Customer Queries


Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original unopened condition, we accept returns, subject to the rules below. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of having received the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • All oral care and teeth whitening products if opened, used or protective seal is not intact (for these purposes - please treat the package the item is delivered in as the protective seal - and do not open the envelope if you want to return). All products will be inspected to ensure no tampering before a refund is processed. 

Any returns or deliveries should be sent to the SmileTime Warehouse at Office F14 Silverbox House, 56 Magnet Road, East Lane Business Park, HA9 7FP.


We cannot process cancellations after one hour once you have made your order - this is due to the fact once an order is placed it goes through to the warehouse and enters the fulfilment queue. For internal logistics and co-ordination purposes - no order can be stopped once it enters the fulfilment queue. As such, please consider carefully before you make your purchase.  

Email Us


We appreciate you may have questions or need more information before you choose us. If you email us on, a member of our trusted Customer Relations Team will get back to you within 24 hours if we receive your query between Sunday and Thursday. Any queries from Friday - Saturday will be dealt with first thing Monday after 7 am. 


For any queries in respect of how to use your product once you receive it, any delivery queries or returns queries please also email (the same response times apply as above). 

Live Chat With Us

Our live chat can be found on the bottom right of the page - where you can speak directly and live to a trusted member of our Customer Relations Team between 7am-3pm Monday-Friday. Any queries received after 3pm will be responded to the next morning. Any queries received at weekends will be responded to by Monday. 

PR/Media Enquiries

If you are a member of the media or a retail representative, or have any other business related enquiry, please email Jonnel James at and he will forward your enquiry to the appropriate SmileTime contact.  

Marketing Enquiries

If you would like to discuss marketing/brand partnership opportunities please email