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FAQ

Here you will find a list of answers to the questions that are most often asked.

Helpie FAQ

BLEACHING PEN AND REFILLS

  • HOW MUCH GEL DO I USE ON THE TEETH?

    We recommend applying a uniform homogeneous layer (about 1 mm) on all the front teeth,  including all the teeth that show when we smile.

  • WHAT ARE REFILLS?

    WHITE U Smile Whitening Refill is a package with a replacement whitening pen inside that guarantees a week of treatment in synergy with the LED mask! Is your whitening pen finished or is it about to? Scopri WHITE U Smile Whitening Refill

  • THE PEN STOPPED TURNING?

    If the wheel is blocked it means that the gel is finished, so we recommend the Smile Whitening Refill replacement whitening pens! Check out WHITE U Smile Whitening Refill Scopri WHITE U Smile Whitening Refill

  • THE GEL DOES NOT COME OUT OF THE PEN?

    If the gel does not come out of the pen we recommend the following steps: open the cap and rotate the wheel located in the end of the cap until the gel comes out. When you first open the whitening pen it is normal to have to turn the pen several times. If the wheel is blocked it means that the gel is finished, so we recommend the Smile Whitening Refill replacement whitening pens! Check out WHITE U Smile Whitening Refill

  • HOW MANY APPLICATIONS CAN YOU DO WITH A WHITENING PEN?

    Each whitening pen guarantees 1 week of treatment.

  • REGISTRATION – SHIPMENT AND PAYMENT

  • HOW DOES ONE REGISTER?

    Registration is easy. Click on the menu on “Login / Register”. Insert the data requested and that’s it!

  • HOW DOES SHIPMENT FUNCTION?

    Once the payment has been confirmed, personal data and address given (check well to make sure it is correct!) you will receive an email confirming the purchase.

    Your order will be sent to our storage center within 2 working days.

    Once the parcel is sent, you will receive an email confirming the order with a tracking order. So it will be possible to trace the order through the link indicated on the confirmation email.

  • WHERE DO YOU DELIVER?

    We deliver from Italy to the whole world.

  • WHAT IS THE DELIVERY PERIOD?

    The delivery period varies from country to country. To get an idea of the services and time needed, consult our chart below.

     

    Italy – Europe – US and Canada – Rest of the world

    UPS Express Save – The following working day – The following working day in the EU, Liechtenstein, Norway and Switzerland.

    Within the end of the second working day in all the principle destinations – Within 2-3 working days

    UPS Express Save    1-2 days    1-5 days

  • HOW CAN I TRACE MY ORDER?

    Once the purchase process has been confirmed and the parcel sent, you will receive an email confirming the order with a tracking order. So it will be possible to trace the order through the link indicated in the confirmation email.

  • YOU HAVEN’T RECEIVED YOUR CONFIRMATION EMAIL YET?

    Don’t worry! Your order will be sent from our storage center within 2 working days!

  • WHAT SHOULD I DO IF MY COUNTRY DOESN'T HAVE A ZIP CODE OR AN ADDRESS?

    Generally all countries have a regular address and zip code.

    If your address doesn’t have a zip code, we ask that you contact us through the online chat service or email: customercare@whiteusmile.com

  • I GAVE THE WRONG ADDRESS. WHAT SHOULD I DO?

    In case you gave the wrong address, we ask that you contact customer service:  customercare@whiteusmile.com or the shipping service directly.

  • WHICH FORMS OF PAYMENT DO YOU ACCEPT?

    White U Smile can be paid by using the following payment methods:

    • Visa
    • Visa Electron
    • Postepay
    • Mastercard
    • American Express
    • Carte prepagate Paypal legate al circuito Visa o Mastercard
    • Paysafe Card / SKRILL legate al circuito Mastercard
    • Maestro Internazionale (emessa all’estero)
    • Satispay

  • CAN I PAY IN CASH/PAYMENT ON DELIVERY?

