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General FAQ's

What is Straight Teeth Direct™?

Forget everything you've been told about teeth straightening!
Straight Teeth Direct™ is a direct to consumer teledentistry platform that connects you to online dentists, enabling anyone to achieve their dream smile for up to 70% less than the clinic price. It's cosmetic orthodontics reinvented: with meticulous, professional treatment monitoring by dentists through the innovative Straight Teeth Direct™ app instead of clinic appointments, we have delivered aligners straight to the doors of users in over 60 countries since our 2017 launch. Our mission is to make orthodontics more accessible and affordable through technology.
Find more detailed info about the company LEARN MORE

How do invisible aligners work?

Invisible aligners work by adjusting your dental arch to create the correct amount of space needed for all your teeth to align properly with each other, creating your individually straightest smile. With crowded teeth, for instance, the arch would need to be widened, while other cases with gaps require the arch to be narrowed slightly. Each new set of aligners adjusts the teeth by up to 0.2mm, so that over the treatment duration, your teeth are moved into their correct position.

How does the treatment process work?

Visit https://app.straightteethdirect.com/ to complete your Free E-consultation Upload photos of your teeth as instructed and answer a quick questionnaire about your dental health. A dentist will review your case and let you know if you are suitable within 24h
Order your SmileBox impression kit
If you ordered your SmileBox, take 6 impressions of your teeth with the help of a dentist, who will be guiding you through the app. Send them back using your prepaid return label
Receive your 3D smile simulation and comprehensive Straight Teeth Plan for detailed views of your new predicted smile and more information such as your predicted treatment duration, diagnosis, expectations, etc.
Order your StraightBox™ choosing one of the available payment plans and receive your first 2 to 5 months of aligners
Your assigned orthodontist will check in with you to verify the fit of your aligners
The clinical team will then track your progress via your secure account
Achieve your results with an average treatment duration of 5 to 9 months (individual results may differ based on your own biology)
Once your final results have been confirmed, receive your complimentary set of removable retainers to keep your teeth in position
Find more detailed info on the how it works page

Where are you based? I have questions about shipping

We have offices across Europe and ship pretty much everywhere with the exception of USA, Spain, India, Pakistan, Bangladesh, Philippines, Ukraine, Russia, and Latin America.
For the latest info and shipping FAQs, make sure to visit our dedicated shipping page

Where are my parcels shipped from?

All impression kits, upgrades and custom produced devices are shipped directly from our UK lab.

Brexit transition

Shipping will remain free! Despite the significant price increase in shipping costs due to Brexit charges, we will continue to cover shipping fees for the foreseeable future in order to continue our mission of accessible, affordable orthodontic care.

From the 1st of July 2021, the European Union (EU) will remove the Value Added Tax (VAT) exemption for low-value imported goods (i.e up to 22€).

When importing goods there are usually different charges: Duty charges and VAT charges. Duty is charged differently by individual countries according to their own limits and we can recommend that you consult with your local authorities for specific information about that. Make sure to refer to the information in the customs fees and duties section of this FAQ in relation to the documentation to share when importing your parcel to avoid unnecessary charges.

Even though prescribed treatments from a dentist/dental technician are not vatable, and we do not charge VAT as an additional item on your invoice, since Brexit, we have experienced that once new rules are implemented, different countries can react differently and may not follow the correct rules at the time of rolling out new legislation.

Should you find that you are wrongly charged VAT on importing your package we urge you to dispute this immediately. If you also reach out to us via the app we will be more than happy to provide you with further documentation that you can submit as evidence to prove the appliances are VAT exempt.

For those based in an EU country who entered aligner treatment before January 30th 2021 and have been asked to pay a fee for the import of your parcel, we will cover the import fees upon proof of payment (up to 10€) as a goodwill gesture.

For any help navigating the changes please reach out via your secure account.

How do I know it'll work for me?

