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 WhatsApp helpline where you can send photos or videos of your impression for feedback before sending it back. Our team will guide you through the process if you need any help.
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!
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 WhatsApp team will grant you access to our returns portal. Once you’ve generated your QR code, drop off your package at your nearest DPD depot (not lockers) for fastest next-day collection. You can find your nearest depot here: https://d1-depots.dpd.co.uk/
Just scan the QR code at the depot counter, hand over your sealed impressions, and you’re done. We’ll let you know as soon as they arrive in our lab!
What is the fastest way to return my impressions?
What is the fastest way to return my impressions?
Shipping back to us typically takes 1–3 working days, depending on how often DPD collects from your chosen drop-off point. We recommend asking staff about their collection schedule, as some locations only collect once per week.
For the fastest return, we strongly recommend using a DPD depot. Parcels dropped off there are usually returned to us the next working day—just 1 working day in transit. Find your nearest depot by clicking here.
We strongly advise against using DPD lockers, as they’re a newer service and can experience delays. If a depot isn’t an option, please check your drop-off point’s collection schedule to avoid hold-ups.
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.
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?
You can cancel your order for a full refund anytime before your impression kit or product has been dispatched.
Once the kit or product has been sent, a small fee will be deducted to cover the cost of the kit and postage.
Please note: orders for custom-made products cannot be cancelled once production has begun.
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
For custom-made appliances: We split your order to confirm the fit. An initial set ships first; once you’ve tried it and confirmed the fit (just reply on WhatsApp or email us), we’ll send the remainder of your appliances immediately at no extra cost. They’ll arrive within our normal production and shipping timelines.
For retail items (toothpaste, mouthwash, etc.): If any retail 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 or WhatsApp 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 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 or send us a message on WhatsApp; 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.
Returns & Refunds
Which products can I return for a refund?
Which products can I return for a refund?
- General retail products (toothpaste, mouthwash, tongue scrapers, floss): unused, unopened, in original packaging.
- Defective custom appliances (retainers, night guards, whitening trays, click-in veneers) subject to T&C's
Which items are non-returnable?
Which items are non-returnable?
- Impression kits & putty: Due to strict health and safety regulations (including COSHH guidelines), these kits are used to create medical devices and cannot be resold once dispatched. We’re legally required to classify them as non-returnable and non-refundable.
- Custom appliances that have been used, damaged by the customer, or where production has begun (unless defective).
Why can’t I return my impression kit?
Why can’t I return my impression kit?
We do our best to be fair, but government regulations for medical-device hygiene prohibit any returns of impression kits or putty. To stay compliant and avoid penalties, we must follow COSHH and other safety standards.
That said, as a goodwill gesture we can refund your order in full minus a £20 deduction (the cost of the kit). You don’t need to return the kit—simply dispose of it safely, and we’ll process the partial refund once you confirm.
Which products can I return for a full refund?
Which products can I return for a full refund?
- General retail products (toothpaste, mouthwash, tongue scrapers, floss): unused, unopened, in original packaging.
- Defective custom appliances (retainers, night guards, whitening trays, click-in veneers): report within 14 days with photos for inspection.
What is your returns window?
What is your returns window?
You have 30 days from the date of purchase to return eligible items.
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 cs@venneir.com within 14 days of delivery with clear photos and a description. If we confirm a manufacturing defect, we’ll remake or refund the appliance at no extra cost, including shipping.
Failed eligibility checks for Click-in Veneers—what refund will I receive?
Failed eligibility checks for Click-in Veneers—what refund will I receive?
If your impressions don’t meet our eligibility requirements due to incorrectly answered questions at the questionnaire stage (even after you confirmed at checkout), you’ll receive a partial refund:
- £20 deduction for the impression kit (non-refundable)
- £20 administration fee for handling and prepaid postage
You do not need to return the kit—please dispose of it safely. We’ll process your refund as soon as you confirm you’d like to proceed, and it will appear on your original payment method within 5–10 working days.
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.
Who can I contact with other returns or refund questions?
Who can I contact with other returns or refund questions?
Email cs@venneir.com.We aim to respond within one working day.
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.
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 X–Y business days. You’ll receive tracking updates when we send your duplicates and when we return your originals.
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 by our WhatsApp helpline— click here to send photos or videos for feedback. 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: Our live chat agents will provide the link
- Drop off at your nearest DPD depot (strongly recommended—next-day transit).
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 depot collects parcels. Most depots collect daily; ask staff for their schedule to avoid delays.
For the quickest return, take your impressions straight to a DPD depot. Find your nearest one by clicking here.
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. If you must use a different drop-off point, check its collection frequency—or, better yet, use a depot via https://d1-depots.dpd.co.uk/.
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 after manufacture?
How do I change the delivery address for my custom appliance after manufacture?
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 depots in my country—how can I return?
I don’t have DPD depots in my 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