    Our service does not accept cash/payment on delivery

  • WHY AM I NOT ABLE TO COMPLETE PAYMENT?

    Check that the data is correct. If the data is correct and you accepted the sales terms and conditions, we suggest that you check availability of the card you are using.

    In case of doubt we ask that you contact us on the online chat services or at our email: customercare@whiteusmile.com

  • SMILE ASSISTANCE

  • HOW DOES THE "100% SATISFACTION" WORK?

    We are so confident in our product that we guarantee at least 2 shades of teeth whitening, incorporating a unique dental consultation service that is totally free of charge. Discover the Dental Advisor

    In the unfortunate case, you believe that you haven’t achieved the desired result, we advise you to contact the Dental Advisor closest to you who can advise you and understand the reason for the lack of results in a clear and professional manner! It’s completely free and simple!

    Otherwise we also offer a refund service following the instructions below:

    • scatta una foto del tuo sorriso prima di usare il kit usando la guida tonalità colori.

    • scatta una foto del tuo sorriso dopo aver usato il kit (25 minuti al giorno per 2 settimane) insieme alla foto del prodotto usato.

    • contatta il servizio cutomercare@whiteusmile.com

    • una volta processato il servizio ti invieremo i dati di spedizione per inviarci il kit usato.

    • una volta ricevuto il kit usato riceverai entro 3 giorni lavorativi il reso del tuo pagamento.

    • Ricorda: il rimborso è valido solo per il primo acquisto del kit ed esclude i futuri ordini di kit o prodotti.

    • il programma di reso ha validità entro 30 giorni dall’acquisto.

    • le foto devono avere data e marca temporale corretta.

  • WHAT IS THE FIRST DENTAL VISIT?

    “First Dental Visit” means a first professional medical-dental examination provided free of charge by the Dental Advisor for White U customers. A set of direct examinations such as visual examinations, medical history, and indirect examinations such as radiographic examinations, aimed at answering doubts-questions of the customer and provide all the information to improve the health of the smile.

  • HOW DO I FIND THE DENTAL ADVISOR NEAREST ME?

    Enter a location / address or access the geolocation service. Click on the nearest dentist and book your visit. It’s free for those who bought the kit!

  • IS THE DENTAL ADVICE SERVICE FREE?

    For those who have purchased WHITE U products, the consultancy service is free. Proof of purchase is required such as confirmation email.

  • WHAT IS THE SMILE ASSISTANCE?

    Smile Assistance is a set of online and non-online services aimed at ensuring the correct and scientific disclosure of WHITE U products, their properties and benefits. The purpose of the services is the resolution of questions and doubts of the customer and act in synergy and complementarity to establish a correct lifestyle aimed at improving and preserving the beauty and health of the smile.

  • WHO IS THE DENTAL ADVISOR?

    The Dental Advisor is a dentist with a degree in medicine and surgery and specialization in odontostomatology or a degree in dentistry, regularly enrolled with the order of doctors and / or dentists invested with the aforementioned title “Dental Advisor” by the company WHITE U. The Dental Advisor is a medical health figure that expresses quality and experience. Expresses opinions, tips to improve patient health, taking into account aesthetic demands. The mission of the Dental Advisor is to check and advise clients to resolve any doubts or problems through a first free dental visit. The ultimate goal is to improve the health and aesthetics of the smile! Discover the Dental Advisor

  • WHAT IS THE U LIVE CHAT SERVICE?

    U Live Chat is a chat service available 24/7 to respond in real time to all requests and needs. On the other end, you will find expert dentists who can advise you in a professional and personalized manner. Every smile is different and deserves the right attention.

  • SMILE WHITENING KIT

  • HOW CAN THE KIT BE STORED?

    Store in a cool, dry place, away from heat and sun.

  • HOW LONG DOES THE GEL LAST WHEN OPEN?

    Once the whitening pen is opened, the gel lasts 6 months.

