FAQ English

FAQ – Frequently Asked Questions – English

Please consider that the time for customer complaints is limited to 7 days after the receipt of the order (excluded problems developping in a product).

General notes

How to proceed an order:

- Choose the items you'd like to order and put them into the shopping cart.

- Afterwards, you will get to the paying methods and shipping options by clicking on "Zur Kasse" or "check-out".

- Indicate your personal datas (name, email-address, etc).

- Choose your preferred paying method and follow the given instructions. After choosing "Vorkasse/bank transfer" you will receive the needed bank informations with the confirmation mail. Please consider that your order will be shipped AFTER the receivement of the payment.

- Indicate the billing address and the delivery address. Please verify if you typed in a house number and if the given postal code and destination country are correct. Mistakes concerning the delivery address are in your responsibility. If you chose the wrong destination country, there can be additional delivery costs correspondant to the delivery costs to your area. If you notice any mistake, please contact our support. 

- Accept our AGB's and the data protection rules.

- After "Bestellung Abschließen" "complete your order" you will receive a confirmation mail with the bill and details of your order. If you don't receive a mail, please check your spam file and the email address in your account. 

- After we receive your payment, you will get a mail with the information that your order is now going into the shipping department. 

- When your package is shipped, you will receive a shipping confirmation and your tracking number. 

- After you receive the package, the ordering process is completed. If there are any mistakes or  anomalities, please read in our FAQ's and follow the given instructions. 

Please consider that orders are proceed Monday to Saturday noon and that we are closed on sundays and german public holidays. Deliveries may be subject to delays caused by corona, you find more information on the website of your local supplier.

Thank you for your faith in us!

I I have a question while ordering:

1. Which paying methods do I have?

   You can pay with „Vorkasse“ bank transfer, credit card, Klarna purchase on account, Klarna hire purchase/installment buying or Klarna instant transfer.

    

2. Why can't I pay with Paypal?

   Paying tobacco products with PayPal is impossible.

    

3. How much time does the delivery take?

   In Germany the delivery time takes up until 3 days (after the delivery), abroad, the delivery time depends on your location and the local supplier. Conditional on Corona there can be delays in delivery.

II I have a question concerning the payment:

4. How do I pay with „Vorkasse“ bank transfer?

   After ordering, you'll receive a confirmation mail with the bank details given. Please type in your order number as purpose so we can relate the payment to your order.

    

5. How do I pay with credit card?

   After choosing „credit card“ you will be forwarded to the correspondent site and there you will get the needed informations.

    

6. How do I pay with Klarna?

   After choosing „Klarna hire purchase/installment buying, Klarna instant transfer“ you will be forwarded to the correspondent site and there you will get the needed informations. If you choose „Klarna purchase on account“ you will receive an email within a few days with the paying instructions.

    

   In either case, please type the reference number you got from Klarna as the purpose pf the bank transfer. Otherwise, your payment cannot get related to your order and the money will be re-transferred to your bank account. Your order is then still not paid. If you don't pay in time, there can be default charges from Klarna, so please pay attention.

III I already ordered:

7. Why didn't I receive an order confirmation?

   Please check if your email address is correct and please check your spam file. If you didn't find a fault or the mail, please contact our support.

    

8. Why didn't I receive a delivery confirmation?

   Please check if your email address and the delivery address (we do need a house number) is correct and please check your spam file. If you didn't find a fault or the mail, please contact our support. Please check also, if you already purchased the payment or if there is another problem. Otherwise, please contact our support.

    

9. How do I cancel my order?

   Please contact our support under specification of your name, your order number or your customer number. If your order was already sent out, a cancellation is not possible.

    

10. I didn't receive my order since several days.

    Please check if your delivery address (we do need a house number) is correct and please check if we already sent you an email (please check your spam file too). If you didn't find a fault or the mail, please contact our support.

     

11. There is a problem with my delivery.

    Please contact our support under specification of your name, your order number or your customer number and describe the problem briefly.

IV I already got my package:

12. I received the wrong product.

    Please contact our support under specification of your name, your order number or your customer number and describe the problem briefly. Please send us pictures of the products to support@my-shisha.eu (please give us your order number too)

     

13. My product is damaged.

    Please contact our support under specification of your name, your order number or your customer number and describe the problem briefly. Please send us pictures of the products to support@my-shisha.eu (please give us your order number too)

     

14. At least 1 product is missing.

    Please contact our support under specification of your name, your order number or your customer number and describe the problem briefly. Please send us pictures of the products to support@my-shisha.eu (please give us your order number too)

     

15. I want to return a product.

    Please contact our support under specification of your name, your order number or your customer number and describe the problem briefly. Returning is only possible within 14 days after the receipt of the order, the refund is made via the same method you paid, if we didn't arrange something else. Please consider that products on sale, B-flow products and tobacco products are excluded from return.

     

16. Where do I return products?

    Please contact our support first, don't send us products without agreement.

    Returning address:

    My Shisha Europe GmbH

    Bahnhofstraße 9a

    66740 Saarlouis

    Deutschland/Germany

V Wie registriere ich mich als Händler?

- Click on "Als Händler registrieren" or "register as a merchant" to our B2B portal.

- Please indicate your personal datas. Afterwards, you'll receive a mail with the confirmation, that you want to change the status of your customer account.

- Please send us a proof of your company registration via mail (to wholesale@my-shisha.eu), so we can update your status to merchant.

- After the receivement of this proof (photo, scan, etc) we will update your status. You will receive a confirmation mail.

Now you are registered as a merchant and can use our B2B portal.

VI You didn't find your question?

Please contact our support.