Taking Impressions
How do I take my impression properly?
How do I take my impression properly?
We provide full step-by-step video tutorial at venneir.com/pages/impression-guide to ensure you get it right the first time.
Will I get assistance if I need help with my impression?
Will I get assistance if I need help with my impression?
Yes! We have a dedicated live chat on WhatsApp where you can submit photos or videos of your impression for real-time support and approval.
- Monday–Friday: 10:00–18:00 GMT
- Saturday & Sunday: Submit anytime; we’ll reply when our team is online
What if I mess up my impression?
What if I mess up my impression?
If you mess up your impression, don’t worry—we’ve got you covered. We’ll normally cover the cost of impression material first time round.
If it happens again we can send you additional materials at cost price (usually under £10) to help you get it right. We’re not here to overcharge you, just to make sure you get the perfect fit!
Why don't I have precision fluid?
Why don't I have precision fluid?
Precision Fluid is only required for certain products and cases. Once you submit your initial impressions for approval, our team will let you know whether it’s needed. If so, and you don’t already have it, we’ll send it out to you.
How long do I have to take my impression?
How long do I have to take my impression?
There’s no strict deadline for taking your impression, but we recommend doing it as soon as possible to avoid delays in receiving your custom appliance.
Can I take an impression with loose or mobile teeth?
Can I take an impression with loose or mobile teeth?
No, you must not take an impression with loose or mobile teeth.
Can I take an impression with my partial denture in?
Can I take an impression with my partial denture in?
No, you must remove your partial denture before taking your impression.
Can children use your impression kits?
Can children use your impression kits?
We recommend our kits for ages 10 and above, as younger children may find them difficult to use. Contact us if your child is under the age of 10.
Can I take my impression if I have a gag reflex?
Can I take my impression if I have a gag reflex?
Yes! If you have a hypersensitive gag reflex, we recommend:
- Tilting your head forward slightly while taking the impression.
- Breathing through your nose to stay relaxed.
- Practicing with an empty tray before mixing the putty to get used to the feeling.
Should I bite down into the putty?
Should I bite down into the putty?
No! You should press the tray evenly into your teeth—not bite into it. Biting can cause distortion and affect the final fit.
How do I send my impression back?
How do I send my impression back?
Our Live Impression Approval team will grant you access to our returns portal through the Live Impression Approval hours:
- Monday–Friday: 10:00–18:00 GMT
- Saturday & Sunday: Submit anytime; we’ll reply when online
Once all impressions have been approved, please request access to our returns portal from the Impression Approval team.
No need to print anything at home—simply generate your QR code (emailed to you) to find your nearest drop-off points. Just show the QR code at the shop, and they’ll take care of the rest. You can find your nearest DPD parcel shop by clicking here .
What is the fastest way to return my impressions?
What is the fastest way to return my impressions?
Once all impressions have been approved, please request access to our returns portal from the Impression Approval team.
Return shipping usually takes 1–3 working days, and sometimes longer—especially if your drop-off point has limited DPD collections. Some locations only collect once a week, so we recommend asking staff about their schedule.
For the smoothest experience, we recommend dropping your parcel off as early in the day as possible—ideally between 8–9AM. DPD drivers often collect in the early afternoon, so an early drop-off maximises the chance it’s collected the same day.
Please avoid using DPD lockers, as they are still a newer service and often experience delays. Timely return is crucial to avoid processing hold-ups.
If there are no convenient drop-off points near you, or you’d prefer to use a courier of your choice, we’ve got you covered—we’ll contribute up to £4 towards your return shipping. Just make sure to keep your receipt and send a copy to cs@venneir.com for reimbursement once we’ve received your return.
Can I track my impression once I send it back?
Can I track my impression once I send it back?
Yes! Keep hold of your tracking number when you post it so you can track its return to us.
What if I can't get my impression right?
What if I can't get my impression right?
Taking accurate impressions is essential to ensure your appliance fits correctly. If you're struggling to take a usable impression:
- Please refer to our step-by-step guide included in your kit and available on our website.
- If you're unsure, contact us before proceeding, we can often provide tips or advice based on your photos.
- If the impression you submit is not suitable for manufacture, you will be asked to purchase a replacement impression kit. Unfortunately, we cannot proceed with production until acceptable impressions are received.