That's what the initial free consultation is there for.
After uploading your photos and answering the online questionnaire about your dental health and goals, your case will be reviewed by a dentist who will evaluate your smile and confirm if this solution will work for; completely obligation free.

Your results will be available within 24 hours, generally on the same day.

What are the eligibility criteria?

At-home aligners are a great solution for those over 18 who are dentally healthy and looking to cosmetically improve their smile by straightening their or closing gaps quickly and efficiently.
If you have crowns, veneers, bridges or implants, this solution may or may not be suitable for you. For this reason, please provide as much information as possible when doing your e-consultation so your case can be evaluated accurately.

To find out if you're suitable, get your free e-consultation today!

Does it work to improve an overbite or overjet?

Overbites and overjets can be improved through straightening the teeth.
This solution cannot change your jaw shape / size or side facial profile though.
Find more detailed info about that in this article LEARN MORE

Does it work to close gaps?

Invisible aligners are a great way to discreetly and efficiently close gaps.
Find more detailed info about the various treatable case scenarios in this article LEARN MORE

Where can I see reviews or before/after pictures from your customers?

Our Results page is full of genuine customer reviews, with videos and before/after photos. VIEW RESULTS

Feel free to also scroll through the numerous impartial reviews on our external TrustPilot and look at our Instagram page to find further posts from other users @straightteethdirect or through the hashtag #MySmileDelivered

Do you have to see a dentist first?

The process is done remotely, so you don't need to physically visit a dentist during your treatment.
You are recommended to have seen your regular dentist for a dental checkup in the last 6/12 months to confirm that you're dentally healthy and will also have the option to share your most recent dental records (x-rays and gum scores) with your assigned orthodontist so that these can be taken into account when creating your treatment plan.

If you do not have access to a dentist or suffer from dental phobia we can recommend you to complete a digital consultation through our sister dental health platform Instant Dentist, where a dentist will analyse your teeth and mouth and give you recommendations. www.instant-dentist.com

You'll be assigned to an orthodontist who prescribes and supervises your treatment remotely through the Straight Teeth Direct™ app. This method makes the entire process highly convenient, as all your reviews are done through the app on your computer or smartphone.
With this innovative model, your orthodontist works closely with the technicians programming your case at the lab, so you receive better answers faster, as well as more concrete insights into your progress through your percentage tracker.
Find more detailed info about how the supervision is done in this article LEARN MORE

Do you offer retainers at the end of the treatment?

Yes, you will receive a complimentary set of removable retainers (worth £150) at the end of your treatment to ensure your teeth stay in their new, straight position. You also have the option to join the Maintainer Plan after your treatment is complete to keep receiving new sets of retainers every year. If you want a fixed retainer at the end of treatment you should visit your local dentist.

For a comparison between fixed and removable retainers check out this article LEARN MORE

How can I be sure it'll work if it's done online?

We guarantee every step of your treatment process, from your suitability to the results, and are the only aligner brand in the world to do this with no hidden costs.
Find more detailed info about our guarantees here LEARN MORE

What if I need IPR, how much is that and how is it done?

The cases are programmed without IPR, so if your case is accepted after your free e-consultation, you know you won't require IPR. For more information on how the advanced aligner technology used at Straight Teeth Direct™ adjusts your teeth by expanding your arch without the need for clinical visits, read this article LEARN MORE

Will it work without attachments / dots on the teeth?

This advanced solution does not require attachments.
Attachments are used for cases supervised in office to achieve more dramatic movements like pulling teeth down or extreme teeth rotations.
With this at-home cosmetic teeth straightening method, tooth movement is achieved by expanding the dental arch. If your e-consultation results say that you are suitable, then you know for sure you won't need attachments to reach your smile goals.
Find more detailed info about how aligners work to move teeth in this article LEARN MORE

What about x-rays and BPE gum scores?

