Postage

All items where possible are despatched the same working day if the order is received before 1 pm. You will receive an email once your order is dispatched. These are usually despatched via Royal Mail on a 48-hour tracked service. The tracking details can be found under your order either on the Oralieve website under your orders or in your confirmation email and this will be updated on the morning of delivery by Royal Mail. You can also track parcels through the Royal Mail website: royalmail.com/track-your-item. The service is not a guaranteed service so we cannot be held responsible for any 3^rd party deliveries arriving late. We do ask that you allow up to 10 working days for delivery before contacting us.

Once the order is despatched, we cannot change any delivery address details, please make sure all details provided are correct before confirming your order.

We do operate a safe place policy. This means that a carrier will attempt delivery at the recipient's address first. If there is no response, they will attempt to leave the product in a safe place or with a neighbour where possible. You will receive an email from Royal Mail when the items cannot be delivered which will contain instructions from Royal Mail on how to receive your parcel. Please note calling cards are no longer left by any Postage or carrier services.

If our supply of the products is delayed by an event outside of our control (such as acts of God, natural disasters, epidemics or pandemics, terrorist attacks, war or threats of war, impositions of sanctions, industrial action, accident, or general delays) then we will advise you of the delays as soon as possible and take steps to minimalise the delay. You may contact us if there is a risk of substantial delay to cancel your order and receive a full refund if the items have not been received. Your statutory rights as a consumer are not affected.

Please note that promotional offers, discount codes and vouchers can only be applied to specific products. They cannot be used for discounts on postage or delivery charges unless otherwise specified.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item/s must be in the same condition that you received them in, and in its original packaging. You will also need proof of purchase i.e.: Your order number which starts OL.

To start the returns process, please contact us at hello@oralieve.co.uk. Stating your order number and the reason for your return.

If your return is accepted, we’ll send you an email advising you on how to return the items. Any items received without a request will not be processed. You will be responsible for paying any postage for the items that are being returned and any refunds will not be processed until the items have been received and inspected.

Please note returns will need to be sent to the following address, and clearly marked returns, along with your order number.

Oralieve UK Limited
728 Capability Green
Luton
LU1 3LU

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is damaged or defective or if you received the wrong item, so we can evaluate and rectify the issue.

The quickest and easiest way for your order to be rectified is to contact us via phone at 01582 439122, Monday to Friday, 9 am and 5 pm, or email hello@oralieve.co.uk and someone from our team will be happy to assist you.

Refunds

We will notify you once we have received and inspected your return to let you know the outcome of your refund. If approved, you will automatically be refunded to your original payment method within 10 working days. Please note it can take some time for your bank or credit card company to process and post the refund to your account.

If more than 15 working days have passed since we have approved your return, please contact us via email so we can rectify the situation. Please email:  hello@oralieve.co.uk

General

Please do get in touch if you should have any queries or questions in relation to your return/order as we will, where possible try to accommodate any changes and try to make sure we have assisted you in every way possible before you need to return an item to us.

This document was published on 4^th September 2023.