Contact Us
Questions about an order, a return, or which product to choose? Here is how to reach us and what to include.
Before you write
Two things make a reply faster. If it is about an order, include the order number — it starts with S and appears on your confirmation page and email. If it is about a product, tell us what you already own: which device, which pods, which hookah stem. Most compatibility questions are answered in one message when we know that.
What we can help with
- Order status, changes and delivery questions.
- Returns and anything that arrived damaged or incorrect.
- Choosing between devices, and which pods or coils fit what you own.
- Shisha setup questions: bowls, charcoal, heat management and flavour choice.
- Cigar advice on formats, wrappers and storage.
Damaged or incorrect orders
Contact us within 48 hours of delivery with your order number and photographs. We will arrange a replacement or refund without you paying return costs.
When we reply
During UAE business hours, Monday to Saturday. Messages sent outside those hours are answered the next working day.
What we cannot advise on
We cannot give medical advice or make health claims about any product we sell, including whether something is suitable for quitting smoking. For that, speak to a healthcare professional.
Frequently asked questions
How do I check my order status?
Send us your order number, which begins with S and appears on your confirmation page and email. Signed-in customers can also see orders in the account area.
What if my order arrived damaged?
Contact us within 48 hours with the order number and photos. We will arrange a replacement or refund at no cost to you.
Can you tell me which pods fit my device?
Yes. Tell us the exact device you own and we will confirm which pods or coils match it.
When will I get a reply?
During UAE business hours, Monday to Saturday. Messages sent outside those hours are answered on the next working day.
Can you advise on quitting smoking?
No. We cannot give medical advice or make health claims. Speak to a healthcare professional about that.