Welcome to the Help Centre

We've got the answers to some of our most commonly asked questions below.

General Questions 🤔

Caps, implants, bridges, veneers, or bonding aren’t designed to be whitened and require special care from your dentist.

The Powder and PAP Whitening Strips™ work to remove both internal and external stains from natural teeth. This means they will help keep your surrounding teeth the same shade as those 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 Powder is not a substitute for regular dental care.

The PAP Teeth Whitening Strips™ are not a substitute for regular dental care. The Strips 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.

Our products are recommended for those aged 16 and above.

If you are under the age of 18 we recommend getting parental consent before purchasing any MySweetSmile® products online.

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 the EU Cosmetics Regulation No 1223/2009.

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.

The Whitening Powder is 100% safe on tooth enamel. Thanks to its peroxide-free and low abrasive formula.

It's no more abrasive than your standard toothpaste and works by utilising a non-abrasive ingredient called Pentasodium Triphosphate - a highly effective stain remover that works by gently dissolving stains from the tooth's surface.

We commonly hear of people using 100% sodium bicarbonate and charcoal products as an alternative. However, what many fail to mention is that they don't contain an ingredient like Pentasodium Triphosphate. Instead, they solely rely on their abrasive nature, which over time can cause irreparable damage to the teeth through the gradual stripping of tooth enamel.

Not at all. Our Whitening Powder has been formulated with an ingredient clinically proven to prevent sensitivity. It's called Strontium Chloride Hexahydrate, and it works by safely forming a protective barrier over nerve endings in the teeth.

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

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

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

3. 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 Whitening Strips™ 🦷

When applied to your teeth, each strip firmly adheres to the tooth surface and begins to release the active ingredients of the formula into the tooth’s structure to provide fast whitening results from the very first treatment.

The active 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.

Traditional whitening strips use a peroxide-based formula that can trigger tooth sensitivity and gum irritation. MySweetSmile® PAP Strips instead utilise a sensitivity-free PAP-based formula, 100% free from peroxide.

Peroxide-based formulas work through a process known as free-radical oxidisation. Which, when not administered under dentist supervision, can cause severe sensitivity, irritated gums, and demineralisation of your tooth enamel.

PAP similarly reacts with tooth stains, only without the release of free radicals. This means that the molecules responsible for discolouration are broken down safely, without any risk of sensitivity, pain, or damage to the enamel.

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.

1. Peel open sachet to reveal two whitening strips.

2. Place the 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 whitening.

3. After 30 minutes, peel the strips off and rinse away any residual gel. Then, brush with your regular toothpaste for 2 minutes.

Our PAP Whitening Strips™ deliver whitening results after a single 30-minute treatment. Afterwards, based on your results, you can decide whether you want to continue using the strips for fourteen consecutive days or save the remaining strips for future treatments as and when you feel your teeth need a whitening boost.

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

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 📦

Tracked Standard Delivery
Delivered in 2-3 working days, and free on all orders.

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

Orders placed before 4pm 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 warehouse in Bristol, 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.

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, Shop Pay, Apple Pay, and Google Pay.

You can indeed! 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 15% off their first purchase. Once they have checked out, you will receive a 15% 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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