Swallow Dental FAQs
Welcome to our FAQs page. Here you will find answers to some of the most frequently asked questions regarding Swallow Dental and the service we provide.
Can’t find an answer to your question? Simply email info@swallowdental.co.uk and we'll get back to you as soon as possible.
About Us
Why is your company called Swallow Dental?
We wanted a memorable name that stands out, and this one seems to have worked. It certainly gets a reaction!
How long has Swallow Dental been in business?
Swallow Dental Supplies Ltd has been in business since 1998. Since then, we’ve grown into one of the UK’s leading surgical suppliers to the dental market.
Why should I shop with Swallow Dental?
As one of the UK's top suppliers of dental equipment, customer confidence, reassurance and peace of mind are always at the forefront of everything we do.
It’s our mission to deliver 100% satisfaction with every order we receive.
What are Swallow Dental’s opening hours?
Our opening hours are listed below:
Monday 8:30 am – 5:30 pm
Tuesday 8:30 am – 5:30 pm
Wednesday 8:30 am – 5:30 pm
Thursday 8:30 am – 5:30 pm
Friday 8:30 am – 5:00 pm
Saturday Closed
Sunday Closed
Product Advice
I need advice before purchasing a product; can I speak to someone?
Of course. Our friendly customer service team are always happy to provide additional information on any of our products.
Alternatively, you can arrange a practice visit from one of our product experts.
Call 01535 656312 or email sales@swallowdental.co.uk for more information.
Do you have a catalogue?
Yes. We have dedicated surgical and hygiene catalogues available on our Resources page.
Alternatively, if you would like to request a printed copy, call 01535 656312 or email sales@swallowdental.co.uk
Can I book a practice visit?
If you would like to find out more about a certain product, you can arrange a practice visit.
You will be visited by one of our product experts who will provide a live demonstration of the product and answer any questions.
Call 01535 656312 or email sales@swallowdental.co.uk for more information.
Placing an Order
How do I order products from Swallow Dental?
You can order products from Swallow Dental online or over the phone.
Our online store offers a quick and easy way to order your dental supplies. Simply add an item (or items) to your online shopping basket. When you are ready to pay, proceed to the checkout and confirm your payment.
Alternatively, you can call our friendly customer service team on 0153 656312 to order over the phone.
How do I view items in my online shopping basket?
You can view your online shopping basket at any time. Simply click the cart icon at the top of any page. This will show you the items in your shopping basket, the number of each item and a subtotal.
Here, you will have the option to view and edit your basket or proceed to checkout.
I’m having issues ordering online; is there another way to order?
Whilst ordering your dental products online is quick and easy, we understand that problems can occur.
If you are having issues ordering online, call our dedicated customer service team on 01535 656312.
Can I edit my basket before checking out?
Yes. To edit your basket, click the cart icon at the top of any page and select ‘View and Edit Basket’.
Here, you will have the option to view and edit your basket or proceed to checkout.
My product is downloadable; how do I access it?
If you have purchased a downloadable item, you can access this from My Account.
Go to My Account and select ‘My Downloadable Products’. Here, you will have the option to download your product.
All downloadable products can be downloaded multiple times if required.
How do I view my current/previous orders?
Go to My Account and select ‘My Orders’. Here you can view any orders you have made.
You can also view the status of each order, including outstanding and returned deliveries.
An item is out of stock; can I still place an order?
If for any reason an item you have ordered is out of stock, we will contact you immediately to discuss your options.
I’ve ordered the wrong product; what should I do?
If you have ordered the wrong product, contact us as soon as possible to amend your order. If possible, we will be able to amend your order before it is dispatched.
If you have received the wrong product, you can return the item to us within 30 days for a full refund.
For more information on our 30-day returns policy, visit our Delivery and Returns page.
Payment
How can I pay for my order?
There are a number of ways to pay for your order.
Orders can be placed online or by phone and paid for using a credit or debit card.
All online orders receive a discount of 1.5 per cent when paid for by card.
Approved Swallow Dental customers can add items to their Swallow Dental account which can be paid for at a later date.
What credit/debit cards does Swallow Dental accept?
We accept AMEX, Visa and Mastercard.
How can I pay my Swallow Dental invoice?
There are several ways to pay your Swallow Dental invoice. Payments can be made via:
- BACS Payment
- Pay by cheque
- Calling the office directly on 01535 656312
Discounts & Promotions
How do I apply a discount code to my order?
To apply a discount code, click the cart icon at the top of any page and select ‘View and Edit Basket’. Here, you can apply a discount code to your order.
If you amend your order before checking out, be sure to select ‘Update Basket’. This will ensure the discount code is applied to the full order.
Are there any Swallow Dental discount codes available?
From time to time, we offer discounts on our products. Sign up for our free email service or download Spotlight, our newsletter, to ensure you never miss our special offers and discount codes.
If you’re buying online, you can save 1.5 per cent when you pay by credit/debit card.
Your Account
How do I set up an online account?
To create a new customer account, simply sign up and follow our step-by-step instructions.
If you have any questions, call 01535 656312 and a member of our team will talk you through the process.
I’ve previously ordered from Swallow Dental; do I automatically have an online account?
Unfortunately, you must register to set up a Swallow Dental online account.
To create a new customer account, simply sign up and follow our step-by-step instructions.
If you are having difficulty creating an account, call us on 01535 656312 and we will talk you through the process.
I’ve forgotten my password; can I still access my online account?
If you have forgotten your password, don’t worry, we’re all human.
Go to My Account and select ‘Forgot Your Password’. Follow the on-screen instructions to reset your password.
