Contact information

Contact & Support — The Premium Shisha

We’re committed to reliable communication and prompt support. Use the official channels below.

1) Contact Details

For order lookups/changes, include your order number. For delivery issues, attach photos of the parcel label, packaging, and item(s).

2) Business Hours (Australia/Melbourne — AET)

  • Monday – Sunday: 10:00 am – 7:00 pm

  • Public holidays: Hours may vary. Please call before visiting.

  • Response times: We aim to reply within 1–2 business days. Messages received after hours are handled the next business day. Peak periods may take longer.

3) Showroom / Click & Collect

Factory 20 / 573 Burwood Highway, Knoxfield VIC 3180, Australia

  • Walk-ins welcome during business hours (call before visiting).

  • Free parking, expert help, complimentary drinks, EFTPOS accepted.

  • Bring photo ID for order collection where requested.

4) Official Channels Only

We do not provide support via social media DMs. For official assistance, use email or phone.
Security note: We will never ask for your password or full card number by email/SMS/phone. If you receive a suspicious message, contact us using the details above.

5) Returns, Shipping & Policies

Please review our Shipping Policy, Returns & Refunds Policy, Terms of Service, and Privacy Policy before contacting support regarding those topics.

Do not send returns without prior approval—unauthorised returns will be refused.