- It is your responsibility to ensure impressions are taken carefully and according to the instructions provided. Poor-quality impressions may result in delays, additional costs, or an ill-fitting appliance.
Ordering & Processing
Can I fast-track my order?
Can I fast-track my order?
All UK orders are shipped with next-working day delivery, and we use the fastest available options for international orders.
If you're looking to fast-track the production time of your custom-made product, we do offer express production upgrades — just let us know and we’ll guide you through the options.
Can I change my order?
Can I change my order?
If you'd like to make a change to your order, please let us know as soon as possible, if it has already been dispatched to you, we will not be able to change it.
If it's a custom-made product and has already been made, unfortunately we won’t be able to make any changes.
However, if it hasn’t yet gone into production, we can update it to another product of the same value — or you can pay the difference if you'd like something more expensive. Click here to contact us.
If the replacement is cheaper, we'll refund the difference.
Can I cancel my order?
Can I cancel my order?
Yes, you can cancel your order and receive a full refund, provided your item has not yet been dispatched and your impression process has not started.
If your impression kit or product has already been shipped, a small fee will be deducted from your refund to cover the cost of the kit and postage.
Please note: If the impression process has already started or your item is custom-made and production has begun, your order cannot be cancelled.
What if I ordered the wrong item?
What if I ordered the wrong item?
If you’ve ordered the wrong product, please let us know as soon as possible — ideally before taking your impression or before the item has been dispatched.
If your custom-made product has already been made, we’re unable to make changes.
I haven't received my full order
I haven't received my full order
If any product is missing from your delivery, please contact us directly so we can resolve it fast. Visit our Contact page by clicking here if you need more help.
Turnaround Times
What are your standard turnaround times?
What are your standard turnaround times?
- Retainers, night/day guards & whitening trays: 5 working days (from the day we receive your impression)
- Click-in veneers & missing-tooth retainers: 7–10 working days
Occasionally we run express-production promotions if you need your appliances even faster.
Can I request a faster production time?
Can I request a faster production time?
Yes. We offer express-production upgrades—just let us know when ordering and we’ll explain any additional fees and lead-time reductions. Also keep an eye out for any promotions we have running.
What happens if my order goes past the expected turnaround time?
What happens if my order goes past the expected turnaround time?
While we always aim to hit our targets, sometimes unforeseen issues that are outwith our control can cause a delay.
If your order does run late, we sincerely apologise. Here’s what we’ll do:
- Notify you immediately by email with a revised delivery estimate.
- Expedite production and/or shipping at no extra cost wherever possible.
- Offer a gesture of goodwill—for example, a discount on your next order—to make up for any inconvenience.
We appreciate your patience and will always keep you fully informed until your custom appliance is safely on its way.
When does the production countdown begin?
When does the production countdown begin?
The clock starts on the first working day after we receive your final, approved impression (and any shade/tooth specifications).
How do UK bank holidays affect my turnaround?
How do UK bank holidays affect my turnaround?
Bank holidays pause the countdown. For example, if we receive your impression on Friday before Easter Monday, the three-day turnaround would resume on Tuesday.
Will I receive updates during production?
Will I receive updates during production?
Yes. We’ll notify you via email when:
- Your impression arrives in the lab
- Your appliance passes quality control and is ready for shipping
- Your appliance has been dispatched
What if my impression arrives late or has discrepancies?
What if my impression arrives late or has discrepancies?
If your impression is damaged, distorted, or missing critical information, we’ll contact you immediately to arrange a remake.
Can I upgrade to express production after I’ve placed my order?
Can I upgrade to express production after I’ve placed my order?
We recommend selecting express at the time of order. If you change your mind mid-process, contact us ASAP—if the case hasn’t began processing, we’ll typically be able to upgrade you.
Materials & Safety
What materials are used for custom-made appliances?
What materials are used for custom-made appliances?
- Day/Night guards: Medical-grade EVA (ethylene-vinyl acetate) for shock absorption and comfort
- Whitening/Bleaching trays: Semi-rigid EVA that balances flexibility with durability
- Essix retainers & missing-tooth retainers: Hard PETG (polyethylene terephthalate glycol) for long-lasting shape retention
- Click-in veneers: Medical-grade PETG engineered for a snug, secure fit that enhances your smile
Are custom-made appliance plastics safe for long-term oral use?
