Frequently Asked Questions

My Account

No, but setting up an account will allow you to order without having to enter your details every time you shop with us, making your shopping experience seamless.

Registering with Star herbal is easy. You can create a unique account by going through the following steps: 

  1. Click on the ‘User’ sign
  2. Click on the ‘Create an Account’ tab found on the Customer Login screen.
  3. Fill in your personal particulars on the account creation page.
  4. Click on the ‘Create an Account’ tab for account creation

Please select the FORGOT PASSWORD option on the Account Login Page where you will be prompted to enter your account email address to receive a password reset email.

If you did not receive this email, please check your junk mail. If still not received within 1 hour or you are still facing difficulty resetting your password after receiving this email, please use the CONTACT US page below and we’ll look into this for you. 

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save them for future orders. In case of a confirmed order, if you wish to change the delivery address, contact our customer service immediately. The requested change will be carried out in case the order is not processed.

Please sign-in to ‘My Account’ to view your order history. Click on the order ID you wish to view to see the details.

Please note that once you place an order, you will receive an email/SMS stating your order has been confirmed.

Order Issues

Firstly, please check the email address & contact number that you entered at check out is correct.  If so, please check your junk mail too, if it is still not received after 4 hours of placing your order then you can use the CONTACT US section and we will look into this for you. Please send us the full name used on your order to help us locate it.

We are sorry that your order was unsuccessful, there are various reasons that this can happen. If you wish to reorder, we recommend verifying all billing information including name and address before placing your order again, and/or contact our customer service.

This may mean that the product is now out of stock. The product may have been available when you added it to your basket but by the time you have completed the checkout process the product is now no longer available. The site will ‘save’ this item in your basket but will not reserve the stock.  Unfortunately, this is more common during sale periods and product launches when products are in high demand.

Certain products also have a limit on quantity you can purchase per order, which may be hindering your checkout process.

Once you have found the product(s) you want, it’s time to place your order!

  1. Sign into your account or create a new account
  2. When ordering through the product screen, you can enter the quantity of products that you want in the quantity field and click ‘Add to Cart’.
  3. Clicking on the ‘Add to Cart’ button will take you to your Shopping Cart screen where you will see a list of the products you have selected, the price, quantity, subtotals and grand total.
  4. Once you have added all products into your shopping cart, click ‘Proceed to checkout’.
  5. Enter billing and shipping information.
  6. Choose your payment mode.
  7. Review and submit your order
  8. Check your Order Summary. Once you place your order, you will receive an Order Summary containing your Order Number and confirmation on your email/SMS

We only accept orders for delivery in Pakistan.

Once your order has been logged, you will receive an email/SMS containing the details of your order. In this mail you will be provided with a unique Order ID, listing and price of the item(s) you have ordered and the expected delivery time. However, the order would be shipped only when payment verification is complete (in case of online payments) or verification of shipping address has been carried out (in case of Cash on Delivery).

You can visit the Order history after logging in to your account to check your current order status as well as your previous order history.

We apologize for the inconvenience that may be caused due to products marked out of stock, which are not available as we will be unable to fulfill the request immediately.

In case your order has been accepted by us, but your item is unable to be delivered, we will contact you as soon as possible to discuss how you would like the order handled.

If an item is out of stock, you may either contact our customer care department, they will guide you to place the best alternate; else you may visit our stores to find the product. The link to store locator can guide you to find your closest store.

Order Amends & Cancellations

A cancellation request depends on the status of the order. If your order has been shipped, it cannot be cancelled. We aim to ship your order as soon as possible so please take extra care when selecting your items.

If you have made an error in your shipping address, please let us know as soon as possible via the CONTACT US section using the email address associated with your order. Please also include your order number AND the correct address.

If your order has already shipped, and you have your tracking details we would also recommend you contact your courier to advise them of the address update. We will try our best to make any updates to your address, however depending on the status of your shipment it may not be possible.

You should contact us as soon as possible for any changes in your order; however, this is not possible after the order has been submitted to our warehouse to be processed.

Issue with item Received

If any items in your order have been received in an unsatisfactory condition, please let us know within 24 hours of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip via email customercare@starherbalpk.com

Please note we cannot consider cases reported after 24 hours of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund.

We monitor return activity for abuse and reserve the right to limit returns or exchanges.

We are sorry you have received incorrect items! Please email customercare @starherbalpk.com to send us your order number, and a clear photo of the items received along with your packing slip. Please use the email address associated with your order.

Please contact us within 24 hours of receiving your order. Cases reported after this timeframe may not be eligible for review.

We monitor return activity for abuse and reserve the right to limit returns or exchanges.

If you are not fully satisfied with the items, you have received just let us know the issue you are facing using the CONTACT US section. You can check out the returns policy.

Delivery Info

Current order processing time is 2-3 business days for Lahore and 4-7 business days for rest of Pakistan.

Shipping will be free on all orders above PKR 2500. Below PKR 2500, we will charge a nominal delivery amount of PKR 200.

Our delivery teams make three attempts to deliver a parcel. However, in case you are unable to receive it the same day, our rider will make a new attempt the next day and not in the same day.

Timely delivery is subject to availability of stock, courier load, weather conditions, political disturbances, and other unforeseen situations. However, we try our best to provide all necessary support in case an order is delayed by any unforeseen circumstances.

Returns

A product can only be returned or exchanged if it was found damaged upon receipt. We will facilitate you with the exchange or in case where the product delivered was not as per your specifications or damaged. You can contact our customer service through email customercare @starherbalpk.com by attaching the photographic evidence of the product received, picture of the invoice, or call and inform us about your order ID.

The complaint escalation period is only within a day that is 24 hours after the product is received by the customer. No complain after the stated time frame will be facilitated.

If any items in your order have been received in an unsatisfactory condition, please let us know within 24 hours of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. 

Please note we cannot consider cases reported after 24 hours of the receipt of your items. Please do not dispose of the items as you may need to return them to be eligible for a refund.

No product/item ordered online can be exchanged at any of Star Herbel’s retail stores.

In case of a defective item being delivered anywhere in Pakistan, Star herbal will have our courier partner pick the defected item in packed form. Pickup timings and date will be notified to the customer in advance. The pickup timings will be notified beforehand. However, photographic evidence of the product received, picture of the invoice and our courier’s airway bill will be required through email on the customercare@starherbalpk.com . Upon receipt, Star herbal shall issue a replacement against the product mentioned in the Invoice. The complaint escalation period is only within a day that is 24 hours after the product is received by the customer. No complain after the stated time frame will be facilitated.

The product has to be returned in the same packaging as provided by the brand to let the exchange process happen smoothly. In situations otherwise, the additional charges of product handling will be borne by the customer.

Technical

Kindly take a screenshot of the page where you experience the error or copy the error message and send it to our Customer Support through email, WhatsApp, for further assistance.

We encourage our customers to place orders on our website. Our expert technical team ensures that our website functions efficiently at all times however in case there is a technical issue with the website, we would request our customers to bear with us and retry once the issue is resolved. In case the issue persists, please email, call or WhatsApp us.