Frequently Asked Questions

Custom In Ear Monitors

How do i know which model of custom in-ear monitors to get?

Visit our overview of what in-ear monitors may suit you best: Click Here

Do I need any other equipment to make them work?

If listening to music, simply plug the cable into any iPod, MP3 player or portable media device to enjoy your music. If performing live onstage or rehearsing you will need a wireless transmission system. Our associate company Forefront Productions is an authorised dealer for Sennheiser, and can provide you with their full product line. Click here for more information, or call Forefront to speak with a specialist who will help you design your full stage system.


Do you supply Custom Personal Monitors to anywhere in Australia?

Yes. You can purchase our Custom Personal Monitors from anywhere in the country, by placing your order direct through our online store. Our prices include shipping to your door. All taxes, customs, duties and landing fee's are included in the sale price - there's no more to pay*

IMPORTANT NOTE: Due to the fluctuating dollar, we can only hold your order for 14 business days in which time we need to receive your impressions and payment.

Should we not receive your impressions and/or payment with that timeframe, your order may be cancelled and will need to be resubmitted when you are ready to send your impressions and payment and will be subject to the price at the time and to this rule.


Do I need or want the passive ambient feature for my customs?

The passive ambient feature allows environmental or outside noise to mix in with the music. Noise isolation is reduced from 26dB to 12dB. This is designed primarily to aid professional stage musicians transitioning from traditional wedge speakers to in-ear monitors. Once the artist becomes comfortable with in-ear monitors, the ambient port is sealed. Our experience is less than 5% of artists use this feature.


How long does it take to manufacture a Custom Personal Monitor?

Alclair - Usually 15 - 20 business days (3-4 weeks) from the time we receive your impressions. 

These time frames are a guide only. During peak times, the manufacturing time may be an extra 2 - 3 weeks. Orders can also be delayed due to shipping and customs hold ups. 

Please note: We do not receive updates from the manufacturer on the progression of your order. After we notify you that your impressions have been sent to the manufacturer, the next update you will receive is when your completed order has been shipped.


Does Earzone keep the ear impressions or send them back with the order?

Your ear impressions are digitally scanned and the originals kept on file with Alclair. We do not send back impressions. After two years, we advise you to get new ear impressions for proper future fit.


What if my earpieces are defective?

It's highly unlikely, but it could happen. Alclair offers a 1 YEAR parts and labour warranty against manufacturing defects (unless specified differently) on all earpieces (cables and accessories not included). Contact us for further information. Warranty does NOT extend to shipping or damage caused by misuse. Shipping for repairs (including warranty) is payable by you, the customer.


What if my earpieces need a refit?

Your custom in ear monitors are made directly from the impressions you supply so it's important that your Audiologist follows the impression instructions exactly as requested to ensure a proper fit. It's not uncommon for them to feel a little tight at first. Wear them enough to let your ears adjust.

Alclair offers a 30 DAY fitment guarantee so if they do need adjusting, send them back to us and we'll send them back to the lab for adjusting. A shipping and administration fee of $65 is payable prior which covers shipping costs to the USA, customs documentation administration, domestic shipping back to you and any other associated cost. Please note this fee may change without notice due to fluctuation in the US dollar.

Alternatively, you may deal directly with the manufacturer and arrange your own shipping.


What if my music doesn’t sound right?

If you are experiencing problems with your custom personal monitors such as intermittent sound, lack of sound in one earphone, static or distortion the problem may lie within the cable and not the ear-pieces themselves. To fix this problem, detach the cable where the cable and earphone meet. Hold on to the thickest part of the cable and the earphone. Apply a little pressure and pull the cable out. Once the cable has been removed, reverse the cables and insert back into the earphones. If the same problem transposes to the different ear, the problem is within the cable and a new cable will need to be ordered.


How do I insert my Custom In Ear Monitors?


How should I look after my customs?



We don’t recase or reshell monitors from other brands, but if you want new colours on your Alclair in-ears, we can help. If you are the original owner, you can change the shell and face plate colors of your Alclair in-ears at any time. Contact us to set-up your reshelling at


What is a connector / cable type?

The cables use a standard (0.78mm) gold plated 2-pin connector.

How do i clean my in-ear monitors?

Dirt or wax in the ports of your in-ear monitors can cause loss of sound, distortion, or other artifacts in your audio. Each custom in-ear set comes with a cleaning tool. We recommend using only the cleaning tool to clean your monitors. Using non-recommend instruments or liquids may void the warranty or cause further damage to your monitors.

Replacement tools can be ordered online here



Sound is cutting in and out 

This might be an issue with the cable. You can switch the cables from left to right by unplugging the monitor from the cable and plugging the left cable into the right monitor and vice versa. If the problem switches ears, the cable needs to be replaced. 


My cables have turned green. 

You may notice a discolouration in the clear cables. This is due to oxidation of the copper components of the cable and is perfectly normal. The change in colour will not impact the sound quality. 


I’m missing some frequencies or the sound is not balanced left to right. 

Your monitors use balanced armature drivers which are different than a traditional speaker. They don’t “blow” in the traditional sense but repair can be necessary if they are damaged by high volume levels or from drops. Please protect your in-ear monitors from falls or impact with an instrument or drum sticks.

If you notice that your ears sound quiet, are not getting enough bass, or high, or have a rattle or distortion, these are indications of wax buildup in the tubes. Most of the repairs we see are due to wax buildup. It is hard to tell because they might sound “blown”. But as balanced armature drivers don’t break like a standard speaker, this is usually caused by excess wax.

You can protect your in-ear monitors by cleaning them with the tool supplied and keeping them in the case. This will protect them from damage and the small desiccant container will help keep them dry.

Book them in for a service here.


My shells are cracked or damaged. 

Alclair can repair your cracked or broken shells. They’ll need to be sent back to the US for that. Request a repair here to get pricing and an RMA number to return them to be fixed. 


My monitors sound distorted or fuzzy. 

If your monitors are distorting at reasonable volume levels, that is most like shock damage to the drivers. If this occurs, contact us to get an RMA number for repair (insert link for repair form here).