as name, address, telephone number, credit card number, exclusively for processing your order and keeping our administration and tax returns. The information will not be used for other purposes of a commercial or non-commercial nature that are not directly related to Diacé, without your prior consent being requested. (For more information, read more on our privacy policy page).

payment

What are the payment options at Diacé?

We accept Mastercard and Visa credit cards. You can also use iDEAL, Bancontact, SofortBanking or Klarna Pay Later. It is also possible to transfer in advance. We do not send COD parcels. If you are not in possession of one of these options, you can send us an email to info@diace.be to see how we can help you further. Keep in mind that another payment method takes more time. The processing of your payment depends on your bank.

How does the payment go and how do you guarantee the security of the credit card payment?

The Diacé webstore works with Mollie's secure payment environment. During the checkout process you will be guided through this in several steps. The page where you make your purchases is Mollie, a global payment provider. The security of your payments is a constant concern for Mollie. The Mollie team of specialists is continuously informed about the latest developments in this domain, in order to provide you with a safe and reliable service. For more information, read more on the Mollie website.

The payment fails. What now?

Sometimes it is not possible to complete the payment. What you can do is try the payment again with a different payment method. If that doesn't work either, you can do the order all over again. The first order (which has not been paid) is removed from the system. If the second attempt also fails, you can send an email to info@diace.be. If you want to deposit directly into our bank, please send to BE40 7370 5105 3163, stating your order number of the unpaid order.

Do the prices in the Diacé webshop include VAT?

Yes, all prices stated on our site include VAT, the VAT amounts charged are specified on our invoices.

Are customs fees charged?

You may have to pay customs duties and sales tax (VAT) if you have your order delivered outside the EU. In this case, it concerns the import of goods. The courier company will arrange the import for you, but through them you may have to pay customs duties and taxes due. Inquire with your national customs to which amount is exempt from tax. Please note, this also applies to Great Britain.

shipping and returns

What do I pay for shipping costs to an address?

We ship worldwide, all orders are fully registered. Orders are processed as soon as possible after receipt of your order. The shipping costs are determined based on size, weight and country of destination. Shipping costs are automatically calculated during checkout. Stickers are sent by envelope. All other products are shipped with a track & trace code. You will receive the track and trace code as soon as your order has been shipped. Free delivery possible in Belgium, the Netherlands and Luxembourg: Is the amount of your order higher than 75 €? Then you enjoy free shipping on your order.

Pick up at the retailer

It is now also possible to pick up a package at our address. This option is visible in the payment process after you have entered an address. Pick up is only possible on Monday to Friday. Friday but only after a message in your email when the package is ready. You will receive a pick-up reservation via email. Check your spam, the message may have disappeared.

How long does it take to ship my package?

We work with Track & Trace parcel post. Delivery is 1 to 3 working days in Belgium and the Netherlands. You will be notified when the package has been shipped. Due to the national corona measures, delivery times can be a few days longer. For shipments of stickers only, we work with letter-post shipments. The delivery of letter post items in Europe is 2 to 5 working days. A package to another country takes 2 to 5 working days under normal circumstances.

My order has not arrived, what should I do?

The delivery time starts from the moment you receive our shipping confirmation. Delays are possible in this coming period. If your order has not been delivered after the maximum delivery time, we would like to hear from you by email: info@diace.be

How to return?

If for any reason you are dissatisfied with some or all of the goods you have received, you can return them within 14 days of receipt. Return your goods to Diacé BV, Duwijckstraat 17, 2500 Lier (BE). We recommend that you return the goods with proof of shipment. The return shipping costs are for your account. As soon as we have received your return, we will send you an email. The amount of your return will then be automatically refunded to the account you used for payment or will be deducted from your Klarna account. The refund will be made no later than 14 days after receipt of the goods (costs for returning to a foreign account are for the consumer).