I want my order shipped to another address, is that possible?

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

I have completed the order and discover I want to order something else. How do I avoid paying 2x the shipping cost?

If you want to add something extra to your order, make a second order and in the payment process choose ‘Pick up at retailer’. This way you won’t pay any shipping fees. Send an email to info@diace.be to merge the two orders.

I did not receive a confirmation email, how do I fix this?

After a successful order, a confirmation email will be sent automatically. If this is not the case, please send us an email to info@diace.be. Please check your junk mail (SPAM) first and make sure it isn’t located there.

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

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

How does Diacé handle my personal information?

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

The product I want to order is currently available but on backorder. What does this mean?

When a product is listed as “available on backorder” it means that we currently do not have any ready-to-ship items available for immediate shipment. Instead, we produce the product especially for you in our workshop as soon as we receive your order. This way we can tailor your order and meet any specific requirements.

We aim for a processing time of 5 working days for orders that are not in stock in our warehouse. This includes the time it takes for the production, quality control and packaging of the product before it is ready to be shipped. Please note that the final delivery time may vary depending on your location and the chosen shipping method during checkout.

Once your order has been processed and shipped, you can expect the package within the estimated delivery time, and then you will have your order at your home.


What are the payment options at Diacé?

We accept Mastercard and Visa credit cards. You can also use iDEAL, Bancontact, SofortBanking, Paypal or Klarna Back Payment. Payment in advance is also possible. We do not ship C.O.D. packages. If you do not have one of these options, please email us at info@diace.be to see how we can help you. Please note that a different payment method will take 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 the secure payment environment of Mollie. During the checkout process you will be guided through 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 continually keeps abreast of the latest developments in this field to provide you with a secure and reliable service. For more information, read on at the Mollie website.

My payment failed, what do I do now?

Sometimes the payment does not succeed. What you can do is try the payment again with another payment method. If that also fails, you can do the order all over again. The first order (not paid) will be removed from the system. If the second attempt also fails, you can send an e-mail to info@diace.be. If you want to pay directly to our bank, please transfer to BE36 1030 8875 6381, mentioning the order number of the unpaid order.

Do the prices in the Diacé webshop include VAT?

Yes, all prices listed on our site include VAT, the VAT amounts passed on are specified on our invoices.

Are customs fees charged?

You may owe customs duties and sales tax (VAT) if you have your order delivered outside the EU. This is because it involves importing goods. The courier company handles the importation for you, but through them you may have to pay customs duties and taxes due. Check with your national customs up to what amount tax exemption applies. Note that this also applies for Great Britain.

Shipping and returns

What do I pay in shipping costs to an address?

We deliver worldwide, all orders are fully registered. Orders are processed as soon as possible after receipt of your order. Shipping costs are determined based on size, weight and destination country. Shipping costs are automatically calculated during checkout. Stickers are shipped by letter envelope. All other products are shipped with track & trace. You will receive the track and trace code as soon as your order is dispatched.

Pick up from retailer

There is now also the possibility to pick up a package at our address. This possibility is visible in the payment process after you have entered an address. Pick up is only possible on Monday through Friday but only after a message in your email when the package is ready. You will receive a pickup reservation via email. Check your spam, the message may have disappeared there. This option is only available for Belgium and the Netherlands at the moment.

How long will 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 parcel has been dispatched. Due to national corona measures, delivery times may be a few days longer. For shipments of stickers only, we work with letter post consignments. Delivery of letter post shipments in Europe is 2 to 5 working days. A parcel to another country takes 2 to 5 working days under normal conditions.

My order has not arrived, what should I do?

The delivery period starts from the moment you receive our shipping confirmation. In this coming period a delay is possible. 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 may return them within 14 days of receipt. Please return your goods to Diacé, Zonstraat 40, 2500 Lier (BE). We advise you to return the goods with proof of postage. You are responsible for the return shipping costs. As soon as we have received your return, we will send you an e-mail. The amount of your return will then automatically be refunded to the account you used to make the payment or will be deducted from your Klarna account. The refund will be made within 14 days after receipt of the goods (charges for transfer back to foreign account are for the consumer)