If you are having difficulties accessing your account, contact our customer service team on 01535 656312 or email sales@swallowdental.co.uk.
How do I change my password?
Go to My Account and select ‘Account Information’. Here, you have the option to change your password, along with your account name and email address.
How do I edit my account information?
Go to My Account and select ‘Account Information’. Here, you have the option to change your account name, email address and password.
How do I change my personal information?
Go to My Account and select ‘Address Book’. Here, you have the option to change your personal information, including your contact information and address.
Alternatively, contact our customer service team on 01535 656312.
How do I leave a product review?
We love hearing about your experiences with our products.
If you would like to leave a product review, simply search for the product on our website and scroll to the bottom of the page. Here, you’ll be invited to leave your review and a product rating. You can even let others know if you’d recommend the product.
Delivery
How long will I have to wait for my order?
Once you have placed your order, we'll process it within one working day. We aim for same-day processing for all UK orders placed before 2pm (Monday to Friday).
Our standard delivery service is 24 hours from the date your order is released.
Occasionally, some of our orders may take a little longer to arrive depending on your location.
Does Swallow Dental offer a premium delivery service?
Whilst we don’t offer a premium delivery service, we can arrange for your delivery to be prioritised.
We offer Pre-12 timed deliveries.
We also offer a Saturday delivery option on orders released before 2pm on Friday.
Contact our customer service team on 01535 656312 to discuss available options.
I require an item urgently; does Swallow Dental provide a fast-track service?
We understand that, from time to time, you might require an item urgently.
If this is the case, please make a note on your order or contact our customer service team on 01535 656312 to discuss available options.
How are postage costs calculated?
All of our postage costs are calculated according to weight, method and speed of delivery.
When placing your order, you will be asked to select which method of delivery you prefer with postage costs clearly displayed.
What if my item is not in stock?
If your item is out of stock, we will notify you immediately (within working hours). We will also inform you of when we expect the item to be back in stock.
You will be given the option of either waiting for the full order or having the order despatched in part.
My delivery is coming in multiple parts; will I have to pay for multiple deliveries?
No. If you have ordered multiple items and part of your order is out of stock or dispatched at, you will only be charged once for delivery.
Can I request a timed delivery?
We do offer timed deliveries; however, these are not available when checking out.
We offer Pre-12 timed deliveries.
We also offer a Saturday delivery option on orders released before 2pm on Friday.
Please call 01535 656312 or email sales@swallowdental.co.uk for options.
Returns
Can I return items to Swallow Dental?
We operate a 30-day returns policy. All we ask is that any item returned to us is in a resaleable condition; this means it must be unused, unsterilised and complete with any original packaging.
All items should include a completed returns form and send to the following address:
Returns
Swallow Dental Supplies
Unit 5 Marrtree Business Park
Silsden
BD20 0EF
For more information on our 30-day returns policy, visit our Delivery and Returns page.
Who pays the postage on returned items?
If you return something due to it being unsuitable or ordered incorrectly, you will need to pay the postage costs to return it to us. We recommend you use a courier, recorded delivery or registered post to return items to cover yourself against loss or damage.
To return goods please complete our Returns Form.
For more information on returning an item, visit our Delivery and Returns page.
I’ve been sent the wrong item; do I have to pay return postage?
We always try our best to avoid errors; however, occasionally, mistakes are made when we send items out, but we don’t think it’s fair that you should have to pay to return these items.
If an item is sent to you in error, we will cover the cost of return postage.
For smaller items, we will send you a prepaid envelope. Simply wrap the item securely and return it to us.
For larger returns, we will arrange courier collection.
Can I return personalised products?
Unfortunately, we cannot accept any returns on products that have been personalised. This includes products that have been customised with practice or business names.
This excludes faulty items which can be returned in line with our standard faulty item return policy.
My order was damaged in transit; can I return it?
We always check our items prior to dispatch and package them appropriately; however, sometimes items can be damaged during shipping.
If you receive an item that has been damaged in transit, please contact us within 48 hours of receipt.
You can return the damaged item for a replacement or a complete refund (completed within 10 working days) using our Returns Form.
I’ve received my item but it’s faulty; can I return it?
Yes. If you receive a faulty item, please contact us within 48 hours of receipt.
You can return the faulty item for a replacement or a complete refund (completed within 10 working days) using our Returns Form.
How quickly will Swallow Dental process my return?
Typically, we process all returns on the day they arrive with us. Occasionally, this is not possible; in such cases, your return will be dealt with within four working days.
I’ve returned an item; can I track its progress?
Yes. All returns can be tracked in the My Account section of our website. Simply select ‘My Orders’ to view the status of all your orders.
I have an item to return; can I print a returns form?
Yes. Download and print your returns form here.
I need a replacement item, but Swallow Dental is out of stock; what should I do?
If you require a replacement item that’s out of stock, we will contact you to discuss your options.
I need to return an item from outside the UK; what should I do?
Customers from outside of the UK can return items by following our standard returns procedure along with the instructions below.
To help us deal with your return as quickly as possible, mark all returns as RETURNED GOODS – FAILED SALE. This must be clearly marked on the customs information document (CN22 and/ or CN 23) on the outside of the packaging. Failure to do so may result in the goods being refused at customs in the UK and so being returned to the sender.
We recommend you use a courier, recorded delivery or registered post to return items. We cannot be held responsible for returned goods that we do not receive or have been damaged in transit.
I’m returning an item on which duty has been paid; will this money be refunded?
If you have paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local Customs Authority.
For more information, visit our Delivery and Returns page.