Frequently asked questions

HerbaOnline is an Independent Herbalife Member shop. Customer pricing is for registered accounts so we can look after you properly. Registering is free and takes about a minute - no card needed.

Browse the shop, add products or packs to your cart, then check out. You can pay by card, PayPal or Klarna. After payment we process the order and send a confirmation to your email.

It is on your confirmation email and in My Account → Orders. Quote that number if you message us - it helps us find the right order quickly. We still check it ourselves; sending a number is not proof that an order is yours.

Yes. You can browse products, packs and How it works as a guest. You will need a free account to see customer prices and to check out.

Message us as soon as you can, with the order number and what you need changed. If we have not dispatched yet we will try. Once it is with the carrier, a change is usually a new order or a return - we will tell you which.

Most packs let you pick flavours before you add them to the cart. If a flavour is required we say so on the pack page. Need a combination checked? Use the contact form or WhatsApp.

If a product or flavour cannot be added, it is not available to order just now. We do not invent restock dates. Ask us and we will say what we can see, or suggest a close alternative from the shop.

Yes - write to us straight away with the order number. If it has not left us yet we can usually stop it. After dispatch, use the 30-day guarantee or the statutory cancellation route explained on Delivery & returns.

Use a secure email link, or your password if you have set one. Member codes from older accounts still work. If a link does not arrive, check Promotions, Spam or Junk before requesting another.

No. Creating an account is free. You only pay when you place an order.

Yes, on the password / member-code sign-in. After that you can set a V2 password from My Account if you want fewer digits to remember.

Request a secure sign-in link from the login screen. That does not send old 4-digit codes. After you sign in with a password or member code, you can change your password from My Account.

Wait a minute, then check Promotions, Spam and Junk. Search for HerbaOnline or herbalmail. Still nothing? Request another link, or message us with the address you used - we will not read your password back to you.

If you already have a password, open the password card on My Account. You will need your current password to change it - including after a sign-in code. If you have never set a password, finish that from My Account after a password or member-code sign-in, or from the first-time setup screen.

My Account holds your name and saved addresses. Checkout can also store the address you use. We will not change your account email from a contact-form field - that field is only for this message.

No. It is a practical way to make meals, snacks and protein easier to plan. Formula 1 is a meal replacement shake for weight control and everyday nutrition. Snacks and supporting products sit around ordinary food. Results depend on how you use them - we will not overpromise.

HerbaOnline is run by Mark & Keely as Independent Herbalife Members. This is not a Herbalife corporate website. Products are genuine Herbalife, sold the way Herbalife sells - through Independent Members.

Open the product, pick the flavour, then add it. Quick View works the same way. If a flavour is missing, it is not on the shop just now - ask us before you assume we can magic it in.

Yes. That is the usual way. A shake replaces a meal or makes breakfast simpler; you still eat ordinary food around it. More product is not automatically better.

Not as a blanket rule. Herbalife says many Formula 1 flavours use plant-based soy protein, and there is a vegan Protein Drink Mix. Other products may contain dairy, honey or other animal ingredients. Check the UK label for the exact flavour you buy, or ask us to look at a specific tub.

Herbalife writes its products for healthy adults, used as directed on the label. Some contain soy, oats, dairy or caffeine. If you are pregnant, breastfeeding, or have a condition that needs dietary advice, read the label and speak to an appropriate professional. We will not give medical clearance over WhatsApp.

No. We can explain what a product is for on its label and how customers usually use it. Suitability for a medical condition is for you and an appropriate professional, using the actual UK label.

No. Start with the meal or protein you will actually use. Tea, snacks and extras are optional. If they help a busy afternoon, fine. They are not a required stack.

Many people use a Formula 1 shake as breakfast or as one planned meal, then eat ordinary food around it. Mix it as the UK label says for that flavour. It is a habit tool, not a personality transplant.

