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    Common queries answered

    Frequently Asked Questions

    Our friendly UK customer service team are on stand-by to help you when needed. Our UK customer service team is open from 10am – 3pm (UK time) on working days only (we are not open on weekends or public holidays).

    If you need to contact us during the times we are not open, rest assured we will get a response back to you as soon as possible.

    If you need to contact our UK customer service team, please use the contact form on this page.

    Unfortunately this is an issue related to Apple Pay rather than our website.

    The main reason why Apple Pay payments fail is because Apple Pay/your bank couldn’t verify the name and billing address you entered on the checkout with those the bank account/Apple Pay is registered too.

    When you have a different billing and shipping address, sometimes this can happen.

    To stop this from happening you just need to ensure the name and billing address on the checkout page exactly match those in your Apple Pay wallet.

    As the payment failed, no funds will be transferred/deducted by us (it will usually be marked as ‘pending’ on your bank account/ app and then re-credited back into your account in a day or so).

    If you try ordering again using the correct name and billing address details as advised above, the transaction should go through successfully without any problems.

    Unfortunately, due to continuous delays with next day deliveries that were down to our couriers and outside our control, and the negative experience this was giving our customers, we have decided to remove next day delivery shipping until further notice.

    We apologise to customers who are looking for next day delivery.

    The good news is, our ‘express’ delivery option is usually delivered within 2 working days (48 hours).

    In order to ensure your ‘express delivery’ is processed and sent out with the courier on the day you bought your item(s), please note that orders will need to be received before 9am otherwise your order will miss the couriers ‘cut-off time’ for express delivery that day.

    We aim to get your order completed and despatched as quickly as possible. Normally this is the same day as your order. Courier delivery time depends on your choice of postage but even with our standard delivery option, we aim to get your products to you within 2-4 working days.

    Please Note: Courier and delivery delays and non-deliveries can happen for different reasons and these are completely outside of our control (although we do everything we can our-end to prevent any potential courier or delivery delays/non-deliveries – all our orders are sent with ‘signature required’ at all times to prevent couriers from putting parcels in insecure locations if you are not at your property on day of delivery).

    It is our policy that we will not be held responsible for courier delays, non-deliveries, courier compensation claims or any issue related to delivery of your order, regardless of what the courier policy specifies.

    All orders over £100 qualify for our ‘free delivery’ offer. Our free delivery is our standard delivery option which can take 3-4 working days to arrive.

    If you decide you would rather prefer our ‘express delivery’ this will be an additional cost and can be selected on the checkout page.

    We will be happy to issue a full refund within 14 days of your product being delivered.

    We are able to accept returns if the product has been un-opened, is/are still in original packaging and is/are not damaged.

    Unfortunately, due to health and safety reasons, we are unable to accept returns for any whitening gels, whitening strips (pouches or boxes), toothpastes or whitening pens.

    We will refund the full sale price only if all conditions above are met. You will be responsible for the return postage cost and condition.

    Please Note: Products that have been sold as part of a ‘sale’ or cannot be returned.

    Unfortunately we dont offer an exchange policy.

    If you would like to cancel or amend your order we are happy to do this only if the order has not been completed and despatched for delivery (we highly recommend you double check your order(s) before payment to prevent wrong products from being ordered. Orders placed over weekends or public holidays may be despatched before any amends or a cancellation can be made).

    If you would like to arrange a refund, amend or cancellation, please contact our support team by completing an enquiry form here.

    Once your order has been despatched and received by the courier, they will send you an email with confirmation details and a unique tracking reference number. You can usually track the status of your order via the couriers email, website or app using your unique tracking reference number.

    Our support team are on-hand ready to deal with any support queries you may have.

    Simply contact our support team here and we will respond and assist as quickly as possible.

    Unfortunately, if we have completed and despatched your order we cant change the shipping address. 

    Therefore, please check and re-check your order/shipping address details before you order as we won’t be able to offer replacements/refunds if your order details are incorrect, are missing key information or you have made a mistake.

    Here at we only ship to the UK. Although we are part of a global brand which ships products all around the world, only serves customers in the UK.

    Yes. If you order multiple products as part of the one order, we will aim to ship all your products in the one package to save you any extra postage costs and help save the environment.

    If however you have a large number of items or for some reason we cant ship all your items in once package then we will ship the rest in a separate package but you will only be charged for postage once.

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