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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. 👌
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 is 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 2 weeks from the reception of the ear impressions. For custom-made in-ear monitors, the production time is 3 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 (4-5 working days). Additional charges apply.
Where are decilo products made?
All our products 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 1 month 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 sides of your products, we add a marking with the letter "R" on the right side product.
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 :
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 :
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!
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.