Are custom-made appliance plastics safe for long-term oral use?
Yes. EVA and PETG are:
- Medical-grade and biocompatible—widely used in dental applications
- BPA- and phthalate-free, minimising chemical exposure
- Hypoallergenic for most users (if you have known sensitivities, consult your dentist before ordering)
How do I care for my custom dental appliance?
How do I care for my custom dental appliance?
Whether you’re using retainers, click-in veneers, whitening trays, or night guards, proper care is key to keeping your custom dental appliance clean, hygienic, and long-lasting.
Daily Cleaning
- Clean your appliance daily using a soft toothbrush and lukewarm water.
- Avoid toothpaste, as it can be abrasive and may damage the surface.
Weekly Deep Cleaning
- Once or twice a week, soak your appliance in a retainer or denture cleaning solution.
- Alternatively, use mild, fragrance-free soap and warm water. Do not use harsh chemicals.
What to Avoid
- Hot water (can warp or distort the appliance)
- Bleach or alcohol-based products
- Leaving it unprotected or wrapped in tissues, which can lead to loss or damage
Storage Tips
- Always store your custom dental appliance in the protective case provided when not in use.
- Keep it away from heat, pets, and direct sunlight.
Taking these simple steps will help ensure your appliance remains comfortable, effective, and in great condition.
How long will my custom dental appliance last?
How long will my custom dental appliance last?
How long will my custom dental appliance last?
The lifespan of your appliance depends on how well it's cared for and how it’s used day-to-day. Here's a general guide for each product type:
Essix Retainers (1mm / 1.5mm PETG)
Average lifespan: 6–18 months
- Thinner 1mm may wear faster; 1.5mm offers more durability
- Replace sooner if you grind your teeth or wear it while eating
- Proper cleaning and storage can extend its life
Whitening Trays (1.5mm Semi-Hard PETG)
Average lifespan: 6–12 months
- Not designed for long-term wear, especially if used frequently
- Avoid eating or drinking anything besides water while wearing
- Rinse and clean thoroughly after each use to prevent staining
Day Guards (2mm EVA)
Average lifespan: 6–12 months
- EVA is softer and designed for light to moderate daytime grinding
- Replace when thinning, warping, or discomfort occurs
Night Guards (3mm EVA)
Average lifespan: 1–3 years
- Heavier-duty, meant for moderate to severe night grinding
- Can wear down faster if bruxism is severe
- Regular inspections recommended every 6 months
Click-In Veneers (1mm PETG)
Average lifespan: 6–12 months
- Designed for cosmetic wear, not eating or extended use
- Can discolour or warp if exposed to hot drinks or harsh cleaners
- Best maintained by avoiding food, staining beverages, and brushing gently
Retainer with Missing Tooth (1mm PETG)
Average lifespan: 6–12 months
- Similar care as standard Essix retainers
- Use only for intended wear; eating with it can shorten its life
What can affect lifespan?
- Grinding or clenching teeth (especially at night)
- Eating or drinking (other than water) while wearing
- Hot water or heat exposure (can warp the plastic)
- Poor cleaning habits (plaque buildup, odour, bacteria)
- Dropping or bending the appliance during handling
How to get the most out of your appliance
- Clean daily with a soft toothbrush and lukewarm water
- Deep clean weekly using a non-abrasive retainer cleaner
How do I clean and care for my appliance?
How do I clean and care for my appliance?
- Rinse under cool water immediately after each wear.
- Brush gently with a soft toothbrush using a dedicated retainer cleaner.
- Soak weekly in a denture-cleaning tablet solution, following the tablet’s instructions.
- Avoid heat—do not use hot water, dishwashers, or boiling, as high temperatures can warp the plastic.
- Store in its ventilated case away from direct sunlight and excessive humidity.
What about allergies or sensitivities?
What about allergies or sensitivities?
Related to custom-made appliances.
- While EVA and PETG rarely cause reactions, please let us know if you have a known allergy to plastics or plasticisers.
- If you experience any irritation, discontinue use and consult your dentist.
How do you ensure regulatory compliance?
How do you ensure regulatory compliance?
