Frequently Asked Questions (FAQ)



You will find below the answers to the most frequently asked by our clients. In case you do not find the desired information here, do not hesitate to contact our customer service via the contact form. It is with pleasure that our experts will answer all your questions!

Can you introduce me-EL BADIA?


Founded in 1991, El-Badia became famous for being the leader on the French hookah market. Today, we supply most hookah lounges in France with quality products and many accessories. Find all product lines and brands on our website, discover all our exclusive products and get the best prices to buy the hookah that suits you best. Because our company is the leader on the French market, we have a wide range of hookahs: with more than 100 references, we will have something for you. From low price mini hookahs, to more sophisticated glass hookahs, a guarantee of new sensations and elegance, our website allows you to choose the product that suits you best. You will thus be able to buy a hookah for less than 50€ or more premium hookahs if you’re more demanding.

El-Badia is not only a wide range of products, it’s also quality products. Our strict product selection process, which made us famous among the French community, allows us to offer you the best and only the best. We thus work with the most reliable brands in the world such as MYA, FUMO, Narguilem, or even Unity, in order to guarantee your satisfaction when purchasing a hookah with us. The El-Badia guarantee is finding a quality hookah at the best price.

To sum up, we have the ongoing commitment to:

- strengthen our leading position in the market for the sale of hookahs and accessories, whether it is for our distribution channels (online and in-store sales), and our customer segments (retail and wholesale).
- guarantee total customer satisfaction through speed and efficiency of our logistics services thanks to the implementation of different teams dedicated to each stage of your order process. From the reception of your orders in our software, to the preparation and shipping of your packages, and a responsive customer service.
- working effortlessly to guarantee at least 95% of orders shipped the same day for orders placed before 1.00 p.m. & receiving them the next day (business days only).
- renew our catalog regularly to offer a lively and exclusive offer reflecting current trends, and of course building strong partnerships with the best hookah brands in the world.

Where are you located ?


The El-Badia Paris store is located at 75 Rue Saint Denis, 75001, Paris. We are open from Monday to Saturday from 11.00 a.m. to 1.30 p.m. & from 2.30 p.m. to 7 p.m. You will find the map here Our Store in Paris Our postal address is the following:
El-Badia
75 Rue Saint Denis
75001 Paris
FRANCE

How can I contact you?


Log on to el-badia.com For questions related to online sales on our website el-badia.com (orders, information, advice, claims, etc) you can contact us through our contact page (lien clickable) on our website.


Contact El-Badia store in Paris:

El-Badia
75 Rue Saint Denis
75001 Paris
FRANCE
For any questions about our store in Paris, you can call us at +33 (0) 145 312 951 from Monday to Saturday, from 11 a.m. to 1.30 p.m. and from 2.30 p.m. to 7 p.m.

How can I ensure the availability of a product?


All you have to do is log on to www.el-badia.com Any product you are able to add to your cart is supposed to be available in our warehouse. However, if a product you’ve ordered exceptionally expired or is no longer available, our staff will contact you first. In case you’re interested in a product temporarily unavailable, we invite you to enter your e-mail address directly on the product page which is out of stock, so you’ll be automatically notified when it’s available.

Can I cancel an order?


In case you wish to cancel an order already registered, please contact us as soon as possible by message via our contact page or by phone. If your order has not yet been shipped, we will automatically cancel your order. If your order has, however, been already shipped, you’ll have to return the parcel and ask for a refund. We will not accept returns of used products. For a package that has already been shipped to you, please refer to our Terms and Conditions

How can I make sure to choose the right product quality?


El-Badia does not only offer a wide range of products, but also quality products. Our strict product selection process, which made us famous among the French community, allows us to offer you the best and only the best. We thus work with the most reliable brands in the world such as MYA, FUMO, Narguilem, or even Unity, in order to guarantee your satisfaction when purchasing a hookah with us. The El-Badia guarantee is finding a quality hookah at the best price.

What are payment methods and are they secure ?


