Shipping policy

This Shipping Policy explains how orders placed through Dr Smile Care are processed, dispatched and delivered.

Dr Smile Care is operated by Welynn LTD.

Order Processing

After your order has been placed, you will receive an order confirmation email confirming that we have received your order.

Orders are then prepared for dispatch as quickly as reasonably possible. Processing may take longer during weekends, public holidays, promotional periods, periods of high demand or where additional payment or address verification is required.

Once your order has been dispatched, we will send you a separate shipping confirmation email.

Shipping Destinations

Dr Smile Care currently ships to customers in the United Kingdom and the United States.

Additional international destinations may be available where they are shown as an option during checkout.

We reserve the right to restrict delivery to certain countries, regions, postcodes or addresses where delivery is unavailable, legally restricted or considered impractical by our delivery partners.

Shipping Costs

Shipping costs are calculated and displayed during checkout before payment is completed.

The shipping charge may depend on factors including:

  • The delivery destination
  • The size and weight of the order
  • The selected shipping method
  • Any promotional free-shipping offer available at the time of purchase

Customers will not be charged an additional shipping fee by Dr Smile Care after checkout unless they request and agree to a change in the delivery method.

Customs duties, import taxes and charges imposed by authorities in the destination country are addressed separately below.

Estimated Delivery Times

Any delivery estimate displayed on our website, product pages, checkout or order communications is an estimate rather than a guaranteed delivery date unless expressly stated otherwise.

Unless a different delivery period has been agreed with you, orders will be delivered within 30 days of the order being placed.

Delivery times may be affected by:

  • Courier network delays
  • Customs processing
  • Public holidays
  • Severe weather
  • High seasonal demand
  • Transportation disruption
  • Incorrect or incomplete delivery information
  • Events outside our reasonable control

We will contact you if we become aware of a significant delay affecting your order.

Tracking Information

Tracking information may not be available immediately when an order is first dispatched.

Some orders are transported through more than one delivery network. In these cases, the final tracking number may only be issued once the parcel has been received and processed by the local courier responsible for completing the delivery.

As soon as the local courier shares the tracking details with us, we will send them to you in a separate email.

Please allow some time for tracking information to become active after it has been issued. Courier tracking systems may require additional time to register the parcel or display its first update.

The absence of an immediate tracking update does not necessarily mean that the parcel has stopped moving.

Multiple Parcels

Products from the same order may occasionally be dispatched separately.

This may happen because products are stored at different fulfilment locations, require different packaging or are being handled by different delivery partners.

Where an order is divided into multiple parcels:

  • The parcels may arrive on different days.
  • Separate shipping or tracking updates may be provided.
  • You will not be charged additional shipping fees unless this was clearly agreed before dispatch.

International Orders, Customs and Import Charges

Orders shipped internationally, including orders delivered to the United States, may be inspected by customs authorities.

Depending on the destination and order value, the customer may be required to pay:

  • Import duties
  • Customs charges
  • Sales or local taxes
  • Courier handling or clearance fees

Unless these charges are expressly included and collected during checkout, they are the responsibility of the customer.

Dr Smile Care and Welynn LTD do not control the amount of customs charges or the time required for customs clearance.

Customers are responsible for ensuring that the products ordered may lawfully be imported, received and used in their destination country.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please carefully check:

  • The recipient’s full name
  • House or building number
  • Street name
  • Apartment or unit number
  • City
  • Postcode or ZIP code
  • Country
  • Telephone number

Contact us immediately if you notice an error in your delivery information.

We will try to update the address where possible, but we cannot guarantee that changes can be made after the order has entered processing or has been dispatched.

Dr Smile Care is not responsible for delays or failed deliveries caused by incorrect or incomplete information supplied by the customer.

Failed Delivery Attempts

The courier may attempt delivery more than once or may leave instructions for redelivery or collection.

Customers are responsible for following any reasonable delivery or collection instructions provided by the courier.

If a parcel is returned because:

  • Delivery was repeatedly unsuccessful
  • The parcel was not collected
  • The recipient refused delivery
  • An incorrect or incomplete address was supplied
  • Customs charges were not paid

we will contact the customer after the parcel has been returned to the appropriate fulfilment location.

Where legally permitted, reasonable original shipping, return shipping, customs or handling expenses may be deducted from any refund.

Any request to resend the order may require payment of an additional shipping charge.

Delayed Orders

If your order has not arrived within the estimated timeframe, please allow a reasonable amount of additional time for unexpected courier or customs delays.

You may then contact us using the details at the end of this policy.

Please include:

  • Your full name
  • Your order number
  • The email address used for the purchase
  • Your delivery address

We will review the available delivery information and contact the relevant delivery or fulfilment partner where appropriate.

If we cannot complete delivery within the agreed period, we will contact you with the options available to you, which may include agreeing to a revised delivery timeframe or receiving a refund where required by applicable law.

Lost Parcels

A parcel will not automatically be considered lost simply because tracking has not updated for a short period.

Where a parcel appears to be lost, we may need to open an investigation with the courier before approving a replacement or refund.

Courier investigations can take time, and we appreciate your patience while the delivery status is confirmed.

Where an order is confirmed as lost before delivery, we will offer an appropriate solution, which may include:

  • Sending a replacement
  • Issuing a refund to the original payment method

This section does not limit any mandatory rights available to customers under applicable consumer law.

Damaged Parcels

Please inspect your order as soon as it is delivered.

If the parcel or its contents arrive damaged, contact us promptly and provide:

  • Your order number
  • A description of the damage
  • Clear photographs of the outer packaging
  • Clear photographs of the damaged product
  • A photograph of the shipping label where possible

Please keep the product and packaging until we have reviewed the issue.

Where the product is confirmed as damaged during delivery, we will provide an appropriate remedy in accordance with our Return and Refund Policy and applicable consumer law.

Delivery Responsibility

We remain responsible for your order until it has been delivered to you or to another person you have identified to receive it, to the extent required by applicable law.

If you instruct the courier to leave the parcel in a particular safe place, with a neighbour or at another location, delivery may be treated as completed when the parcel is left according to those instructions.

Please choose delivery instructions carefully and ensure that the nominated location is secure.

Order Changes and Cancellations

Contact us as soon as possible if you wish to change or cancel an order.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.

If the order has already been dispatched, you may need to wait for delivery and follow the process in our Return and Refund Policy.

Events Outside Our Control

We are not responsible for delays caused by circumstances outside our reasonable control, including:

  • Severe weather or natural disasters
  • War, civil unrest or terrorism
  • Government action or restrictions
  • Customs delays
  • Labour disputes
  • Public health emergencies
  • Courier or transport network disruption
  • Supply chain disruption
  • Telecommunications or technology failures

Where such an event causes a substantial delay, we will make reasonable efforts to keep affected customers informed and provide any options required under applicable law.

Your Legal Rights

Nothing in this Shipping Policy limits or excludes any mandatory consumer rights available to you.

This Shipping Policy should be read together with our:

  • Return and Refund Policy
  • Terms of Service
  • Privacy Policy

Contact Us

For questions regarding shipping, delivery or an existing order, please contact:

Dr Smile Care
Operated by Welynn LTD

Email: andrewcaldwell44@hotmail.com
Phone: +44 7756907016