Faq Sections
About El-Badia
Products & Availability
What types of shishas & hookahs does El-Badia offer? From classics to luxury for all enthusiasts
Find all trends, from compact travel units to premium models for the purest experience, at the El-Badia store. Personalize your hookah with a full range of accessories (vases, bowls, heating systems, tobacco-free flavors). El-Badia’s team guides everyone, from first-timers to pros.
See the full collection and the latest launches: El-Badia New Arrivals.
Loyalty programme
The El-Badia loyalty program is a four-level system recalculated annually according to your total purchases (excluding vaping products, which do not count towards the total) :
- Bronze: €1 – €99
- Silver: €100 – €299
- Gold: €300 – €999
- Platinum: €1,000 and above
Each tier brings extra benefits—discounts on flavors, charcoal, accessories, gifts, and access to private sales. Your current level and perks are always available in your account and automatically applied at checkout.
Levels are reassessed every year to ensure customer loyalty is continuously rewarded. For full details or to enroll, visit the loyalty program page.
All your El-Badia loyalty advantages are available at any time in your Customer Area. Within this personalized dashboard, you can instantly see your current level, all unlocked benefits, and active offers.
Track your progress in real time, plan purchases to reach the next tier, and make the most of each reward at checkout. Just log in before placing your order: benefits are automatically applied to your cart.
Care & Use of Products
Regular maintenance is essential to ensure that your shisha lasts as long as possible and always provides a pleasant experience. Here are a few tips to keep your shisha in top condition:
- Cleaning after each use
Rinse the vase in hot water immediately after use. Use a special shisha brush to remove any residue. Also clean the body of the shisha with a special brush designed specifically to reach hard-to-reach areas. Find our different shisha cleaning products and shisha brushes here.
- Deep cleaning
For a more thorough clean, we recommend using EL-BADIA SHISHA CLEANER Powder. This powerful solution offers several benefits: it effectively removes stubborn stains, unwanted odors and lime deposits. It disinfects your hookah for a more hygienic experience and makes your hookah shine, restoring its original shine.
To use Shisha Cleaner, dilute two teaspoons of powder in 1 litre of hot water. Immerse your shisha parts in this solution for 5 to 10 minutes, then rinse thoroughly with clean water. This method ensures thorough cleaning and optimum disinfection of your shisha.
- Maintenance of the various parts
Firebox: Empty it after each use and clean it with a sponge and liquid soap.
Pipe: Make sure it is washable, then rinse it with water and shake it to remove any residue.
Seals: Simply rinse with water, or soak briefly in soapy water if necessary.
By following these regular maintenance tips, you'll considerably extend the life of your shisha while guaranteeing quality sessions every time you use it.
To get the best from your heat management device available at El-Badia—whether it’s a Kaloud Lotus (I+, II, III), a Quasar Raas, a ARC V3, ONMO HMD, Na Grani, or other models—follow these basic steps:
- Light your natural coals (cubed 25-27mm) on an electric burner until fully glowing.
- Fill the compatible bowl with your preferred tobacco or herbal mix—airy, not overpacked.
- Place your heat system (Kaloud, Quasar, ARC V3, ONMO, Na Grani…) directly on the bowl, according to compatibility.
- Put the glowing coals in the device’s chamber (2-3 cubes recommended, except 1 for Cyclop/El-Badia P1 HMD). If your system has a lid, close it.
- Wait 4–5 minutes for the session to reach optimal temperature and then begin smoking.
Warning: Never preheat your device on a burner—this risks serious damage. All heat should come naturally from the coals.
- Adjust the amount of coal based on desired intensity and device recommendations.
- Handle hot parts using isolated handles or tongs.
- Clean thoroughly after use—for hygiene, taste, and maximum device lifespan.
Find detailed tips, guides, and all listed systems in the El-Badia Heat Management category.
