Support / FAQ
Once 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 also your spam folder.
You can pay your order by bank transfer (prepayment) or Paypal.
We ship within germany with DHL (transit time Germany 1-2 business days). Worldwide shipping is completed with UPS (transit time approx. 5 - 7 business days).
Since our bases are all created by hand are slight deviations 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 to your liking and then assemble the hookah. Now you can separate the hookah from the base again and see how deep the dip tube protrudes into the water by looking at the water imprint on the dip tube.
Due to the very high demand of our articles, it often happens that certain articles are sold out. Usually within 2-3 weeks all items are replenished. 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.
Please follow the shisha cleaning instructions included with each hookah. The smoke stem has a ground joint and can be tilted and thus difficult to detach in case of improper treatment and poor cleaning. Therefore, please always pay attention to the cleaning and drying of your hookah. If the grind is jammed, please try to insert a piece of wood from below into the base against the smoke column and then hit the piece of wood lightly with a rubber mallet to loosen the grind. If this does not help, you can send us the stem base + smoke column and we will remove the smoke column from the stem base for you. Please contact us best by email: firstname.lastname@example.org
We offer worldwide shipping to our customers. Some countries unfortunately can not be supplied, because we have exclusive local dealers, which we supply. These countries include Australia, New Zealand, Hong Kong and Israel.
To calculate the delivery costs, we recommend you to put the desired items in the shopping cart. In the shopping cart itself you have the option to specify your delivery country and directly display the delivery costs.
To convert the euro price displayed on the website to your currency, we recommend you use a currency calculator: www.finanzen.net/waehrungsrechner
Unfortunately, we do not offer the option to pre-order or reserve items. However, you are welcome to set an email notification for the item you want. For new products, we also post regularly in the Instagram Story.
This problem is very easy to fix and only happens when the hookah has been adjusted incorrectly. Please contact für a quick assistance directly to Andreas Rauch via WhatsApp at +49 1522 9563401
Please note that all our glasses are handmade and may differ from colors and color gradients. The images displayed on the website are only sample images. Please also note that due to time constraints, we unfortunately have no way to pick out a bowl of your choice according to 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 unfortunately cannot offer telephone support! Feel free to contact us via WhatsApp message, Instagram message or email. Thank you for your understanding.