You'll be recommended to upload a copy of your recent dental records right after you order your SmileBox™ impression kit. If you've visited your dentist in the last 6/12 months for a routine check up, then you can contact them to ask for a copy of your records. If not, you can book a routine dental exam with your local dentist and ask them to take an OPG x-ray of your teeth (if they don't have the machine then small x-rays are also fine) and to check your gum level.
The x-ray is to verify that you have no issues with your jaw or teeth roots, and for your assigned dentist to have a proper view of your entire dental structure to be able to prescribe your treatment remotely. The BPE gum scores check for the presence of gum disease.
Find more detailed info about x-rays and why submitting these details to us is optional as long as your know your teeth and gums are healthy in this article LEARN MORE

How long is the treatment and the process of getting started?

Your Straight Teeth Plan gives you all the information you need on the duration of your predicted treatment before you decide to commit further. The treatment duration will depend on the position of your teeth and your smile goals, but the average treatment time with our method is 5 to 9 months and you’ll start seeing results in as little as 90 days!
The process is dependent on how responsive you are and how soon you complete your impressions, but all in all the process of receiving your 3D video simulation and plan can take as little as a month; you can get your first sets of aligners 4 to 6 weeks after completing your e-consultation, which is quicker and much more hassle-free than the traditional process.

What's included in the impression kit?

The SmileBox™ impression kit includes everything you need to take 6 impressions of your teeth (3 of your upper arch, 3 of your lower arch): gloves, impression putty, 6 impression trays (3 upper and 3 lower), an Impression Manual to guide you step by step, as well as a prepaid return envelope to send your impressions back to our lab, usually via DHL Express shipping (or equivalent courrier). The cost of the SmileBox™ also covers your 3D smile simulation and comprehensive orthodontic report prepared by your assigned dentist to detail your individual case. This stage allows you to make sure you are 100% happy with the results before getting started and committing further.

See exactly what’s included in the SmileBox™ in this unboxing video WATCH VIDEO

What if my impressions aren’t good enough?

When taking your impressions you will be asked to share a photo of your first attempt with us so a dentist can analyse them and provide you with guidance for taking the next ones. As long as you follow instructions and share your photo you will be covered by our impressions guarantee which you can consult HERE.

98% of impressions submitted are good enough for the preparation of the plan and about 20% need a new impression for the production of aligners which is arranged through a customised kit made for your teeth shape.

Is it safe for my teeth to use the home impression and teeth straightening kit?

Absolutely! Your free e-consultation is there to inform you on your suitability for this teeth straightening method. If your case is approved by one of our dentists, then you can be 100% sure that this treatment will work for you and is safe for your individual case. Additionally, there are a number of steps we take to ensure your safety throughout the treatment. You'll be given the option to share recent x-rays and BPE gum scores from your local dentist and also be asked to complete online medical history forms. All your information will be thoroughly evaluated, and only candidates who are suitable with good oral health will be able to start the treatment. Those who are not dentally fit or those who have tooth decay, gum disease or unstable implants / crowns / bridges /veneers on front teeth will not be suitable and will be recommended to visit their own dentists first. The whole Straight Teeth Direct™ experience has been designed around your safety and security, and we would never put you at risk by accepting a potentially problematic case. Click here to find out more about how we ensure your safety throughout the entire process LEARN MORE.

For more detailed info about what can go wrong with braces in clinic vs. aligners at home, check out this article LEARN MORE

What material are the aligners made of?

The aligners are made using the most transparent medically graded BPA free recyclable plastic material manufactured in the UK to ensure clearness and stain resistance. They are also hand finished to ensure superior comfort.

Where are the aligners produced?

Your aligners are designed and manufactured at our very own UK lab and delivered straight to your door. This way, you don’t have to choose between quality and price, because we have full control over the production and quality management of all our products. You’ll receive the professional experience and highest quality aligners available on the market at a fraction of the cost. Find more detailed info about the company LEARN MORE.

How does this solution compare to other ones, online or in clinic?

