You will find answers to the most frequently asked questions from our customers below. If you can't find the information you are looking for here, please feel free to contact our customer service via the contact form. Our experts will be happy to answer all your questions!
CAN YOU TELL ME MORE ABOUT EL-BADIA?
The El Badia store, exclusively dedicated to the world of hookahs, has a wide range of shisha pipes and accessories. Aimed just as much at business customers (hookah bars) as at the general public, the El Badia catalogue enables you to find the hookah that fits you to a tee, all at very different prices, from low-cost shisha pipes to luxury hookahs. Our selection only includes quality models as we work exclusively with quality brands such as QUASAR, KALOUD, WOOKAH, STEAMULATION, and many others. As leaders in the shisha market, we also regularly sell exclusive models of hookahs and frequently have exceptional deals directly available on our website so check back often!
Overall, we constantly endeavour to:
- Consolidate our position as market leader in the sales of shisha pipes and accessories, including both online sales and in-store sales, retail and wholesale.
- Guarantee total customer satisfaction thanks to the speed and efficiency of our logistics services as we have set up different teams for each step of processing your order, from order printing, to the packing and shipment of your packages, not to mention a responsive after-sales service.
- Ensure that 95% of orders are shipped the same day for orders placed before 3 pm & to make sure that these are delivered next day (working days only).
- Update our catalogue very regularly so we can offer enthusiasts an exciting and exclusive catalogue reflecting current trends, which of course includes special partnerships with the biggest international shisha pipe brands.
EL-BADIA's Parisian store is located at 75 rue Saint Denis in Paris 1st, metro Châtelet-les-Halles. It is open from Monday to Saturday from 11 am to 7:30 pm. You will find a map on the Parisian Store page.
Our postal address is as follows
75 rue Saint Denis75001 Paris
Contacting the site el-badia.com:
For any questions about online sales on el-badia.com (orders, information, complaints, etc.) you can send us a message via our site's contact form in the section contact.
Contacting the El-Badia store in Paris, 75 rue Saint Denis 75001 Paris
For any questions about the Paris store in the first arrondissement, you can contact the Parisian store every day on 0805011997 (international: +33145312951) from Monday to Saturday from 11 am to 7:30 pm.
HOW CAN I BE SURE THAT I AM CHOOSING THE RIGHT QUALITY PRODUCTS?
EL-BADIA is not just about choice, it's also about quality. Our selection of products, which have made us a household name with the general public and business customers, means we only offer you the very best. In addition to our own EL-BADIA products, a benchmark brand now in the world of shisha pipes, we also work with the most reliable global names in the market, such as QUASAR, WOOKAH, KALOUD, MIG, STEAMULATION, ODUMAN, STARBUZZ and many others besides. The El-Badia guarantee therefore means finding a quality shisha pipe at the fairest price.
HOW DO I KNOW IF A PRODUCT IS AVAILABLE?
All you need to do is head to www.el-badia.com:
Any product you might potentially add to your basket is expected to be available in our warehouse. However, if a product you have ordered is out of stock (which is unusual), our teams will contact you first.
If you are interested in a product that is temporarily out of stock, please go the page for this out-of-stock product and enter your email address so that you will be automatically notified by email when it is back in stock.
CAN I EXCHANGE A PRODUCT IF IT DOESN'T SUIT ME?
From the date the order is delivered, if you are a private individual, you have a period of 14 days to exercise your right of withdrawal, and get a refund. However, products that are incomplete, used, worn, damaged, not returned in the original packaging or soiled are not accepted.
For more information, please see our Terms and Conditions of Sale.
There are 3 steps to follow:
Upon receipt of your order, we send you a confirmation email with an order number. You will be sent a mail about tracking our package a little later.
If you wish to cancel an order that has already been placed, please contact us as soon as possible by message via the contact form. If your order has not yet been shipped, we will gladly cancel it. If it has, you will have to reject the package when it arrives so that it can be returned to us and you can ask for a refund.
For a package that has already been delivered to you, please see our Terms and Conditions of Sale.
HOW DO I CHECK MY ORDER STATUS?
You can track the status of your order by logging into your customer account and clicking on the "Order History and Details" section.
HOW DO I KNOW IF MY ORDER HAS BEEN PROCESSED?
After confirming your order, we send you a confirmation email with an order number. If you did not receive this, please check your spam folder. The order should also be on your online account.
IS IT POSSIBLE TO RETURN MY ORDER?
We are committed to exchanging or refunding any product that doesn't suit you within 14 days (from the date you receive the package). If the product has been used, we are unable to accept a return. You are responsible for paying the return shipping costs.
WHEN WILL MY ORDER BE SHIPPED?
It is shipped the same day if it was ordered from Monday to Friday before 3 pm. If you ordered after 3 pm, the order is shipped the next business day. There is no shipping on weekends and public holidays.
We are committed to refunding you for any product that doesn't suit you within 14 days (from the date you receive the package). If the product has been used, we are unable to accept a return.
HOW QUICKLY WILL I BE REIMBURSED?
You will be refunded via the payment method used, within 48 hours maximum after we receive and check the returned item.
HOW DO I RETRIEVE MY PASSWORD?
In order to retrieve your password, please click "Forgot your password?" and enter your email address to get a new password.
