Help & FAQs

We completely get it, sometimes we change our minds too!

Good news: If your order hasn’t shipped yet, we can cancel it for you. Just reach out to us as soon as possible and we’ll do our best to catch it in time.

Once an order has shipped, we’re unable to cancel or make changes. If the item(s) don’t work out, you can still return them for a refund or exchange them for a different style. And as a reminder, domestic return shipping is free!

We want to speak to you too!

Contact us with any questions, concerns, or feedback via our contact page or below.

We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

Your order confirmation is automatically sent to you once you place your order with us.

This will be sent either to your email or via SMS, depending on the contact method you provided at checkout.

If you don’t see it in your inbox, be sure to check your junk or spam folder, as transactional emails sometimes land there.

If you still can’t locate your confirmation, please contact us—there may have been a typo in the contact details entered during checkout, and we’ll be happy to help you sort it out.

We have a very high turnover rate of stock but we usually have items back in stock within a few short days.

You can sign up to be notified when the item you want comes back into stock or you can chat with one of our friendly staff on Live Chat and they can help you choose another product.

We currently ship to the United Kingdom and Europe.

Here is the full list of countries they currently ship to:

Andorra

Austria

Belgium

Bulgaria

Croatia

Cyprus

Czechia

Denmark

Faroe Islands

Finland

France

Germany

Gibraltar

Greece

Guernsey

Hungary

Ireland

Italy

Jersey

Latvia

Liechtenstein

Luxembourg

Malta

Monaco

Netherlands

Norway

Poland

Portugal

Romania

Serbia

Slovakia

Slovenia

Spain

Sweden

Ukraine

United Kingdom

Vatican City

If you're interested in shipping to a different destination, please contact us and we'll be happy to look into it for you.

Did you get a Shipping Confirmation Notification?

This is an additional email or SMS notification telling you that we have shipped your order from our warehouse. It will then be scanned in by our courier partners and updated along the way to your address.

You can track your order by clicking on the tracking number in your shipping notification email or SMS or on our tracking page.

Standard shipping normally takes 1-3 days.

International shipping times depend on the products and destination. Normally takes 2-4 days.

Did you leave the correct phone number or email for your order?

Contact support and we will update you on your order status. Please note we fulfill all orders as soon as possible. If there is any error with your order we will let you know within 24-48h from when it has been fulfilled.

1. For any questions regarding returns, please contact our customer care team — we may be able to help without the need to return your item.

2. Our support team will send you an email with your unique RMA number, along with return instructions.

• We offer free return labels for cancellations or returns within 14 days (EU only).
  
• After 14 days, customers are responsible for return shipping.
  
• Returns accepted only if unused and sealed. Opened hygienic items (e.g., Puffco, Storz & Bickel, Pax) cannot be returned.
  
• Sealed items can be returned within 30 days. After 30 days, a 20% restocking fee applies.
  
• Eligible for replacement within 6 months. Refunds only available if returned within 30 days.
  
• Devices like Volcano or Tinymight must be repaired by the manufacturer. We do not perform repairs.
  
• Coils, glass parts, screens, etc., are only replaceable under if manufacturer warranty.
  
• Always contact us before returning anything to receive a reference number.
  

For full details, please see our Return Policy.

Refunds are processed within 1-5 days from when we receive the item(s).

We accept full returns up to 30 days after you have received your order. After 30 days, you will be charged a restocking fee of 20% of the purchase price. If you return your order within 14 days of receiving it, you will not need to pay for the shipping.

1. Contact our support or start your reporting your issue via our chat bot Herbie.

2. If your product is deemed faulty by our support staff you will be issued with a full refund or replacement. This is available within a six month period from when you received your order.

3. Anything outside the six month period will not be subject to a refund as this falls under extended use.However, your product may be under warranty.

If your order has not been shipped yet, we can change your order for you.

Contact our support team asap

If your order has been delivered, please refrain from opening the item or breaking any seals. Contact our support team, and we’ll assist you with initiating your free return.

To obtain your invoice for warranty purposes, simply click the 'DOWNLOAD YOUR INVOICE' link in your confirmation email.

If you're unable to locate the invoice, please contact our support team for assistance.

We accept most major credit cards (Visa, Mastercard, Maestro) and Gift Cards issued by the Herbalize Store.

If you're using a Gift Card, just copy and paste the Gift Card code into the discount code field on the checkout page. You can use the remaining balance of your Gift Card across multiple orders.

If the balance on your Gift Card covers your order total, simply click 'Complete Order.' If the balance is less than your order total, you'll be prompted to select an additional payment method to cover the remaining amount before completing your purchase.

If you're having trouble with payment, please ensure that your card details, payment information, and billing address are entered correctly. If your card is declined, it could be due to insufficient funds, an expired card, or a mismatch between the billing address on your card and the one you’ve provided. We use advanced fraud detection and phishing protection software, so please make sure your billing address matches the one associated with your card.

If the issue persists, please contact our support team for further assistance.

Herbalize Store frequently offers promotions on many of our products, including some in collaboration with third-party websites. Please note that multiple discount codes cannot be applied to a single order. Discounts and promotions are time-sensitive and once the offer ends, it cannot be extended.

If you're having trouble using a coupon code at checkout, please verify that the promotion is still within its active period. Some codes may be valid only for specific products, pricedrop-sales or collections.

To stay informed about our latest discount codes and promotions, sign up for our newsletter with your email.