Frequently Asked Questions

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 to organise an ear impression appointment for you at one of our 300+ partner ear impression taking locations. 

If you've previously ordered from us (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 to 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 2 Victoria Works, 6 Fairway, Petts Wood, Kent, BR5 1EG. 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  customerservices@ultimateear.com, 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 UK currently (but this is coming soon!), but the process is similar to ordering from the UK.

However, 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, which can potentially save you time and money as you will not have to ship any physical impressions into us. The format required for this file is an STL format which is the industry standard. 

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

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

Yes, nearly all of our products are custom made from impressions of your ears, so we need a set before we can start making yours. Accessories such as pouches, wipes and comfort cream don't need them.

There are three ways to provide them:

• We arrange an appointment for you. Choose "arrange an appointment for me" when you order. 
• We already have yours. If you've ordered from us before, we may hold a digital copy of your impressions. Choose "I have ear impressions" and we'll match them to your order. There's no need to post anything.
• You already have a set. If you've had physical impressions taken elsewhere, post them to us with your order number and contact details. They need to be recent and suitable for making earplugs, so get in touch first if you're unsure.

Once you have placed an order with us our team will be in touch 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 UK and the usual price for a home visit is £50 depending on your location. Please contact us for more information on this service.

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

If you are ordering from outside of the UK, please read the section ‘How do I order if I am not based in the UK?’.

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 £40.

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

Once you have purchased from us we keep a digital copy of the initial impressions on file for 5 years which can then be used for any future purchases within this timeframe.

Please place an order through our website and then post the impressions into our address (2 Victoria Works, 6 Fairway, Petts Wood, BR5 1EG) including your order number and contact details in with the parcel.

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. Please note, the 3D files are for our internal use only and cannot be shared with customers.