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FREQUENTLY ASKED QUESTIONS
Welcome to our FAQ section which will give you the latest information and advice on all our products & services.
Can't find the answer to your question? Send us an email to support@decilo.be
General Questions
What is the key advantage of decilo products?
Each decilo product is custom made to perfectly fit the shape and size of your ears. Because each ear is unique (even your left ear is different from your right ear!), decilo products are the only ones to offer you an optimal comfort and a perfect fit.
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We are using the latest 3D technology to provide you the most accurate and comfortable custom made products. Our manufacturing process combines the latest technology with some manual work to preserve every detail of your ears.
How can I order custom made decilo products?
There are several ways to order our products. As each decilo product is custom made, we need to have your ear impressions. Here are the different options to order our products :
Option 1 : Visit us in our main store located in Brussels (Rue Edith Cavell 171 - 1180 Uccle - Belgium). Our team of certified audiologists will make your ear impressions in 3D free of charge and you will be able to order your earplugs there. Please make an appointment.
Option 2 : If you are unable to visit our main store in Brussels, please make an appointment with one of our certified dealers. Visit the "Where to Buy" page to find the dealer nearest you. The contact information regarding our audiologist dealers is displayed directly on the page.
Option 3 : If you cannot find a dealer in your area, contact us. We will bring you in contact with an certified audiologist near you. He or she will take care of making and sending us your ear impressions.
Option 4 : If we already have your ear impressions, you can contact us directly to place your order.
Where is the main store of decilo located?
The main store and the production unit are located at the following address :
Rue Edith Cavell 171
1180 Uccle
Belgium
I would like to buy a 2nd decilo product, do I have to make new ear impressions?
Great news! We are delighted that you like our products 😊 You don't have to make new ear impressions. Indeed, we carefully keep your ear impressions in our digital database for 5 years. So you can simply order the product you want via our e-shop. After 5 years, we advise you to make new impressions.
I lost my decilo product, can I buy a new one?
In case of loss, we can immediately start a new production of your custom made product. You do not need to make a new ear impressions. Indeed, we carefully keep your ear impressions in our digital database for 5 years.
How long does it take to manufacture decilo products?
The manufacturing lead time for hearing protection is between 5 and 10 working days from the reception of the ear impressions. For custom-made in-ear monitors, the production time is 3-4 weeks.
For those who cannot wait for their decilo product, we have set up an Express Service (only for hearing protection). Your product will be ready in record time (2-3 working days). Additional charges apply.
Where are decilo products made?
All our products (except IEM) are manufactured by us in our production unit located in the capital of Europe, in Brussels, Belgium.
What happens if my custom product doesn't suit me?
Your satisfaction is our first priority. Each ear takes a different amount of time to get used to our custom products. You may need 2-3 weeks to become familiar with them. Do not hesitate to contact us if you have any questions or problems with your decilo products.
In addition to the standard 2-year warranty that covers manufacturing defects, we offer a warranty on fit & seal for a period of 3 months following delivery of the product. We offer the best warranties in the industry on all our products. Find out more about our warranty by reading our "Terms & Conditions" page.
I would like to make a change to my order. Is this possible ?
Please send an email to support@decilo.be for any changes to your order. If your product has already been launched in production, it will unfortunately no longer be possible to modify your order.
How can I tell the left and right sides of my decilo earplug apart?
To help you identify the left and right side of your tips, we add a coloured marking to your tips. Your left tip will have a blue dot while your right tip will have a red dot.
An easy way to remember the right side is to keep in mind RED = RIGHT
My custom-made tips are causing me discomfort, what should I do?
We encourage you to try your product for several weeks before contacting us. It can take several weeks for your ears to get used to the custom earplugs. If the discomfort persists, we invite you to contact our support team who will guide you in the best possible way.
I'm really happy with my decilo products. What should I do next?
Please share your feedback with us and tell others about it 😊
Ear Impressions
Why do you need to make ear impressions to manufacture a decilo product?
decilo products are custom made to fit the shape and size of your ears perfectly. Because each ear is unique (even your left ear is different from your right ear!), decilo products are the only ones to offer you an optimal comfort and a perfect fit. To purchase a decilo product, we therefore need to have your ear impressions. This is the only way to have all the details of your ears.
Where can I make ear impressions?
There are several ways to make your ear impressions :
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Option 1 : Visit us in our main store located in Brussels (Rue Edith Cavell 171, 1180 Uccle - Belgium). Our team of certified audiologists will make your ear impressions in 3D free of charge. Please make an appointment.
