Shisha Shop Support Helpdesk Shisha Shop Support Help Desk
Knowledgebase
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Knowledgebase

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Do you have a physical shop?

We are now a 100% online business. We previously operated premises in Leyton, but the store closed in November 2024 and is no longer open to customers. Orders can be placed through our website and de...

31,491
(3)

How to set up a shisha pipe safely

Use this general guide to assemble and prepare most shisha pipes. Your model may include additional parts or a manufacturer-specific guide. 1. Place the glass base on a flat, stable surface and add w...

1,212
(0)

Damaged or broken glass base on delivery

If the glass base of your shisha arrives damaged, cracked or broken, please do not use it. Take clear photographs of: - the damaged glass base; - the outer and inner packaging; and - the delivery lab...

4,173
(30)

I don't have a Zip/Post code, Tracking Problem

I don't have a Zip/Postcode, Tracking Problem   As most parts of Ireland don't require postcodes and a few other countries without zip/postcodes.

903
(1)

Male and female shisha mouth tips

Male and female mouth tips refer to how the tip connects to the hose handle. A male mouth tip has a narrower end that inserts into the end of the hose handle. A female mouth tip fits over the outside...

5,543
(11)

Measurements for legacy Khalil Mamoon base grommets

These measurements apply specifically to the older Khalil Mamoon base grommets. Thin rubber base grommet: - approximately 115 mm internal circumference; - approximately 135 mm external circumference....

730
(1)

Changing a delivery address

If you entered an incorrect delivery address, contact us as soon as possible with your order number and the complete corrected address, including postcode. We process orders quickly, so we cannot gua...

853
(5)

Faulty, damaged or incorrect items

If an item is faulty, damaged in transit or incorrect, please do not use it where doing so could be unsafe. Submit a support ticket with your order number, a clear description of the issue and photog...

916
(6)

Trouble completing checkout

If you cannot complete checkout, first check that all required billing, delivery and contact details are correct. Any validation message is normally shown near the relevant field. Try refreshing the ...

831
(2)

Payment verification and anti-fraud checks

Some orders may be temporarily placed on hold while we carry out an anti-fraud or payment-verification check. This helps protect customers and our business from unauthorised transactions. Where we ca...

1,444
(3)

Loose shisha glass base

If the glass base is loose on the stem, stop using the shisha until the connection is secure. First check that you have the correct base grommet and that it is not split, stretched or worn. A replace...

1,924
(7)

How long do my Future Points last?

Future Points are part of our active loyalty scheme. You earn 1 Future Point for every £1 spent. Each Future Point is worth £0.01 and cannot be exchanged for cash. Points are valid for 180 days after...

781
(0)

Choosing a shisha bundle

Our pre-built shisha bundles are designed to make choosing easier and can include a combination of shisha equipment, flavours, charcoal and accessories. Bundle contents, available options and savings...

1,866
(6)

How to track your order and what to do if delivery is delayed

You will receive a dispatch confirmation email containing tracking information once your order has been packed and collected by the courier. The tracking link may not show movement immediately, as the...

43
(0)

How to return or exchange an item and when to expect a refund

Please contact our support team before returning an item. Do not send goods back until your return has been reviewed and you have received the current return instructions. For an unwanted item, it sh...

50
(0)

How to cancel or amend an order

Contact our support team as soon as possible if you need to cancel or change an order. Please provide your order number and clearly state the change you are requesting. We may be able to help while t...

50
(0)

What to do if an item is missing or the wrong item was delivered

Please check the complete parcel carefully before reporting an item as missing. Smaller components may be packed inside the product box, glass base, bowl packaging or accessory compartment, and some p...

61
(0)

Payment taken but no confirmation email, or your order is still pending

If payment appears on your account but you have not received an order confirmation, please do not immediately repeat the checkout. A second attempt could create another payment authorisation or duplic...

64
(0)

When an out-of-stock product will return

Stock availability is shown on each product page. Where a back-in-stock notification option is available, use it to receive an alert when the product can be ordered again. We may be able to provide a...

65
(0)

How to choose compatible replacement parts and the correct size

Shisha parts are not universally interchangeable. Bowls and hoses often use common connection styles, but glass bases, stems, trays, valves, threaded parts and decorative fittings may be specific to a...

55
(0)

How to troubleshoot weak smoke, harsh smoke and heat problems

Most smoke and flavour problems are caused by airflow, water level, bowl preparation or heat. Allow the shisha to cool before adjusting or dismantling hot components. For weak smoke: 1. Check that t...

71
(0)
  • Top articles
  • Latest articles

Do you have a physical shop?

Category: Knowledgebase

We are now a 100% online business. We previously operated premises in Leyton, but the store closed in November 2024 and is no longer open to customers. Orders can be placed through our website and de...

31,491
(3)

How to set up a shisha pipe safely

Category: Knowledgebase

Use this general guide to assemble and prepare most shisha pipes. Your model may include additional parts or a manufacturer-specific guide. 1. Place the glass base on a flat, stable surface and add w...

1,212
(0)

Male and female shisha mouth tips

Category: Knowledgebase

Male and female mouth tips refer to how the tip connects to the hose handle. A male mouth tip has a narrower end that inserts into the end of the hose handle. A female mouth tip fits over the outside...

5,543
(11)

Damaged or broken glass base on delivery

Category: Knowledgebase

If the glass base of your shisha arrives damaged, cracked or broken, please do not use it. Take clear photographs of: - the damaged glass base; - the outer and inner packaging; and - the delivery lab...

4,173
(30)

Loose shisha glass base

Category: Knowledgebase

If the glass base is loose on the stem, stop using the shisha until the connection is secure. First check that you have the correct base grommet and that it is not split, stretched or worn. A replace...

1,924
(7)

Choosing a shisha bundle

Category: Knowledgebase

Our pre-built shisha bundles are designed to make choosing easier and can include a combination of shisha equipment, flavours, charcoal and accessories. Bundle contents, available options and savings...

1,866
(6)

How to troubleshoot weak smoke, harsh smoke and heat problems

Category: Knowledgebase

Most smoke and flavour problems are caused by airflow, water level, bowl preparation or heat. Allow the shisha to cool before adjusting or dismantling hot components. For weak smoke: 1. Check that t...

71
(0)

How to choose compatible replacement parts and the correct size

Category: Knowledgebase

Shisha parts are not universally interchangeable. Bowls and hoses often use common connection styles, but glass bases, stems, trays, valves, threaded parts and decorative fittings may be specific to a...

55
(0)

When an out-of-stock product will return

Category: Knowledgebase

Stock availability is shown on each product page. Where a back-in-stock notification option is available, use it to receive an alert when the product can be ordered again. We may be able to provide a...

65
(0)

Payment taken but no confirmation email, or your order is still pending

Category: Knowledgebase

If payment appears on your account but you have not received an order confirmation, please do not immediately repeat the checkout. A second attempt could create another payment authorisation or duplic...

64
(0)

What to do if an item is missing or the wrong item was delivered

Category: Knowledgebase

Please check the complete parcel carefully before reporting an item as missing. Smaller components may be packed inside the product box, glass base, bowl packaging or accessory compartment, and some p...

61
(0)

How to cancel or amend an order

Category: Knowledgebase

Contact our support team as soon as possible if you need to cancel or change an order. Please provide your order number and clearly state the change you are requesting. We may be able to help while t...

50
(0)