Cancellation policy

Last updated: 24th November 2025

This Purchase Options Cancellation Policy explains how cancellations work for orders placed through Shishapoint Delivery (operated via Shopify).

1. General Overview

Shishapoint Delivery offers a range of products including shisha flavours, accessories, pipes, coals, and same-day delivery services. Due to the nature of our business, all sales are final, and we do not offer refunds or returns unless legally required.

2. Cancelling Standard Orders (Non–Same Day Delivery)

You may request cancellation before your order has been dispatched.
Once an order has been shipped or handed to our courier partner, cancellation is no longer available.

To request a cancellation, you must contact us immediately:

  • WhatsApp: 07399779330

  • Email: info@shishapointdelivery.co.uk

We cannot guarantee cancellation requests if the fulfilment process has already begun.

3. Cancelling Same-Day Delivery Orders

Same-day deliveries are processed rapidly, often within minutes of order placement.
For this reason:

  • Orders cannot be cancelled once they have been passed to our courier partner (Uber Direct or similar).

  • If the courier has accepted the job, you will be charged in full even if you choose not to accept the delivery.

4. Subscription or Recurring Purchase Options 

Shishapoint subscription or repeat-delivery options:

  • You may cancel your upcoming renewal up to 24 hours before the renewal date.

  • Renewals already processed or dispatched cannot be cancelled.

5. Out-of-Stock & Product Substitutions

If an item is unavailable for same-day delivery:

  • We may contact you to offer a substitute.

  • If no suitable substitute is accepted, you may cancel that specific item before dispatch, but the remainder of the order will still be processed.

6. Failed Delivery

If a courier attempts delivery but:

  • no one is available,

  • you do not answer calls/messages, or

  • the customer refuses kerbside collection,

the order is considered completed, and no refund or cancellation will be issued.

7. Contact Information

For cancellation requests or queries:

  • Email: info@shishapointdelivery.co.uk

  • WhatsApp: 07399779330

  • Operating hours: 9am - 5pm