Venneir operates under MHRA and UK dental regulations. Every appliance undergoes rigorous quality checks and stability testing to meet medical-device standards.
Who should not use these appliances?
Who should not use these appliances?
Related to the impression process for custom-made appliances.
- Children under 10: May struggle to insert or remove safely.
- Orthodontic patients: Braces or active tooth-movement devices can be damaged; check with your orthodontist first.
- Loose crowns, veneers or fillings: Taking impressions over unstable work risks dislodging it.
- TMD or severe jaw pain: Custom TMJ appliances are needed; these products aren’t designed for joint disorders.
Do I need to remove other dental appliances before impressions?
Do I need to remove other dental appliances before impressions?
Related to the impression process for custom-made appliances.
- Partial dentures: Must be removed—impressions over them won’t capture your natural arches.
- Fixed metal retainers: Leave in place if they’re secure, but ensure impressions capture all wires clearly.
What health conditions require extra caution?
What health conditions require extra caution?
Related to the impression process for custom-made appliances.
- Hypersensitive gag reflex: Tilt your head forward, breathe through the nose and practice with an empty tray first.
- Mouth tori (bony growths): May cause discomfort or tray distortion—see your dentist if in doubt.
- Gum disease or oral sores: Wait until healed to avoid trapping bacteria.
Delivery & Shipping
How much does shipping cost for custom-made products?
How much does shipping cost for custom-made products?
UK Mainland: Free—this covers sending your impression kit, free returns for your impression via our QR-code portal and delivering your final appliance.
Northern Ireland: £30—for sending your kit out and delivering the final appliance. Return postage isn’t included up front, but you can ship back at your cost and we’ll reimburse you upon request.
Europe: Rates start from £30 (covers kit out and final delivery). Return postage isn’t included up front—simply let us know your return-shipping cost and we’ll reimburse it. Exact shipping for your address is shown at checkout.
Rest of World: £75—for kit out and final delivery. Return postage isn’t included up front—you pay to return and we’ll reimburse the cost.
When will my order be dispatched?
When will my order be dispatched?
Orders placed before 15:00 GMT on a working day go out the same day; orders after 15:00 GMT or over weekends go out the next working day.
How long will my order take to arrive?
How long will my order take to arrive?
UK Mainland: Next working-day delivery once dispatched.
Northern Ireland, Wales & Highlands: 2–3 working days after dispatch.
Europe: 5–7 working days (subject to customs).
USA: US-stocked items (manufactured and stored in our US warehouse) can arrive in as little as 1 working day; some take up to 10 working days depending on the product. (Toothpaste & tongue scrapers are currently available for 1 working-day delivery.)
All other products ship from the UK and typically arrive in 7–15 working days, subject to customs.
Rest of the World: 7-15 working days (subject to customs).
Can I track my order?
Can I track my order?
Yes—tracking details are emailed to you, and if you’ve provided a mobile number you’ll receive them via SMS as well.
My DPD parcel is already out for delivery—can I update address or delivery instructions?
My DPD parcel is already out for delivery—can I update address or delivery instructions?
Yes. Download the DPD app by clicking here, register/log in with the email or mobile number you used at checkout, and you can:
- Amend your delivery address
- Choose a “safe place”
- Reschedule delivery
If you run into any issues, let us know and we’ll assist.
My order hasn’t arrived—what should I do?
My order hasn’t arrived—what should I do?
- Check your dispatch date and regional transit time above.
- For UK Mainland, allow until the end of the next working day.
- For international orders, wait 15 working days post-dispatch before reaching out.
- If still undelivered, email cs@venneir.com with your order number and tracking info—we’ll investigate immediately.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
You can update your address up until the moment we dispatch. Email cs@venneir.com with your order number and new address; we’ll confirm if it’s still possible. Once the parcel is on its way, address changes must go through the courier—contact them directly with your tracking number.
Will I need to pay customs, duties or VAT on my international order?
Will I need to pay customs, duties or VAT on my international order?
International customers may be subject to local import duties, taxes or VAT. These are not included in our shipping fees and must be paid by you upon delivery.
What happens if I’m not home when delivery is attempted?
What happens if I’m not home when delivery is attempted?
Most couriers will leave a “calling card” with instructions to rebook delivery or collect from your local depot. You can also use the tracking link to choose a safe-place drop or reschedule.
