Support

Need help with your order, pre-order, shipping, returns or product use? We’re here to help.

Get in Touch

Email us at: support@ella-smile.net

We aim to respond within 2 business days.

Company: ELLA SMILE LTD

Order Support

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Questions about your order confirmation, payment or order status.

Order Confirmation
You should receive a confirmation email after checkout. Please check your inbox and spam folder.

Order Status
If your order has not been dispatched yet, we can help check its status. Please include your order number.

Changing Order Details
Contact us as soon as possible if you need to update your shipping address or order details. Changes can only be made before dispatch.

Payment Issues
If a payment failed or looks incorrect, contact us with your order details and we will review it.

Pre-Order Support

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Some Ella Smile products are available on a pre-order basis. Estimated dispatch times are shown on the product page and/or order confirmation email.

How Pre-Orders Work
Some Ella Smile products are sold on a pre-order basis before they are ready to dispatch.

Estimated Dispatch Time
The estimated dispatch time is shown on the product page and/or in your order confirmation email. Some pre-orders may take 45–60 days.

Cancelling a Pre-Order
You may request cancellation before dispatch. Once shipped, our Returns & Refunds Policy applies.

Pre-Order Updates
If there is a major delay, we will aim to update customers by email.

Shipping Support

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Find information about dispatch times, delivery areas and free UK shipping over £50.

UK Shipping
We currently ship through our online store. Delivery options and costs are shown at checkout.

Free Shipping
Free UK shipping is available on orders over £50, where shown at checkout.

Dispatch & Tracking
In-stock items are usually prepared quickly. Pre-order items ship based on the estimated dispatch time. Tracking may be provided after dispatch.

Delivery Help
If your parcel is delayed or missing, contact us with your order number and we will help check it.

Returns & Refunds

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For return eligibility, refunds, cancellations before dispatch and hygiene-related return rules.

Return Eligibility
For hygiene reasons, opened or used oral care products are usually not returnable unless faulty or not as described.

Cancelling Before Dispatch
If your order has not been dispatched, you can contact us to request cancellation.

Faulty or Wrong Items
If you receive a faulty, damaged or incorrect item, contact us as soon as possible with photos and your order number.

Refund Processing
Approved refunds are issued to the original payment method. Processing time depends on your bank or payment provider.

Product Help

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For questions about DuoFlow II, brush heads, water flossing, charging, daily use or care instructions.

Using DuoFlow II
Please follow the user instructions provided with the product for safe and proper use.

Brush Heads
Replace brush heads regularly for the best cleaning results. Replacement heads are available in our store.

Water Flossing
Water flossing can help clean around braces, aligners and hard-to-reach areas.

Charging & Care
Use the supplied charging cable and keep the charging area dry. Clean the device regularly as instructed.