I need help with:
GENERAL INQUIRY
shipping / delivery / other
FAQ Arc
FAQ One
FAQ AIR
When will my product be delivered?
You will receive an order confirmation & receipt once the order is processed. Because of COVID19, shipping is taking longer than usual and your product should be delivered within 15 working days, starting from the shipping date.
Who pays for customs and VAT?
When you order from a country within the EU no other fees are added. However, when you order from a country outside of the EU, you will be responsible for the local VAT and customs.
What is your return policy?
Proof of purchase must be submitted and the product packaging fully intact for a return.
Due to hygiene and sanitary reasons, in-ear models can't be returned once the package seal is broken.
The buyer is responsible for shipping costs related to a return to EOZ.
How long is the warranty valid?
The original EOZ product you have purchased is covered by a warranty of 12 months. The warranty period begins on the date of purchase of brand new, unused products by the first end user. Your earphones are protected against all manufacturing defects for 12 months from the date of purchase. The 12 month warranty does not cover defects or damages due to: mistreatment, misuse, theft, loss, water or fire.
Please retain your sales receipt or order confirmation as proof of purchase. Proof of purchase must state the date of purchase and name of the product. Upon expiration of the 12 month warranty period, we can no longer provide any repairs/replacements.
Download the user manual here https://drive.google.com/file/d/1vFg5VbQwdIog4E5rj9kpOxnFw-cSRpi5/view?usp=sharing
First time pairing
Press the power to turn on the headphone, you will ear a voice saying “pairing”, then go into your Bluetooth settings options and choose “EOZ ARC”
How to turn-on your EOZ ARC
Long press 3 seconds on the power button
How to turn-off your EOZ ARC
Long press 5 seconds on the power button
How to reset your EOZ ARC
1- long press power button to you enter "pairing mode" (blue/red LED flashing intermittently).
2- Once in pairing mode long press both "volume down button" + power button
3- Your headphones should then power off. To make sure your hard reset is effective, the headphones should not automatically connect to your last used device when turned on again. In order to re-connect your ARC to your device, please make sure you've deleted the previous pairing of the ARC in your Bluetooth settings.
How do I connect to my EOZ ONE?
Go into your Bluetooth function through your device's Settings. Turn Bluetooth on. If Bluetooth is already on, be sure to “refresh” by turning the Bluetooth off and then back on again. Hold the middle button of the earphones for 5-8 seconds. The first blue flash means that your earphones are now turned on. DO NOT LET GO and KEEP PRESSING the button. You will then see the red flash - this means the earphones are now ready to pair with your device. In your Bluetooth settings, you will see "EOZ ONE" listed - click connect. Once connected, the earphones will flash blue every 8 seconds or so. You can now use your earphones! To turn off your earphones, hold the middle button for 7 seconds or so. It will flash blue, this means the earphones are now turned off.
How do I turn on/off my EOZ ONE?
Press and hold the middle button on the remote for 3 seconds (blue light will blink when turning on).
How do I see how much battery that is left on my EOZ ONE?
Battery life status will be indicated on your smartphone for iOS. For Android, please download a Bluetooth battery app on the Google Play Store. A flashing red light indicates that your battery is low.
How do I charge my EOZ ONE?
To charge, connect your earphones to the micro USB charger. A solid red light indicates they are charging. A blue light indicates that they are fully charged and now ready for use. The earphones will turn off automatically after 10 minutes if it is not paired.
How do I change songs on my Vasa EOZ ONE?
Click and hold the button labeled (+) on the remote for 2 seconds to go to the next song. Click and hold the button labeled (-) on the remote for 2 seconds to go to the last song.
First Time Pairing
1. Open the EOZ air case
-> The blue LED will indicate the amount of battery left in the case
2. Remove the EOZ air from the Charging case
-> The EOZ AIR will now be in pairing mode.
3. Open the Bluetooth settings on your phone and start pairing
-> You will ear a "connected" on each of the buds once the EOZ Air are paired to your phone
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :
How to turn-on and turn-off your EOZ Air ?
To turn on your EOZ air, you can either:
-> Take them off the charging case
Or
-> Long press on both buds for 3 seconds
And To turn off your EOZ air, you can either:
-> Put them back in the charging case
Or
-> Long press on either buds for 3 seconds
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :
Touch control
Play pause : 1 short press on the center of either the right or left bud
Previous / Next track : two taps on the left bud for the previous song, two taps on the right bud for the next song
Receive / Hang up calls: One tap on either left or right but to answer call and hang up
Google assistant, Siri: 3 taps on either the left or right ear bud.
Turn on: Long press in the center of each of the buds for 3s
Turn off: long press on the center of the left bud for 3s
Enter in Pairing mode: Long press on the center of each of the buds for 5s.
If you are having difficulties mastering your touch pannel on the normal way, which is hitting it in the exact spot, you can also touch the whole surface of the bud with your whole finger so you can't miss it
Connection Issues - First Step
This procedure will reset and repair buds with each other. If that doesn't work, please try the "How-to Hard reset and (Re)-Pair both earbuds with each other" procedure.
How-to Hard reset and (Re)-Pair both earbuds with each other ?
1. Make sure to unpair and delete your EOZ AIR with ALL your Bluetooth device
2. Turn off your EOZ air by a long press on the center of each of the buds for 3 seconds
3. long press in the center of each of the buds for 15 seconds, until you see the blue led blinking 3 times twice.
4. long press 5 seconds on each of the buds, and then press quickly 4 times on each of the buds, your earbuds should now be reset.
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :
How to pair your EOZ AIR with a second device:
1. Make sure that the Bluetooth on the former devise is off
2. Remove the EOZ air from the hook
3. The EOZ AIR will now be in pairing mode.
4. Open the Bluetooth settings on your phone and start pairing.
5. You will hear a "connected" on each of the buds once the EOZ Air are paired to your phone
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :
Voice indicators:
"Pairing" ->Your EOZ AIR are looking for Bluetooth device to pair with
"Connected" ->Your EOZ AIR are connected to each other and / or your Bluetooth device
"Low battery" -> Your EOZ AIR have 10% or less battery
How to Pair the right earbud only?
1) Pull out the right earbud off the charging case and leave the left one inside
2) turn it off by pressing 3 seconds on the touch panel
3)Then, long press 5s on the touch panel until you see a white / blue LED blinking.
-> It's now on and pairing mode.
4) Go to your bluetooth available devices and select the EOZ Air
-> Your right earbud should now be paired to your phone
When you want to use both buds together again just put back the right earbud inside the case and take both of the earbuds out of the case both earbuds should now pair back to your phone
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :
How to use the touch control panel properly ?
It's all about finding the right spot.
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :
How to clean your EOZ Air
When the charging pins are dirty, connection between the charging case and the buds could be compromised. Please follow the steps described in the video below to clean your EOZ Air and ensure a good experience.
See video below for instructions (subtitles available in English, Korean, Japanese & Simplified Chinese) :