Frequently Asked Questions (FAQ)

Shipping

We have two delivery options: the standard delivery takes 2-4 working days from dispatch, the express delivery takes 1-3 working days from dispatch.

We do not offer in-person collection

If you order using the express method before 3pm Mon-Thur, you might receive the product the next-day, however it may also take an extra day.

Please be patient, the express shipping is estimated and not guaranteed. Delays may occur due to Covid, Weather, and Holiday seasons.

Please contact us and we will help you solve the problem.

Although we aim to have your order dispatched within 24hrs, this is not guaranteed. Please be patient and it will be dispatched the next working day.

Please email us at info@shishaondemand.com and we'll investigate.

If the item is shown as delivered on the tracking with photo evidence we cannot offer any refund or replacement. It is the responsibility of the buyer to select a safe place with the courier if they are not going to be home at the time of delivery.

All fragile items are individually wrapped with protective packaging and boxes are marked as fragile. We have vast experience in shipping fragile items and you should not be worried. If anything does arrive damaged it is due to extreme mishandling by the courier, we will replace, refund, or discount any items that arrive damaged.

Returns & Exchanges

Please visit our refund policy and fill out the refund form if eligible

If you purchased in the last 14 days you are likely eligible for a free return, please visit our full refund policy

Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

If an item is missing from your order it must be reported within 3 days of the delivery date to be eligible for a replacement or refund. We have sole discretion in deciding whether or not to provide a refund or replacement.

If an item arrives damaged it must be reported within 2 days of the delivery date to be eligible for a replacement or refund. We have sole discretion in deciding whether or not to provide a refund or replacement.

We do not replace or exchange items with small inconsistencies or scratches due to manufacturing. However, any major issues will of course be dealt with.

We do not accept returns on any item that has been used.

Please get in touch with us at info@shishaondemand.com

Please first check the listing of the item that is damaged, if there is a disclaimer on the description warning of the damage, this will not be replaced.

Any damage must be reported within 2 days of the delivery date to be eligible for a replacement or refund. We have sole discretion in deciding whether or not to provide a refund or replacement.