No. Herbalife describes Formula 1 as a meal replacement for weight control and healthy nutrition. People also use it to keep breakfast consistent after they have already lost weight. The official wording is about replacing one or two main meals of an energy-restricted diet - it is not a promise that your body will change.

No. Herbalife’s official weight-control wording is about substituting one main meal (to help maintain weight after loss) or two main meals (to contribute to weight loss) of an energy-restricted diet. We will not write you a calorie target. Eat real food for the meals you do not replace.

Open How it works and pick the goal that sounds like your week - breakfast, weight management, training, busy days. Each guide recommends real products from this shop. If you would rather talk it through, message Mark & Keely on the Help page. We would rather you use one thing well than buy a cupboard you ignore.

It is a protein boost. Herbalife presents it as extra protein - as a drink on its own, or added to a Formula 1 shake (the UK Formula 1 labels also describe mixing Formula 1 with Protein Drink Mix and water). It is not a meal replacement in the same sense as Formula 1.

Yes. Ordinary food still does most of the work. Formula 1 can cover a meal on training days. Protein Drink Mix adds protein. Herbalife24 products are the sports line - Herbalife describes that range as supporting workout fuel, muscle mass and post-workout recovery. Check the label of the exact product before you buy.

Yes. One person might want a steadier breakfast; another might want training support. Share a Formula 1 tub if the flavour suits both of you, and keep extras honest - you do not each need a full duplicate kit.

A Formula 1 shake you can make in a minute, plus ordinary food you already like. A protein snack only if it stops you skipping food entirely. See the Busy Days guide on How it works.

No. Each guide is a practical starting point, not a fixed programme. Use the parts that fit your routine and ignore what doesn’t.

Start with the goal that feels most useful right now: Healthy Breakfast, Weight Loss, Protein Made Easy, Sports & Training, Gym & Muscle or Busy Days. There’s no required order, and you can always move to another guide later.

Absolutely. Your routine can change from week to week. You might use Sports & Training on active days and Busy Days when life gets hectic.

No. Start with the product that does the main job for your goal, usually one or two. Each guide shows which products come first and which are optional extras.

Yes. Tell Keely (or Mark) your goal, what a normal day looks like and how active you are, and they’ll help you find a sensible place to start.

They’re an easier way to get started. Each of the ready-made packs groups products around a goal, while you still choose your flavours and can adjust things later.

Mix 2 scoops (26 g) of Formula 1 shake mix with 250 ml cold semi-skimmed milk (1.5% fat) in a shaker, or blend it for a smoother shake. That is a complete breakfast; everything else is optional.

No. A shaker is fastest and fine for the plain shake. A blender gives a smoother result once you add fruit, oats or ice.

Yes. Fruit adds flavour and volume, yoghurt or skyr adds creaminess and protein, and oats or a banana add carbohydrate for a longer morning. All optional.

When you want a higher-protein shake: stir in one serving (28 g / 2 tablespoons) for 15 g more protein in the same breakfast.

That is useful feedback, not a mistake. Add Protein Drink Mix, a spoonful of yoghurt, or oats and fruit, and see what keeps you going until lunch.

Breakfast usually gets bigger: Protein Drink Mix plus fruit or oats works well before training. For the session itself, see Sports & Training.

Ask Keely first. Herbalife does sell a water-based, dairy-free route using PDM Vegan, but it is worth checking current stock with us before assuming it is on the shelf.

Herbalife's own wording: replacing two main daily meals with a Formula 1 shake, as part of an energy-restricted diet, contributes to weight loss. Two planned shakes give the Lose route its structure.

Maintain uses one Formula 1 shake a day, usually breakfast, with normal food for the rest of the day. Same product, lighter routine.

A protein source, vegetables and a carbohydrate if the meal needs one: chicken, fish, eggs, beans or lentils with rice, potatoes or bread. Use what you already like and cook.

Adjust rather than push through: add Protein Drink Mix to a shake, plan a snack, or make the evening meal a bit bigger.