  • DOES IT CAUSES DENTAL SENSITIVITY?

    White U Smile Whitening Kit is free from peroxides and does not cause dental sensitivity.

    Its active ingredients are safe and do not interact with tooth sensitivity.

  • HOW LONG DO THE RESULTS LASTS FOR?

    The duration of the product depends on various factors such as diet, tobacco intake and coloring drinks. On average the results are maintained for months. To maintain the results we recommend the daily use of White U Smile Whitening Kit.

  • HOW OFTEN CAN I USE THE KIT?

    White U Smile Whitening kit is a safe cosmetic product. It can be used every day to maintain the natural whiteness of the teeth. To maintain the results we recommend at least one cycle (16 minutes per day for 1 week) per month.

  • HOW MANY TIMES DO I HAVE TO USE THE KIT TO GET RESULTS?

    For results we recommend a minimum of 16 minutes a day for 1 week. Each whitening pen guarantees 1 week of treatment.

  • HOW MUCH TIME DO I NEED TO HOLD THE LED MASK IN THE MOUTH?

    The led light powers up emitting a sound, after 16 minutes of use it turns off automatically.

  • HOW DOES THE SMILE WHITENING KIT WORK?

    • Connect the LED light cable to your Smartphone.
    • Open the whitening pen and turn the lower end, apply the gel on the teeth until you get a uniform layer.
    • Insert the mask in the mouth, press the button located on the cable and start whitening your teeth. The LED light activates the gel and turns off automatically after only 16 minutes. Once finished, rinse mouth and led mask with water, dry the mask and store it in its protective case. Tip: use the kit 16 minutes a day for 2 weeks for maximum results!

  • WHAT IS THE TEETH SHADE GUIDE?

    The tooth shade guide is a card that allows you to check the initial color of your teeth and see how many changes in the shades of white.

  • HOW DOES THE TEETH SHADE GUIDE WORK?

    Use a natural light source, put  the shade guide close to your teeth and choose the color that is most similar. Once finished the treatment (16 minutes a day for 7 consecutive days) check the results and share them with the ones you love!

  • WHAT IS THE LED MASK (WHITENING LED)?

    The led mask is an ergonomic silicone mask inspired by professional dental activators. Through its LED light it activates the gel previously applied to the teeth for safe and risk-free results. Connect it to your smartphone, press the button and start whitening your teeth!

  • HOW DOES THE LED MASK WORK?

    Put the mask in your mouth, press the button on the cable and start whitening your teeth. The LED light activates the gel and turns off automatically after only 16 minutes.

  • IS THE LED MASK WATER-RESISTANT?

    Yes, the LED mask is water resistant, but keep in mind that the cable must not be exposed to water.

  • ARE THERE PRECAUTIONS TO BE ADOPTED WHEN USING THE LED MASK?

    Yes, it is important not to immerse the LED mask cable in water. Do not insert the cable (LED mask) in non-original electrical sources (Apple / Android) and that do not comply with the law. Do not expose the product to humidity or rain. Do not touch the cable (LED mask) with wet hands. Do not use the product if it has been damaged, if it has suffered a strong bumps or a falls. Disconnect the cable when not in use. Store the kit in a dry, cool place, away from heat and sunlight when not in use. Avoid dust penetration or other materials into the LED mask.

  • THE LED MASK DO NOT WORK / TURN ON?

    If the LED light does not come on, we recommend the following steps:

    • Check that the cable is properly inserted into the smartphone.
    • Check that you have correctly pressed the power button located on the cable.
    • Check that the mobile phone is switched on and with sufficient battery power.
    • Check that the connection is correct for your device (IOS / Android / USB-C).
    • If it still does not light up, unlock the phone and press the power button.

  • HOW TO WASH THE LED MASK?

    The LED mask can be washed under running water possibly with mild soap.

    Do not wash the LED mask in boiling water.

  • HOW DOES THE GEL WORK?

