Delivery and Returns
Find out about our delivery and returns policies below.
Delivery
Orders placed before 3pm, where the items are in stock, will typically be delivered the next day. Our standard delivery charge is £4.99.
We offer free delivery when ordering retainers. Retainers are sent via Royal Mail Special Delivery for safe keeping.
When ordering retainers, please allow 3 working days for manufacture.
Delivery Terms
We want to make sure you receive your delivery safe and sound.
Please make sure that we have your correct delivery address and delivery instructions. If you are not available to receive your package yourself, we are happy to send the package to an alternative address or please ensure that our courier will be able to leave the box in a secure and safe place for you.
We cannot be held liable for late shipments but will always endeavour for your package to arrive on time and assist you with any queries and updates. Please let us know as soon as possible if you are experiencing a delay on the day your order is due.
You are responsible for making suitable arrangements to receive your delivery and giving us appropriate instructions.
In the event that your delivery is stolen from your doorstep or other place specified to us or damaged while there, we do not accept liability and will offer compensation only at our discretion.
If we are unable to deliver to you or for reasons beyond our control, for example adverse weather conditions, vehicle breakdown, traffic congestion or road works we cannot accept liability for any inconvenience or loss this causes.
We will not charge you for products that we have not delivered in accordance with these terms and conditions.
We are not obliged to accommodate late changes to your delivery address.
Returns Policy
We want you to be delighted with your purchase, but if you are not, you can return any of our shop products within 14 days of receipt, provided the products are returned complete, in perfect condition, unused and with their original packaging.
You can return them yourself to the address below via a post office (obtaining a proof of delivery). Please make sure to contact the Customer Service team if you are sending a return back to us.
Unless the products are faulty or not as described, you will be responsible for the cost of returning the products to us or, where relevant, the cost of us collecting the products from you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds and or replacements for faulty products will be provided in accordance with our standard Terms and Conditions but please note that refunds cannot be given if the fault is as a result of your own actions.
If you wish to return your items, please contact our Customer Service team via email [email protected] or visit our contact us page.
Retainers
Because all retainers are custom made to order, we are unable to accept returns except for where goods are faulty/damaged or we’ve made an error with your order.
To be eligible for a return in the event of an error, you need to notify us within 14 days or receipt, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To make sure your retainer order is correct, please double-check your order on screen and your acknowledgement carefully to check that all details are correct.
Your right to cancel an order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to retainers. Cancellations will only be accepted at our discretion.
Needs help?
If you’ve still got questions, get in touch with one of the team and they’ll try and help.