Not automatically. If you do want one, plan it: a Protein Bar, fruit or a small handful of nuts.

The shake stays the shake; the food around it grows: more carbohydrate around the session and a bigger meal after. After resistance training, Rebuild Strength or Protein Drink Mix can help. See Sports & Training.

Once you are happy with where you are, go from two shakes a day to one. Not sure when? Ask Keely.

Broad population ranges, not a personal number: about 0.75 g per kilogram of body weight a day for adults who do not train, and about 1.4 to 2.0 g per kilogram with regular training (British Dietetic Association).

Yes. Both ranges scale with body weight, and a heavier training week needs more protein and more food overall, not just an extra scoop. Not sure where you sit? Ask Keely.

No. Formula 1 is a meal replacement; Protein Drink Mix is a protein top-up, on its own or stirred into a shake.

After resistance or anaerobic training, mixed with water and drunk within 30 minutes of finishing. Protein Drink Mix is the everyday option for any other time. More in Gym & Muscle.

Yes, that is the idea. Eggs, chicken, fish, yoghurt, beans and lentils each give roughly 20 g of protein per portion, and Protein Drink Mix adds 15 g whenever a meal or snack needs more.

Usually, yes. Three or four protein-containing meals or snacks are easier than fitting it all into dinner.

Spread protein across your Herbalife shakes and normal meals. Protein Drink Mix can support your daily intake; keep Rebuild Strength for recovery after resistance or anaerobic training.

Usually, yes. A short, light session or a regular 45 to 75 minute session is usually fine with water. Use Rebuild Strength afterwards when it was resistance or anaerobic training.

Hydrate makes sense on a longer or warmer session, or a hot, high-sweat day, when water alone is not quite enough. Mix 1 stick pack (5.3 g) in 500 ml water; 12 kcal per prepared serving (current UK label).

No. LiftOff Max is a caffeinated drink: 180 mg caffeine per sachet, one sachet a day dissolved in 250 ml water, before a workout if you like. For fluid and electrolytes use Hydrate; for energy during long, hard sessions use Prolong Energy Gel. Not recommended for children or pregnant women.

Use Prolong Energy Gel for hard, sustained exercise lasting about an hour or longer, not for shorter sessions. 1 sachet per hour under 1.5 hours, 2 per hour for 1.5 to 2 hours, never more than 4 a day.

No. Rebuild Strength is for after resistance or anaerobic training. After a light or easy session, your usual meal does the job.

Before a harder session, a light carbohydrate snack or meal 2 to 3 hours before: banana and oats, or toast with jam. If you want a caffeinated lift, LiftOff Max is an option: one sachet in 250 ml water, 180 mg caffeine.

A normal protein-and-carbohydrate plate within a couple of hours: chicken or fish with rice or potatoes and vegetables. After a genuinely hard session, Rebuild Strength within 30 minutes. Not sure what fits your week? Ask Keely.

A long, easy session and a hard, sustained one are different. Once hard effort reaches about an hour, Prolong Energy Gel’s own dosing applies; add Hydrate for fluid and electrolytes, especially when it is warm.

Heat and heavy sweat increase fluid and electrolyte losses, so a session that normally needs only water can benefit from Hydrate, even if it is short. Drink to stay ahead of thirst rather than to a fixed rate.

Consistent resistance training provides the stimulus. Enough protein, energy and recovery help your muscles repair, adapt and grow stronger over time.

Roughly 1.6 to 1.7 g per kilogram of body weight a day alongside resistance training (BDA), with enough total energy and carbohydrate. A range for context, not a personal prescription.

Often, yes. Undereating works against muscle gain even with good training: total energy matters as much as protein.

Yes. Carbohydrate fuels training and supports recovery; cutting it too hard makes sessions feel worse and slows recovery. A normal helping of rice, pasta, potatoes or oats is usually right.

