Shipping & Returns

Shipping Policy

Processing Time

Orders are processed within 3-5 business days, excluding weekends and holidays.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. Delivery estimates will be provided once your order is placed and will depend on the shipping method you choose, as well as your location. Tracking information will be shared via email.

Shipment to overseas addresses

At this time, we are unable to ship overseas

Customs, Duties, and Taxes

Face Teeth Smile is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

In the event that your order arrives damaged in any way, please email us as soon as possible at shop@faceteethsmile.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution which involves collection of the damaged product and replacement issued if accepted by our pharmacy.

Returns Policy

Standard Returns Terms

We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. You must email our customer service team on shop@faceteethsmile.com before returning any items to ensure the return can be processed. Only once the return has been approved, should you follow the steps below.

For returnable items- We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unopened, and in its original packaging. This excludes all medical grade skin-care products, except IS clinical. It also excludes any prescription products.

If a purchased product has been used or opened (manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.

If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.

Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange. We will not be liable for any packages that are not received by us. We will not be held responsible for any return that is in transit and has not been physically received on our premises and we will not be responsible for any damage that occurs whilst your return is in transit to us.

Any delivery charges paid for on an initial order are not eligible for a refund. If your order qualifies for free delivery, the delivery costs incurred by Face Teeth Smile when your order was shipped will be deducted from the refund amount as per our return fees.

If your order qualifies for a free gift, this must also be returned before your refund or replacement can be processed.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within 5 working days of us receiving the return.

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Face Teeth Smile cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.

Faulty Products

If you feel that an item you have received is faulty, please report this immediately in writing with detailed information on the issue to Face Teeth Smile. Returns for faulty products are reviewed on a case-by-case basis and the outcome of the return eligibility is at the discretion of the Face Teeth Smile team. Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing. If a return / refund / replacement / exchange is required due to a fault, Face Teeth Smile will provide full details on this process during email correspondence.

Reactions to Products

If you have had a reaction to a product, please immediately report this in writing to Face Teeth Smile. Customers must notify us of any product reactions within 28 days of receipt of the order. Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours of the form being sent from us to you, and must be accompanied with photographs of the reaction. Photographs of the reaction must be taken within 24 hours of the reaction taking place. You may be required to have a virtual consultation with one of our doctors.

Refused or Undeliverable Packages

In the case of a parcel being returned to Face Teeth Smile due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are detailed on our returns page. Customers will be contacted via email should a parcel be returned to us. If we don’t hear back from the customer within 5 working days, the order will be cancelled and refund in line with our return charges and a processing fee of £10 will be charged. If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Face Teeth Smile, even if you qualified for free delivery, will be deducted from the refund amount in line with our return charges and a processing fee of £10 will be charged.

Note: This policy is subject to change without notice. We recommend checking this page for the most up-to-date information.