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08 — Contact
Talk to the bench.
Real people, one business day. Whether it is a shape recommendation, a repair, or a wholesale enquiry — the same inbox reaches the same bench.
Send a note
How can we help?
Order-related? Include your order number and we can pull the record before replying.
Direct
- hello@shmovew.com
- Trade
- trade@shmovew.com
- Phone
- +852 XXXX XXXX
- Hours
- Mon–Fri · 10:00–18:00 HKT
Workshop
- Warehouse
- Kwun Tong, Hong Kong
Visits by appointment only - Dispatch
- Orders leave within 48h, tracked
- Returns
- 30 days, unsmoked, original packaging
Before you write
Answered most weeks
If your question is here, the answer is faster than our inbox.
01
Do you ship worldwide, and who pays customs?We ship from Hong Kong to most destinations. Duties and import taxes are the buyer's responsibility; a small number of restricted destinations are excluded at checkout.
02
How long does a pipe take to break in?Roughly twenty to thirty bowls before the cake settles. Keep the first few smokes half-filled and let it rest a full day between sessions.
03
My stem loosened — can you fix it?Almost always. Send a photo and we will identify the tenon size; standard stems ship same-week, and bench repair is quoted before any work.
04
Do you take wholesale orders?Yes — write to the trade address with your territory and volume. Minimums start at 12 units per SKU, mixed lines accepted.
05
Can I return a pipe I have already smoked?For hygiene reasons, smoked pipes cannot be returned unless faulty. Unsmoked items are fine within 30 days.
Still unsure
Send us a photo, we will tell you what you have
Most enquiries are answered the same working day, usually by the person who cut the pipe.
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