Straight Teeth Direct™ is the most trusted platform for at home aligners in Europe and is unique in so many ways, from cost to guarantees, continued monitoring and proprietary technology. Find more detailed info comparing other in clinic and online solutions with Straight Teeth Direct™ on our comparator page here LEARN MORE.

How can I start my consultation?

The first step is to make sure this solution is safe and recommended by a dentist by sharing photos of your teeth and answering some questions about your dental health and goals. To start your consultation, simply follow the instructions here START CONSULTATION.

Do you have a referral program?

Once you’ve ordered your SmileBox you will receive a unique code to share privately with your friends and family. They will need to enter that code into the field “enter friend referral code” when submitting their e-consultation. With our new triple rewards program they will immediately be given a 21€ discount on their SmileBox and you will receive a 60€ voucher once they purchase their aligners.

Cost & Payments

How can I get a quote?

We take the guesswork away with a unique fixed price of 2099€ if you choose to pay in one go. Alternatively you can spread the cost through one of the payment plans.

We pride ourselves on transparency. If you want to learn more about the payment method and what’s included at each stage feel free to browse the PRICING PAGE

Can I pay monthly?

Absolutely. We have 2 in house payment plans that are credit check free so everyone is eligible to spread the cost, as well as 2 additional finance options with longer repayments for UK residents.
VIEW PAYMENT PLANS

How much is it if I'm not paying in £ or €?

The orders are processed in Pound Sterling or Euros depending on your address. So, if you're outside the Eurozone, you'll pay the equivalent in your currency on the day of the transaction.
VIEW PRICING

How can it be so much cheaper than options in clinic?

Our aligners go straight from our lab to you with a prescription from a dentist, without the expensive and time consuming in-clinic stop.

To learn more:

WATCH VIDEO

VIEW COMPARATOR

CHECK INFOGRAPHIC

How are payments done?

For the in-house payment plans, these are made through your secure account and operated by the safe payment app processor Stripe. Most major cards are accepted (Visa, Mastercard, American Express…). We don't store your details and if you choose a payment plan it'll be automatically set up at check out as a subscription and subtracted from your card when due. If you choose one of the 2 payment plans, you won't be asked for a credit check, which means you know for sure you'll be eligible to spread the cost.

How much is it if I only want my top or bottom teeth done?

All cases are programmed to move both upper and lower teeth together. Even though you may only be unhappy with one of your arches, remember your upper and lower teeth work in a balance, and moving one will also affect the other. Small movements to both top and bottom have to be made at the same time to create the space for the teeth to move into and to end up with your optimum results and a balanced smile, otherwise your teeth may not fit together properly. Unlike other clinics, we don’t charge per arch. The price is fixed and you get everything you need to achieve your smile goals as agreed upon in your Straight Teeth Plan with no hidden costs! Find more detailed info on why both arches must be considered to ensure the necessary tooth movements are achieved and your teeth fit together properly LEARN MORE

You'll also find it explained in this video from minute 4 WATCH VIDEO

How much is shipping?

Shipping to the UK and EU is free. We cover all costs to and from you, except import duties if there are any. International shipping comes at 30€ for the impression stage,150€ for the aligner treatment and 30€ for the Maintainer Plan.

Make sure to visit the shipping page for all information and specific frequently asked questions. LEARN MORE

What about customs fees and duties?

SmileBox™ home impression kit
Shipping to the UK & EU: no customs processing applicable
Aligners
Shipping to the UK: no customs import processing as shipping within the UK
Shipping to the EU & ROW: customs and duties at the charge of the recipient - no VAT should be applied

Your aligners are prescribed custom medical devices so VAT exempt.
In the event that you are asked to pay any VAT import fees, please contact us immediately. We will provide you with the necessary documentation to prove that the appliances are VAT exempt and dispute this claim.

Customs handling fees and duties may vary depending on your country and the products sent to you. We can recommend that you consult with your local authorities for specific information about that.

