Frequently Asked Questions (FAQs)
Custom Moulded Products
Q: How does the impression booking process work?
A: Once you placed an order, we would contact you about having your ears checked by your doctor. Once cleared, we would book you an appointment at a convenient location.
Q: How is an impression taken?
A: It's a quick, painless process. An audiologist examines your ears, places a foam block to protect the eardrum, and squeezes soft silicon material into the ear. It sets in 5-8 minutes and is then gently removed.
Q: How long does it take to make a custom moulded product?
A: Manufacturing time was between four and six weeks from when the impression reached the manufacturer, as each pair is handmade.
Q: Can I use my own impressions?
A: Yes, provided they were taken in the last three months, as the material degrades over time.
Shipping & Returns
Q: What are your standard shipping prices?
A: Orders below £15 were £1.95 P&P, orders £15-£50 were free, orders over £50 were free Signed For Delivery, and orders over £100 were free Next Day Special Delivery.
Q: What should I do if my package doesn’t arrive?
A: We followed Royal Mail's policy, which considered a package lost after 15 working days. A replacement would be sent after this period.
Q: What is the refund policy on custom products?
A: Due to their custom nature, refunds were not usually given. Any approved refund was subject to a 25% handling charge from the manufacturer.
Product Queries
Q: I want to buy the Tinnitool. How does the 'Rent to Buy' scheme work?
A: You paid the full price up front. If it did not improve your condition in three months, you could return it for a £100 partial refund, provided it was returned in full working order.
Q: Will the Sleepfit earplugs block all noise when I sleep?
A: No earplug can block all sound, as sound is also transmitted through bone. However, it provided 26-28dB of noise reduction, which is near the maximum possible for an earplug.
Q: What are the main differences between the ER range and the Audio Armour earplugs?
A: The ER range filters could be interchanged by the owner and were of a higher quality, giving the flattest attenuation (volume decrease) across frequencies.