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    Brexit: All you need to know

    Following the UK leaving the EU from January 1st 2021, Oral-B wants to assure all our customers that there will be no changes to your shopping experience.

    Oral-B is committed to ensuring that you have all the information you need and so we have provided the following FAQs to answer any questions you may have.

    If you have any further questions, please contact our customer service department and we will be happy to help.

    Oral-B would like to inform you that your shopping experience will not be affected, and that you can continue to place orders to EU destinations as usual.

    All our orders for EU countries will be delivered on a DDP basis and there will be no import duties for you to pay.


    We have made the necessary changes to ensure that your shopping experience is not affected, delivery times will remain the same.

    Once you have selected your products, please check the delivery times specific to your location when you pay for your order.

    All our products will continue to be shipped from the UK.

    When shipping products from the UK to locations in the EU, taxes and duties will be settled with our courier, so that there will be no extra cost to you.


    There are no price changes as a result of Brexit. We regularly review our prices so that we can remain competitive.

    No, all returns from European countries will go back to our distribution centre in the EU.

    COVID-19

    What measures has shop.oralb.co.uk taken to protect you, the customer from COVID-19?

    According to the World Health Organisation (WHO), the chance of contracting COVID-19 from an inanimate object is very small.

    Shop.oralb.co.uk monitors the situation closely and follows any official advice carefully.

    At shop.oralb.co.uk we have taken prudent measures to protect our employees and to protect you, the customer.

    We recommend that you consult the WHO website for the latest advice on COVID-19.

    To give you more insight into the measures we, shop.oralb.co.uk, have taken regarding the threat of COVID-19, we would like to inform you of the following:

    All shop.oralb.co.uk staff have received additional education and training on hand hygiene.

    Additional hand sanitizers have been placed at each workstation.

    We are following the UK government guidelines and support employees who have to self-isolate for 7 days if they are worried or have flu-like symptoms, a high temperature or a persistent cough.

    In addition, we are taking extra precautions to reduce contact with so-called transmission points in all our buildings and workstations.

    All our delivery services will continue to operate normally, with no change to delivery times.


    My account

    It's easy to create an account at shop.oralb.co.uk. Please head over to our sign up page to register.

    If you don't want to miss out on our exclusive offers and discounts, please indicate this when registering on the site by selecting the Email Marketing Opt-In box.

    If you are already registered and would like to receive these emails, please log into your account and change your 'email preferences' under account settings.


    Log-in to the site with your account and make the necessary changes under 'account settings.'

    We are fully compliant with the Data Protection Act, so your personal data will always be safe.

    See our Privacy Policy for more information.


    Don't worry, just click on 'Forgotten your password?' on the login page and you will receive an email with instructions on how to reset it.

    If you don't want to receive our exclusive offers and promotions then you can log-in to your account and select the 'Email Preferences' option to make this change.

    Don't forget, you can choose to re-subscribe at any time.

    Ordering

    We strive to get our products back in stock as quickly as possible. There may occasionally be a delay, if this happens we will contact you.

    It is very easy to place an order with us. When you have found the product you want to buy, click on 'buy' to add the item to your shopping cart. When you have finished shopping and want to check out, click on the shopping cart icon in the top right corner. You will now be able to see the contents of your shopping cart. If all the information is correct click on 'pay securely now' to proceed to checkout.

    Please note: It can sometimes take up to 2 hours before you receive an email confirmation and see the order in your account on the site. So don't worry if you don't receive an immediate confirmation.

    Your account on the site will automatically remember saved delivery addresses and payment cards to facilitate the checkout process. Check that all your details are correct and select a payment method. Click on 'complete order' to place your order.

    Of course! Click on the shopping cart icon in the top right corner to view your shopping cart.

    Use the + and - icons to add more or less of the same product. If you want to remove the product completely, click on the X.

    Of course you can! Simply enter a new delivery address at checkout by clicking on 'enter new address.' Always check the new address carefully before you pay.

    You will receive a confirmation email when your items have been dispatched. This email contains the delivery address and the items that are in transit.

    You can also log into your account to check this.


    It is easy to keep an eye on your orders through your account.

    You will also receive a confirmation email once your order is on its way.

    Once you log in to the site you can view any order you have placed with us. Click on the order you want to know more about for further details.

    Your account lists all the orders you have placed with us in the past.

    If you need further information, please contact our customer service through your account.

    Your orders will be displayed as 'Problem with payment', 'Processing' or 'Dispatched’. Click on the respective order to view its status.

    The email you receive when your order is shipped will also state when you can expect to receive it.

    If you need further information, please contact our customer service through your account.


    We are sorry to hear that you want to cancel your order.

    If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.

    If not, this can be done by simply logging into your account on the website and clicking on the relevant order. There will be two buttons, 'Ask' and 'Cancel'. By clicking on the cancel button you can cancel that order.

    You will receive an email when the items have been successfully cancelled.

    It may be that cancelling is no longer an option because the order is almost ready to be dispatched. Items in stock will be dispatched as soon as possible to ensure you receive them quickly.

    If you wish to return the items, please see our Returns Policy.

    Unfortunately, once you have placed an order, no changes can be made.

    You can try to cancel your order and then place it again. You can cancel through your account.

    If you are no longer able to cancel the order, you can return the item. For more information, please see our Returns Policy.

    Select the order you want to cancel. You will then be given the option of cancelling the entire order or individual items.

    You will receive an email from us if the cancellation was successful. We recommend that you do not place a new order until you have received that confirmation.

    Don't worry we understand that this can happen; you can try and cancel the item in your account.

