Frequently asked questions
Find an answer to the most frequently asked questions below. You will also always find all the information in our general terms and conditions.
Product
What is the difference between a G4 and F7 filter?
If you are looking for basic protection against dirt and dust, a G4 Coarse 65% filter is enough. For better air quality and protection against fine dust and dirt particles, choose an F7 ePM1 55% fine dust filter. The F7 variant is especially useful for people with allergies or breathing problems.
How do I know which filter set to choose?
First of all, check which DucoBox model you have in your home. You can easily search for this via the display menu. Select ‘INFO’ and then ‘DEVICE INFO’. Here you see the DucoBox model and below the type, for example DB Energy Comfort – Type 325.
Download the info sheet about the display menu.
Then navigate in the webshop to the filter set that belongs to your ventilation box. For the example above, this is ‘DucoBox Energy Comfort D325’. Then you can choose from 2 variants: a set with 2 coarse filters or a set with a coarse filter and a fine dust filter.
When is it time to replace the filters?
DUCO recommends replacing the filters of your ventilation system every 6 months. You can also monitor the filter indication on the display of the DucoBox. There are also other signals:
- More visible dust on surfaces and in the air
- Musty smell in spaces
- Ventilation box makes more noise
- The filters are very dirty
- …
Read more in the blog “When to replace filters.”
Tip: During checkout, you can choose to receive emails with a reminder when it’s time to clean or replace your filters. So be sure to register if you want to receive these memories from us.
Why should I choose an original DUCO filter?
Original DUCO filters are specially designed for DUCO ventilation systems. Counterfeit filters or generic brands may compromise the performance of the DucoBox and affect your warranty.
How can I replace the filters of my ventilation system?
Find out how to replace the filters of your DucoBox ventilation system in the manual or via the links below (instruction videos):
What does the ISO 16890 standard mean?
The ISO 16890 standard classifies filters for ventilation systems based on their ability to filter particles of different sizes, such as PM10, PM2.5 and PM1. As a result, the standard provides a more realistic picture of filter performance in real conditions, helping to choose the right filter for optimal air quality. Filters are divided into categories such as Coarse, ePM10, ePM2.5 and ePM1, depending on their efficiency in the removal of particulate matter and other particles. This standard replaces older standards and ensures better comparability and clarity for consumers.
Do you have another product question?
Contact us via the contact form or ask your question to b2cwebshopsupport@duco.eu.
You can also take a look at the filter collection page on our duco.eu website.
Order
How do I place an order?
Place your chosen product and the desired quantity in your shopping cart. This is the white button with the text ‘Add to cart’.
Please note that with the filter sets you can choose from 2 variants: a set with 2 Coarse 65% (G4) filters (coarse) or a set with 1 coarse filter and 1 F7 ePMI 55% filter (fine dust).
In the shopping cart you can then choose to pay (green button ‘Pay’). Here we also ask you to accept our terms and conditions. Then complete the check-out form to complete your order. After ordering, you will immediately receive an email with your order confirmation.
Can I also buy filters at a physical location?
No, our original DUCO filter sets are only available online, in our own webshop or at one of our partners.
How do I cancel or modify my order?
After ordering, our logistics partner will immediately get started to prepare your package for shipment. Cancelling or modifying an order is therefore not possible, but returning is possible. Please note that returns are at your own expense.
Payment
What payment options are there?
Pay securely online:
- Belgium: Bancontact or credit card (VISA or Mastercard).
- The Netherlands: iDeal or credit card (VISA or Mastercard).
- Outside Belgium and the Netherlands: credit card (VISA or Mastercard)
Quick checkout is also possible via Apple Pay or Google Pay.
Can I pay later?
No, late payment is not possible. By paying by credit card, you do postpone the payment until the end of the month.
How much VAT or taxes do I pay on my order?
The VAT or taxes are always included in the price shown. Below is an overview of the VAT rate per country.