    The gel, through safe ingredients, acts directly on the teeth. Being free of peroxides it does not cause sensitivity and gives a smile that appears whiter, brighter and stronger after only 1 cycle (16 minutes a day for 7 consecutive days).

  • WHAT ARE THE INGREDIENTS OF THE GEL?

    The ingredients of the gel are: GLYCERIN, AQUA, SODIUM BICARBONATE, SODIUM MONOFLUOROPHOSPHATE, MENTHOL, SODIUM FLUORIDE, CELLULOSE GUM, SODIUM BENZOATE.

  • DOES THE GEL CONTAIN HYDROGEN PEROXIDE - CARBAMID PEROXIDE?

    No, our gel does not contain peroxides. All WHITE U products are Peroxide Free!

  • CAN I USE THE KIT IF I HAVE FILLINGSS, CAPSULES, INLAYS, FACETS, DENTAL RESTORATIONS?

    Yes, you can use WHITE U Smile Whitening Kit in case of fillings, capsules, inlays, facets, dental restorations as long as they are on the back teeth. The gel does not whiten dental reconstruction materials.

    Find out more through the White U Dental Advisor service!

    Book a free visit with the dentist closest to you.

    Discover the Dental Advisor

  • CAN I USE THE KIT IF I HAVE FILLINGS?

    Although WHITE U Smile Whitening Kit does not affect the evolution of caries, a visit to a specialist dentist is recommended. Find out more through the White U Dental Advisor service!

    Book a free visit with the dentist closest to you.

    Discover the Dental Advisor

  • DOES THE KIT WORK IF YOU HAVE DENTAL PLAQUE?

    The plaque drastically reduces the effectiveness of WHITE U Smile Whitening Kit because it does not allow the correct interaction between gel and teeth.

    Find out more through the White U Dental Advisor service!

    Book a free visit with the dentist closest to you.

    Discover the Dental Advisor

  • CAN I USE THE KIT IF I HAVE A TOOTH BRACE?

    Yes, WHITE U Smile Whitening Kit acts on the teeth even with the device. However, we recommend using the kit before and / or after orthodontic treatment.

  • CAN I USE THE KIT IF I SUFFER FROM DENTAL SENSITIVITY?

    Yes, WHITE U Smile Whitening Kit does not interact with dental sensitivity.

    As dental sensitivity is linked to inflammatory processes, trauma or other pathologies, a visit to a specialized dentist is recommended.

    Find out more through the White U Dental Advisor service!

    Book a free visit with the dentist closest to you.

    Discover the Dental Advisor

  • CAN I USE THE KIT WHILE PREGNANT OR BREASTFEEDING?

    Before using WHITE U Smile Whitening Kit, consult a doctor if you are pregnant or nursing.

  • IS IT ECO-SUSTAINABLE?

    One of WHITE U’s mission is to create direct and continuous communication between the resources of the territory and the economic and social needs of those who live there, avoiding unnecessary and harmful waste even for future generations.

  • CAN I SHARE THE KIT WITH FRIENDS OR RELATIVES?

    For hygiene reasons, we recommend that you keep WHITE U Smile Whitening Kit for personal use only. You can share the unused bleaching pen, however, to get the best results it is best to fully use the kit with both pens as indicated.

  • DOES IT WORK ON BROKEN OR CHIPPED TEETH?

    Yes, WHITE U Smile Whitening Kit also acts on broken or chipped teeth, as long as there are no dental restorations, which won’t whiten. Find out more through the White U Dental Advisor service!

    Book a free visit with the dentist closest to you.

    Discover the Dental Advisor

  • WHAT DO I DO IF I PRODUCE SALIVA WHILE USING THE KIT?

    An increase in salivation is normal, in case the saliva creates discomfort it is recommended to remove the excess saliva in the sink and continue the treatment.

  • FROM WHAT AGE CAN I USE THE KIT?

    We recommend the use of White U Smile Whitening Kit for adults, not intended for children under the age of 12.