FAQ - TABLE OF CONTENTS

If you’re new to the culture of hookah (waterpipe) and shisha tobacco or looking for some great upgrades as an experienced hookah user, this guide will help you learn more about the Online Hookah Store. To assist you in finding the answers you require, we have broken our FAQ into categories.

Hookah Beginners Guide Frequently asked Questions - Help Desk - FAQ - Holysmoke Shisha Bar hookah online store

POPULAR QUESTIONS

Goods supplied within Cyprus will normally be delivered by GAP AKIS Express service. For international orders there are Cyprus Post Parcel Priority, UPS, DHL Express services available. For additional information regarding our international shipping please visit our Delivery page.

We ship all orders within 2 business days from the date of your order confirmation. All orders received before 11am (GMT+3) will be processed same day (for Cyprus domestic orders only); any orders placed after 11am (GMT+3) will be processed on the following business day.

If and when packages are lost, delayed or damaged while being shipped to you, our company will not be able to offer a refund or resend the products until the respective shipping / logistics company or organisation has effected an investigation. This, depending on the chosen delivery method may take up some time, in the case of the Cyprus Postal Service – 15 working days for Cyprus orders, 20 working days for EU orders and 25 working days for international orders from the date of posting.

Don’t be worry, just log in to your account. Go to “My Orders” and click “View Order.” Then click “Track Your Order”. Voila! That was easy. We are also always at your disposal here >>>.

We accept all major cards (Visa, MasterCard, American Express) in addition to PayPal. For domestic orders within Cyprus, Cash on Delivery service is also available.

The Consumer shall inspect the goods immediately upon receipt and shall notify us within 7 working days of delivery confirming in writing if the Goods are damaged or do not comply with any of the contract. If the Consumer fails to do so the Consumer shall be deemed to have accepted the goods.

Some products are an oral product once opened and used, it cannot be returned. Orders can be cancelled any time prior to shipping. Once shipped if returned unopened, the Consumer will be responsible for both the outbound and return shipping costs plus any restocking fee deemed necessary, up to a maximum of 10% of the purchase price.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

SHIPPING AND DELIVERY OPTIONS

Goods supplied within Cyprus will normally be delivered within 3 (three) working days of acceptance of order. 

  • GAP AKIS Express (Pickup by you at the closest AKIS Courier Office to your shipping address) – € 3 ;
  • GAP AKIS Express (Deliver to door within city limits). May not deliver to door in villages and surrounding areas, main towns only – € 7 ;
  • For Larnaca customers, there is a “Pick up from Store” solution otherwise you are getting your order delivered to your door. See more… ;
  • Cash on Delivery is only available within Cyprus. Cash on delivery charges apply to the receiver of the products. These must be paid in full upon delivery.

Available on orders more than € 60 within Cyprus. We will send it for you to pickup at your local GAP AKIS Express branch. Feel free to mention your desired GAP AKIS Express branch location at “Additional Notes” section upon checkout. Orders received by or before 11.00 am on working days will be processed and sent out the same day. Orders received after 11.00 am will be processed and posted the following working day.

Yes, we ship worldwide. We use Cyprus Post Parcel Priority Service by default. Orders are shipped on business days only. Business days are Monday-Friday, excluding public holidays within the Cyprus. Once your order ships, you will receive a confirmation email with tracking information.

CYPRUS POST Parcel Priority Service – with tracking number:

  • European Union Countries (5+ working days)
  • Rest of the World (10+ working days depending on your country’s location)
  • Please note that we might experience slight delays due to COVID measures and restrictions. Thank you in advance for your patience.

UPS or DHL EXPRESS Delivery Services:

  • You can easily upgrade your package to UPS or DHL Express for their premium speed, alerts, and delivery options.
  • UPS Parcel Delivery Cost  Quote >>>click here
  • DHL EXPRESS Shipping Cost Quote >>>click here
  • Please settle your order with standard shipping and >>> CONTACT US for your delivery method upgrade!

If the country of delivery is not within the EU then any additional charges for customs clearance must be borne by the consumers. Our company has no control over these charges and cannot be held responsible for these charges. Consumers are advised to contact their local customs offices.

Please note that according to the current EU law, the delivery of shisha tobacco (waterpipe tobacco, hookah tobacco, hookah molasses) is only possible within Republic of Cyprus.

PAYMENT

We use the Secure Sockets Layer protocol (SSL) with an encryption key length of 256-bits (the highest level commercially available). Therefore, your payments are absolutely safe.

This website accepts Visa, MasterCard, American Express cards and processes cards securely through trusted payment gateways (via PayPal). For domestic orders within Cyprus, Cash on Delivery service is also available.

