Frequently asked questions

Orders are prepared and dispatched within 72 hours maximum after payment is confirmed, Monday to Friday, excluding public holidays. Most orders leave within 24 hours. You receive a tracking email as soon as the carrier collects the parcel.

As an indication, delivery takes about 3 working days in mainland France and 4 to 5 working days elsewhere in Europe. Outside Europe, allow 8 to 15 days or more depending on the destination. These times are given for information only: transit is handled by the carrier, and we cannot be held responsible for delivery delays. Full details are in our shipping policy.

Delivery is free in Europe for any order of €40 or more. Below that, shipping is calculated at checkout according to the carrier and destination you choose.

We ship with La Poste (tracked letter or Colissimo), Mondial Relay for pickup points, and Chronopost or FedEx for express delivery. You choose the option that suits you during checkout.

Yes, we ship worldwide. Orders delivered outside Europe may be subject to import duties and taxes that are not included at checkout and remain payable by the recipient. We handle the export paperwork from France, but we cannot estimate or refund those charges. Your local customs office can tell you what applies.

A tracking number is emailed to you when your parcel is handed to the carrier. You can follow it on our tracking page or directly on the carrier's website.

Yes. You can request an exchange or a refund within 30 days of receiving your parcel. Items must be returned in new condition, unworn and in their original packaging. Anything returned with stains, marks or signs of wear cannot be refunded or exchanged. See the refund policy and, for EU customers, your right of withdrawal.

Return shipping is at your expense unless the item is defective, in which case we cover it. A return label can be requested through our return form; fees may apply. If the automatic label does not work, write to info@kaio-dia.eu.

Once your return reaches us, an exchange is sent back within 5 working days at our expense. A refund is issued within 5 working days to the payment method used for the original order.

Cooling products such as the Dia-Cool pack cannot be exchanged or refunded when the usage instructions have not been followed, for example soaking for more than 60 minutes or machine washing.

Each product family has its own size chart based on the measurement that matters for that item, usually the arm or waist circumference. Measure with a tape that is snug but not tight, then compare with the chart on the product page or on our size guides page.

Our accessories fit the main glucose sensors, including FreeStyle Libre, Dexcom, Guardian Enlite, Medtronic Simplera, Sibionics and Medtrum, patch pumps such as Omnipod, GlucoMen Day and Medtrum Nano, and tubed pumps such as Medtronic MiniMed, YpsoPump, Tandem t:slim X2, Tandem Mobi, DANA and Accu-Chek. The quickest way to check is to browse by your own device: by glucose sensor, by insulin pump or by insulin pen and vial.

Textile accessories are washed at a low temperature, without bleach. Hang them to dry and do not iron them, so the fabric keeps its stretch and the printed design stays sharp. Cooling wallets follow their own instructions, supplied with the product.

Our accessories are covered by our EU compliance documentation and our registration details are published on the site. The compliance and certifications page lists what applies to each range.

By email at info@kaio-dia.eu, through the live chat on the site, or on WhatsApp at +33 7 80 91 97 41. A real person answers, not a bot.