Welcome to the Help Centre

We've got the answers to some of our most commonly asked questions below. Simply scroll down to the category you've got a question about, then tap a question to open the full article.

General Questions 📚

Veneers, caps, implants, bonding, bridges or dentures aren’t designed to be whitened and require special care from your dentist. The Teeth Whitening Powder & PAP Strips work to lift stains from natural teeth only, however, they may be helpful at keeping your surrounding teeth the same shade as the ones that have had dental work.

Yes you will still need to brush your teeth as our products do not replace your daily oral hygiene routine. We suggest brushing your teeth at least twice a day for 2 minutes each time.

Please seek medical advice prior to using if you're pregnant, having serious gum problems or have recently had an oral operation.

Our Teeth Whitening Powder should not be used if you are suffering from any existing dental concerns such as ulcers, exposed gums, or gum disease. The MySweetSmile Teeth Whitening Powder is not a substitute for regular dental care.

The MySweetSmile PAP Teeth Whitening Strips are not a substitute for regular dental care. The PAP Strips formula will not whiten caps, crowns, veneers, fillings or dentures.

Braces will cause uneven whitening when using our products, we recommend waiting for these to be removed first before using our products.

You may be able to use our products with a retainer, however this depends on the sort of retainer you have. We encourage you to speak with your dentist prior to using MySweetSmile.

Though our Teeth Whitening Powder is safe for use when pregnant or breastfeeding, we understand every pregnancy is different and therefore recommend approval of our ingredients list (below) from your midwife or doctor. 

Ingredients: Calcium Carbonate, Pentasodium Triphosphate, Menthol, Sodium Lauryl Sulfate, Sodium Saccharin, Mentha Viridis Leaf Oil, Allantoin, Strontium Chloride Hexahydrate.

Our PAP Teeth Whitening Strips should not be used when pregnant or breastfeeding.

We don't recommend our Teeth Whitening Powder be used by children under 12.

Children aged 12 and above are able to use the Teeth Whitening Powder but we advise this be done infrequently and under parental supervision.

Our PAP Teeth Whitening Strips should only be used by those aged 18 and above.

We understand the benefits of fluoride in dental care, however, we have decided to provide fluoride free alternatives.

All of our products are vegan, and are never tested on animals, in accordance with UK/EU regulations.

Teeth Whitening Powder 🪥

Pentasodium Triphosphate

A highly effective, proven stain remover, which safely dissolves stains in the enamel. It also prevents common stains, such as those from coffee, wine, smoking etc, from building up on the teeth, post-treatment.

Calcium Carbonate

An enamel-safe, gentle abrasive that works to remove plaque, debris, and surface stains to clean the tooth's surface. This is the ingredient that will give you that dentist-clean feeling.

Strontium Chloride Hexahydrate

Safely forms a protective barrier over the delicate nerve endings in the teeth to ensure zero pain or sensitivity, during or after treatments.

List of Ingredients

Calcium Carbonate, Pentasodium Triphosphate, Menthol, Sodium Lauryl Sulfate, Sodium Saccharin, Mentha Viridis Leaf Oil, Allantoin, Strontium Chloride Hexahydrate.

Any product that is brushed onto the teeth will have a certain level of abrasiveness, which allows it to polish teeth and remove surface stains. Products that are too abrasive, however, can wear away the structure of the teeth and cause irreparable damage.

Relative Dentin Abrasivity (RDA) gives manufacturers the ability to weigh up the level of stain removal and tooth whitening in a product, versus the potential damage to the structure of the teeth. 

MySweetSmile's Teeth Whitening Powder has an RDA of 70, classing it as a low abrasive. At-home remedies such as baking soda, and charcoal, can have RDA's as high as 150. This means they're highly abrasive, and very likely to cause irreparable damage to the tooth's enamel. This is why we have chosen to create a product that doesn't solely rely on its abrasiveness to whiten the teeth.

Not at all! MySweetSmile's Teeth Whitening Powder has been formulated with a unique ingredient called Strontium Chloride Hexahydrate, which works to safely form a protective barrier over delicate nerve endings in the teeth. This ensures zero pain or sensitivity, before or after treatments.

