Help > My Orders

My Orders

My Hismile parcel is lost, what do I do?

All shipping timeframes operate in business days which excludes weekends and public holidays.

If your delivery has exceeded the shipping timeframe you will need to contact the courier delivering the parcel to you incase they have more information that isn't shown on your tracking link. Your parcel could be awaiting collection at your local post office.

If they are unable to locate your parcel, please reach out to our Customer Experience team at help@hismileteeth.com

What if my parcel or product is damaged?

If your package becomes damaged during transit, notify us within 7 days of the parcel being delivered at help@hismileteeth.com with clear photos of everything you have received and the condition of the parcel/products. We can inspect the damaged package and the damaged items may be replaced.

What happens if I entered the wrong address?

Please contact help@hismileteeth.com as soon as possible. In some cases, we may be able to change the address for you if your order hasn't already been processed by our warehouse. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, we may contact you or your order may be refunded once we are notified that the order has been returned/received. Please note that shipping charges are non-refundable.

My parcel says delivered but it's not?

If your parcel says it’s delivered but seems to be missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbours if they didn't perhaps pick up the package for you.

If the package is

still not found, the carrier that delivered the parcel or local post office is the next best place to contact. If your parcel is still missing once you have contacted the carrier, please get in touch with us via help@hismileteeth.com and we will help as much as is reasonably possible to trace a missing parcel.

Please note we are not responsible for lost or stolen parcel so we will not be able to refund lost parcels and may not be able to send another parcel.

Will my parcel be delivered to my address?

If your parcel says it’s delivered but seems to be missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbours if they didn't perhaps pick up the package for you.

If the package is

still not found, the carrier that delivered the parcel or local post office is the next best place to contact. If your parcel is still missing once you have contacted the carrier, please get in touch with us via help@hismileteeth.com and we will help as much as is reasonably possible to trace a missing parcel.

Please note we are not responsible for lost or stolen parcel so we will not be able to refund lost parcels and may not be able to send another parcel.

Can I edit or cancel my order?

We have a very fast turn around of orders in our warehouse to ensure quick delivery, this means we can't guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order please contact help@hismileteeth.com with the subject ‘cancel’ and your order details as soon as possible. If your order has already been shipped, you can return this by following the steps here.