Free Shipping on all Hookahs and orders over $95 within Australia. The shipping fee will be charged for customers from New Zealand and the United States.
All orders are shipped via Sendle or Australia Post or Courier Please
We provide shipping to regional and remote areas (Northern Territory & Western Australia) free of charge. However, we encourage customers to avoid using PO Box and Parcel Locker addresses as Australia Post is the only provider that allows PO Box and Parcel Lockers. As a result, using Australia Post for PO Box and Parcel Lockers can cause delays in orders being received.
Pickups can be arranged in Melbourne by appointment. Please note we are an online business we ship from a local warehouse and do not have any stores in Australia. To arrange an appointment to pick up your items, please contact via [email protected]
Within Metro postcodes, standard delivery times is 2-7 business days, Regional postcodes 5 – 10 business days. Local pick-up is available by appointment. Express shipping is only available for Metro postcodes (excludes premium range Shisha and Khalil Mamoon due to weight and size) and under 5Kg, please allow 1-2 business days. Should your order be delayed, Melbourne Hookah is not responsible for postage delays once the order has been dispatched to the postal organisation for transport as this is beyond our control. Transit times are strictly estimates, therefore, we cannot guarantee your item will arrive within a specified timeframe.
Estimate Delivery time
All orders are shipped via Australia Post or Courier Please at the following rates:
|Australia (over $95)||Free|
|Australia (under $95)||$7.95|
|Australia (Metro Area)||1 -3 business days|
|Australia (Regional Area)||5 – 10 business days|
|New Zealand||3 – 8 business days||$12|
|Rest of World||5 – 12 business days||$12|
EXCHANGE, REFUNDS, DAMAGED ITEMS.
Exchanges and returns are available up to 90 days after receiving your item. Items eligible for exchange and returns must be unused, undamaged, and in its original packaging. Customers will be liable for the return shipping fee for exchanges and refunds.
Broken items and replacements: Due to some of the products we sell at Melbourne Hookah are made out of fragile material, we acknowledge potential damage could occur during transit. As such, if you receive your order damaged, contact must be made within 48 hours of receiving your item in order to receive a replacement or refund. The item must not be used and be returned with the original packaging.
Photo Evidence required when reporting Damage items.
Please upload a photo, clearly showing:
• The packaging
• Parcel label
• Damaged items
Change of Mind:
Returned in its original condition;
in its original unopened/unused and sealed packaging; and
accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase).
Except as set out above, Melbourne Hookah shall not provide a refund or replacement if you simply change your mind, unless Melbourne Hookah chooses to do so at its absolute discretion.
If we do accept such cancellation, the customer must pay an amount to us which in Melbourne Hookah’s reasonable view reflects the loss that we will suffer as a consequence of the cancellation. Melbourne Hookah shall set off this amount against any moneys already paid to us by the customer for this product and refund the balance.
Please contact us If your parcel has not been delivered within the estimated time of arrival. Once you report a delayed parcel to 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, then we will send you another parcel or issue you a full refund.
To claim a refund on a parcel following conditions must be met.
- Courier company must acknowledge the parcel is lost.
- Provided delivery address must belongs to you, be it Residential or Official.
- PO BOX & Parcel Locker number must be provided for the Australia Post-delivery addresses.