Help with your order

Yes, you can check out as a guest. VIP points require an account and voluntary participation.

With an account, your order details are under “My orders”. For a guest order, use your order emails or ask our team.

First check your spam folder and the email address used at checkout. If you cannot find the message, contact us so the team can check your order.

It is part of the order details in your order email and account. Include it in an enquiry so we can identify your order.

A change is possible while the order has not shipped. Contact us immediately with your order number and requested change; the team will check its current status.

Cancellation is possible before dispatch. Contact us promptly with your order number; for goods already shipped, see the withdrawal section.

Contact us immediately with your order number and the correction needed. The team checks changes before dispatch; we cannot promise rerouting for a parcel already shipped.

Yes. Review your items, address and payment method before the final order button and correct the details during checkout.

Use “Forgot password” on the login page. If you still cannot access your account, contact the team; never send us your password.

Within Germany, DHL shipping costs €5.90. DHL Kleinpaket costs €3.90 when checkout offers it for your order.

Delivery within Germany is free from an order value of €80 after voucher deductions. Check the final amount and shipping costs at checkout.

DHL usually delivers within Germany in 1–3 working days. Any age verification required during the ordering process must be completed before dispatch. For prepayment by bank transfer, we dispatch after payment is received; any different delivery times are shown during checkout.

The terms generally specify a maximum of 5 working days for Germany. The major campaigns described there can take up to 2 weeks; such differences are shown during checkout.

DHL Kleinpaket is offered only for eligible orders. If checkout does not list it, use the available shipping method; we do not promise eligibility for individual items.

After dispatch, you receive the tracking code by email. If you have an account, it is also under “My orders”.

Check tracking and contact us with your order number and tracking code. Our team checks your specific case; the FAQ cannot promise an individual delivery date.

Send us your order number, tracking code and the status shown. The team checks the shipment; an unchanged tracking entry alone does not confirm loss.

The intended selection includes PayPal, PayPal Pay Later, Apple Pay, Google Pay, Klarna, credit or debit card and bank transfer. Checkout shows which are available for your order.

Not every payment method is available for every order. Use the offered options or ask the team; we cannot enable a missing option here.

Invoice payment is intended for approved customers on request and only for deliveries within Germany. It is not generally available; ask the team about eligibility.

Use the payment details for your order and enter the order number as the transfer reference. Goods are dispatched once payment has arrived.

If payment does not arrive within 14 days, the shipping and payment page says the order is cancelled automatically. It explicitly excludes invoice payment from this rule.

Contact us with your order number, chosen payment method and error message. Do not send full card details or login credentials; the team checks payment status.

Give the team your order number and payment method. A possible duplicate charge or reservation must be checked against the specific payment transaction.

The stated total prices include statutory VAT. Any additional shipping costs are shown before you finish the purchase.

As a consumer, you generally have 14 days from receiving the last item. Send your clear withdrawal notice within this period; the withdrawal policy lists exceptions.

Send us a clear notice, for example by email to kontakt@hookain.de. Include your order number if possible; you can also use the model form on the withdrawal page.

No. The model form is optional; a clear notice by email or letter is sufficient. The link leads to the policy containing the form.

Send the goods back no later than 14 days after your withdrawal notice. Timely dispatch meets the deadline; if unsure, clarify the return process with us.

For withdrawal, you pay the direct return shipping costs. For damage or a defect, contact the team first so your case can be checked separately.

Confirm the return address with our team and include your order number. This gives you the correct return route for your case.

It helps you return the goods and accessories safely, but it is not a condition for valid withdrawal. If it is missing, use suitable protective packaging.

For valid withdrawal, repayment is due no later than 14 days after receipt of your notice, generally to the original payment method. It may be withheld until the goods or your proof of return arrive, whichever is earlier.

On withdrawal from the whole contract, the refund includes the cheapest standard delivery offered. The policy excludes extra costs for a different delivery option you chose.

For sealed goods unsuitable for return for health or hygiene reasons, withdrawal rights end if the seal is removed after delivery. Ask the team whether this applies to your item.

If possible, report visible transport damage to the carrier and contact us with your order number and a photo. Not reporting it to the carrier does not affect your statutory or contractual defect rights.

Write to us with your order number and the item concerned; a photo helps with a mix-up. The team checks your delivery and discusses the next steps with you.

Describe the fault and provide your order number and item. We recommend arranging the return with the team; your statutory defect rights do not depend on that prior coordination.

Participation is voluntary and requires an account. Enable VIP participation in your account; guest orders do not earn VIP points.

The basic rule is 1 VIP point per euro of order value with active account participation. Your account shows the balance actually credited.

The VIP page specifies 17 days after dispatch and receipt of payment. If points are still missing after that, send the team your order number for checking.

VIP-BRONZE starts at 250 points, VIP-SILVER at 1,000, VIP-GOLD at 2,500, VIP-PLATIN at 5,000 and VIP-DIAMOND at 10,000. Your account shows your current balance.

No. Points determine your VIP tier and are neither redeemed nor paid out. Details of your tier benefit are in your account.

Check your account for the current tier and its conditions. If you have a question about applying the benefit, our team can help with your account status.

No. The VIP information excludes tax-banderole items, already reduced items and special offers. Check the conditions on the VIP page and in your account.

After one year without new points, all collected points expire and the VIP tier ends. Your account shows the expiry date; a new purchase earning points restarts the period.

