Frequently Asked Questions
How long will it take for my order to be delivered?
Shisha Shop will continue to make every effort to get your package ready for dispatch as quickly as possible and to hand it over to DPD.
Shipping by our shipping service provider takes between 1 and 3 working days within United Kingdom.
Within the EU, shipping usually takes between 2 and 5 working days.
Shipping to the Rest of the World takes around 7-10 working days.
Please note that due to increased order volumes (e.g. special sales), delivery times may be slightly longer.
We thank you for your patience and understanding.
How much are the shipping costs?
Orders with a value of £85 or more are free of shipping costs within United Kingdom.
If the value of the goods is less than £85, shipping costs within United Kingdom are £6.95.
Orders to the EU are free of shipping costs if the value of the goods is more than €120.
If the value of the goods is less than €120, the shipping costs €15
The Rest of the World shipping costs are displayed in the checkout.
How can I track my package?
As soon as we have handed over your package to our shipping service provider, we will send you a shipping confirmation with your shipment number including a tracking link by email.
If in doubt, please also check your spam folder, as these automated emails sometimes end up there by mistake.
Where does Shisha Shop deliver?
We deliver Worldwide.
Shipments outside United Kingdom are delivered with DHL Premium.
How can I change or cancel my order?
To ensure that your order is dispatched as quickly as possible, it will be sent to our warehouse and processed immediately after it has been completed.
If you would like to make a change to your order, please inform our support team as soon as possible. In some cases, it is no longer possible to change or cancel the order afterwards.
Please simply send your order back to us as a return after receipt.
How can i buy Wholesale?
We can only supply you if you meet one of the following conditions:
- Lounge/Cafe Owner
- Shisha Distributor
- Vape Shop
- Shisha Shop
- Convenience Store
- Shisha Delivery Operator
Apply for a Wholesale Account
Click here to apply for a Wholesale Account
Do you have a Retail Store?
Our retail store is location here:
Shisha Shop
7 Castilla Square
London
E14 3PQ
You can also quickly find on on Google Maps by clicking on the following link:
Store Opening Hours
Monday to Saturday
11am GMT - 6pm GMT
Reach us by Whatsapp
Contact us via Whatsapp
+44 7424 533 618
Support team are available between
Monday to Sunday
10AM to 9PM GMT
How can I exchange something?
It's a shame that you are not satisfied with the product you purchased from us.
You can exercise your right of return and send your order back to us within 14 days.
ITEMS ALLOWED TO RETURN:
Shisha Pipes, Charcoals & Shisha Accessories
ITEMS NOT ALLOWED FOR RETURNS:
We do not accept returns on Shisha Flavours.
Please note that you have to bear the costs of your return yourself and that the goods must be in their original, unused condition, including the original box.
Returns should be sent to the following address:
Shisha Shop Returns
7 Castilla Square
London
E14 3PQ
How long my Refund will take?
Refunds are usually made within 2-3 working days after the return has been processed.
Depending on the payment method and the credit institution, it may take a little longer.
Refunds are generally made in the same way as the order.
Why my Return was rejected?
Unfortunately, the item does not appear to have been returned to us in its original condition.
Our returns department checks all returns thoroughly.
If an item is found to be defective, the return must be rejected. You can reply to the return rejection email to explain the situation.
The delivered item is damaged. What can I do?
This is very annoying and does not meet our standards.
Please contact our support team via WhatsApp or phone call and send us pictures of the damaged item including the outer packaging.
We will look into the case and get back to you as soon as possible.
Please keep the outer packaging until we respond, as we need it to report the damage.
How long will it take for my order to be delivered?
Shisha Shop will continue to make every effort to get your package ready for dispatch as quickly as possible and to hand it over to DPD.
Shipping by our shipping service provider takes between 1 and 3 working days within United Kingdom.
Within the EU, shipping usually takes between 2 and 5 working days.
Shipping to the Rest of the World takes around 7-10 working days.
Please note that due to increased order volumes (e.g. special sales), delivery times may be slightly longer.
We thank you for your patience and understanding.
How much are the shipping costs?
Orders with a value of £85 or more are free of shipping costs within United Kingdom.
If the value of the goods is less than £85, shipping costs within United Kingdom are £6.95.
Orders to the EU are free of shipping costs if the value of the goods is more than €120.
If the value of the goods is less than €120, the shipping costs €15
The Rest of the World shipping costs are displayed in the checkout.
How can I track my package?
As soon as we have handed over your package to our shipping service provider, we will send you a shipping confirmation with your shipment number including a tracking link by email.
If in doubt, please also check your spam folder, as these automated emails sometimes end up there by mistake.
Where does Shisha Shop deliver?
We deliver Worldwide.
Shipments outside United Kingdom are delivered with DHL Premium.
How can I change or cancel my order?
To ensure that your order is dispatched as quickly as possible, it will be sent to our warehouse and processed immediately after it has been completed.
If you would like to make a change to your order, please inform our support team as soon as possible. In some cases, it is no longer possible to change or cancel the order afterwards.
Please simply send your order back to us as a return after receipt.
How can i buy Wholesale?
We can only supply you if you meet one of the following conditions:
- Lounge/Cafe Owner
- Shisha Distributor
- Vape Shop
- Shisha Shop
- Convenience Store
- Shisha Delivery Operator
Apply for a Wholesale Account
Click here to apply for a Wholesale Account
Do you have a Retail Store?
Our retail store is location here:
Shisha Shop
7 Castilla Square
London
E14 3PQ
You can also quickly find on on Google Maps by clicking on the following link:
Store Opening Hours
Monday to Saturday
11am GMT - 6pm GMT
Reach us by Whatsapp
Contact us via Whatsapp
+44 7424 533 618
Support team are available between
Monday to Sunday
10AM to 9PM GMT
How can I exchange something?
It's a shame that you are not satisfied with the product you purchased from us.
You can exercise your right of return and send your order back to us within 14 days.
ITEMS ALLOWED TO RETURN:
Shisha Pipes, Charcoals & Shisha Accessories
ITEMS NOT ALLOWED FOR RETURNS:
We do not accept returns on Shisha Flavours.
Please note that you have to bear the costs of your return yourself and that the goods must be in their original, unused condition, including the original box.
Returns should be sent to the following address:
Shisha Shop Returns
7 Castilla Square
London
E14 3PQ
How long my Refund will take?
Refunds are usually made within 2-3 working days after the return has been processed.
Depending on the payment method and the credit institution, it may take a little longer.
Refunds are generally made in the same way as the order.
Why my Return was rejected?
Unfortunately, the item does not appear to have been returned to us in its original condition.
Our returns department checks all returns thoroughly.
If an item is found to be defective, the return must be rejected. You can reply to the return rejection email to explain the situation.
The delivered item is damaged. What can I do?
This is very annoying and does not meet our standards.
Please contact our support team via WhatsApp or phone call and send us pictures of the damaged item including the outer packaging.
We will look into the case and get back to you as soon as possible.
Please keep the outer packaging until we respond, as we need it to report the damage.