FAQs

Yes, an overwhelming majority of our products are custom made meaning they require an impression of your ear.

You can order online or by calling us on 01689 876885. You can also visit us at one of our events which we attend.

Once you have placed an order, 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 the physical impressions back into us.

If you ordered from us prior to this, or if you already have physical ear impressions sourced elsewhere/yourself, you must post them into us at Ultimate Ear, 2A Bedford Road, Sidcup, Kent, DA15 7JP.

Digital impressions (STL files) can be used to place an order with us. 

If you do not have ear impressions already, select ‘I need an impression appointment’ when ordering online and one of our helpful staff members will be in touch to organise this appointment on your behalf.

Once you place an order online or by calling us on 01689 876885 we will be in touch to organise your impression appointment. We have over 300 UK audiologist partners in the UK 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. the usual price for a home visit is £40. Please contact us for more information on this service. 

If you are based in London/South-East you can visit our offices in Sidcup, Kent for an impression appointment. Contact us here to arrange that. Alternatively, we take free ear impressions at all of our events 

Our standard lead time for manufacturing is 2-3 weeks from receipt of your ear impressions. 

During very busy periods, a worst case scenario is 20 working days. 

We do however offer an express services for an additional £40, 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 £30-40.

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.

After your ear impression appointment you must post these into us. View our contact details here.

We recommend you send your ear impressions via a recorded 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 (if we received them). As of January 2022 we scan all physical impressions and keep a digital copy on file. This means you do not have to post the physical impressions into us again if reordering. as we can use the digital copies for any replacement sets or the ordering of any new products.

We recommend getting a new replacement set every 4-5 years using new impressions as your ears are constantly growing and changing shape.

In terms of the plugs themselves, they shouldn’t deteriorate as they are designed using high quality medical grade silicone.

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

Click here to view our full returns policy.

All of our products come with a 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.

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.  

Repairs, Returns & Adjustments