Frequently Asked Questions (FAQs)
About Dental Direct
What are the Dental Direct terms & conditions?
For our terms and conditions please visit: https://dentaldirect.dentocare.co.uk/terms-and-conditions/.
How can I contact Dental Direct?
You can contact our customer service team Mon-Fri 9AM-5PM
By phone: 02039823236
By email: email@example.com
How do I create an account with Dental Direct?
To create an account with us, click on the Login/Register tab on the top right-hand side of our website. Here you will have the opportunity to register with us.
How do I update my details online?
You can update your details online by logging into your account using the Login/Register tab on the top right-hand side of our website. Your details can be updated on Account Information.
How do I change or add an address?
You can update your details online by logging into your account using the Login/Register tab on the top right-hand side of our website. Your address can be managed on the Address book tab of your account.
Placing an order
What are the delivery options and prices?
To find our delivery options and prices, please visit: https://dentaldirect.dentocare.co.uk/delivery-information/.
Can I amend or cancel my order?
Unfortunately, once you have placed your order it is not possible to cancel or amend it. Once you have received the products, you can contact the office to arrange a return at your own cost.
How can I get free delivery?
We currently offer free delivery on all UK orders above the value of £30. However, by signing up to our newsletter, you can benefit from other exclusive discounts.
When will an item be back in stock?
Unfortunately, we are unable to give accurate predictions of when our suppliers will be delivering more stock to us. However, you may call our customer service team who can guide you further with alternative products or a rough date.
Receiving a delivery
Where is my order?/ How long will my delivery take?
The delivery date for your order is dependant on the delivery method you have chosen. Our estimated and royal mail approved delivery times are as follows:
Royal Mail 24 (1st Class) – Royal Mail aims to deliver your order within 1-3 days of dispatch from our warehouse. Please be aware that this service is not tracked so we cannot give you an exact date or time.
Royal Mail 48 (2nd Class) – Royal Mail aims to deliver your order within 2-5 days of dispatch from our warehouse. Please be aware that this service is not tracked so we cannot give you an exact date or time.
Express Delivery – Our Express Delivery service is available Monday – Friday. Orders placed on Friday will be delivered on the following Monday and orders placed on the weekend will be delivered on the following Tuesday. By using this service, your order should arrive between 7:30AM – 18:00PM and it will need to be signed for upon delivery. Please allow an extra 1-2 days for delivery to Northern Ireland and parts of Scotland.
I have not received my parcel yet
Once your order is shipped and dispatched from our warehouse, the delivery is in the hands of Royal Mail. If you have still not received your order within 10 days of your order being shipped, please get in touch with our customer service team so that we can contact Royal Mail on your behalf and issue you with a refund or replacement where necessary.
I have not received an email confirmation
If you have not yet received an email confirmation, please check the junk folder of your email. If you still cannot find the email, please feel free to call our customer service team who can confirm whether your order has been received.
How do I track my delivery?
Tracking is not available on our Royal Mail 24- and 48-hour services.
Issues with an order
What do I do if an item is faulty?
If an item you receive is faulty, please contact our customer service on 020 3982 3236 to speak to a member of our team who would be happy to help resolve this through a refund or replacement where appropriate.
What do I do if I have items missing from my order?
If your order is incomplete, please contact our customer service on 020 3982 3236 to speak to a member of our team who would be happy to help resolve this for you.
What is the returns policy?
We accept returns within 30 days of order. Please contact our customer service to arrange this. In order to see our full returns policy please visit: https://dentaldirect.dentocare.co.uk/return-policy/.
How do I get a refund or a replacement?
To receive a refund for an item, please follow our returns policy to return the item to us. Please note refunds will cover the cost of the goods returned to us but not the postage. Due to the hygienic nature of some of our products, we are unable to accept returns or refund products where the packaging seal has been breached. If you are requesting a replacement, please contact our customer service team in order to discuss your reason and eligibility for a replacement.
How do I return an item?
To return an item, please contact our customer service team in order to obtain a return reference number. This number should be quoted on the outside of the parcel, alongside the order number and return address:
Customer Returns Manager
PO Box 70503
Please note that the postage costs of returns are your responsibility, and we advise that you get proof of postage from the post office. To find out more please visit: https://dentaldirect.dentocare.co.uk/return-policy/.