3.8 g once a day (two 3 cc scoops; the scoop is sold separately) in 200 ml water or stirred into your daily shake, at any time of day. The label advises daily use for at least 28 days for it to become effective.

Yes. It is a daily product: one 3.8 g serving every day. The beneficial effect is obtained with a daily intake of 3 g of creatine.

Rebuild Strength is for after resistance or anaerobic training, mixed with water and drunk within 30 minutes. Protein Drink Mix is the everyday option on other days or between meals.

Spread protein across your Herbalife shakes and normal meals. Protein Drink Mix can support your daily intake; keep Rebuild Strength for recovery after resistance or anaerobic training.

No, it is optional. If you like a caffeinated lift, LiftOff Max provides 180 mg caffeine in one sachet with 250 ml water; one sachet a day. Not recommended for children or pregnant women.

No. Follow the 30-minute window for Rebuild Strength when you can, but a consistent week of meals and training matters far more. Want a plan for your week? Ask Keely.

Add 2 scoops of Formula 1 shake mix (26 g) to 250 ml cold milk in a shaker bottle and shake for a few seconds: at home, once parked, on arrival or at your desk.

Prepare the powder, not the shake: pre-portion Formula 1 shake mix or use sachets, then mix it fresh when you drink it. Deciding tonight what breakfast and lunch will be helps too.

A shaker bottle, Formula 1 shake mix or sachets, a couple of Protein Bars and a bottle of water.

No. Protein Bars are a snack, handy for the gap between meals; for a quick complete meal, use a Formula 1 shake.

A Formula 1 shake is the fastest complete option. If you get a short break, a supermarket or cafe option with protein, carbohydrate and something green works too: a chicken salad, a wrap or a poke bowl.

Then it is worth planning properly. Message Keely about your week and we’ll help you build a routine that fits.

Protein Drink Mix mixes well with water on its own. For the current dairy-free Formula 1 option, ask Keely what is in stock.

It varies by pack. Weight Loss STARTER has Fibre & Herb drink, Formula 1 shake mix and Herbal Tea. Breakfast STARTER has Formula 1 shake mix, Herbal Tea and Aloe Concentrate. Ultimate Shake Combo has three tubs of Formula 1 shake mix plus Protein Drink Mix. Each pack page lists the exact contents.

Yes. You still choose which flavour of Formula 1 shake mix, and any other flavoured items, go in each slot. A pack is the same products already in this shop, just put together.

Weight Loss STARTER and BASIC fit the Weight Loss guide. Breakfast STARTER fits Healthy Breakfast. Ultimate Shake Combo suits anyone using Formula 1 shake mix regularly who wants to stock up.

No. If you already know you only want Formula 1 shake mix, or a specific flavour combination the packs do not offer, building your own cart one product at a time works just as well.

No. A pack is a convenient starting set, not a full daily meal plan, and it does not include the ordinary food you will still be eating for the rest of the day.

We have not compared these packs item-by-item against buying the same products separately, so we are not claiming a saving here. If that comparison matters to you, ask Mark & Keely and they can check the current numbers.

Yes. If you are not sure which pack fits, or whether to build your own cart instead, tell them your goal and they will point you at the right starting set.

Card (Visa, Mastercard, American Express) via Stripe, plus PayPal and Klarna. Checkout is encrypted. We never ask you to send card details over WhatsApp or email.

Check the payment page for the status, then try again or pick another method. Your cart is kept. If money left your account but you have no confirmation, message us with the time and the email you used - do not pay a second time until we have checked.

Pending means we are still waiting for the provider. Do not start a second checkout. Refresh the status page or wait for the email. If it sits there, write to us with the time - we can see the attempt without you paying twice.

The product prices are the same. The provider may show its own payment schedule (Klarna) or login (PayPal). Delivery and HerbaPoints still follow the cart you already saw.

Card payments go through Stripe. PayPal and Klarna use their own checkout. We do not store your full card number on this site, and we will never ask for it in a message.