    You can cancel items individually or you can cancel the entire order. You will receive an email once the cancellation is successful.

    If you are no longer able to cancel the order, you can return it to us. Please see our Returns Policy for more information.

    If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.

    We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.

    To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

    1. Order Number

    2. Product Name

    3. Details of the fault

    4. Images that support the fault, if applicable

    As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.

    We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don't worry as we can help. Please send us a message through your account.

    We will need to know the following information so that we can fix this for you:

    1. Order Number

    2. Incorrect item received

    3. The correct item ordered

    As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

    We take pride in our products so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.

    Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.

    As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.

    Sometimes we ship items separately to ensure they arrive as quickly as possible.

    Your shipping confirmation email will confirm which items in your order have been dispatched to you. If the missing item is not in the email, you will have to wait a little longer.

    If the missing item does appear in the shipping confirmation email, please contact us through your account on the site where our customer service department will assist you.

    Payment & Offers

    There are various ways to pay for your order. At shop.oralb.co.uk you can pay by VISA, MasterCard, American Express, PayPal, Googlepay, Applepay.

    Your preferred payment method can be selected at checkout. We take fraud very seriously and authorisation will be carried out by us and your bank.

    Orders placed and delivered in the United Kingdom include VAT.

    Deliveries outside the United Kingdom may be subject to import duties and taxes, which are levied once the order reaches the destination country.

    We recommend contacting the local customs office for information on customs policies as these may vary from country to country.

    If a 'Problem with payment' occurs, this can be easily resolved by entering your credit card details.

    Don't have a credit card and experiencing a problem with PayPal payment? In this case, please cancel the order and place it again.

    If you get another 'Problem with payment' error, please contact our customer service through your account on the site so that they can help you.

    If you elect to pay by PayPal, you will see a notification in your PayPal account authorising the payment to be made when your order is ready to be dispatched. The payment will not be debited from your PayPal account until the order is shipped.

    If you pay by PayPal or credit card, the payment will be debited when your order is shipped.

    If you want to add a new card, you can do so during the checkout process.

    Your card details will be stored for future payments to facilitate your checkout.

    Using a discount code is very easy.

    When you have finished shopping, click on the shopping cart to view your order. Below the items in your shopping cart will be a box with the text 'Enter discount code here'. Enter the discount code and press 'add' to ensure it is applied.

    If the discount code does not work, make sure you are not trying to use more than one discount code. You can only use one discount code per order. Sometimes the discount code in question may not be valid on the items in your shopping cart.

    Are you still having problems? Then contact our customer service through your account on the site.

    It may be that the discount code is no longer valid or that it has not yet been activated. It may also be the case that the discount code in question is not valid on the items in your shopping cart.

    View all our live Discounts and Offers.


    Delivery

    We will send you an email when your items are on their way, so you will know when to expect them.

    Use your account on the site to keep track of where your order is.

    Have you checked if your parcel was left somewhere safe, such as with a neighbour?

    It can take 2 to 5 working days before you receive your order. If you still haven't received anything 21 days after dispatch, please contact the customer service through your account on the site.


    All our delivery options can be found in Delivery Information page.

    You will find all information regarding prices and delivery times on our delivery information page.

    Most products on our site will not fit through a letterbox, so someone will need to be home to take receipt of them.

    If you are not home to take receipt of or sign for the order, another attempt will be made to deliver it at a later time. 

    If you need help, please contact our customer service through your account on the site.


    How Subscriptions Work?

    Subscribe today by selecting "Subscribe and Save" tab on the top of a product page. Select the delivery schedule that works for you in the “Deliver every” drop-down menu and create your subscription.
    Yes, you will receive a dispatch confirmation email within 24 hours of your order being shipped from our warehouse, along with any tracking information.
    Yes, there is no commitment once you subscribe. You can cancel your subscription, update your delivery address, delay your delivery by up to two consecutive months and update payment details all from within your Account section.

    We accept the following payment methods for subscription orders:

    • MasterCard
    • VISA
    • American Express

    Once payment has been made, your order will be shipped and should reach you within 2-3 working days.

    Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. 

    This card is from the courier and lets you know where your parcel is and how you can collect it.

    At this time, we do not have a gifting option. Explore our electrical brushes & offers per for any occasion here.

    Returns & Refunds

    Click here to view our Returns Policy.

    If you need more information, please send a message to our customer service through your account on the site.

    Returning an item is not difficult. Please contact our customer service through your account on the site and they will be able to help you.

    Please tell us why you want to return the item so we can identify the best option for you.

    You can read our returns policy here.

    We want every customer to be satisfied with their items. If you are not satisfied with an item, you can return it.

    You can only return an item if it is in good condition, in its original packaging and if you contact us to return it within 14 days of receiving the order.

    To ensure that the items reach us in good condition, please contact our customer service through your account on the site. They can help you further with the address where the items should be sent.

    You can  also refer to our Returns Policy page for more information.

    Once we have received your returned item it will be checked and we will contact you through your account on the site.

    We will process a return package within 48 hours from the time we receive the order in our warehouse. The refund will then be processed within 5 working days and you will receive a confirmation email.

    If you have not received a refund and it has been 10 working days since you received the email, please contact our customer service through your account on the site.

    Website

    Please refer to our Terms and Conditions page.

    If you experience any problems during the checkout process, please contact our customer service department as soon as possible so that we can resolve the issue.

    Please refer to our Privacy Policy page.

    You have the right to ask what personal data we hold about you.

    You can request this information by contacting the customer service through your account on the site.


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