DELIVERY

All Klean Smile orders are dispatched using a Royal Mail tracked service. Delivery charges are paid by the customer at checkout and the available delivery options and prices will be displayed before the order is confirmed.

Delivery Options

• Standard Delivery — available to select at checkout.
• Next Day Delivery — available to select at checkout where offered and subject to the applicable order and dispatch conditions shown at the time of purchase.

Delivery estimates are provided in good faith. Once an order has been dispatched, Royal Mail carries out the physical delivery.

Tracking Your Order

Once your parcel has been dispatched, tracking information will normally be sent by text message and/or email within approximately 12 hours. Please ensure the contact information entered at checkout is correct.

Customers can use the tracking number to follow the parcel through the Royal Mail network. Tracking updates can occasionally take time to appear after dispatch.

Delivery Delays & Missing Orders

If your tracking has not updated, your parcel appears delayed, or you believe your order has been lost, please contact Klean Smile so that we can review the tracking information and advise on the next steps. Courier delays can occur outside our direct control, but your statutory rights are not affected. You can also contact Royal Mail directly.

Incorrect Delivery Information

Customers are responsible for checking that their delivery name, address, postcode, email address and telephone number are correct before completing checkout. If you notice an error, contact Klean Smile as soon as possible. We cannot guarantee that an address can be changed once an order has entered the dispatch process.

RETURNS & CANCELLATIONS

For eligible online purchases, customers may notify Klean Smile that they wish to cancel within 14 days beginning the day the goods are received. 

Before Returning Anything

Please contact Klean Smile Customer Service before sending an item back. We will confirm the return process and provide the correct return address. This helps us identify your parcel and process your return efficiently.

Please do not send returns to an address found elsewhere unless Klean Smile Customer Service has confirmed that it is the correct returns address.

Return Condition

For change-of-mind returns, products must be unused, sealed, untampered with and returned in their original packaging and in the condition in which they were received.

Many Klean Smile products are personal oral-care or hygiene products. Where a product is supplied sealed and is not suitable for return for health protection or hygiene reasons, the statutory right to cancel can be lost once that seal has been broken after delivery.

Klean Smile may refuse a change-of-mind return where a hygiene-sealed product has been opened, used or tampered with. For other eligible goods, any refund may be reduced where handling has gone beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods. None of these conditions limits your rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

How to Return an Approved Item

1. Contact Klean Smile Customer Service and notify us of the return.
2. Wait for the return instructions and the returns address.
3. Package the product securely, including all original components and packaging where applicable.
4. Return the parcel using a Royal Mail tracked service.
5. Keep your Royal Mail receipt and tracking number until Klean Smile confirms that the return has been received and processed. 

Proof of Return & Parcels Lost in Transit

We strongly require customers to retain their Royal Mail tracking receipt/number as proof that a return has been sent. If a customer cannot provide tracking or other acceptable evidence of return and the parcel has not arrived with Klean Smile, we may be unable to verify or process the return.

Where the customer has arranged the return carriage, any claim concerning a return parcel that is lost or damaged in transit may need to be raised with Royal Mail by the sender. This does not remove any statutory rights the customer may have, including where valid evidence of return has been provided.

Return Postage

For returns, the customer is responsible for the direct cost of returning the goods. If an item is faulty, damaged, incorrect or not as described, please contact us so we can provide the appropriate resolution and return instructions.

Refunds

Once an eligible return has been received and checked, the refund will be processed to the original payment method in accordance with applicable consumer law within the timeframe of 5-7 working days. 

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, is faulty, is not as described, or you receive the wrong product, please contact Klean Smile as soon as possible. Please do not dispose of the item or return it before receiving instructions, as we will require evidence; photographs or other reasonable evidence to help us investigate the issue.

Your rights in relation to faulty goods are separate from the 14-day change-of-mind cancellation right. Nothing in this Delivery & Returns Policy is intended to exclude or restrict your statutory rights under UK consumer law.

CONTACTING KLEAN SMILE

Customer Service is available Monday to Friday, 10:00am–6:00pm via email and Klean Smile's official social media channels. Messages received outside these hours will be reviewed during the next available customer-service period.

Please include: your full name, order number, the email address used for the order and a clear description of your query. For faulty or damaged products, photographs or video may help us assess the issue more quickly.

IMPORTANT

This policy should be read alongside Klean Smile's Terms & Conditions. It does not affect the rights provided to consumers by law. Where there is any conflict between this policy and a customer's statutory rights, the statutory rights will apply.