FAQs

You can place an order online, over the phone (by calling us on 01689 876885) or by visiting us at one of the events which we attend.

If you are placing an order online and you do not have ear impressions already, simply select ‘arrange an appointment for me’ under the ear impressions option. Our team will then be in touch instantly to organise an ear impression appointment for you at one of our 300 + partner ear impression taking locations. 

If you already ordered from us previously (since the start of January 2022) we will have your ear impressions on file (digital copy) and there is no need to post your physical impressions back into us. Simply select ‘I already have ear impressions’ when ordering online and we will match your order details to your existing ear impressions which we have on file. 

If you ordered from us prior to January 2022, or if you already have physical ear impressions which you sourced yourself, you must post the physical ear impressions into us at Ultimate Ear, 2A Bedford Road, Sidcup, Kent, DA15 7JP. Please include your contact details in with the parcel so we can match them to your online order or contact you if you are yet to place an order. 

We can also accept digital impressions (STL files) for orders placed with us. Please place an order online and email the STL files to  [email protected], quoting your name and order number in the subject of the email.  

We do not have any formal resellers or relationships with audiologists outside of the U.K currently (but this is coming soon!), but the process is similar to ordering from the U.K.

Any audiologist will be able to take an ear impression for you.

Ideally, if the audiologist has a 3D scanner this will allow them (or you) to send a digital copy of the ear impressions to us via email.

The format required for this file is an STL format which is the industry standard.

This saves you time and money (potentially) with not having to ship physical impressions into us.

If the audiologist cannot provide an STL file, you would need to post the physical impression into us in the UK. 

You would also need to place an order online so we can match the impressions to your order when they arrive via email or in the post.

Yes, we can offer single replacement earplugs. The easiest way to order a replacement earplug is by calling us on 01689 876885 and letting us know your order number/ contact details and which ear you have lost. Our team can then process the order and payment over the phone.

To place an order for a replacement set simply place an order online and select ‘I already have ear impressions’. Alternatively, please call us on 01689 876885.

If you have ordered with us since the start of 2022 we will have digital copy of your ear impressions on file and there is no need to post your physical ear impressions into us. If you ordered before this we will need you to post your ear impressions into us here, including all your contact details in with the parcel.

Yes, an overwhelming majority of our products are custom made meaning they require an impression of your ear to be supplied for manufacturing. 

Once you have placed an order with us our team will be in touch instantly to organise your ear impression appointment at one of our impression taking partners. We have over 300 UK ear impression taking partners so no matter your location we will have a partner who can take your ear impressions within a short journey.

We also now offer a home visit service to certain regions in the U.K and the usual price for a home visit is £40 to £50 depending on your location. Please contact us for more information on this service. 

You can also visit our offices in Sidcup, Kent for an ear impression appointment, where we charge £30. 

if you are ordering from outside of the U.K, please read the section below which states ‘How do I order if I am not based in the U.K?’

Our standard lead time for manufacturing is around 3 weeks from receipt of your ear impressions. 

During very busy periods, a worst case scenario is 4 to 5 weeks.

We do however offer an express services for an additional £50, which guarantees the despatch of your order within 4 working days of us receiving the ear impressions. 

No, the impression fee is an additional charge which you pay to the audiologist directly on the day of your appointment. It is typically around £30 to £45.

Alternatively, we are based in Sidcup, Kent and charge £30 for ear impressions. Call 01689 876885 to book an ear impression appointment at our Sidcup Office.

Once you have purchased from us we keep a digital copy of the initial impressions on file for 5 years which can be used as many times as required within this timeframe to purchase any product.

After your ear impression appointment you will be given the physical ear impression to post into us.

Please post them to the address shown here.

We recommend you send your ear impressions via a tracked postal method. We also ask you to include your order number and contact details in with the parcel, so that we know they are your ear impressions when they arrive (alongside many others!).

Yes, when we send you your order we will return your physical ear impressions to you alongside your order (unless your impressions were taken for free by Ultimate at an event). As of January 2022 we also 3D scan all physical impressions and keep a digital copy on file. This means you do not have to post the physical impressions back into us again if reordering in the future as we can use the digital copies for manufacturing. 

We recommend replacing your earplugs with new ear impressions every 5 years as your ears are constantly growing and changing shape.

In terms of the earplugs themselves, they will not deteriorate as they are manufactured from a high quality medical grade silicone. Our products that incorporate speakers are fully serviceable and repairable so if any individual components fail within 5 years we can replace those components specifically (such as an individual speaker or the cable). 

Ultimate guarantees all custom products against defective manufacture, component failure and/or materials for one year from the date you receive your order. Please supply the original order number/receipt when making a claim under warranty

Our products that incorporate speakers are fully serviceable and repairable so if any individual components fail within 5 years we can replace those components specifically (such as an individual speaker or the cable). 

Click here to view our full returns policy.

All of our products come with a storage pouch, cleaning wipes, comfort cream (to help fit your earplugs), a cleaning tool (if applicable) and a fitting guide.These accessories can be viewed here.

Most of our products can also be supplied with a detachable lanyard (optional extra).

Yes, our products are available in a wide range of colours. The colour choices for each product will be available at checkout for each product.

No, our plugs come loose as standard.

A detachable cord and clip is available for an additional £5 (included with industrial range).

Yes, all our products are serviceable and we offer a full repair service.We can replace individual component such as speakers, cables or the earplugs. If it is uneconomical to repair your product, we always offer a discount on a brand new set.  

Please read more on our repair service and what you need to do to process a repair here.