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Below you will find answers to the questions we get most frequently asked.

Can't find the answer you're looking for? Then please feel free to call us on 01295 266 665, or This email address is being protected from spambots. You need JavaScript enabled to view it., and we will be happy to help.

  • Q - HOW LONG WILL IT TAKE TO MAKE MY CUSTOM PRODUCT? +

    A - Once we have received your ear impressions our production time is currently between 10-15 working days. This can vary daily depending on the number of orders we have in production and may exceed the time specified above.
  • Q - DO YOU OFFER AN EXPRESS SERVICE? +

    A - We offer an express service if you need your order in a hurry, at a cost of an extra £120 per product. Express on PRO ear plugs is 24 hour production time. Express on IEMs is 48 hour production time. During particularly busy periods we may suspend this service. If you would like to have your order expressed please call our Head Office on 01295 266665 to make arrangements.
  • Q - YOU ALREADY HAVE MY IMPRESSIONS ON FILE, DOES THIS MEAN I CAN GET A DISCOUNT? +

    A - Yes, the ACS Loyalty Discount - Save 15% off your next order – valid on all custom-made products.

    Customers who have previously bought ACS custom hearing protection or in ear monitors within the last 4 years will qualify for a 15% discount off their next order when purchasing online at acscustom.com or directly with ACS Ltd. This discount cannot be used in conjunction with any other discount code or on non-custom fit hearing products, accessories, or the ambient live processor. UK purchases only.

    If you would like to claim your Loyalty Discount, please call 01295 266 665 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

    N.B. Ear impression taking is a free of charge service when purchasing our custom products and any costs for this are incurred by us.

  • Q - CAN I ORDER A SINGLE SIDED PRODUCT? +

    A - Yes, absolutely. You will need to place your order over the phone to do so. Give our customer service team a call on 01295 266665.
  • Q - WHAT ARE GRIPS AND CORD? +

    A - Grips are an extra section of silicone added to the ear plug to aid insertion and removal. Cording is a detachable neck cord fitted to the ear plugs.
  • Q - I PLACED MY ORDER ONLINE, BUT I HAVEN'T RECEIVED MY PRODUCT YET. +

    A - If you've bought a custom product we'll need impressions of your ears to make your order. We will have sent you a voucher by email after ordering online which you will need to print off and take with you to your impression taking appointment. Unfortunately, we cannot make a custom fit product without ear impressions. More information on this here.
  • Q - HOW LONG WILL MY CUSTOM EARPLUGS OR IN EAR MONITORS FIT? +

    A - Your custom product can last indefinitely, however we recommend new ear impressions are taken every 4 years as the shape of your ear canals can change over time.
  • Q - WHAT WARRANTY DO I GET ON MY PRODUCT? +

    A - All products come with a 30 day warranty period for problems with fit, and 12 months warranty on build defects/components.
    For full details click here
  • Q - I HAVE A PROBLEM WITH MY IN-EAR MONITORS BUT THEY ARE OUT OF WARRANTY, CAN YOU STILL REPAIR THEM? +

    A - Yes, we can repair them. If you would like to send them in to our Banbury office with a covering letter describing the problem and your contact details, we will get back to you with a quote for repair within a few days.
  • Q - IF I NEED TO ORDER A SECOND PRODUCT WILL I NEED TO HAVE MY EAR IMPRESSIONS TAKEN AGAIN? +

    A - We will keep a digital copy of your ear impressions for 4 years and will be able to use them to make further products when you order them. Just give our office a call on 01295 266665 once you have placed your order to let us know to use your existing impressions.
  • Q - CAN I HAVE A LOGO/DESIGN ETCHED ONTO MY ACS CUSTOM IN-EAR MONITORS? +

    A - We offer an additional laser etching service for those wishing to have a design on the face of their custom in-ear monitors at an extra cost. If you'd like to proceed with this service, please contact us before ordering your product. Etching will be subject to the amount of detailing in the artwork and the size of your ears.
  • Q - WHICH PRO FILTER SHOULD I USE? +

    A - The following is a good guideline but If you are unsure please feel free to contact us for advice on 01295 266 665.
    Pro10 – For acoustic musicians and small ensembles. Light protection in everyday environments.
    Pro15 – Orchestral musicians.
    Pro17 – DJs, vocalists, amplified instrument players, sound engineers, gig goers, clubbers.
    Pro20 – Extra High frequency protection, ideal for drummers.
    Pro26 – For venue staff and people exposed to high levels of noise for long periods of time. Good for industrial use.
    Pro27 – Best suited for motorcyclists and motorsport. Thinner sound tube on mould to help reduce wind noise under a helmet.
  • Q - HOW DO I BECOME AN ACS ENDORSEE? +

    A - We love welcoming artists to the ACS family. If you would like to become an ACS endorsee, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and he will happily go through the process with you.
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