Frequently Asked Questions

Q1. How long does shipping take?

A: Shipping times depend on your location. Standard deliveries within metro regions typically take 3-7 business days. Express shipping is available for Metro postcodes and under 5Kg, with an expected delivery time of 1-2 business days. However, transit times are estimates, and we cannot guarantee your item will arrive within a specified timeframe. For more details, please visit our Shipping & Returns page.

Q2. What if my goods are damaged or incorrect?

A: If you receive a damaged item, you must report it within 24 hours of receipt to qualify for a replacement or refund. The item must not be used and must be returned with the original packaging. Please take a photo clearly showing the packaging, the parcel label, and the damaged item, and send it to enquiry@melbournehookah.com.au. We’ll process the replacement as soon as possible. You can find more information on how to report a damaged parcel here.

Q3. What is the returns policy?

A: You can exchange or return items up to 90 days after receiving them, provided they are unused, undamaged, and in their original packaging. Customers are responsible for the return shipping fee. If you change your mind about a product, we typically do not provide a refund or replacement, unless we choose to do so at our discretion. If we accept a cancellation, you may have to pay a fee reflecting the loss we will suffer as a result of the cancellation.

Q4. What if my order is lost in transit?

A: If your parcel hasn’t been delivered within the estimated time of arrival, please contact us. We will launch an investigation with the courier company, which can take up to 5 business days. If the courier company cannot locate your parcel, we will send you another one or issue a full refund. To claim a refund, the courier company must acknowledge the parcel is lost, and the delivery address provided must be your residential or official address. For Australia Post-delivery addresses, you must provide the PO BOX & Parcel Locker number.

Q5. What are the payment methods?

A: We offer several convenient payment methods for our customers, including PayPal, Bank Transfer, and PayID.