FAQ's

You can contact us through the following contact methods:

• Email: info@mrshisha.es
• Phone: +34 916 449 846
• Website contact form.

Customer service hours are from 10:00 to 18:00, Monday to Friday, except holidays.

If you have any of these situations:

• I don't know which product to buy.
• I can't place the order.
• I can't make the payment.
• I can't log into my account.

Please do not hesitate to contact us so that we can assist you as soon as possible.

If you are a distributor and/or store, please contact us at info@mrshisha.es so we can tell you the conditions under which we work with B2B.

We ship to the following countries:

• Spain (Peninsula)
• France
• Poland
• Germany
• Taiwan
• United Arab Emirates
• Swiss
• United Kingdom
• India
• Morocco
• Netherlands
• Sweden
• Italy

At the moment, we do not ship to the Balearic Islands, the Canary Islands, Ceuta and Melilla, or to any other country outside the list above.

If you want us to send you a product and your location is not on the list, please contact us at info@mrshisha.es and we will do our best to get your order to you.

At Mr Shisha, we care a lot about ensuring that you receive your products as soon as possible, which is why we work with CTT so that you have them at home within 24/48 working hours from when you place your order.

Unless there are circumstances beyond Mr Shisha's control that may affect delivery, you will receive your order within the indicated timeframes.

Depending on the destination country, shipping costs are as follows:

Spain:

• Orders under €50: €5.99 VAT included.
• Orders over €50: FREE.

Germany:

• 19,95€

United Arab Emirates:

• 45€

France:

• 21,95€

India:

• 50€

Italy:

• 12:50€

Morocco:

• 55€

Netherlands:

• 22€

Poland:

• 16,52€

United Kingdom:

• 25€

Of course! You can exchange or return your product within 30 days of receipt, sending it in its original packaging and in perfect condition, without having been used.

Check exchange and return policies here .

No, working days are from Monday to Friday.

To place an order, select the items you wish to purchase and add them to your cart.

Once you are sure of your choice, follow the instructions on the checkout page to complete your order.

After confirming your order and making payment, you will be sent a confirmation email.

Check your inbox for an email confirming your order. If you don't have it, check to make sure it's not in your SPAM folder.

You can also look in your user account in the orders section and if it has been placed correctly, you will see the order reflected.

If you have any questions, please contact us at info@mrshisha.es.

Once your order has left the transport agency, you will receive an email or SMS from the Agency with the tracking number where you can see the status of your shipment at all times.

There is no minimum order, you can buy any product you want, regardless of the price. To see the price of each one, select the product and a page will open with the full description of the product, benefits, price, etc.

The deadline for cancelling your order is until it is prepared. When your order is prepared, you will receive an email saying "Your order is already prepared" and therefore cannot be cancelled.

Our payment methods are credit or debit card, Paypal, Shop Pay, Apple Pay, Google Pay, as they are the safest methods.

It is possible that at checkout the order is not successful.

If payment is made by credit or debit card, it may fail because the payment gateway detects some data that does not correspond to the card. In this case, to make the payment by card, in the billing address, specify the address to which the card is linked and in the shipping address, specify where you want to receive the order if it does not correspond to the billing address. A charge may appear on your card, but if the order is not placed correctly, it means that we have not received the payment, so the charge on your card will disappear within a few hours or the next day.

If you make the payment through Paypal and the payment is not effective, the system automatically cancels the order. Once the payment has been made correctly on the Paypal platform, the order will appear as valid again so it can be sent.

At Mr Shisha, we care a lot about delivering the best products on the market, which is why it is part of our culture to choose the best materials for all our products and to carry out exhaustive quality tests.

In this way we ensure that all our products are of high quality.

If the website allows you to add the desired product to the cart, it means that there are units of that product in stock.

Otherwise, a "sold out" label appears and you will not be able to add the product to the cart until we have stock of that product again.

If a product is Out of Stock (sold out) it means that we do not have it at that time, you will have to wait until we have stock (units) of the product.

The Mr Shisha account allows you to access the website in a simpler and faster way. By registering your details on the website, you will make your purchases and queries more convenient and faster.

You just have to register as a customer, this way when you place an order you will only have to choose the product and all your data will appear automatically.

You can also view all orders placed since your registration.

If you don't have an account yet, click here and create one right now.

To recover your password, click on the Forgot your password? button and enter your email address to receive a new password.

If you receive a broken or defective product, you must contact us at info@mrshisha.es or by phone at 916 449 846 indicating the order number, attaching photos and a video of the box inside and out and of the product itself in which the breakage or defect can be clearly seen.

In this case, you must contact us at info@mrshisha.es or by phone at 916 449 846 indicating the order number and the missing items.

If everything is correct, we will send you the missing items as soon as possible.

There may have been an incident with the transport agency. We ask that you wait 24 hours more and if you do not receive your order, you must contact us at info@mrshisha.es or by phone at 916 449 846, indicating the order number.

We will review your case and provide you with a solution as soon as possible.