FAQs

Who are we?

Diapoint was founded by Pamela Durant, the mother of a child with Type 1 Diabetes.

Our mission is to support people with diabetes and those who support them. This includes enabling people to embrace the condition. In alignment with this mission, the Diapoint online shop offers a range of cool diabetes products and accessories for people with diabetes. We hope you enjoy them.  

Shipping and Return FAQs:

1. Can I return a product if it is damaged or if the order is incorrectly filled?

In the unlikely event that any product you have purchased from us is damaged or an order is incorrectly filled, then you may return your product. If the product is returned unused and in its packaging, you may be eligible for a refund. 

2. How much time do I have to open a return request?

We accept return/exchange requests within 15 days from the date of purchase.

To be eligible for an exchange, your item must be unused, in its original packaging and in the same condition that you received it.

3. What if I have received a wrong size other than the one I ordered?

You are eligible for return or exchange if you have received a wrong size other than the one you ordered. Please first send us an email at customerservice@diapointshop.com.

4. What are the items that cannot be returned?

Please note that some items cannot be returned. This includes, but is not limited to the following:

  1. Items that are used or not in the same condition and packaging as you received it.

  2. Specific categories like inner wear, lingerie or underwear or anything that is required to stay sanitary for use.

  3. Items which have been used.

  4. Products that have been tampered with.

  5. Products with missing labels or accessories.

  6. Gift cards or stationery.

5. What is the process of return or exchange and refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed within 2 working days, and a credit will automatically be applied to your credit card or original method of payment, within 15 working days. (Please note that the time may vary depending on your bank or credit card company.)  

6. What are the payment methods available?

At the moment, we accept all credit/debit cards. If you have any specific requirements like bulk order etc, let us know and we may be able to arrange a different payment method.  

7. What can I do if I haven’t received a refund yet?

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company. Every company is different and it may take some time before your refund is officially posted. Next contact your bank. Banks often have some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@diapointshop.com and we will try to help.

8. How long will it take for my order to arrive?

The shipping rates and delivery time are displayed at the checkout page.
Domestic (within UAE) shipments typically take 2–3 working days.
International shipments typically take 5–15 working days.
Depending on where you live, the shipping costs and time may vary.
You can however track your shipment online.
Please note that the shipping time mentioned excludes public holidays and weekends.

9. Who will bear the shipping charges for returns?

The purchaser will be responsible for paying the shipping costs to return an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Import duties and custom fees may apply and the purchaser will be liable to pay them.

10. What is the return shipping address?

To return your product, send your product to: B2B Tower #2010, Business Bay, Dubai, UAE.

11. How can I track my order?

You will be provided with a tracking number which can be used to check your order and shipment status.

12. Are shipping fees refundable?

All shipping fees are non-refundable.
The detailed Shipping and Returns Policy can be viewed here

13. What are the conditions for returning FRIO products?

We will gladly accept Frio® products for return or exchange as long as the wallets have not been activated by water. We will also exchange your wallet if it has a manufacturer's defect.
ALL RETURNED PRODUCTS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AND IN RE-SELLABLE CONDITION.
All returns must be accompanied by the original receipt.
For any queries related to your order, please contact us at customerservice@diapointshop.com
For all other queries, please contact us at info@diapointme.com