Option 2 : If you are unable to visit our main store in Brussels, please make an appointment with one of our certified dealers. Visit the "Where to Buy" page to find the dealer nearest you. The contact information regarding our audiologist dealers is displayed directly on the page.
Option 3 : If you cannot find a dealer in your area, contact us. We will bring you in contact with an certified audiologist near you. He or she will take care of making and sending us your ear impressions.
Option 4 : We can also come to you. This is a perfect option for a team (festival crew, orchestra, musicband, sports team...). Please contact us to make an appointment.
Do I have to pay for my ear impressions?
No, when you purchase a decilo product, the cost of ear impressions is included in the purchase price.
What is an audiologist?
An audiologist is a hearing care professional who diagnoses and treats hearing and balance problems. They are also trained to make correct ear impressions. We only work with certified audiologists.
I have already purchased a decilo product, do I need to make new ear impressions?
​When you purchase a decilo custom made product, we keep your ear impressions for 5 years in our digital database. This means that you do not have to make new ear impressions when you want to order a new decilo product or if you have lost your product.
How long does the ear impression take?
With the latest technology we use, an ear impression takes 2 to 3 minutes. This is 3 to 4 times faster than the traditional method. It takes about 5 minutes to get an impression of both your ears.
How long is the appointment for making ear impressions?
An appointment for ear impressions takes between 20 to 30 minutes.
How are ear impressions made?
There are 2 methods to make ear impressions :
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1. 3D Method : You can get your ear impressions in 3D in our store located in Brussels. You will be amazed to discover your ears in 3D thanks to this unique technology!
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2. Traditional Method : You can also obtain your ear impressions with the traditional method (injection of a silicone paste in your ears) at one of our dealers’ places (see page "Where to buy"). A paste is injected into each ear. The paste then hardens and the impression is removed from your ears.
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The ear impressions made with the 3D technology that we are using in our store has some advantages over the traditional paste method.
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Hearing Protection
Why do I need to protect my ears?
Many factors such as noise, water, altitude... can affect your hearing and disturb your comfort. For example, being exposed to noise causes irreversible hearing problems and other harmful effects such as stress, insomnia, anxiety... Wearing hearing protection will eliminate these discomforts and protect your hearing.
According to the World Health Organization, 1.1 billion people are at risk of hearing damage due to harmful noise levels (nightclubs, concerts, bars and other events).
What sound level can cause hearing damage?
The decibel (abbreviation "dB") is the unit that measures sound level. Irreversible hearing damage can occur from more than 8 hours of exposure to 85 dB. A concert can easily reach 100 dB. Without hearing protection, your ears can suffer irreversible hearing damage (hearing loss, tinnitus...) after only 15 minutes!
More than 1 in 10 people have permanent tinnitus (ringing or buzzing in the ears). 7 out of 10 people have experienced tinnitus after a festival. This problem is due in particular to a lack of awareness of the irreversible hearing consequences of high sound exposure. Since our hearing is essential to our social life, it is therefore more urgent to take care of it.
The higher the sound intensity, the shorter the maximum recommended exposure time. Find out the maximum exposure time based on sound intensity below.
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How to effectively protect your hearing?
Here are 3 tips to protect your hearing :
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Delete, reduce or move away from the sound source : The sound intensity drops by 6 decibels when you double the distance from the sound source. For example, if you are at 20 metres from a speaker and you move 40 metres away from it, the sound intensity will drop by 6 decibels.
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Take breaks : If your ears are exposed to high sound levels for long periods of time, it is important to take regular breaks in quiet places to give your ears a rest.
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Protect your ears : There are different solutions to protect your ears. Standard earplugs (disposable or reusable), headphones and custom fit earplugs. Custom fit earplugs are by far the best and simplest solution to protect your ears and prevent hearing damage (hearing loss, tinnitus...). It is the only solution that protects your ears 100% and offers an absolute comfort. The custom fit earplugs are discreet, easy to use and can be used for more than 5 years. Thanks to the acoustic filters, the sound quality of music and speech is perfectly preserved.
Discover below a comparison of the different types of hearing protection.
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What is the difference between standard earplugs and custom made earplugs?
