Questions
Ordering FAQ
- What credit/debit cards do you accept?
- We accept all major credit and debits cards including Mastercard, Visa, Visa Debit (Delta), Switch & Maestro and Visa Electron. We do not currently accept Amex. Sorry.
- How do I pay by cheque/postal order?
- To order by cheque, please add the items to cart and print the cart page and post with payment to:DHB Oral Healthcare LtdBemin HouseCox LaneChessingtonKT9 1SGUnited KingdomPlease remember to include your full name and address. All payments must include applicable shipping charges.
- How do I pay by bank transfer?
- We only accept bank transfer payments for customers outside the UK. If you wish to pay by bank transfer, please contact us for payment details.
- I would like to cancel my order
- If you have placed your order and wish to cancel, please call us. Please note that there is a status lag between the processing and dispatched status - therefore we might not be able to stop a parcel going out even if you let us know you wish to cancel a order for which status is not dispatched. If the order has been dispatched, you will have to return it to the following address together with your dispatch note and instruction - 'Please Cancel'. DHB Oral Healthcare LtdBemin HouseCox LaneChessingtonKT9 1SGUnited KingdomIf the order has not been sent by us, we will not dispatch it. We will process a return automatically. Please note that due to the costs involved, all cancelled orders occur a cancellation charge of £2.00. Money is refunded back to the purchasing credit card.
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Company FAQ
- How can I contact you?
- Please refer to contact us information on the Contact Us page.
- Are you VAT Registered company?
- We are a UK based VAT registered company. Our VAT number is : GB 528061555If you are a EU VAT registered business, you do not have to pay UK VAT and the collected VAT will be refunded after checking the validity of the provided EU VAT Number. Please fill in your VAT number correctly in the comments section of the shopping cart otherwise the order will be delayed.
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Shipping FAQ
- How long does it take for my product to arrive?
- If the item is in stock and ordered before 5pm, it will usually be dispatched the same day. If the item is not in stock, please refer to to the estimate delivery time provided when the order was placed.Delivery guidelines for items in stock:UK: Delivery withing 3 working days (usually next working day).Europe: Delivery within 10 working days (usually 5 days).Rest of World: Delivery within 15 working days.
- How much does delivery cost?
- All orders below £50 will be charged a flat rate of £1.95 per order.All orders above £50 are entitled for FREE shipping.Please note that shipping is calculated based on order subtotal which does not include VAT and Shipping Charges.Products are shipped by CitiLink. Delivery charges are non refundable.
- How can I track my goods?
- Where applicable, a tracking number is provided in the customer control panel - however we do not always provide tracking numbers.
- Has my order been dispatched?
- The moment a order is printed , the status changes to processing. Once prepared and ready for dispatch, the status is updated to dispatched and a confirmation email is sent.
- What is the latest time I can order for same day dispatch?
- To ensure swift dispatch, please try place your order by 4pm. However we will still process internet orders up to 5pm. Telephone orders placed near the delivery cut off time will be processed and dispatch the next working day - please try to order online. The average order takes around 2 minutes to be placed over the phone and just under a minute online.
Did you know?- Existing customers can place orders online in usually under 40 secs.- New customers can place a order under 60 secs- Telephone orders usually take just under 2 minutes but can take up to 6 minutes! - Its been more then 5 days delay, are my goods lost?
- If you have received the dispatch confirmation, please track the order using the tracking information from the customer control panel. Otherwise please contact us. Please note goods sent outside the UK can take longer to arrive.
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Shopping Cart FAQ
- How do I add items to the cart?
- Using our cart is really simple. Find the product your looking to buy and click the add to cart button. Simple!
- What if I am unable to use the cart?
- You can order by cheque or by phone. Our cart should work for everyone, if not, please tell us!
- Do I need cookies?
- Yes. Our cart system will only work on computers that have cookies enabled. Cookies enable your computer to remember the items you have added to the cart. They do not store anything else and we do not use it for tracking etc.
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Customer Account FAQ
- Why do I need a account ?
- The customer account system helps you keep track of all your orders and makes it easier for you to leave reviews, ask for support or track your order. We do not sell on any information nor store your card details.
- How do I change my address?
- Please login into the My account section and you can edit your address details. Please note that if you wish to edit the address for a recently placed and not dispatched order, you have to contact us. For security reasons, the edit details page will not update new order address details.
- How will my information be used?
- We do not sell or pass on any customer information. We will not call you for marketing purposes. We are registered with the information commissioner and all information will eventually be removed as per the requirements of the Data Protection Act.
- How do I change my password?
- To change your password, please login into My account, you can update your password.
- How do I delete/cancel my account?
- We are unable to delete accounts as records have to be kept for VAT and accounting purposes. However we will make accounts inactive on request.
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Secure Shopping FAQ
- How do you deal with Fraud?
- We take fraud very seriously. We invest considerable amounts in the latest fraud detection and prevention software. All orders are automatically searched against the electrol register, and even company staff lists where applicable. Possible fradulent orders are checked against a known risk list mantained by SafeSite. We reserve the right to cancel orders without prior warning or reason. Orders that are fradulent are passed onto the relevant authorities. Where we feel it's apprioriate, we will pursue fraud cases privately.
- How are my details treated?
- We do not sell or pass on any information at all on our customers. All details are kept encypted and secure. We are registered with the UK information commissioner and our procedures meet and take into account the Data Protection Act. Rest assured that by ordering with us, your email address will safe from email spammers/ marketing companies. We do not even transfer customer information between our other businesses for marketing purposes.
- How do i know my transaction is secure?
- All order processing takes place over a secure server. Look out for the little yellow padlock in the bottom right hand corner of the status bar. All our card processing systems and procedures are to industry guidelines and standards. All card details are transmitted securely for processing using Protx Secure Payment Gateway. Our staff have no access to card details at all. We do not save card details in the customer control panel, you will need to re-enter payment details each time you order. Card details provided by fax or phone are shredded where applicable once the order has been taken.
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| About usCreate an AccountContact Us | FAQShipping & ReturnsPrivacy Policy | Shop by BrandSitemap | Maps and Opening Hours |
dhb - Oral Healthcare Bemin House Cox Lane, Chessington, Surrey, KT9 1SG United Kingdom Phone: +44 (0)845 601 7086 Fax: +44 (0)845 644 7085 cservices@dhb.co.uk |
Copyright 2011 DHB Oral Healthcare Ltd.
