FAQ

Frequently Asked Questions

Below you will find answers to the most common questions we receive. If you cannot find what you are looking for, please do not hesitate to contact us – we are always happy to help.

1 Do you ship worldwide, and who pays customs duties?

Yes, we ship from Hong Kong to most countries and territories. Import duties, taxes, and customs clearance fees are the buyer’s sole responsibility. These charges are not included in the product price or shipping cost. A small number of restricted destinations are excluded at checkout – please refer to our Shipping Policy for the full list.

2 How long does it take for a pipe to break in?

Roughly twenty to thirty bowls before the cake settles. We recommend keeping the first few smokes half‑filled and allowing the pipe to rest for a full day between sessions. This helps build an even carbon layer and ensures a cooler, more flavourful experience over time.

3 My stem has loosened – can you fix it?

Almost always. Send a clear photo of the tenon and mortise to hello@shmovew.com and we will identify the correct stem size. Standard stems can be shipped within the same week. If bench repair is required, we will provide a quote and obtain your approval before any work begins.

4 Do you accept wholesale or trade orders?

Yes. We welcome trade inquiries from retailers and businesses. Please write to our trade address (hello@shmovew.com) with your territory and estimated volume. Minimums start at 12 units per SKU, and mixed lines are accepted. We do not impose any minimum order quantity for standard retail purchases.

5 Can I return a pipe that I have already smoked?

For hygiene reasons, smoked pipes cannot be returned unless they have a manufacturing defect. Unsmoked items in their original packaging are eligible for return within 30 days of delivery. Please see our Refund and Returns Policy for full details.

6 What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express) through secure third‑party payment gateways. We do not store your CVV or full card details on our servers. All transactions are encrypted for your safety.

7 Is there an age requirement to purchase from your site?

Yes. You must be at least 21 years old to browse our website and place an order. By completing a purchase, you confirm that you meet this age requirement. We reserve the right to verify your age, and orders may be subject to age verification upon delivery.

8 Do your lighters come with butane gas?

No. All lighters are dispatched completely empty of butane gas to comply with international air transport safety regulations (IATA). You will need to refill the lighter with high‑purity butane after receipt. This is clearly stated on each product page, and lighters that have been filled are not eligible for return.

9 What materials are your pipes made from?

Our pipes are crafted from carefully selected briar and meerschaum, sourced directly from Mediterranean cutters. Each piece is hand‑finished in our Hong Kong workshop. The natural grain and colour variations are part of the character and beauty of the material – no two pipes are identical.

10 How should I care for my pipe?

We recommend cleaning the stem and bowl after each session using a soft cloth or pipe cleaner. Allow the pipe to rest at least 24 hours between uses to ensure a dry, cool smoke. Avoid using harsh chemicals or water inside the bowl. For deeper cleaning, we offer a range of maintenance accessories and can advise on the best methods.

11 Can I modify or cancel my order after placing it?

If you need to change your shipping address or cancel an order, please contact us immediately at hello@shmovew.com. We will do our best to accommodate your request if the order has not yet been dispatched. Once shipped, we cannot make changes, and you will need to follow our returns procedure.

12 Do you have a physical store I can visit?

Our workshop and warehouse are located in Kwun Tong, Hong Kong, but visits are strictly by appointment only. If you wish to arrange a visit, please email us to schedule a time. Our standard business hours are Monday–Friday, 10:00–18:00 HKT.

13 How do I track my order?

Once your parcel is dispatched, you will receive a shipping confirmation email containing a tracking number. You can use this number to monitor your shipment directly on the carrier’s website. If you do not receive the email, please check your spam folder or contact us.

14 What is your policy on data privacy?

We take your privacy seriously. Please review our Privacy Policy for detailed information on how we collect, use, and protect your personal data, including our practices regarding cookies and cross‑border data transfers.

Contact Information

If your question is not answered here, please get in touch:

We aim to make your experience as smooth as possible. Thank you for choosing us.