Complaints
Not satisfied? Here's how to submit a complaint and how we'll resolve it together.
Are you dissatisfied with something? Let us know. At ShishaTabak, we do everything we can to provide you with a good hookah, shisha flavour and service, but something can always go wrong.
We take every complaint seriously and work together to find a suitable solution. Below you can read how our complaints procedure works and what you can expect from us.
How to file a complaint
Do you have a complaint about a product or our service? Email us at contact@shishatabak.nl or call us. Clearly state which product it concerns, your order number, and what the issue is. The more complete your report, the faster we can help you.
Is it about a damaged product? Then immediately take photos of the packaging, the shipping label, and the damage. That helps us to resolve it quickly for you.
What you can expect from us
You will receive a confirmation that we have received your complaint. We will respond substantively within 14 days, but in practice usually on the same day. Together we will look for a solution that you are satisfied with.
Depending on the situation, we offer a replacement product, a repair, a discount code, or a full or partial refund. We take every report seriously.
We're happy to help
Free and easy
Submitting and handling a complaint is completely free. If something needs to be returned and your complaint is justified, we will cover the shipping costs. Are you unsure about something? Then simply contact us. Also, check out our frequently asked questions or visit our stores in Almere and Beverwijk.
Frequently asked questions
Frequently asked questions about complaints
How do I file a complaint about my order?
Email us at contact@shishatabak.nl or call us. Clearly state which product it concerns, your order number, and what the problem is, so we can help you quickly.
What happens after I file a complaint?
You will receive a confirmation that we have received your complaint. We will respond substantively within 14 days, but usually on the same day. Together, we will look for a suitable solution.
How soon will I get a response to my complaint?
You will receive immediate confirmation. A substantive response will be provided within 14 days, but often on the same day.
Should I return the product?
Only if necessary, for example in case of a defect. We will then give you clear instructions and guide you step by step through the return process.
What solutions are possible?
Depending on the situation, we offer a replacement product, a repair, a discount code, or a full or partial refund.
Are there any costs involved with making a complaint?
No, submitting and handling is completely free. If there are return or shipping costs and your complaint is justified, we will cover them.
My bong arrived damaged, now what?
Immediately take photos of the packaging, shipping label, and damage. Contact us with your order number, and we'll resolve it quickly.
Can I call instead of email?
Certainly. You can email us at contact@shishatabak.nl or call us. We'd also be happy to help you in our stores.