The aligners are shipped in stages over the course of your treatment according to your progress. Each package will have a separate commercial value. The overall cost for your Straight Teeth Direct treatment covers the dentist monitoring and the aligners combined. Hence, it is important if you are asked for an invoice for a particular package, to use the commercial invoice provided for that package, not the overall receipt otherwise this would result in a higher charge than warranted for the specific shipment.

What if I need more aligners during the treatment?

The price is fixed with no hidden costs, which means any additional aligners (refinements) are also covered by the treatment price. This way, you know exactly what to expect upfront and can rest assured knowing all aligners needed for your treatment are included in your package. We also won't charge you extra, like other brands do, if you lose or break aligners during the course of your treatment. All we care about is that you achieve your desired results. Find more detailed info about your guarantees here LEARN MORE

If I pay in one go will I receive the aligners all at once?

To allow and guarantee the right results, the aligners are sent in stages independently of your payment plan. You'll be asked to send photos of your teeth every month through your app account and based on your progress, your assigned dentist will instruct the lab to produce the next sets. This also allows any necessary adjustments to be made in line with your actual progress, which isn't possible if all aligners are sent at the beginning of treatment (like some other online aligner companies do). If your aligners were sent all at once and you went off track, the remaining aligners would become obsolete and you would require new impressions, as well as a whole new plan. This is neither time nor cost-effective for you or the aligner company, so we choose to avoid this complication through innovative monitoring with your unique AIM (aligner intelligent monitoring) program you know you're on track to achieving your goals as planned in your simulation. LEARN MORE

Don't worry, you won't receive a new parcel every month. If your treatment is programmed over 6 months, for example, you should receive them in 2 batches.
For more information on why you should not get all aligners in one go, check out this article LEARN MORE

I found a cheaper competitor, can you price match?

At Straight Teeth Direct what we can offer you is peace of mind with guaranteed results (no hidden fees) and deep clinical expertise. When comparing purely on cost we are the most affordable and premium solution on the market. It is important to note there are DIY solutions which send you all aligners in one go with no supervision and our high tech data driven solution that includes precise dentist monitoring and guaranteed results.
To better understand the differences, please check our interactive comparator page HERE.
And for a quick view on what you should be considering when looking into different solutions you can access our comparator table HERE

Can I get a refund on my SmileBox if i’m not happy with the predicted results?

Your SmileBox stage is to make sure you are happy with your results before committing to treatment. The 79€ doesn't only cover for the impression step, it also covers the design of your plan, and your assigned dentist to put together your comprehensive report for you that will then act as your results agreement. In total you actually get over 150€ in value. If you are not happy with your predicted results you have no obligation to move forward with treatment.

Can I apply for a refund if I am not happy with the results?

You will find out more about our refund policies HERE

During Treatment

How long should I wear each aligner for?

The recommended wear time for the aligners is 22h a day, meaning most of the day and night, only taking them out to eat and brush your teeth. This allows the aligners to effectively and safely move your teeth into the correct position, also allowing the next aligner to properly exert its predicted movements.
Depending on your individual case treatment plan and progress, you will be recommended to wear each aligner for 2-4 weeks. Generally, you can change to the next set every 2 weeks but it’s perfectly fine to wear them even for 4 to 6 weeks in some cases if necessary.

Do you offer aligners that work during nighttime only?

To be effective and safe, the aligners should be worn for an average of 22 hours a day, giving them enough time to properly adjust your teeth into their new position.
Some companies claim to provide "night time" aligners. Please be aware that these are the same aligners, designed and produced in the same way as regular aligners. However, the biological threshold for tooth movement is a minimum of 15 consecutive hours a day. This means that, unless aligners are worn for that amount of time, the teeth won’t move and won’t have time to settle into the new position. For optimal movement, 22 hours of wear are required daily, and our clinical team has performed extensive studies and research to back this point.
The good thing is that your mouth grows accustomed to the aligners overnight, so when you need to transition to your next set, we advise you to do this just before going to sleep, which will help the aligners feel more comfortable and natural when you wake up. If there’s any initial discomfort at all, you'll sleep right through it.