- Austria: 20%
- Belgium: 21%
- Bulgaria: 20%
- Croatia: 25%
- Cyprus: 19%
- Czechia: 21%
- Denmark: 25%
- Estonia: 22%
- Finland: 24%
- Germany: 19%
- Greece: 24%
- Hungary: 27%
- Ireland: 23%
- Italy: 22%
- Latvia: 21%
- Lithuania: 21%
- Netherlands: 21%
- Poland: 23%
- Portugal: 23%
- Romania: 19%
- Slovakia: 20%
- Slovenia: 22%
- Spain: 21%
- Sweden: 25%
Can I order at a VAT rate of 0%?
Professionals with a valid VAT number can visit ourB2B webshop.
Can I receive an invoice?
Receiving an invoice is unfortunately not possible in our webshop.
Shipping & delivery
When will I receive my order?
Belgium and the Netherlands: If you order before 23:00 on working days, we will deliver your package the next working day. There is no delivery on weekends. Orders on weekends are delivered on Tuesday.
International deliveries (outside the Benelux) take place within 3 working days.
Who delivers my order?
Deliveries within the Benelux are made via DPD. For other countries, we use local courier services.
You will receive an e-mail from the courier service with a track and trace to track the shipment and delivery.
When do I benefit from free shipping?
The shipping is free for orders from €100.
What are the shipping costs?
Shipping is always free for orders from €100. For orders less than €100 you pay €4.99 shipping costs for Belgium, the Netherlands and Luxembourg. Outside the Benelux, shipping costs are €9.99 for orders less than €100.
Which countries do you ship to?
Orders are possible from Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Spain and Sweden.
We do not currently deliver to France, Switzerland, Norway and the United Kingdom.
Can I modify the delivery address?
Once your order has been placed, it is no longer possible to modify the delivery address yourself. Depending on the courier service handling your delivery, there may still be possibilities.
The item number on my package does not match the ordered item number. What should I do?
When it comes to an order with filters, it is normal. The article number on your package differs from the article number on the product page (or on other web shops) due to the process that your order takes to get your package to you.
To be sure, you can check the article number below. Is there still a problem? Then contact us and we will look into it for you.
Product Description: Filter set 2 x Coarse 65 % Energy Comfort
Article number on your package: 0000-4986
Article number on the product page: 0000-4547
Product Description: Filters set Coarse 65% /ePM1 55% Energy Comfort
Article number on your package: 0000-4987
Article number on the product page: 0000-4661
Product Description: Filters set 2 x Coarse 65 % (Energy Comfort D400)
Article number on your package: 0000-4989
Article number on the product page: 0000-4741
Product Description: Filters set Coarse 65% /ePM1 70% (Energy Comfort D400)
Article number on your package: 0000-4990
Article number on the product page: 0000-4742
Product Description: Filters set 2 x Coarse 65% (Energy Comfort Plus)
Article number on your package: 0000-4991
Article number on the product page: 0000-4741
Product Description: Filters set Coarse 65% /ePM1 70% (Energy Comfort Plus)
Article number on your package: 0000-4992
Article number on the product page: 0000-4742
Product Description: Filters set 2 x Coarse 65% Energy Premium
Article number on your package: 0000-4993
Article number on the product page: 0000-4417
Product Description: Filters set 1x Coarse 65% & 1 x ePM1 70% Energy Premium
Article number on your package: 0000-4994
Article number on the product page: 0000-4416
I did not receive my order. What should I do?
Contact us and we will check for you what happened to your package.
Returns
How can I return a product?
Not satisfied with your product and you want to return it? Scan the QR code at the bottom of the packing slip. Check the details and, if necessary, also provide us with the reason for your return. We will then review your request and send you further instructions via the email address linked to your order.
Please note that the shipping costs for returns are at your own expense.
You can return to the following address:
ShopWeDo
Ostend Stores Business Park
Oudenburgsesteenweg 31 - C9
8400 Oostende
Belgium
What period do I have to make a return?
Returns can be made for 14 days from delivery and are always at your own expense.
Who pays for the cost of a return?
Returns are always at your own expense.
What is the Return Policy?
Find out more about the return policy in our general terms and conditions – Article 7 – Right of withdrawal.
Other question or complaint?
Do you have another question about your order? Contact us.
Be sure to mention the order number you received in the confirmation email. This way we can find your order more quickly.