FAQ

How much time does the delivery take ? 

Delivery usually takes 3 to 4 working days. We do our best to keep you updated, you will receive an email when : 

-Your order has been processed (packed and handed to DPD, normally within 12 hours after the order has been placed)

-DPD sends us the tracking link (it can take up to 24h after the order has been marked as "Processed")

-DPD sends us the day the parcel will be delivered (usually we are warned the day of the delivery itself)

-DPD sends us the timeslot of the delivery (usually via text message directly to you, and via email)

I placed an order, now what ? 

1) The payment should have been processed. You'll receive an email within minutes notifying that your order has the status "Processing".

2) We will process your order as soon as possible. Beware that orders made in the evening will be processed the next working day. Delays may occur on weekends and holiday periods. Once it has been packed and on its way to a DPD center, the order will be marked as "Processed" (you'll receive an email).

3) Maximum 24 hours later a tracking link should come in a third mail: your parcel is in DPD's hands and the parcel is on its way! You can follow your parcel and update your delivery preferences (shipping address, time, define a safe place,...)

4) (optional) DPD sometimes sends us complementary informations about your delivery by email. We'll make a point to forward them to you (we do not open the tracking link at any moment, we just match the tracking number we receive with the one we sent you). Those emails may allow you to modify your delivery preferences.

I placed an order and I didn't get any notification. What can I do ?

This problem arises when you input a wrong email address. Sometimes we manage to find the typo but it's not always that noticeable. Send us an email with your name, we'll make the modifications on your order so that you get the notification emails.

I need an advice / I've a question : how do I contact the support team ? 

Should you have any question, just go on the contact page (accessible at the bottom of the webpage) and fill in the contact form. You can also send us an email at contact@herba-english.com. 

The support team will reply to your email ASAP. Support is normally opened from 8:00AM to 4:00PM on working days, but our lovely Emma often has a look to your questions and may reply outside those hours.

What does the "Processed" status mean on my order ? 

It means that your parcel has been packed. It has been or will be handed to DPD very soon and you'll receive a tracking link afterwards. From that point it's not possible for us to make changes to your order.

PS : Don't mistake it with the "Processing" status: when you submit an order you receive an email within a few minutes to notify you that your order has a "Processing" status. 

I entered a wrong shipping address, what should I do ? 

Contact us as soon as possible : once your order is put on status "Processed" we won't be able to change anything. Notice : you might be able to make some changes once you get the DPD tracking link.

What happens when I take a subscription ? 

From that point and until you cancel your subscription, you'll receive at the beginning of every month the same products at the same shipping address (the new order is created on the 1st and shipped within 24h). Your account will be automatically debited each month at the same day as the initial purchase.

The subscription allows you to enjoy a supplementary 10% discount on the products of your order. We will let at least one month before starting to send your order monthly:

If you order a first time on Jan 1st with a subscription, your order will be automatically reshipped on Mar 1st, Mar 1st,.. 

If you order a first time on Jan 12th with a subscription, your order will be automatically reshipped on Mar 1st, May 1st,.. 

If you order a first time on Jan 31th with a subscription, your order will be automatically reshipped on Mar 1st, May 1st,.. 

How do I cancel my subscription ? 

Send us an email. Your order will be canceled quickly, according to our Terms and Conditions (the subscription will be cancelled only after a first month (excluding the initial order) has been paid)

I noticed I've been charged twice, what did I do and how do I get the refund ? 

It can happen when paying with credit cards, when you click repeatedly on the checkout button. Contact us as soon as you notice it, so we can refund you. If you don't, it could take more time but we will notice this anomaly when reviewing our accounts (once every few weeks) and refund the additional payment. The money will then be back on your bank account within 5 days, from the moment you get a "Refunded" status on your order or a notification from our part about it. 

I can't checkout, why ? 

Please check your PayPal account or credit card. Maybe you don't have the autorization to perform a transaction now. Most often it occurs when there is not enough money on the account. Also check that the details are right (card number, code, ...).

I have a problem with DPD delivery. Can you help ? 

We will do our best to help you even though we don't have much grasp on problems related to DPD. We also kindly remind you that once the parcel is marked as "Delivered" by DPD to your address, any kind of further intervention from our part is left to our entire discretion (crf Terms & Conditions). 

Why are your prices considerably lower than the usual Distributor I'm usually dealing with ? Are your products really from Herbalife ?

Our products are coming straight from Herbalife's warehouses, those aren't copies.

Herbalife products are distributed via Herbalife Independent Distributors. The Distributor enjoy discounts from Herbalife, depending on the amount he sells. Thanks to our high sales volume we can enjoy particularly interesting discounts. On top of that we do a really small margin, cut costs as much as we can and we're counting on a nice support and on customers spreading the word to grow.

Can I be on a Herbalife diet while breastfeeding my baby ?

You shouldn't be on a Herbalife diet (or any other diet) while breastfeeding the child. The reason for it is that the child need to have a very high-caloric income from you. By going on a diet, you would put your child on a diet as well, in the months of her/his life where she/he needs the richest nutrition.