Please get in touch with your local customs office to find theses rates out before you purchase. Thereby you will avoid unpleasant surprises.

ORDERS

All your orders are fulfilled by our warehouse, located in Larnaka, Cyprus.

Domestic orders (delivery within Cyprus) received by or before 11:00am on working days will be processed and sent out the same day. Orders received after 11:00am will be processed and posted the following working day.

International orders are shipped on business days only (within 2 (two) business days). Business days are Monday-Friday, excluding public holidays within the Cyprus.

Orders can be cancelled any time prior to shipping. You have to email us at support@holysmokeshishabar.com.cy to let us know you have to cancel.

Why do you have to be quick with your decision? Because we are lightning fast with preparing and shipping your desired order! 

PRODUCTS

Not in the traditional way, currently we operate only as an Online hookah (shisha tobacco) store based in Larnaca, Cyprus. But we do provide a “Pick up from store” option for you – and its FREE! Here is our address: 2 Agiou Georgiou Makri, Sveltos Court, Shop 2, Larnaca, Drosia, 6036 (НАШ АДРЕС ДЛЯ ПОЛУЧЕНИЯ ЗАКАЗА В МАГАЗИНЕ С ТИПОМ ДОСТАВКИ: САМОВЫВОЗ)

Of course, we will! If you would like to confirm whether a specific item is available, or if it will be restocked, please contact us at support@holysmokeshishabar.com.cy or just follow us on social media! Also feel free to sign up for our Newsletter – to get your updates and notifications first. 

We supply you only the finest tobaccos (both dark leaf and blonde leaf hookah tobaccos) from around the globe (Spain, Germany, USA, Russia, India, Jordan). Modern water-pipes, hookah bowls, glass bases (vases), organic coconut charcoal, hookah tongs, electric heaters (burners), personal mouthpieces and other accessories at very competitive prices are always in stock at our website. Whatever you need for your perfect shisha experience we aim to deliver. Don’t hesitate to regularly track our sales promotions and special offers!

PACKAGING

Each product is carefully packaged and safely shipped in an individual box. Most of our packaging materials are 100% biodegradable and compostable. Our packaging is super tight, waterproof and tough, to ensure that your goods are perfectly protected till they’ll reach your doorstep.

RETURNS

Our refund and returns policy last 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To return your product, you should mail your product for MOZG LTD to our address: 2 Agiou Georgiou Makri, Sveltos Court, Shop 2,Larnaca, Drosia, 6036, CYPRUS.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@holysmokeshishabar.com.cy.

We only replace items if they are defective. If you need to exchange it for the same item, send us an email at support@holysmokeshishabar.com.cy and send your item for MOZG LTD to our address: 2 Agiou Georgiou Makri, Sveltos Court, Shop 2,Larnaca, Drosia, 6036, CYPRUS.

We love quality shisha tobacco and hookah products, but the one thing we love more than that is to make you satisfied! Whatever you need for your shisha experience we aim to deliver lightning fast. We are here with you with great variety of products carefully selected from all over the world – whatever you search for, you’ll definitely find here >>>.

And also note that you can reach us out 24/7 days a week!

We wish you all the best! Stay well, stay safe and Happy Clouds!

Are you new to hookah ? Just starting your shisha adventure ? We’ve been there ! We are here to help you out with our hookah blog, where you will find hookah tips, valuable information and useful guides at a glance! You are more than welcome.

Please check out our beginner’s guide on how to avoid common mistakes and to set up hookah for a maximum enjoyment!

Please check out our beginner’s guide of how to set up a hookah properly! Right there, in the step 4 you will find how prepare shisha tobacco and how to pack your hookah bowl.

Please check out out blog spot for top 10 Fumari and top 10 Afzal hookah tobacco flavours of all time!

Don’t be lazy and carefully read our in-depth guide on how to clean your hookah. We live – We learn, fellow hookah lover!

You are welcome to contact us in any convenient way!

Join Our friendly community by simply following us on social media! Also feel free to sign up for our Newsletter – to get all our updates and notifications first.

Items on Sale are the products that have been marked down permanently until sold out, and you can always find them on the “Sales, Special Offers and Discounts” page on our website (Пροσφορές). 

Promotions (or promos) are temporary offers within limited amount of time. This might be connected to a short-term sale, a special holiday offer, or just because we love you and simply wanted to cheer you up. So stay Tuned! At the end of the promo period, products will go back to their original full price.

Got more questions or still need help on your hookah journey?

Please contact us at support@holysmokeshishabar.com.cy and we’ll be happy to assist you. Happy Clouds!