Standard earplugs are uncomfortable and do not fit properly in the ears, allowing harmful noise to enter and damage your ears. Even if you wear standard earplugs, you will never be properly protected because they will never fit perfectly in your ears. This is because the shape and size of each ear is unique (like fingerprints!). Did you know that even your left and right ear are different?
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Custom made earplugs fit perfectly the shape and size of your ears. Those kind of earplugs never fall out of your ears, offering you an ultimate comfort and a perfect protection. Unlike foam earplugs that muffle sounds, some of our custom earplugs (only with filters) reduce harmful sounds while maintaining a perfect speech and music quality. Discover in the table below the advantages of custom earplugs compared to standard hearing protection.
Are decilo custom made earplugs suitable for everyone?
Yes, of course! decilo custom made earplugs are manufactured to the exact shape of your ears. decilo earplugs are therefore suitable for all ages (children & adults).
Where can I use decilo earplugs?
We have developed decilo earplugs for different situations : Music, Sleep, Swimming Pool & Water Sports, Motorcycle & Motor Sports, Plane Travel, Work in Industry, DIY, Open Space, Studies... Visit our hearing protection page to discover all the applications. If your situation is not listed on our website, please do not hesitate to contact us. We have a solution for every situation.
Will decilo earplugs stay in my ears?
Yes of course! Unlike standard earplugs, decilo earplugs are molded to the precise shape of your ears offering a perfect fit. Forget the days when your standard earplugs fell out of your ears. Your decilo earplugs won't move in your ears.
How long can I use my decilo earplugs?
Thanks to the high quality materials that we are using, our earplugs are durable and reusable for many years (or even forever 😉). If you take care of your ear plugs, you will certainly be able to use them for more than 5 years. In this way, you will contribute to preserve the environment.
Our ears continue to change slightly throughout our lives. For this reason, we recommend to check the fit of your earplugs (especially for children or people who have a significant weight change). Depending on the fit of your earplugs, we advise you to renew your earplugs after about 5 years by taking new ear impressions.
Are decilo earplugs reimbursed by health insurances?
Yes, some health insurance companies reimburse up to 50% of the price of custom made earplugs. We invite you to contact your health organization directly for more information on a potential reimbursement. You do not need a medical prescription to be reimbursed. We will provide you the necessary documents.
Do I need a medical prescription to make custom fit earplugs?
No, you do not need to have a medical prescription from your doctor to make custom fit earplugs. We are certified audiologists and our custom fit earplugs are approved according to the European guidelines. Several health insurances are paying back a part of the price of the earplugs. You don't need a medical prescription.
Do decilo earplugs need to be recharged?
​No, there are no electronics in our earplugs. All the magic of attenuation and protection is done passively. You don't have to worry about batteries.
What is the purpose of the leakage test? (for earplugs with filters)
Checking the fit and tightness of custom made earplugs with filters is essential to guarantee a perfect protection and an optimal acoustic quality. A custom made earplug that is not perfectly fit can reduce attenuation performance by more than 10 dB, making the user susceptible to hearing damage. This simple test, which lasts less than 5 minutes, can be performed by us or by one of our dealers. We advise you to have your earplugs checked once a year.
Are filters of the earplugs interchangeable? (for earplugs with filters)
Yes, absolutely! You have the opportunity to easily change your filters according to the sound intensity of your environment. You can change your filters yourself in a few seconds. This is ideal for combining different situations (going to concerts and working in a loud noise environment for example) without having to buy new earplugs. Discover the range of our interchangeable filters in the Accessories section.
I have tinnitus. Can decilo earplugs help me?
decilo earplugs are designed to protect your ears for a specific application. Some of our earplugs (especially those for music) are specially designed to protect you from noise while maintaining excellent sound quality. They prevent the development of your tinnitus, but are not an appropriate remedy for existing tinnitus.
I suffer from hyperacusis. Can decilo earplugs help me?
​Yes, that's right. Some of our earplugs (especially those for music) are specially designed to protect you from noise while maintaining excellent sound quality. They are therefore very suitable for people with hyperacusis (or who have an increased sensitivity to noise). decilo earplugs will allow you to continue to live normally without being disturbed by high noise levels (public transport, restaurants, noisy streets...).
Can wearing earplugs give me an ear infection?
No! Wearing custom-made earplugs cannot cause an ear infection. In addition, all of our custom earplugs are coated with an antiallergic coating.
How do I use and clean my decilo earplugs?
Our earplugs are easy to use and clean. We include a user manual with each order detailing how to insert, remove, clean and maintain them.
