FAQ - Frequently asked Questions

The Kaya Shisha FAQ gives you the opportunity to get more information on topics such as ordering, shipping, payment options or return .


Q: Who can order something?

A: Only customers who are registered with us can order goods on kaya-shisha.de.

Q: Can my order be changed later?

This depends on how you ordered or paid for your goods:

  1. If you have paid for your goods directly via Giropay, debit card or Sofortüberweisung, a change may not be possible not anymore.
  2. In the case of an order with payment by cash in advance or cash on delivery, there is the possibility to change your order after agreement, if the goods have not yet been handed over to shipping. Turn in both cases in case of queries trusting to our customer support. If possible, we are happy to help.

Q: Is there a minimum order?

A: There is no minimum order value, with the exception of orders that are made by cash on delivery. For these orders the minimum order value is 75,00 €.

Q: Is there a maximum amount for orders?

A: The maximum order value per order is 800,00 €. For larger orders please contact us by mail or phone.

Q: What do I have to consider when buying tobacco?

A: We do not sell and deliver tobacco outside of Germany. If you purchase shisha tobacco within Germany, you have to undergo an age test as a buyer for reasons of youth protection. Out For the same reasons, consignments containing tobacco may not be delivered to a packing station or may be accepted by persons other than the customer.


Q: When is my order with me?

A: We ship our products within 2-3 working days after receipt of payment. (Exception: If the order volume is high, the processing time can be extended up to a maximum of 5 working days). The rule runtime for delivery by DHL is (within Germany) between 2-4 working days.

Q: Which countries do you ship to?

A: We supply our customers worldwide.

Q: With which logistics company is sent?

A: We ship our goods exclusively via DHL (Premium Shipping).

Q: Do you deliver to packing stations?

A: Yes. Just enter your postal number in the "Company name" field when placing your order and enter the number of the packing station in the address field. Please also leave a short note in the Comments box. Exception: If the order contains tobacco or other goods that require an age check, delivery to a Packing Station for reasons of youth protection not is possible. Please Note: Since 2018, cash on delivery to Packstations is no longer possible!

Q: Will my package be packed neutrally?

A: Yes. All shipments are packed neutrally. The sender is PCP-Trading GmbH.

Q: Who can accept my package?

A: Here are the DHL guidelines. In addition to you as a customer, family members, other members of your household or even direct neighbors can accept packages. There is also the possibility of one Specify destination or preferred neighbor, to which the delivery can be made. Exception: For the protection of minors, only you, the designated recipient, are entitled to receive the parcel to accept.

Q: Do I get a tracking number?

A: Yes. Upon receiving the shipping confirmation you will receive a tracking ID for your package. With this you can view the status of your parcel via the DHL consignment tracking. Please note that our Parcels are picked up in the morning and often arrive at the shipping center only at noon. For this reason, the shipment number is often available only in the afternoon. Note: Received after completing your order First, an order confirmation. However, this does not contain a tracking number. In the event that you have not received a shipping confirmation, please check first if they are intercepted by your SPAM filter has been. If not, contact our support to receive your Tracking ID at a later date.

Q: How much are the shipping costs?

A: This depends on whether the delivery takes place within Germany, in other EU countries or outside the EU:

  1. Within Germany: If the order value is less than € 29.00, the shipping costs are € 5.20. Orders over 29.00 € are free shipping.
  2. To other EU countries: The shipping costs are EU insured shipping € 15.00. Orders from 199,00 € are free shipping.
  3. Deliveries outside the EU: We charge € 25.00 for deliveries via the worldwide insured shipping

Q: Is there a possibility of a free shipping?

A: Yes. Within Germany, the shipping costs for orders from 29.00 €. Delivery to other EU countries is also free of charge, provided that the order value is over 199,00 €.

Q: Can I pick up my goods myself?

A: A pickup by the customer is only possibl after prior agreement with the PCP Trading GmbH and cash payment for goods.


Q: Which ways can I pay?

A: We accept payments via Sofortüberweisung, Giropay, cash in advance / bank transfer, cash on delivery as well as common credit cards / debit cards (Visa, MasterCard).

Q: Can I order with invoice?

A: No, an order on invoice is currently not possible.

Q: Will there be more costs for me?

A: If you place an order within Germany, this is not the case, unless you pay on delivery or order outside Germany . For orders via cash on delivery, which are only possible from an order value of 75.00 €, we charge an additional fee of 2.50 €. For orders outside of Germany to the recipient country, however, more can Fees apply, such as: VAT, Customs duties, Account or Risk Fees.


Q: Can I return an order?

A: Yes, that is possible.

Q: How long can I return a shipment?

A: After receiving the goods you have 14 days to return the ordered goods.

Q: Can I return an opened package?

A: Yes and no. If you have ordered an item and notice upon receipt of the item that you no longer want it (for example because you do not like the color or a spare part does not fit) you can give it back on condition that it is still unused. In this case, contact our support immediately, so that we can help you. We do not take back perishable goods such as food or tobacco, where the tax seal has already been broken.

Q: Can I return a used article?

A: No, this possibility does not exist.

Q: What do I have to do to return an order?

A: If the value of the goods exceeds € 40.00, please contact our customer support directly. You will receive from us a return slip via email, with which you can order the product for free can send back. If the value of the ordered product falls below 40.00 €, send the item back to us (at your own expense). For this case you will receive a Returned Goods along with the invoice, which you have to fill and add to the goods.

Q: Who pays for the cost of the return?

Rücksendung DHL Retoure

A: For returns within Germany, we will refund the shipping costs, if the delivered goods do not correspond to the ordered goods. You will receive one from us DHL Retourenschein (Return) by e-mail, please print out and paste filled out on the goods packaged ready for shipping. We also assume the costs if the delivered goods, while the ordered, but you do not like (condition: the Value of goods exceeds 40,00 Euro, the goods are fully or partially paid, the return is within the 14-day period).

Q: The received goods are damaged. What do I have to do to get a replacement?

A: Upon receipt of damaged or non-functional goods we need proof from you. Send us photos of the damaged goods by e-mail. The deadline in which transport damage must be reported is 5 days . In the case of justified complaint, you will receive a refund of the value of the goods or a replacement delivery at our expense. The return of damaged Goods are unnecessary.

Did you not find the information you need in our FAQ or on our information pages? Then turn to our trustingly Customer Support! We help you anytime!