To safely light natural shisha (hookah) charcoal:
- Place your coals on a charcoal heater for 5 to 7 minutes, turning them regularly until they're fully glowing red and covered with a fine ash layer.
- Never use a lighter—only strong heat ensures perfect ignition and no unwanted smell.
- Always handle hot coals with dedicated shisha tongs.
- For moving hot coals between rooms, use a secure charcoal holder.
- Set the fully lit coals onto your heat system or bowl—never use half-lit coals on fresh shisha tobacco or flavour.
- Keep children, pets, and flammable materials away, and never leave coals unattended.
Safety tip: Always dip used coals in water after your session to avoid accidental reignition.
Find all the essentials for safe lighting: Charcoal heaters, tongs, and charcoal holders.
Problems & Support
If you receive any El-Badia product—whether shisha accessory, charcoal, bowl, flavor, or spare part—damaged or faulty, contact our customer service team within 48 hours of delivery. Please include clear photos of the product and outer packaging to help us process your claim quickly.
Our team will promptly propose a replacement, refund, or commercial gesture depending on your situation.
Visit the contact page to submit your request directly.
Keep the original packaging and product until your claim is resolved. For details, refer to our terms & conditions.
You can contact our customer service team quickly and easily:
- By email: [email protected]
- By phone: 0805 01 19 97 (free in France) or +33 1 45 31 29 51 (international), Monday to Saturday, 11am–7:30pm.
- Via the contact form for any question, claim or update.
Our team is here to support you with fast, personalized responses to all your requests.
If your El-Badia order hasn’t been shipped yet, reach out to our customer service as soon as possible to request a modification or cancellation. The quicker your request is sent, the more likely it can be processed before shipping.
Once the order is shipped, it can no longer be changed or canceled directly. You’ll need to follow our return policy for a refund in line with legal timelines.
Have your order number ready and clearly state the details using our contact form.
Puffs & Vapes
Disposable puffs, banned in France since 26 February 2025, were single-use devices. Rechargeable puffs consist of a rechargeable battery and a replaceable or refillable e-liquid reserve.
Orders & Delivery
El-Badia promises same-day shipping for any order placed Monday to Friday before 3pm (except public holidays), with full tracking and real-time updates on your order status.
- Europe: 48–72h, home or pickup point (free above €59 in relay points).
- French Overseas (DOM-TOM), Monaco, Andorra: Home delivery within 2–7 business days, starting at €58 (by weight/location). Time varies by destination—faster for closer areas, longer for farther overseas territories.
- International: 5–8 business days, price depends on weight and destination.
For all options, rates, terms and real-time tracking, visit our dedicated delivery page.
Yes, every order with El-Badia includes detailed, personalized tracking. Access your real-time tracking anytime from your customer account. You'll also receive email notifications at every key step—confirmation, shipping, and delivery.
Your order history and tracking information are always available online, ensuring full visibility and peace of mind from shipment to delivery.
Payment & Security
At el-badia.com, your payment security is our top priority. We partner with certified providers like PayPal and Mollie using cutting-edge encryption technology.
We accept:
- Credit/debit cards (Visa, Mastercard, American Express…)
- PayPal (including express and 4x installment for eligible accounts)
- Multi-payment by credit card with Alma (from €50)
- Bancontact (Belgium), Sofort (Germany, Austria, Switzerland), Klarna, and more options depending on your country
No banking data is stored on our site. For a full breakdown, check our secure payment page.
Yes, El-Badia offers split payment options depending on your order value and your selected method (Alma from €50, PayPal 4x for eligible accounts). These choices depend on your country and are shown during checkout if available.
Review all terms and eligible services on our secure payment page.
Yes, el-badia.com is fully secured. Every transaction is protected by HTTPS encryption and robust anti-fraud systems. Your personal and banking data remain confidential — we do not collect or store any card details, with all payments handled directly by certified partners (Mollie, PayPal, etc.).
This guarantees the integrity of your orders and a worry-free experience. Read more about all security measures on our secure payment page.