Frequently asked questions
Find an answer to the most frequently asked questions below.
Product
How do you identify your DucoBox model?
To ensure you select the correct filters for your DucoBox, you can check it in the following ways:
1. Use the arrows next to the display to navigate to ‘INFO’ and then ‘DEVICE INFO’.
Your DucoBox model and type will appear on the display.
You can also download the info sheet about the display menu for more guidance.
Download the info sheet about the display menu.
2. If available, you can also read the model type directly from the sticker on the box.
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 or by checking the dimensions of your DucoBox. See the question above for further instructions.
When you know you DucoBox model, navigate in the webshop to the filter set that belongs to your ventilation box.
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.
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.
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 a DUCO 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 B2Bwebshopsupport@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 available?
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, deferred payment is not possible.
However, if you pay by credit card, the payment may be processed at the end of your card’s billing cycle, effectively postponing the actual charge.
How much VAT or tax will be applied to my order?
VAT and taxes are always excluded from the prices shown on our product pages.
Shipping costs and applicable taxes vary by country and are calculated at checkout. Below you'll find 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: 25,5%
- Germany: 19%
- Greece: 24%
- Hungary: 27%
- Ireland: 23%
- Italy: 22%
- Latvia: 21%
- Lithuania: 21%
- Netherlands: 21%
- Poland: 23%
- Portugal: 23%
- Romania: 21%
- Slovakia: 20%
- Slovenia: 22%
- Spain: 21%
- Sweden: 25%
Can I receive an invoice?
When your order placed through the B2B webshop has been shipped, an invoice will automatically be sent to the email address you provided during checkout.
If you did not receive the invoice, please feel free to contact B2Bwebshopsupport@duco.eu. We will be happy to resend the invoice for your order.
Shipping & delivery
When will I receive my order?
- Belgium & Netherlands: Orders placed on working days are usually delivered within 3‑5 working days.
- International deliveries (outside the Benelux) typically take 5‑10 working days. Delivery times may vary due to customs or transport conditions.
Deliveries do not occur on weekends or public holidays. Orders placed during weekends are processed and shipped on the next working day.
Who delivers my order?
Deliveries of our products are handled by TNT.
Once your order has been shipped, you will receive an email from the courier containing a tracking number so you can follow your shipment and its delivery status.
What are the shipping costs?
The following shipping rates apply for orders placed through our B2B webshop:
- Belgium & Luxembourg: €12.00
- Netherlands: €17.00
- Outside Benelux: €20.00
Which countries do you ship to?
Orders are possible from Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Spain and Sweden.
We do not currently deliver to Switzerland, Norway and the United Kingdom.
Can I modify the delivery address?
After your order has been placed, it is unfortunately no longer possible to change the delivery address directly.
However, there may still be options available to track and redirect the package through TNT's Track & Trace service.
You receive this Track & Trace link via e-mail once your order has been shipped by DUCO.
I did not receive my order. What should I do?
We're sorry to hear that!
Please check the TNT Track & Trace status using the link you received by email when your order was shipped.
If the status appears to be incorrect or unclear, please contact us and we'll help to look into it for you.
Returns
How can I return a product?
Not satisfied with your product and wish to return it?
Please get in touch with us via our contact form.
What period do I have to make a return?
Return questions and requests should be submitted within 14 days from delivery and are always at your own expense.
Who pays for the cost of a return?
Returns are always at the expense of the customer.
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.