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Insertion : You must first make the distinction between the earplug for your left and right side. The left earplug has a blue dot on it. The right earplug has a red dot. Grasp your earplug with your thumb and forefinger (with your hand on the same side of your ear) so that the colored dot is facing up. Keeping the colored dot facing up, insert the earplug into the ear canal (inner part of the ear). Then push the earplug into your ear with your index finger, making small forward and backward twisting movements. During this step, you can open your mouth to make it easier to insert the plug into your ear.
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Removal : Grasp the hearing protection with your index finger and thumb. Pull your earplug outward. To make removal easier, we recommend that you rotate your hearing protection forward.
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Cleaning & Maintenance : Your earplugs can be easily cleaned with soap and water using a damp cloth or a hygienic wipe. It is not necessary to use an antibacterial product or alcoholic wipes. Chemical detergents and compressed air should be avoided as they are harmful to the product. Then let your earplugs dry in open air at room temperature. Never heat your earplugs to dry them. After each use, we advise you to store your earplugs in the box or safety pouch provided.
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For earplugs with filters, we invite you to remove any earwax that may be in the canal of the earplug using the earwax removal tool provided. This step must be done carefully to avoid touching the acoustic filter or damaging it. Never touch the filter with sharp objects or brushes as this may damage the filter membranes. The filter should generally not be cleaned. If a more thorough cleaning is required, remove the filters from the earplugs and shake them in tempered water. Then rinse your filters with clean water and leave them to dry in open air at room temperature.
In-Ear Monitors
Communication
What is included in my order?
- 1 x pair of custom-made ear tips
- A black decilo storage case
- A cleaning tool
My headphones are not on mentioned in your e-shop, can I still order earphone & communication systems adapters?
Here is an overview of the brands of headphones for which we can make custom ear tips:
- Shure
- KZ Audio
- Apple EarPods
- Apple AirPods
- Apple AirPods Pro
- Sennheiser
- Huawei Freebuds
- Sony earbuds
- Bose earbuds
- Campfire Audio
- Beats
- Jabra
- JBL
- Samsung Buds
- Stilo Race Auto
- Vokkero
- Riedel
- CeoTronics
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If you cannot find your standard earphone or in-ear brand in the list above, please contact us and we will let you know if we can custom-model tips for your earphone model.
How do I clean my decilo customised tips?
We recommend that you clean your decilo earmoulds after each use. They can be easily cleaned with a soft, damp cloth. A cleaning spray or cleaning wipes designed for hearing aids can also be used. Avoid contact with aggressive cleaning agents and solvents as they have a detrimental effect on the product. Wipe the surface of your earmolds with the damp cleaning cloth. Then let your product air dry at room temperature. NEVER heat your product.
To remove earwax from the ear canal due to your earmolds, use the cleaning tool provided in the box.
What material are decilo custom earphone & communication systems adapters made of?
The custom earphone tips are made of a soft, medical-grade biocompatible material and coated with a biocompatible and antibacterial lacquer.
Will my earphones adapters fit in the charging case of my wireless headphones?
This depends on your brand of headphones and the size of your ears. For some wireless headphones, you will need to remove your tips to charge your headphones. We provide a case to store your tips.
Do my decilo earphones & communication systems adapters fit different brands of headphones?
Your ear tips fit both your ears and the headphones of your choice. Simply attach your customised adapters to your headphones. As each model and brand of headphones has different shapes, it is not possible to attach your custom ear tips to headphones of a different brand.
Can I order decilo earphones & communication systems adapters for someone else?
Yes, you can order this product for someone else, but please note that they will have to make ear impressions. You can also order a gift card here.
Can the decilo adapters be attached and removed by the user?
Yes, you can detach and reattach your custom ear adapters to your headphones.
How long do decilo earphones & communication systems adapters last?
Thanks to the high quality materials we use, the custom-made tips are durable and reusable for many years. If you take good care of your product, you will probably be able to use it for more than 4-5 years.
Note: If you have to detach your ear tips from your headphones all the time, the life span of your ear tips may be reduced.
Can decilo ears adapters be exposed to water, air or light?
Yes, there is no problem with exposing decilo tips to water, air or light. Please note that decilo custom tips do not make your earphones waterproof.
Is it possible to customize my decilo earphones & communication systems adapters?
Yes, you can choose between several colours. You can find the colour choices in our e-shop. You can also add an engraving. Just indicate this when ordering.