Answers for your delivery across Europe

You can use guest checkout for orders to European delivery countries. An account is needed if you want to join the VIP programme.

Open “My orders” in the account area of the shop where you ordered. Without an account, refer to your order email or contact our team.

Look for the order email in your spam folder too. If it is still missing, write to the team and include the email address you entered for the order.

Have the number from your order details ready for an enquiry. You can find it in the order email or in your account.

Write to the team as soon as possible about the change you need. Changes are possible before dispatch; your order number helps us check.

Send your cancellation request directly to our team. An order can be cancelled while the goods have not shipped; after dispatch, follow the return guidance.

Ask the team about an address correction straight away and include your order number. Whether it is still possible depends on dispatch status.

Check the delivery country and address especially carefully in the order summary. You can correct your details until you submit the binding order.

The login page of the relevant shop lets you reset a forgotten password. For access problems, ask our team without sharing your password.

Shipping to European delivery countries costs €19.90 with DHL. From an order value of €350, this shipping charge is waived; checkout shows the amount charged by the shop.

For deliveries to our European shipping countries, the free-shipping threshold is €350. The shipping charge for your order appears before you finish buying.

Allow 3–7 working days for European delivery addresses. The delivery time shown during checkout and parcel tracking provide information about your order.

Your dispatch email contains the tracking code for your delivery. You can also retrieve it in your account’s order area if you ordered with an account.

For an outstanding European delivery, send the team your order and parcel numbers. The current tracking status helps us investigate your enquiry.

Include the last tracking status and parcel number in your enquiry. The team checks the delivery against your order rather than estimating a new date.

European orders are intended to support PayPal and Pay Later, cards, Apple Pay, Google Pay, Klarna and bank transfer. Use the options shown at checkout for your delivery country.

The delivery country and individual order determine which options checkout offers. Our team can help with questions about a missing payment option.

Invoice payment for approved customers is not offered for deliveries outside Germany. Choose one of the payment options in the European checkout.

Transfer the payment using the supplied instructions and your order number as the reference. Your European delivery is dispatched after the transfer arrives.

The shipping and payment information provides for automatic cancellation if no payment arrives within 14 days. If you have already paid, please ask the team.

For a payment error, the checkout message and your order number help our team. Please do not include passwords or full payment details.

Tell us which order shows more than one payment amount. The team checks the transaction and payment method; the FAQ cannot initiate a refund.

The shop shows total prices including statutory VAT. Also check the shipping charge for your European delivery address in the order summary. Deliveries outside the EU may incur additional import duties or bank fees. Bank fees may also apply to payments made from outside the EU even when the delivery address is in the EU; see the terms.

The withdrawal policy generally states 14 days from receipt of the last item. Its additional non-EU clause combines several conditions: no affiliation to an EU member state, and sole residence and delivery address outside the EU when the contract is made. An address outside the EU alone does not meet this clause; read the conditions or ask the team about your case.

Clearly inform us of your decision to withdraw, for example by email. Your shop’s linked policy also contains the model form and full conditions.

You are not required to use the model form. A clear notice to us is also possible; use the linked withdrawal page for the form and conditions.

After valid withdrawal, send the goods back within 14 days of your notice. Dispatch before the deadline is what counts; the goods need not reach us within that period. Keep your dispatch proof.

The policy assigns the direct cost of a withdrawal return to you. For a complaint, we recommend coordinating separately with the team so the cost question can be checked for your case.

Before returning your European order, ask for the appropriate return instructions. The team identifies them using your order number.

Pack your return securely, preferably with its original packaging and accessories. A valid withdrawal remains possible without the original packaging.

Repayment following valid withdrawal runs from receipt of your notice: no later than 14 days, usually via the original payment method. Withholding until receipt of the goods or proof of dispatch is provided for, whichever happens first.

For complete withdrawal, the policy provides for refunding standard outbound delivery costs. The surcharge for a more expensive delivery option you chose is excluded.

If a hygiene seal is removed after delivery, withdrawal rights may end for the goods described in the policy. Ask the team to assess your item; the exception does not cover every opened product.

For goods arriving damaged, send the team your order number and photos. Please also inform the carrier of obvious transport damage; your defect rights do not depend on doing so.

