HERBYZEE
Customer Service
Every way to reach HERBYZEE, and what we can help you with.
We answer every message. This page tells you where to send yours so it reaches the right person first time.
Support hours
Monday to Saturday, 10:00 AM to 7:00 PM (PKT). Closed on Sundays and public holidays. Messages sent outside these hours are answered on the next working day.
How to reach us
- WhatsApp — fastest for order updates, delivery changes, and photo-based claims.
- Phone — best for COD verification and urgent address corrections.
- Email — best for refund requests, bank transfer proofs, and anything needing attachments.
- Contact form — use our contact page if you prefer to write to us from the site.
Current phone, WhatsApp, and email details are shown in the site footer and on the Contact Us page.
What to include in your message
Sending these together saves a round of back-and-forth:
- Your order number (it starts with our order prefix and is in your confirmation).
- The phone number used to place the order.
- For damage or wrong-item claims: clear photos of the product and the outer packaging.
Common requests
Where is my order?
Track it any time on our order tracking page using your order number. If tracking has not moved for more than 48 hours, message us.
I need to change my address
We can change the delivery address while the order is still being packed. Once handed to the courier, the address is locked and the parcel must be returned before we can reship.
I want to cancel
Cancellation is free before dispatch. After dispatch, refusing delivery is treated as a return under our Refund & Exchange Policy.
Which product suits my hair?
Tell us your hair type, scalp condition, and how often you wash. We will recommend from the range rather than upselling the largest pack.
Complaints
If a reply has not resolved your issue, ask for it to be escalated and state that clearly in your message. We aim to close escalated cases within 5 working days.
More help
Read our Frequently Asked Questions, Shipping Information, and Payment Methods pages before writing — most answers are already there.