Support / FAQ
When will my order be delivered?
As soon as your order has been paid in full, your order will be packed in our warehouse and then shipped. Within Germany, the package is then usually 1-2 business days later with you (with express shipping on the next business day). You can also view your current shipment status in the customer area. The tracking link will be sent to you automatically by e-mail after the package has been shipped. Please check your spam folder if necessary.
What payment options are available?
You can pay your order by bank transfer (prepayment), Paypal or EasyCredit installment payment. EasyCredit installment payment is only available for customers who live in Germany. Please note that we have no influence on whether your installment payment request is accepted or rejected. If you have any problems with the installment payment, please contact the payment provider.
With which service provider do you ship the packages?
We ship within Germany with DHL (delivery time Germany 1-2 business days). Worldwide shipping is done with UPS (transit time approx. 5 - 7 business days). Express packages within Germany are also shipped with UPS.
How much ml of water goes into the bowl?
Since our bowls are all handmade, slight deviations are possible. As an optimal water level, we recommend that the dip tube is about 1.5 - 2 cm in the water. If you have a glass that does not allow you to see the water level, we recommend that you fill the glass by feel and then assemble the hookah. Now you can separate the shisha from the bowl again and see how deep the dip tube is in the water by looking at the water imprint on the dip tube.
When is the article "XYZ" available again?
Due to the very high demand of our articles, it often happens that certain articles are sold out. Usually all items will be restocked within 2-3 weeks. We recommend that you create an email notification for the item. This is possible directly on the product page. Please note that you must then accept the notification (an email will be sent to you and the email address must be correct). Furthermore, we also post regularly on Instagram when items are back in stock.
The smoke column cannot be detached from the base, what can be done?
Please follow the cleaning instructions included with each shisha. The smoke column has a ground joint and can become jammed if not handled properly and poorly cleaned, making it difficult to detach. Therefore, please always pay attention to the cleaning and drying of your shisha. If the grind is jammed, please try to put a piece of wood from below into the base against the smoke column and then hit lightly with a rubber mallet against the piece of wood to loosen the grind. If this does not help, you can send us the base + smoke column and we will loosen the smoke column from the base for you. Please contact us by e-mail: email@example.com
Do you ship to my country?
We offer our customers worldwide shipping. Unfortunately, some countries cannot be shipped to because we have exclusive local distributors that we supply. These countries include Australia, New Zealand, Hong Kong and Israel.
What are the delivery costs?
To calculate the delivery costs, we recommend that you add the desired items to your shopping cart. In the shopping cart itself, you have the option of specifying your delivery country and displaying the delivery costs directly.
How much does the article cost in my currency?
To convert the Euro price displayed on the website into your currency, we recommend you to use a currency converter: www.finanzen.net/waehrungsrechner
Is it possible to pre-order or reserve items?
Unfortunately, we do not offer the option to pre-order or reserve items. However, you can set an e-mail notification for the desired item. We also post regularly to the Instagram Story for new products.
My Edition 4 is vibrating or leaking
This problem is very easy to fix and only occurs when the shisha has been set up incorrectly. Please contact Andreas Rauch directly via WhatsApp at +49 1522 9563401 for quick assistance.
The color gradient of my bowl is different than shown on the website
Please note that all our glasses are handmade and may differ from colors and color gradients. The images shown on the website are sample images only. Please also note that due to time constraints, we unfortunately do not have the ability to pick out a custom bowl for you based on your colors.
You have questions about your order or a question about our products that could not be clarified yet?
Then please contact us at the following addresses:
WhatsApp: +49 151 40510670
Please note that due to time constraints we are unfortunately unable to offer telephone support! You are welcome to contact us via WhatsApp message, Instagram message or email. Thank you for your understanding.