What packaging do you use? Is it discreet?
What packaging do you use? Is it discreet?
We use plain, unbranded outer packaging for discretion.
What happens if my package is returned to you as “undeliverable”?
What happens if my package is returned to you as “undeliverable”?
If a parcel is returned, we’ll email you to confirm your correct address or arrange re-delivery. Return-to-sender fees (if any) will be waived, but you may need to cover the cost of re-shipping.
Who should I contact with shipping or delivery questions?
Who should I contact with shipping or delivery questions?
For any shipping-related queries—rates, tracking, customs, or delays—email cs@venneir.com; we aim to reply within one working hour.
What if the courier fails to deliver my order?
What if the courier fails to deliver my order?
- Your fault (wrong address, missed delivery without rearranging): you cover the re-delivery cost.
- Courier fault (service disruption, lost in transit): we’ll resend your order free of charge.
What if my parcel is showing as delivered but I didn’t receive it?
What if my parcel is showing as delivered but I didn’t receive it?
If your parcel is marked as delivered but you haven’t received it, please first check with neighbours or building reception in case it was left nearby.
If you requested your parcel be left in a “safe place,” you do so at your own risk. We are not liable for parcels lost, stolen, or damaged after being marked as delivered without a signature.
If you still cannot locate your parcel, contact us within 10 days of the delivery date. We’ll assist where possible, but we cannot guarantee courier investigations beyond this timeframe.
Returns & Refunds
How long do I have to request a refund?
How long do I have to request a refund?
Retail Products (Toothpaste, Mouthwash, Tongue Scrapers, etc.)
You may request a refund for standard retail items within 14 days of delivery, provided the products are:
- Unopened
- In their original, sealed packaging
- In resalable condition
This policy aligns with UK consumer standards for hygiene-related goods. For health and safety reasons, we cannot accept returns of any opened or used products. You are responsible for return postage unless the item is faulty.
If your item is faulty or damaged, please contact us within 14 days with a description and photos. We’ll assess it in accordance with UK consumer law.
Impression Kits and Custom-Made Products
Custom-made items, including Click-In Veneers and other bespoke appliances, are exempt from standard refund rights once production begins.
However, we offer a voluntary 14-day cooling-off period, starting from the date your impression kit is delivered. To qualify for cancellation:
- The kit must be unopened and unused
- You must contact us within 14 days
- A £25 restocking fee will be deducted from your refund
- You must return the kit at your own expense
Once the kit is used or impressions are submitted, the order is final and non-refundable.
If you cancel after the 14-day cooling-off period but before manufacturing begins, a £125 cancellation fee will apply. If your order total is less than £125, your refund will be capped at that amount.
Who pays for return shipping?
Who pays for return shipping?
All returns must be sent back at the customer’s expense. Original outbound shipping fees are not refunded; only the product cost is returned.
How do I initiate a return?
How do I initiate a return?
- Email cs@venneir.com with your order number and reason for return (include photos if defective).
- We’ll confirm your eligibility and send you the correct returns address.
- Ship your items back with a tracked service and keep your proof of postage.
- Once we receive and inspect your return, we’ll process your refund.
How long do refunds take?
How long do refunds take?
After we receive and inspect your return, refunds are issued to your original payment method. Depending on your bank, it can take 5–10 working days for the credit to appear on your statement.
What if my custom appliance is defective?
What if my custom appliance is defective?
Email us at cs@venneir.com within 14 days of delivery, including clear photos and a brief description of the issue. If we confirm a manufacturing defect, we’ll provide one complimentary remake at no extra cost.
What is the 14-day cooling-off period?
What is the 14-day cooling-off period?
This applies to custom-made appliances. You have 14 days from the date your impression kit is delivered to cancel your order, as long as the kit is unopened and unused.
- To cancel, email us at cs@venneir.com within the 14 days.
- We’ll deduct a £25 restocking fee from your refund.
- You’ll need to return the kit at your own cost.
- Once the kit is used or impressions are submitted, the order becomes final and no refund is available.
Can I cancel my order within 14 days?
Can I cancel my order within 14 days?
Yes. While custom-made goods are generally exempt from the standard 14-day cancellation period under UK distance selling laws, we offer a voluntary 14-day cooling-off period starting from the date your impression kit is delivered.