You can pay by credit card on our website. Entering your credit card information on internet is safe if you do it via a secure payment server, as we have on our website. Credit card payments on our website is managed by BNP Paribas Group via a Mercanet secure payment system. The transaction between the customer and Mercanet if fully encrypted (SSL). The banking information you give are encrypted on your computer, and will never circulate on internet. Nobody is able to use your information without your awareness. Moreover, the information you enter is not stored on our servers (which is the reason why you have to enter your credit card information everytime you place an order on our website).


We also welcome PAYLIB, if your bank offers this type of service, so you do not have to enter any banking information.


You can also pay your orders in cash via YesByCash solutions located near you (which is available after choosing this payment system). You will then have 48 hours to pay your order directly at the YesByCash counters.

How and when will my package be delivered to me?


As the French leader in the wholesale and distribution of hookahs and accessories, we are convinced that your satisfaction requires the in-time delivery of your orders. Our various logistics teams work daily to fulfill this commitment: <br/
- El-Badia ensures the free shipping of your orders under 24 hours for all order over 40 euros!
- With tens of thousands of parcels sent every year, 95% of orders are shipped within 24 hours after purchase, they are sent the same day when ordering before 12 p.m.!


For more information, please visit the Shipping page

What is the procedure to get my order ?


Orders validated before 12 p.m. are usually processed and shipped the same day by our logistics teams. We work with TNT EXPRESS for 24h deliveries. (excl. Weekends & holidays).

Delivery in RELAY Colis :

The packages is delivered to the closest RELAY Colis the morning after your order*
A text message or e-mail notification is sent at every stage of the process
Ability to collect your package from 1 p.m.
Package will be delivered with proof of valid ID
Deliveries on Saturday are included
Automatic return service within 10 days after non-collection by the addressee
Home delivery:

Delivered directly to your door in person against signature
Delivery under 24h and ability to collect from 1 p.m.
Delivery from Monday to Saturday from 8 a.m. to 1 p.m.
Real-time shipment tracking
A text message or e-mail notification is sent at every stage of the process
In case of absence or impossibility of delivery, your parcel is dropped off at the nearest RELAY Colis, you are able to collect it from 2 p.m.

* Or early afternoon in rural areas
** Saturday deliveries only available in big cities. No deliveries on Sundays and holidays.

Large packages might be shipped with other carriers.

European deliveries: Delivery time is on average between 1 to 2 days with TNT INTERNATIONAL.

For more information, please visit the Shipping page

How can I track my order?


At each stage of processing your order (registration, order, payment, shipping), an e-mail is automatically sent to you for time monitoring purposes. To track the status of your order online, simply log on to « My Account » on our website.

What will happen if I am not home when my parcel is delivered?


For French customers, TNT will take the parcel to the closest Relay, which you’ll be able to pick up (with an ID) the same day at 2 p.m.

Can I exchange a product if it does not suit me?


As of day of order delivery, if you are an individual, you have a period of 7 days to exercise your cancellation and refund right. However, we do not accept incomplete, used, worn, damaged for returned products. Products must be returned in the original packaging received. For more information, please refer to our Conditions of Sale.

What is your loyalty program?


El-Badia offers its loyal customers a loyalty program. For every order placed on our website, you earn loyalty points. These points will allow you to get discounts on your next orders: the more you order, the more discounts you get!

How is the number of loyalty points earned calculated?


The number of loyalty points earned is calculated following the amount of your order (excl. Tax & shipping costs). For a 5€ order, El-Badia credits you 1 loyalty point. By logging on to your account you will be able to see your loyalty points, 1 loyalty point equals 0.20€. For example, an order of 100€ (excl. Tax & shipping) corresponds to 20 loyalty points, which is equivalent to a 4€ discount on your next order!

How can I use my loyalty points?


To use your loyalty points, simply log on to www.el-badia.com and go to my account. You can select the loyalty program section to see how many loyalty points you have and use them to get discounts on your next orders.