What can I eat or drink with the aligners in?

You can drink water with them, but it's recommended to take them out when you eat or drink anything else to avoid discolouration, damage or distortion that would make them ineffective and also harm your teeth.

Will I have a lisp or issues speaking?

Most people adapt to the aligners within days of starting to wear them.
Find more detailed info about aligners and speech here LEARN MORE

What happens if it takes longer to straighten my teeth?

This is why the aligners are sent in stages, so that your assigned dentist can monitor your progress.
If you have been wearing your aligners as instructed, but for biological reasons your teeth are not responding as expected, then your assigned dentist can bring your case back on track and order what is called “refinement” or “midcourse correction” aligners. Don't worry if more aligners are needed or your treatment takes a bit longer than originally planned, as everything is included in your treatment cost.

Find more detailed info about the guarantees here LEARN MORE

My Account Issues

Where can I ask my questions?

You can do that through your account's “Message” tab where all your conversations and information are saved, as well as photos and records. All support is done via the app throughout treatment because it gives both you and the support team access to all your records for quick responses.

I cannot login into my account / I have issues with my account?

To access your account, simply:

Visit this link: www.app.straightteethdirect.com/login
Click “forgot password” and follow the instructions to reset your password
Click the new link emailed over and then choose a new password to access your account.
Make sure to check your email preference and that you receive all incoming emails from hello(at)straightteethdirect(dot)com. Sometimes, depending on your personal settings or email provider, the emails might be sent straight to your promotions, junk or spam folder.
If this doesn't work you can contact us via email at hello(at)straightteethdirect(dot)com with more info about the error you're getting and a screenshot so we can guide you.

How can I make a payment / place my order?

All payments are done through your account's “Status” tab.
To order your SmileBox™ impression kit, simply click “Order SmileBox” if your e-consultation results are positive and your case has been approved.
To order your aligners, simply click “Order StraightBox” after receiving and going through your plan.
LOGIN

I have issues uploading my records (x-rays)

When doing this via your “Status” tab, make sure to upload 2 photos (x-rays and gum scores). Two photos are required for the submission to work, so if you only have 1 photo (either x-ray or gum scores), please submit the same photo twice and you should be able to go to the next screen.
If you have issues you, can always attach them in a message via your “Message” tab.
LOGIN

Where can I send photos of my impressions?

You can send your photos by replying to a message in your “Message” tab; they will be reviewed and a dentist who will get back to you with some feedback and tips before you complete the other impressions.
LOGIN

Where and when can I send photos of my progress?

You will receive messages at specific times during the process (at the very beginning for your first aligners, then every month or more often depending on your progress) asking for photos; simply click reply to upload your photos via your “Message” tab.
LOGIN

How can I benefit from the referral program?

Once you join our community and order your SmileBox™ impression kit, you’ll unlock your unique app referral code, which you can find in your “Rewards” tab.
Anybody who uses your referral code when they submit their e-consultation can get 21€ off their own SmileBox™ and you’ll receive 60€ in the form of cashback or credit towards Straight Teeth Direct products as a thank you for inviting them once they order their aligners, as a part of our triple referral program.
There is no limit for the number of people you can refer, as long as your code is shared with friends and family through private channels, your code is not meant to be shared publicly via social media or on blogs. T&Cs apply. LOGIN

Where do I enter my friend's referral code when registering?

Make sure to enter your invitation code at the end of the e-consultation submission form. You’ll be asked “how you heard about us” on the registration page. Select “friend” and enter the referral code they gave you in the box next to it.
As an invitation gift, you’ll get an automatic discount of 21€ on your SmileBox™ home impression kit when you’re ready to purchase this, as long as your e-consultation is approved by a dentist. START CONSULTATION