Shipping

UK delivery is free on orders over £100. Orders placed by 3pm, Monday to Friday, are usually sent the same day. The expected delivery date is shown at checkout and in your order confirmation email. All delivery dates are estimates.

UK

• Delivery options: the options and prices for your address are shown at checkout.
• Same-day delivery: available in parts of London and the surrounding area, Monday to Friday. If it's available for your address, you'll see it at checkout.
• Collection: free from our Wembley warehouse, Monday to Friday, 12pm to 5pm. Please wait for our email saying your order is ready, and bring your confirmation email. You may be asked to show photo ID and the payment card used for your order.
• Weekends and bank holidays: we don't send orders on these days. Orders placed then go out on the next working day.

Outside the UK

• The options and price for your country are shown at checkout. If your country isn't offered, please contact us at cs@shishagear.com.
• Times and prices are estimates. Surcharges may apply.
• Import duties, VAT and local taxes are not included. They are your responsibility, and are payable when your parcel arrives.
• Customs checks in your country can delay your parcel.
• Refused or unclaimed parcels. If you refuse a parcel, don't pay the import charges, or don't collect it, and it comes back to us, we refund you once it arrives, minus the cost of returning it to us and any charges we have to pay on it.

Prohibited items: USA and India

We do not ship the following to the United States or India. Checkout will not accept an order for them to an address in either country.

• Shisha tobacco and flavours: every brand and every size.
• Kits, sets and bundles that contain a shisha flavour.
• Charcoal in boxes of 5kg or more: this includes lounge packs and lounge cases.
• Charcoal in kits and bundles: kits and bundles that include charcoal are sent to the USA and India without the charcoal.

Everything else can be shipped to the USA and India. If an order containing a prohibited item reaches us, we cancel and refund that item.

Age restriction

Shisha tobacco is sold only to adults aged 18 and over. We use age verification checks. If we can't verify your age, we may ask for proof of age, and cancel the order if it isn't provided.

Your delivery address

Please check your address at checkout. We can't change it once your order has been sent. If a parcel is delayed or lost because the address given was wrong or incomplete, we are not responsible for re-sending it free of charge.

If something goes wrong

• Late parcel: check your tracking first, then contact us at cs@shishagear.com with your order number.
• Damaged parcel or missing items: please tell us within 48 hours of delivery, with photos of the parcel, packaging and items, and any CCTV or video doorbell footage of the delivery. Keep all the packaging until we have replied, as the courier may need to inspect it.
• Parcel marked as delivered but not received: tell us within 48 hours. Check with neighbours and any safe place first, and send us any CCTV or video doorbell footage from around the time of delivery. We will open an investigation with the courier, and can only offer a resolution once the courier's investigation is complete.
• Returns and refunds: see our Refund policy.