Yes - a confirmation email after a successful payment, and the order in My Account. Keep the order number if you need us later.

No. Use checkout. We will not send a personal account number for you to pay into, and we will not take card details in a chat.

HerbaPoints is your loyalty balance. Paid orders earn points. Signed-in customers can spend them in the cart, up to 50% of eligible products (delivery excluded). 200 HerbaPoints are worth £1. Open My Account → HerbaPoints to see your balance.

On paid orders, once the order is recorded as paid. You will not see points for a cart you have not checked out, and we do not invent bonus multipliers on the shop.

When you are signed in and have a balance. Apply them in the cart before you pay. They come off eligible products, not delivery, and never more than half of those products.

No. They are a shop loyalty balance, not a bank account. They are not transferable to another person from this page.

No. You need an account so the points have somewhere to live. Register before checkout if you want the order to earn.

Check My Account → HerbaPoints and the order that should have earned them. If a paid order is missing, message us with the order number. Do not assume we can add points from a screenshot of another shop.

No. A coupon is a separate checkout adjustment when one applies. HerbaPoints are your earned balance. We do not invent public promo codes on the homepage.

HerbaOnline orders are dispatched within 24 hours. That is fast order processing from our UK shop. Delivery time after dispatch depends on the carrier and your address.

It means we process and send the order quickly from our UK shop. The carrier then takes its usual time to your address. We do not run a fake cutoff clock on the site.

Delivery is confirmed at checkout for your cart. If a free-delivery threshold applies, it is shown there. We typically use tracked UK delivery.

Yes. Checkout lets you set a delivery address that is not the same as billing. Use a complete UK address you can receive a parcel at. We do not deliver to a locker or workplace unless that address is entered correctly at checkout.

When we have a tracking reference we pass it on by email. You can also check My Account → Orders. If nothing has appeared and it is past the usual carrier window, message us with the order number.

Keep the packaging if you can, take a quick photo, and message us with the order number. We will sort a replacement or refund. Do not wait a fortnight if the box is crushed - tell us as soon as you see it.

Start with us, not a blank return label you found online. We will confirm the address and whether you need the unused product, labels, or empty tubs - Herbalife’s 30-day process is practical, not theatrical. Delivery & returns has the longer version. You usually cover return postage unless the item is damaged or wrong.

Herbalife offers a genuine customer 30-day money-back / satisfaction guarantee from when you receive the product. If something is not right, contact us with your order number and what happened. We will talk you through a refund or exchange. App subscriptions and personalised supplements are excluded on Herbalife’s own policy - that is not what we sell as everyday shop items.

WhatsApp is normally the fastest. The Help page also has a contact form and info@herbalmail.com. Include your name, the email on the account, and an order number if you have one. We reply quickly - including at weekends.

Have your order number or the email on the account ready. For a missing sign-in email, check Promotions and Spam. For a product question, the product page, How it works and this FAQ page often have the answer already.

Yes - on the Help page. Name, email, optional order reference, a topic and your message. The order reference is only a hint for us; it does not unlock another customer’s order.

HerbaOnline UK is run by Mark & Keely. The Help page lists the public info@herbalmail.com, WhatsApp number and postal address we publish for this shop. We reply quickly, including at weekends - we do not publish a fixed SLA.

WhatsApp, the contact form, or info@herbalmail.com. It is us, not a call centre. We are Independent Herbalife Members - say if you are choosing a first order, stuck on sign-in, or something did not arrive.

This FAQ page is the full list. Help page has a short “questions we hear most” list, the contact form, and our contact details. If you already know the question, search here. If you want us, go to Help.

We do not publish fixed hours or a timed SLA. We reply quickly - including at weekends. WhatsApp is normally faster than info@herbalmail.com.

Yes. You can keep shopping as a customer through HerbaOnline, or join as an official Herbalife Member. The Become a Member page explains both routes honestly. Ask us on WhatsApp if you are unsure which fits.