To qualify for cancellation:
- The kit must be unopened and unused.
- You must contact us within 14 days of delivery.
- A £25 restocking fee will be deducted from your refund.
- You must return the kit at your own expense.
What if I’ve already opened or used the kit?
What if I’ve already opened or used the kit?
Once the kit has been opened, used, or impressions have been submitted, the cooling-off period no longer applies. At this stage, the order becomes final and is non-refundable due to the bespoke nature of the product.
What if I change my mind after using the kit?
What if I change my mind after using the kit?
Once you’ve started the impression process, your appliance is considered custom-made and moves into manufacturing. This means:
- Your order is no longer refundable under UK law (bespoke goods are exempt from standard cancellation rules).
- If you still wish to cancel before manufacture begins, a £125 cancellation fee applies to cover admin and production loss.
- If you supplied false or misleading info during the order process, the same £125 fee applies.
What if I gave the wrong information for Click-In Veneers?
What if I gave the wrong information for Click-In Veneers?
If your impressions do not meet our eligibility requirements due to false or misleading information provided at the questionnaire or checkout stage, a £125 cancellation fee will apply.
If the information you submitted was accurate but your case is later deemed clinically unsuitable, you will receive a full refund.
What if my return is lost or delayed in transit?
What if my return is lost or delayed in transit?
Please use a tracked service and retain your proof of postage. We cannot refund items that do not reach our warehouse, if you need help, contact us before shipping so we can advise on the best carrier.
Can I get a remake or refund if the appliance doesn't fit?
Can I get a remake or refund if the appliance doesn't fit?
We offer one complimentary remake if your appliance does not fit properly, subject to the following conditions:
- You must notify us within 14 days of receiving the appliance.
- You must provide clear video evidence showing the appliance being inserted and removed, along with a verbal description of the fit issue.
- If the second appliance still does not fit, no refund or further remakes will be offered. At that point, the product has been manufactured exactly to the impression or scan data you provided.
Do I need to return the kit if I cancel?
Do I need to return the kit if I cancel?
- If cancelled within the 14-day cooling-off period, and the kit is unopened, you must return the kit at your own cost.
- If cancelling after 14 days, and you are eligible for a partial refund, you do not need to return the kit, but it should be disposed of responsibly.
Sending Your Own Moulds
What if I already have my own moulds?
What if I already have my own moulds?
If you already have your own moulds, there’s no need to order our impression kit. Simply proceed to checkout as usual and enter the discount code SENDING-OWN-MOULDS to receive 15% off your purchase.
How do I send you my moulds?
How do I send you my moulds?
After you complete your order with the discount code, you’ll receive an email containing detailed, step-by-step instructions on how to package and ship your moulds to us. It’s straightforward and hassle-free.
Will you return my original moulds?
Will you return my original moulds?
Yes. Once we’ve created an accurate copy of your moulds, we’ll safely return your originals to you using the same prepaid label.
Can I send you 3D scan files instead of physical moulds?
Can I send you 3D scan files instead of physical moulds?
Unfortunately, we cannot accept digital 3D scan files. We require physical moulds for our duplication process.
Do I have to pay for shipping?
Do I have to pay for shipping?
No! Shipping is completely free. We’ll include a prepaid return QR code in your email so you can send your moulds to us at no cost.
Can I use an old retainer as my mould?
Can I use an old retainer as my mould?
No, we do not duplicate retainers. Please provide an impression mould of your teeth rather than a worn retainer.
Can I use stone models?
Can I use stone models?
If you send stone models, there is a slight risk of breakage during transit, handling, or while making your appliance due to the fragile nature of the material. Unfortunately, if the model breaks, we’re unable to remake it, as we can only work from the original you send. Thank you for your understanding.
Do I need to take new impressions?
Do I need to take new impressions?
No—you don’t need to take any new impressions. Simply send us the moulds you already have, and we’ll handle the rest.
How long does the entire process take?
How long does the entire process take?
From the moment you ship your moulds to us, our turnaround time is typically 2 business days. You’ll receive tracking updates when we send your duplicates and when we return your originals.
What if my models/moulds are damaged?
What if my models/moulds are damaged?