The MySweetSmile Teeth Whitening Powder can remove all types of stains. Some common ones are those caused by tea, coffee, wine, and tobacco/nicotine.

Lightly dampen your toothbrush and dip it into the powder, ensuring all bristles are evenly coated.

Brush for 4 minutes, allowing each quarter of your mouth 1 minute of brushing.

Rinse your mouth and follow by brushing with your regular toothpaste.

The MySweetSmile Powder should be used 1-2 times a week to remove stubborn stains and prevent the build-up of new stains from daily consumption of tea, coffee, wine, nicotine, etc.

The MySweetSmile Teeth Whitening Powder contains Spearmint Oil for a slight minty taste, that'll leave you with fresh breath all day.

Each tub of Teeth Whitening Powder will last up to 6 months, when used 1-2 times a week as directed.

PAP Teeth Whitening Strips 🦷

Phthalimidoperoxycaproic Acid (PAP)

As the key whitening ingredient in our Teeth Whitening Strips, PAP is scientifically proven to be a safe alternative to peroxide. It has no negative side effects during the oxidation (removal) of tooth stains which allows it to effectively whiten teeth without pain or sensitivity.

PVP

Polyvinilporrolydone, or PVP for short, is a protective ingredient that keeps stains away from the tooth surface. This means not only do our Teeth Whitening Strips remove stains, they also prevent them from building-up again.

Sodium Hydroxide

Sodium Hydroxide is a commonly used ingredient in teeth whitening, since it safely and gently removes stains from within the enamel layer.

List of Ingredients

Glycerin, PVP, Ethylcellulose, Phthalimidoperoxycaproic Acid, Alcohol, Hydrated Silica, Dicalcium Phosphate, Disodium EDTA, Sodium Hydroxide, Menthol.

Our Teeth Whitening Strips contain Phthalimidoperoxycaproicacid (PAP) as the key whitening ingredient. PAP is a safer alternative to the harmful peroxide.

As a bleaching agent, peroxide has an aggressive whitening mechanism called free radical oxidisation. This causes sensitivity, irritated gums, and loss of important minerals from your teeth.

PAP does not release free radicals as it whitens, which makes it a safe alternative since it has zero impact on the gums or tooth enamel.

During treatments, the key whitening ingredient (PAP) enters through the enamel of the teeth and gently breaks down stain molecules into smaller forms.

The smaller the molecule, the lighter in colour it is, resulting in an overall whiter tooth.

Pat teeth dry with a clean towel, then peel open a pouch to reveal two whitening strips.

Place the lower strip (smaller strip) on your bottom teeth, and the larger strip on your top teeth. Tuck away any overhanging strip behind the teeth, to ensure even coverage.

Leave strips in place for 30 minutes (avoid eating or drinking during this time).

Peel strips off and rinse away any residual gel.

Brush teeth for 2 minutes with your regular toothpaste, or for best results, our Teeth Whitening Powder, followed by your toothpaste.

After the initial 14 day course, we recommend purchasing another set of PAP Strips, and completing treatments as and when you feel your teeth need whitening, such as before a special occasion.

Each box contains 28 Strips for 14 individual treatments, so you'll be stocked up for a while!

Our PAP Strips have a predominantly neutral taste, with a slight hint of mint.

Not to worry. These white patches are called opacities, which are on the teeth naturally, and may become dehydrated during any whitening process. This is completely normal. Therefore we recommend using the PAP Strips in the evening, before bed, so by morning they will fade away once your teeth have had time to re-hydrate, overnight.

We do not recommend leaving the PAP Strips on overnight. We recommend using for 30 minutes per treatment only.

A build-up of excess saliva while using the PAP Strips is completely normal and won't affect the outcome of the whitening process at all. If you find that the build-up of saliva is becoming too much during your applications, simply expel any excess into the sink. Our formula is made with safe ingredients so if you accidentally consume a small amount of formula during your applications it won’t be a problem.

