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 should normally be unused, unopened where applicable, complete and in its original resalable packaging. Opened consumable products, including flavour products, may not be eligible for return for hygiene or legal reasons.
When requesting a return or exchange, provide:
- your order number;
- the item you wish to return;
- the reason for the return;
- whether the item has been opened or used; and
- photographs where the condition, size or compatibility is relevant.
Once authorised:
1. Repack every item carefully, including accessories, promotional items and original packaging.
2. Include the order number and support-ticket reference with the parcel.
3. Use an appropriate tracked service and retain proof of postage.
4. Do not write on or attach labels directly to retail product packaging.
Returned goods are inspected before an exchange or refund is processed. Missing parts, damage caused after delivery, signs of use or unsuitable packaging may affect the amount that can be refunded.
Approved refunds are returned to the original payment method. After we process a refund, your bank or payment provider may require additional working days to display it. Original delivery charges and return-postage costs are handled according to the reason for return, the current published policy and your statutory rights.
Faulty, damaged, missing and incorrectly supplied items follow a different process. Please report those issues promptly and retain the item and all packaging.
Read the current returns and refund policy before submitting your request:
https://www.theshishashop.com/pages/returns-refund-policy
For an unwanted item, it should normally be unused, unopened where applicable, complete and in its original resalable packaging. Opened consumable products, including flavour products, may not be eligible for return for hygiene or legal reasons.
When requesting a return or exchange, provide:
- your order number;
- the item you wish to return;
- the reason for the return;
- whether the item has been opened or used; and
- photographs where the condition, size or compatibility is relevant.
Once authorised:
1. Repack every item carefully, including accessories, promotional items and original packaging.
2. Include the order number and support-ticket reference with the parcel.
3. Use an appropriate tracked service and retain proof of postage.
4. Do not write on or attach labels directly to retail product packaging.
Returned goods are inspected before an exchange or refund is processed. Missing parts, damage caused after delivery, signs of use or unsuitable packaging may affect the amount that can be refunded.
Approved refunds are returned to the original payment method. After we process a refund, your bank or payment provider may require additional working days to display it. Original delivery charges and return-postage costs are handled according to the reason for return, the current published policy and your statutory rights.
Faulty, damaged, missing and incorrectly supplied items follow a different process. Please report those issues promptly and retain the item and all packaging.
Read the current returns and refund policy before submitting your request:
https://www.theshishashop.com/pages/returns-refund-policy