Please be aware that if you choose to send your own models or moulds, you do so entirely at your own risk. We are not responsible for any items lost or damaged in transit by couriers.
If you prefer added protection, we strongly recommend using your own courier service with appropriate insurance, as we are unable to cover any loss or damage.
If you send stone models, please note that these are particularly fragile. There is a risk of breakage during transit, handling, or during the manufacturing process. Similarly, even 3D printed models—depending on their structure, material, and the type of appliance being made—can occasionally break during the fabrication process.
Unfortunately, if a model breaks at any stage, we are unable to remake or proceed, as we can only work from the original model you provide.
Who can I contact if I need help?
Who can I contact if I need help?
If you have any questions or need assistance at any point, just reply to the confirmation email or contact our support team directly. We’re always here to help!
Impression Returns
How do I return my impressions?
How do I return my impressions?
First, get your impressions approved via our Live Impression Approval—open the chat and submit videos for feedback during the approval hours:
- Monday–Friday: 10:00–18:00 GMT
- Saturday & Sunday: Submit anytime; we’ll reply when online
Once approved:
- Ensure the putty stays firmly in the tray.
- Place the tray back in its original box (or a replacement box).
- Seal it in the provided bag.
- Generate your QR code via our returns portal (Impression Approval team will provide the link).
- Follow our advice on where & when to drop your return parcel.
Can I use my own courier?
Can I use my own courier?
If there are no convenient drop-off points near you, or you’d prefer to use a courier of your choice, we’ve got you covered—we’ll contribute up to £4 towards your return shipping. Just make sure to keep your receipt and send a copy to cs@venneir.com for reimbursement once we’ve received your return.
If you choose this option, please also email cs@venneir.com to request the correct returns address.
What’s the typical return transit time?
What’s the typical return transit time?
Shipping back takes 1–3 working days, depending on how often your chosen DPD parcel shops collects parcels. Most depots collect daily; ask staff for their schedule to avoid delays.
Find your nearest parcel shop by clicking here. For the smoothest experience, we recommend dropping your parcel off as early in the day as possible—ideally between 8–9AM.
DPD drivers often collect in the early afternoon, so an early drop-off maximises the chance it’s collected the same day.
Please avoid using DPD lockers, as they are still a newer service and often experience delays. Timely return is crucial to avoid processing hold-ups.
Can I use DPD lockers or other drop-off points?
Can I use DPD lockers or other drop-off points?
We strongly advise against lockers—they can sit uncollected for days.
Find your nearest parcel shop by clicking here. For the smoothest experience, we recommend dropping your parcel off as early in the day as possible—ideally between 8–9AM.
I dropped off my impressions but you haven’t received them—now what?
I dropped off my impressions but you haven’t received them—now what?
First, confirm your drop-off location’s collection schedule. If it’s been several days, email cs@venneir.com with your tracking number. If it still hasn’t arrived, we can dispatch you a replacement impression kit right away.
How do I change the delivery address for my custom appliance before it has been dispatched?
How do I change the delivery address for my custom appliance before it has been dispatched?
On your return slip, clearly note your new shipping address and request a change of delivery. Then log into Your Account > Addresses on our site, update your address, and delete any old entries so future orders go to the right place.
Head to your account by clicking here.
I don’t have DPD Parcelshops local to me or in a different country—how can I return?
I don’t have DPD Parcelshops local to me or in a different country—how can I return?
Use any tracked postal service to send your impressions to:
Venneir
BioCity
Bo’ness Road
North Lanarkshire
Scotland
ML1 5UH
Once we’ve received your return, we’ll contribute up to £4 towards your return shipping—just make sure to keep your receipt and send a copy to cs@venneir.com for reimbursement.
I've shipped it back but had no update?
I've shipped it back but had no update?
There are a few possible DPD return statuses you might see:
Requested: The return has been booked but not yet dropped off or scanned by DPD.
Dropped Off: You’ve handed it in, but DPD hasn’t collected it from the drop-off point yet.
On Its Way: DPD has picked up the parcel and it’s in transit to us.
Delivered: We’ve received it—sit tight, we’ll update you shortly!
If your parcel is stuck on "Requested" or "Dropped Off" for more than 48 hours, please check with the drop-off point or contact us with your return tracking info so we can investigate.