Delivery & Returns 📦

Please see delivery information for the United Kingdom below.

Tracked Standard Delivery

Delivered in 2-3 working days. £2.99 or free on orders over £30.

Express Delivery

Our fastest delivery option. Delivered in 1-2 working days, fully tracked. £4.99 on all orders.

Orders placed before 2pm on Monday to Friday will be dispatched the same working day.

Orders placed on Saturday & Sunday will be dispatched on the next-working day (Monday).

Once your order has been dispatched you'll receive an email from us which will contain your tracking information. You can follow the link in this email to view live updates on the whereabouts of your order.

All orders are dispatched from our warehouses in the South-West of England.

Yes of course, your parcel will be delivered to the address provided at the time of purchase. If you’re not home at the time of delivery, your parcel will be redirected to your local post office for counter collection.

Please contact help@mysweetsmile.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.

We have a very fast turn around of orders in our warehouse, to ensure a quick delivery. This means we cannot guarantee orders can be edited or cancelled once placed. If you would like to edit or cancel your order please contact Help@MySweetSmile.com with the subject line ‘cancel’, along with your order details as soon as possible.

If your order has already processed, upon receiving your item you can send it back to us for a full refund.

Am I eligible for a return?

We hope that you will be delighted with your MySweetSmile purchase! If you change your mind about your purchase, you are welcome to return your product to us within 30 days of your purchase date, however it must be unused and unopened. 

We will only provide you with a refund once we receive the product returned to us, and our team ensures it is unused and in resalable condition.

To be able to return a product, you must provide a valid proof of purchase from MySweetSmile.com

Returns Process
Email photos of the products you are returning to returns@mysweetsmile.com

Once approved, you will be given the address to send your parcel to. Please ensure your returns parcel is well packaged and meets all the conditions outlined below.

Please mark 'Returned Items' clearly on the outer packaging of your parcel.

Use an insured and fully tracked delivery service to ensure your parcel reaches us safely.

Once you've posted your return, send a follow-up email with your tracking information to returns@mysweetsmile.com. This will allow us to begin preparing your refund.

Returns Terms & Guidelines

All return items must be unused, unopened, and complete with original plastic wrapping. We are not responsible for the return shipping costs of the items. Please make sure all return items are well packaged, so as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit. Please make sure that the returns form has been approved - without approval it may result in your return not being processed.

Billing & Payments 💳

If you’re having trouble with payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card. There are a number of reasons why your payment may not be accepted. 

2000: DO NOT HONOUR - The customer's bank is unwilling to accept the transaction. The customer will need to contact their bank for more details regarding this generic decline. 

2007: NO ACCOUNT – The submitted card number is not on file with the card-issuing bank. The customer will need to contact their bank. 

2010: CARD ISSUER DECLINED CVV - The customer entered in an invalid security code or made a typo in their card information. Have the customer attempt the transaction again – if the decline persists, the customer will need to contact their bank.

2015: TRANSACTION NOT ALLOWED - The customer's bank is declining the transaction for unspecified reasons, possibly due to an issue with the card itself. They will need to contact their bank or use a different payment method.

If your code is not showing above, please click here to view other potential errors.

We accept the following payment methods: Visa, MasterCard, AMEX, PayPal, Apple Pay, and Google Pay.

Yes you can. We offer multiple buy now pay later options at checkout including Clearpay, Klarna, and Laybuy.

Account Information 👩‍💻

Send your referral link to friends and family. When they check out using your link, they will receive a discount code for 10% off their first purchase. Once they have checked out, you will receive a 10% discount in your account, ready for use on your next order. 

To find your link, sign in to your account and head to the rewards tab (tap here to open rewards tab). You will find a summary of all your points and a link to refer friends and family to start their MySweetSmile journey.

You can login to your account at anytime to check on your order history.

Once you have purchased, you will receive an email that will direct you to verify your account. To login, you need to verify this email before your account is ready to use.

If you are still receiving an invalid email error message when signing in, you may need to reset your password, or contact help@mysweetsmile.com and our customer experience team can assist you.

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