Frequently Asked Questions

My Account

Do i need to set up an account to place an order?

No. To shop on her.orb you are not required to create an account, but if you do it will enable you to enjoy the following benefits:

  • Check your order status
  • View past orders
  • Adjust your account information
  • Add more than one address

not to mention that your record will be saved! specials customers will get special rates! 

What should i do if i am having trouble logging in to my herorb account?

If you are a registered user and forget your password, click on 'forgot password' and you will receive an email a new password. for any other technical difficulties, please contact our customer service team from 9am-9pm on email: or whatsapp +965 99288559

Can i send it as a gift ?

Yes you can. kindly mention that you want the package to be sent as a gift in the 'special request' box at the checkout.

( please write down name of the person you are gifting it to and advise whether to attach the invoice or not)

My Order

How will i know if her orb has received my order? 

After placing your order, you will receive an email to inform you that your order has been confirmed.

I placed an order but i didn't receive confirmation email?

Please check your junk/spam emails. if you didn't find it, contact us on or whatsapp +965 99288559

I have not received my order?

Please contact our customer service team from 9am-9pm on or whatsapp us at +965 99288559. all our orders are delivered depending on the time of order, your delivery location and the items you have selected. please see our shipping and return policy for more information.

Can i ask for a refund & return or exchange?

We don't accept returns or exchanges during this time, items can only be replaced with the same type/color under certain circumstances:

  • We will only replace items in case of manufacture defect and that needs to be reported on the same delivery day.
  • The item did not match the product description listed under the product.

but if you are unhappy with your order please contact us so we can work things out!

 What methods of payment do you accept? do you accept cash on delivery?

We only accept online payment; k-net, visa and mastercard. We do not accept personal checks, money orders, direct bank transfers, and cash on delivery payments are not available.

 I received the wrong items/some items from my order are missing?

If this occurs please reach out to our customer service team and they’ll sort it out for you.please contact our customer service team from 9am-9pm on email: or whatsapp +965 99288559

General Faqs

How will i know if an item is out of stock?

A 'sold out' banner will be displayed by an item if it is out of stock. on rare cases, a product may be available when you place an order but sold out by the time we process the order. should this happen, we will notify you!

How do i use a promotion code?

once you click ‘continue/view cart and checkout’, you will be re-directed to the ‘my cart’ page. here you will find a field to enter your discount code. your order total will be adjusted accordingly.

Can i use several discount codes in one order ?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

Couldn't find what you're looking for?

kindly email us at or whatsapp us +965 99288559 or simply message us through 'contact us' page