The points balance is adjusted to match the changed order. If you cannot understand an entry, give the team the relevant order number.

Yes, you can end voluntary participation in your account. Ask the team about existing points or your data.

The VIP page lists earlier access to drops and releases as an additional feature. This does not promise any particular item, date or stock.

The Atlas is a private directory of ordered varieties in your account, organised by brand and series. It is voluntary and intended for logged-in adults with delivery addresses in Germany.

No. Your account and orders work without the Atlas; participation uses an unticked consent option. It is available only to adults in the shop for Germany.

A series groups varieties of one brand in one pack size. Your directory also shows the series, image and date for recorded varieties.

Only after the complete order has shipped and the required waiting period has passed. The current participation page says no earlier than 17 days after full dispatch; ask with your order number if entries are missing.

No, the directory is private inside your account. It is not publicly displayed to other customers.

You can end participation in your account, stopping new entries. Request deletion of existing data by email; deleting the account also deletes Atlas data.

The directory has special entries for complete series or brands. They describe your private record; the Atlas does not encourage completing series through more purchases.

Age-restricted items are sold only to people aged 18 or over. The terms describe age verification and personal handover after a successful check; simply confirming your age does not replace the delivery process.

The terms and youth-protection page differ on whether another adult in the same household may accept delivery. Please check with our team before ordering which delivery rule applies to your parcel; we cannot give a general assurance that someone else may accept it.

As the terms specify personal handover after age verification, we do not promise parcel-locker delivery here. Confirm a suitable delivery address with our team before ordering.

Contact the team with your order number and a description of the message. Do not send an ID copy or birth details in chat; the team clarifies the required process.

For an address in Germany, order on hookain.de. For the offered European delivery countries, use hookain.eu or hookain.es in Spanish.

Through hookain.eu or hookain.es, we deliver to EU countries except Germany, plus Iceland and Liechtenstein. Switzerland is not offered; checkout shows the available countries.

Delivery areas are separate. Use hookain.de for Germany; the European checkout does not accept a German delivery address.

When switching between the shops for Germany and European delivery countries, basket and login start afresh. According to the market switcher, changing language within one shop keeps them.

You can read the shop for Germany in German, English and Spanish. Use the language selector; the language does not change the delivery area.

It offers hookahs, bowls, charcoal, accessories and lifestyle products. Use hookain.eu or hookain.es for this range and the offered delivery countries.

The hookah advisor guides your selection. For an individual enquiry, tell the team about your intended setup and the models you want to compare.

Use the bowl category to choose. Check a specific fit with your existing setup using the item details and our team.

The spare-parts finder organises the selection by brand and series. If the match is unclear, send the team the model name and the part you need.

We confirm fit only for specifically supported combinations. Give the team the bowl and device model names rather than deciding from a similar product photo alone.

Use the instructions from the relevant manufacturer. If they are missing or a material question remains, ask our team with the model name; we do not promise universal dishwasher or cleaner suitability.

The shop search and categories lead to charcoal and accessories. Use product details to choose; we can clarify a specific combination with you if needed.

Check the specific item’s included components before ordering. For open questions, tell us the model; an accessory photo alone does not reliably establish the package contents.

On the individual item page and in the shop search. This help page does not quote fixed item prices or stock because they can change.

It relates the price to the reference quantity shown on the item. Compare the same unit instead of judging differently sized packs only by their total price.

The bowl finder in the shop for Germany guides your selection. Use it as a starting point and check the details for your model and intended accessories before buying.

In the shop for Germany, search by brand and variety name or the recorded flavour information. For an enquiry, tell us the brand and item you are looking for.

Use the product information in the shop for Germany and search for the named tobacco type. Our team can help with a specific item if you provide its brand and variety name.

Flavour pages in the shop for Germany group the selection by profiles such as fruity, fresh or minty. Start there or search by brand and desired aroma; specific details are on the item page.

The shop for Germany has a nicotine-free tobacco alternatives category. Check the specific item description; for a setup question, tell the team the product and your model.

The vape advisor in the shop for Germany helps with selection. For a specific enquiry, name the device and component you need so the team can check the match.

Check the manufacturer’s compatibility information for your exact model. If the match is unclear, ask our team with the device and pod or coil names.

We cannot confirm that universally. Your specific device’s instructions determine suitability; tell the team the model and liquid if the manufacturer’s details do not resolve the question.

Before submitting the binding order. The terms exclude applying it afterwards; follow the conditions of the individual voucher.

Check the validity period and restrictions stated on the voucher. If its use remains unclear, ask the team with the checkout error message.

The terms do not provide for cash payment of gift-voucher balances. Read their voucher conditions for validity, remaining balances and redemption.

Use the contact form or email kontakt@hookain.de. For an order enquiry, include the order number and a short description.

Call +49 221 999 88 112 Monday to Friday, 11:00–17:00 German local time. Outside these hours, you can send your enquiry by email.

The service bot answers general questions around the clock. If our team is needed, leave your email address and receive a reply by email, usually the next working day.

Chat can open only when the widget is loaded; in the shop, that follows chat consent. If unavailable, use our contact form or email.

No. The newsletter choice in chat is optional and separate from your service enquiry. You can contact the team without subscribing.

Usually, your order number, affected item and a short description are enough. Never share passwords, full payment details or ID copies in chat.

Email kontakt@hookain.de or use the contact form. The team handles your personal enquiry; the privacy notice explains your rights and contacts.