We strive to deliver the best quality. Nevertheless, custom-made products may require some reworking. If you have custom-made In-Ears for the first time, give your ears about a week to get used to wearing them.

Check

Is the earpiece possibly not inserted correctly? Please check whether the cymba (the part on which we have engraved your name) is positioned under the skin flap. A mirror or a friend with In-Ear experience can often help you to insert it correctly. The earpiece should not protrude far out of the ear and should fit snugly.

If this does not help either, please send us the In-Ears well packaged and with a brief description of the fault. If you have any questions, please contact us in advance.

Check

Insert the earpiece and let a signal play. Now press the receiver on the quieter side further into the ear with one finger and only light pressure. If the signal is now balanced, then one side of the custom-made earpiece is not completely sealed.

Perhaps the earpiece is not inserted correctly? Please check whether the cymba (the part on which we have engraved your name) is positioned under the skin flap.

If this does not help either, please send us the In-Ears well packaged and with a brief description of the fault. If you have any questions, please contact us in advance.

Check 1

If the problem only occurs on one side, please disconnect the cable from both earpieces and plug the cable from the side where the signal was still audible to the side where there was no signal. If the faulty side now works again, all you need is a new cable, which you can buy in our accessories store.

If this does not rectify the fault, please send us the In-Ears well packaged and with a brief description of the fault. Please contact us in advance if you have any questions.

Check 2

If the problem occurs on both sides, try borrowing a cable from a musician colleague or one of our dealers and test whether the In-Ears work with the other cable. If the In-Ears now work again, all you need is a new cable, which you can buy in our accessories store.

If this does not resolve the fault, please send us the In-Ears well packaged and with a brief description of the fault. If you have any questions, please contact us in advance. 

Check 1

If only one side is tugging, please disconnect the cable from both earpieces and swap the left and right sides. If the distortion now occurs on the other side of the In-Ears, then you only need a new cable, which you can buy in our accessories store.

If this does not solve the problem, please return the In-Ears to us well packaged and with a brief description of the fault. If you have any questions, please contact us in advance.

Check 2

If the problem occurs on both sides, please test whether the problem also occurs with another audio source. If the distortion no longer occurs, then there is a problem with the first audio source. It may not be designed for the low impedances of In-Ears. Many headphone outputs on mixing consoles are not suitable for the direct connection of In-Ears, as the headphone amplifiers are designed for high-impedance In-Ears.

Check 3

Try borrowing a cable from a musician colleague, from us or from one of our dealers and test whether the headphones work with the other cable. If the In-Ears now work again, all you need is a new cable, which you can buy in our accessories store.

If this does not resolve the fault, please send us the In-Ears well packaged and with a brief description of the fault. If you have any questions, please contact us in advance.

Our In-Ears have acoustic filters built into the sound channel. These filters have a membrane made of a fine fabric and serve to both model the sound and protect the technology from moisture and dirt.

Dust, sweat and earwax can contaminate the membrane more and more over time, resulting in a muffled or quieter sound than in the beginning. In such a case, you are welcome to send us your monitors for a filter exchange, after which it will sound like new again.

If the earpiece is used regularly while sweating profusely, it can happen that a drop of moisture completely wets the membrane of the filters leading to no sound passing through. After laying in a closed case with a drying capsule overnight, the earpiece usually works again. If you need to do it quickly, you can also (carefully) use a hairdryer to help it along.

If the pin is still sticking out a little, try pinching it with a nail clipper or a fine cable side cutter and levering it out. If you don't succeed, please send us the In-Ears. We can usually get hold of the pin. If the pin is too deep, we will replace the entire jack. Please send us the In-Ears well packaged and with a brief description of the fault. If you have any questions, please contact us in advance.

Over time, the cable may become loose at the socket. The classic reasons for this are if you hold the In-Ears by the cable when putting them on and taking them off or if you only ever have one side in your ear and the other side is hanging down.

So if the cable is too loose or even comes off the earpiece, please send us the In-Ears well packaged and with a brief description of the fault. We can either tighten the socket or replace it completely. However, we will need to inspect the In-Ears on site. Please contact us in advance if you have any questions.

Emergency solution for the transition

If you are currently on tour and cannot spare your In-Ears, there is an emergency solution to fix the pins again for the transition. Please note that this does not eliminate the need to change the socket and you will also damage your cable.

To fix the cable again for a short bridging time, you can use small pliers (preferably without grooves) to press very lightly on the ends of the pins, which will make them slightly oval and thus have a greater clamping effect in the socket. Hold the cable so that the pins are next to each other and not on top of each other. Press carefully and not too hard. Please note: Use at your own risk and only for emergencies!

Don't panic! We can usually fix your baby ;-)

Please collect all parts that can be found and send them in together with the In-Ears. If you have any questions, please contact us in advance.

In most cases, we can replace the switch without much effort. Please send us the In-Ears well packaged with a brief description of the fault. If you have any questions, please contact us in advance.

Let us know about it! Either by email, on Google or via social media. We'd love to hear from you - even if you don't have any problems ;-)