Via bank card on EL-BADIA: Entering your bank card number online is perfectly safe if you pay via a secure payment process, which we offer on our site as we have applied the strictest security measures. Payment via bank card is provided by the BANQUE POPULAIRE group via their secure payment system, known for its online transaction reliability. The transaction between you and SYSTEMPAY is fully encrypted (SSL).
We also accept payment via your PAYPAL account, depending on your country of residence.
IS IT POSSIBLE TO PAY IN INSTALMENTS?
We accept payment in instalments with ALMA depending on your country of residence. It is possible to pay in 2, 3 or 4 instalments.
WHAT PAYMENT METHODS ARE AVAILABLE TO ME?
We accept several types of payment depending on your country of residence:
Our payment solutions are 100% secure and no banking details are stored on our site. Payment by bank card is secure thanks to the SSL protection and encryption system provided by SYSTEMPAY services. The 3-D secure payment is an online secure payment protocol. Deployed under the trade names "Verified By Visa" and "MasterCard SecureCode", 3-D Secure was developed by Visa and MasterCard to reduce the risks of online fraud in terms of fraudulent use of payment card numbers. The purpose of this system is to ensure that the card is used by the real cardholder during each online payment.
The banking information you provide and which is encrypted on your own computer never circulates in decipherable text online. No one can see this data and therefore use it without your knowledge. As well as being encrypted and therefore unreadable, this information is not stored on our servers (which is why you are asked to provide it again for every separate purchase), which prevents any potential fraud.
The credit is linked to your account and you can find it in the "My discounts" section. Simply order and add the credit code to your basket and the sum will be deducted automatically.
IS IT POSSIBLE TO PAY WITH GIFT VOUCHERS?
We do not accept payment by gift vouchers.
WHAT DELIVERY METHODS ARE AVAILABLE TO ME?
We ship the orders express using Chronopost for mainland France and continental Europe, within a timeframe of 24 hours for mainland France, and 2 to 3 days for countries bordering Europe. You have the choice between home delivery or pickup from a collection point.
CAN I HAVE IT DELIVERED TO A LOCATION OTHER THAN MY HOME?
In mainland France, you can have your order delivered to the Relais Pickup collection point of your choice with Chronopost.
Your package is sent the same day if you placed an order from Monday to Friday before 3 pm. Chronopost delivers within 24 hours in France, and 2 to 3 working days for Europe (weekdays only, Monday to Friday).
You can track your package in real time by clicking on the link included in the email confirming shipment of your order. You can also see the tracking link in the "Order History" section.
I DID NOT RECEIVE MY PACKAGE, WHAT SHOULD I DO?
If you have not received your package, please check the online delivery tracking page first. If the problem persists, please contact us via the contact form.
HOW WILL MY PACKAGE BE DELIVERED?
As the French market leader in the distribution of shisha pipes and their accessories, we believe that your satisfaction depends on getting your orders quickly. Our various logistics teams work hard every day to fulfil this commitment:
- EL-BADIA has a genuine EXPRESS delivery service delivering all of your orders across mainland France in 24 hours, and this is free with purchases of 40 euros and over!
- With tens of thousands of packages shipped each year, 95% of orders are shipped within 24 hours of purchase or even the same day if you order before 3 pm!
Our delivery times do not include weekends and public holidays
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Orders placed and confirmed before 3 pm are usually processed and shipped the same day by our logistics teams. We always ship orders EXPRESS in mainland France with delivery in 24 hours (except for weekend and bank holidays).
Delivery across Europe: The delivery time is 2 to 3 days on average.
HOW CAN I TRACK THE STATUS OF MY ORDER?
At each step of your order processing (registration, payment, shipping), an email is automatically sent to you so you can track it in real time. To track the status of your order online at any time, simply log in to the "My Account" space on the site's home page.
WHAT HAPPENS IF I AM NOT AT HOME WHEN MY PACKAGE IS DELIVERED?
Our French customers will receive tracking details about their package by text message or email and can therefore manage delivery by choosing or changing the delivery details.
DO YOU SHIP TO THE FRENCH OVERSEAS DEPARTMENTS AND TERRITORIES?
We ship to the French overseas departments and territories (Guadeloupe, Martinique, French Guyana, Reunion) with a delivery time of 3 to 5 working days. Orders to French overseas departments and territories are tax free but you may have to pay taxes upon receipt.
DO YOU HAVE A LOYALTY PROGRAM?
El-Badia offers its customers an advanced loyalty program with several benefits which can be used over a year. You can see these benefits directly in your Customer Space.
The number of benefits varies depending on the category you are in.
The categories – Bronze, Silver, Gold and Platinum – are set according to the cumulative sum of your purchases on the www.el-badia.com website:
- Bronze: from 1 to 99 euros incl. tax
- Silver: from 100 to 299 euros incl. tax
- Gold: from 300 to 999 euros incl. tax
- Platinum: from 1,000 euros incl. tax
When you reach the next threshold, new benefits are unlocked and appear in your Customer Space.
At the beginning of each year, these benefits are reset based on your category.
Benefits cannot be combined with each other or with other promotional offers.
The loyalty scheme is set until 31/12/2024, it can then be renewed and the categories will be set based on the cumulative purchases of the previous year.
El-Badia reserves the right to extend, suspend, alter, or discontinue all or part of the loyalty scheme.