Karezz Care Centre
Everything you need to know about shopping with Karezz — delivery, returns, product care, payments, safety, and support.
Frequently Asked Questions
Quick Help
Need help with your order?
Need help with your order?
Contact Karezz customer care at info@srgherbs.com or +971558704949.
Business support hours: Monday to Saturday, 9:00 AM to 6:00 PM UAE time.
Shopping with Karezz
Are Karezz products original?
Are Karezz products original?
Yes. Products sold on the Karezz official store are either Karezz Originals or curated products sourced through selected brand/distribution channels.
What is the difference between Karezz Originals and Curated Brands?
What is the difference between Karezz Originals and Curated Brands?
Karezz Originals are products created under the Karezz brand. Curated Brands are premium third-party brands selected by Karezz for quality, origin, design, and everyday usefulness.
Are your prices the same as Amazon and Noon?
Are your prices the same as Amazon and Noon?
Karezz aims to maintain consistent pricing across official sales channels where possible. The official Karezz store offers the complete product range, product guides, ritual sets, and direct brand support.
Can I ask for help before buying?
Can I ask for help before buying?
Yes. Customers can contact us for help choosing sizes, formats, scents, filters, or product combinations.
Delivery & Shipping
Where do you deliver?
Where do you deliver?
We currently deliver within the United Arab Emirates.
How long does delivery take?
How long does delivery take?
Delivery usually takes 1 to 3 working days in major UAE cities. Remote areas may take longer depending on courier availability.
How much is shipping?
How much is shipping?
Shipping charges, if applicable, are shown at checkout before payment.
Do you offer free shipping?
Do you offer free shipping?
Free shipping may be available based on order value, selected products, or active promotions.
What happens if my address is incorrect?
What happens if my address is incorrect?
Please ensure your address and phone number are accurate. Failed deliveries due to incorrect address or unreachable phone number may require re-delivery and additional charges.
Returns, Refunds & Cancellations
Can I return a product?
Can I return a product?
Eligible items can be returned within 14 days from delivery, provided they are unused, unopened where applicable, and in original saleable condition.
Which items cannot be returned?
Which items cannot be returned?
Opened or used food, supplements, honey, coffee, matcha, shower filters, shower heads, pillows, candles, and personal-use items may not be accepted for return due to safety, hygiene, and quality reasons.
Is there a return shipping fee?
Is there a return shipping fee?
A flat return shipping fee of AED 15 applies to eligible customer-initiated returns.
What if I received a damaged or wrong item?
What if I received a damaged or wrong item?
Contact us within 48 hours of delivery with your order number, photos/video of the issue, and packaging images. If approved, we may offer replacement, exchange, refund, or store credit.
Can I cancel my order?
Can I cancel my order?
Orders can be cancelled within 24 hours if they have not been packed, dispatched, or handed over for delivery.
Payments
What currency do you charge in?
What currency do you charge in?
All prices are shown in AED unless stated otherwise.
When is my order confirmed?
When is my order confirmed?
Orders are confirmed after successful payment or approved payment method confirmation.
What if my payment fails?
What if my payment fails?
If payment fails, the order may not be confirmed. You may try again or contact customer support.
Are online payments secure?
Are online payments secure?
Payments are processed through secure third-party payment providers. Karezz does not store full payment card details.
Product Safety & Usage
Are Karezz wellness products medical products?
Are Karezz wellness products medical products?
No. Product information is for general shopping and usage guidance only. Food, honey, supplement, and wellness products are not intended to diagnose, treat, cure, or prevent any disease.
Should I consult a doctor before using supplements?
Should I consult a doctor before using supplements?
Customers who are pregnant, breastfeeding, taking medication, managing a medical condition, or have allergies should consult a qualified healthcare professional before using supplement or wellness products.
How should I check ingredients?
How should I check ingredients?
Always read the product label, ingredients, warnings, directions, and packaging before use.
Are scented candles safe to use?
Are scented candles safe to use?
Candles should be placed on a heat-safe surface, kept away from children, pets, curtains, and flammable materials, and never left burning unattended.
How should I use shower filters?
How should I use shower filters?
Use only compatible Karezz filters with Karezz shower heads. Replace filters regularly based on usage and water quality.
Product Care
How should I store matcha and coffee?
How should I store matcha and coffee?
Store in a cool, dry place away from heat, sunlight, and moisture. Close the pack tightly after use.
How should I store Manuka honey?
How should I store Manuka honey?
Store according to the product label. Keep the container closed and avoid contamination with wet spoons.
How should I care for my Revomax bottle?
How should I care for my Revomax bottle?
Follow the brand’s care instructions. Hand washing is generally preferred for premium insulated bottles unless the product label says otherwise.
How should I care for candles?
How should I care for candles?
Trim the wick before use, burn on a safe surface, and allow the wax to melt evenly during use.
How should I care for the cervical pillow?
How should I care for the cervical pillow?
Follow the care label. Use with suitable pillow covers and keep away from moisture and excessive heat.
Privacy & Data
What personal information do you collect?
What personal information do you collect?
We may collect details needed to process orders, deliver products, provide support, improve the website, and communicate with customers.
Do you sell customer data?
Do you sell customer data?
No. Karezz does not sell customer personal information.
Do you use cookies?
Do you use cookies?
Yes, the website may use cookies for checkout, cart functionality, analytics, marketing, and improving browsing experience.
Can I request privacy-related support?
Can I request privacy-related support?
Yes. Contact info@srgherbs.com for privacy-related requests.
Contact Karezz
Contact Information
Contact Information
Company: SRG Natural Herbs Trading LLC
Address: 133 Garden Street, Al Warsan 3, Dubai, United Arab Emirates
Phone: +971558704949
Email:info@srgherbs.comSupport Hours: Monday to Saturday, 9:00 AM to 6:00 PM UAE time