Tell us what is missing from the delivery or differs from your order. Your order number lets our team investigate and clarify the case with you.

For a complaint, we need the order reference and a description of the problem. Our team checks the case under the terms’ defect provisions and agrees next steps with you.

VIP uses a registered account and your voluntary participation. Orders without an account login or as a guest do not receive VIP points.

European orders also use the base rate of one point per euro of order value when you participate in VIP. Your account is where to check credited points.

Dispatch and payment are required for releasing your points; the VIP information specifies 17 days afterwards. The team checks your order if there is a discrepancy.

VIP point thresholds are 250 for VIP-BRONZE, 1,000 for VIP-SILVER, 2,500 for VIP-GOLD, 5,000 for VIP-PLATIN and 10,000 for VIP-DIAMOND. Your account shows your applicable tier.

VIP is a tier system: your balance determines your tier. It is not cash credit and is not used as payment for an order.

Your account shows the VIP information that applies to you. Use those details for your tier benefit and how to apply it, or ask our team.

Already reduced items and special offers are excluded from the tier benefit. Check the VIP information and your account for the conditions applying to your order.

Refer to the expiry date in your account. The rule is one year without new points; complete expiry also ends the associated VIP tier.

A return or cancellation can change your VIP balance because the order’s points are corrected. Include the order number for a specific credit query.

Participation remains your choice and can be ended in your account. Contact our team if you need help with the account setting.

In the VIP information, early access means earlier access to certain releases. Refer to the information published for the individual release.

Choose the shop by delivery address: hookain.eu and hookain.es serve the offered European countries. A German delivery address belongs on hookain.de.

Our European country selection covers the EU excluding Germany, plus Iceland and Liechtenstein. Check the delivery-country selector for your destination; Switzerland is not served.

Delivery to Germany is ordered through hookain.de. Switch there for that address before putting your order together.

Switching to another shop does not carry over your basket or login. If you only choose another language within the same shop, the shop notice says both remain.

The European pages are available in English and German on hookain.eu and in Spanish on hookain.es. Your delivery country remains the deciding factor for ordering.

The European range focuses on hookah hardware and lifestyle: hookahs, bowls, charcoal and suitable accessories. Find current items in the categories and shop search.

The hookah advisor is available for the European hardware range. If unsure between models, ask our team with the specific model names.

The bowl category shows the available designs and item details. For fit with your hookah, tell the team the model and the bowl you are considering.

Search the spare-parts finder for your brand and series. If the match is not clear, the team can help using the details of your existing model.

For a compatibility enquiry, the team needs the exact bowl and device names. Pictures alone do not replace a confirmed match between the two items.

Care depends on the specific hardware model. Follow its manufacturer’s instructions and clarify missing information with the team before cleaning.

Charcoal and accessories are part of the European hardware range. Search by item type or tell us the combination you need with your hookah.

Use the included-components information on the item page to plan your setup. Our team helps clarify the model and components needed before you buy.

Check the item directly in the European shop for the prices and availability shown there. Ask our team if the status is unclear.

Where an item shows a reference quantity, its unit price gives the cost per reference unit. Use the same unit on item pages when comparing.

Enter your voucher during checkout. Check that it has been applied before confirming the binding order; the terms do not provide for applying it after that point.

Acceptance depends on the voucher’s conditions, especially its period and excluded items. Send our team the checkout message if an error occurs.

Under the terms, gift vouchers are redeemed for goods rather than converted to cash. The voucher rules contain the details about your balance and its validity.

The contact form in your shop sends your enquiry to our team. Alternatively, use kontakt@hookain.de and include the relevant number for order questions.

Telephone support is available Monday to Friday between 11:00 and 17:00 in Germany on +49 221 999 88 112. Allow for the German time zone when calling.

Chat is currently not enabled in the European shop. Use the contact form or email for a personal team reply, usually on the next working day.

If the chat widget is not loaded, the chat button leads to the contact form. You can also ask by email; the shop’s chat consent is not bypassed.

A service reply does not require a newsletter subscription. Optional newsletter consent concerns the subscription, not whether your question is handled.

Your order number and a description help us identify your enquiry. Confidential login and payment details and ID documents do not belong in your chat message.

Clarify personal-data questions directly with our team. The linked privacy notice contains the responsible contacts and information about your rights.