FAQ

Payments

Quasar is a French brand registered at the INPI. The company operating the site is based in France. Shipments are made from mainland France. The site is hosted by OVH, a global hosting benchmark. Our server is secured with an SSL certificate. A Telephone assistance in French is at your entire disposal, from Monday to Friday, 11 a.m. to 4 p.m., on +336 185 110 763.

We use the most secure payment solutions on the market to guarantee a high level of confidentiality. We are never in possession of your bank details.

1. Choose credit card option as a payment method.
2. You will be redirected to the secure server of our payment solution.
3. Fill in your card informations: number, validity date and visual cryptogram.
4. Additional authentication will be required to secure the transaction.    

1. Choose PayPal option as a payment method.
2. You will be redirected to a PayPal page to proceed to payment and confirm the order.
3. easy payment : - with your PayPal account. - with a bank card directly without creating an account. 

First of all, no debit has been made.
Try again, it might  be an error entry or a transmission problem with your bank.
If the payment error persists again, contact your bank. 

Nothing more. You will receive a confirmation email. Your order is confirmed and ready to be shipped as soon as possible. 

Orders

First of all, wait a few minutes.
Check your junk mail or "spam" folder in your inbox.
If you still do not have an order confirmation email, contact us with your contact details (surname, first name, email address and order date). If you paid through PayPal, please provide us your transaction number.  

Contact us as soon as possible Click here
If the order has already been shipped, you will exercise your right of withdrawal. The product must be returned to us, at his original state , and at your expense.
We will make the cancellation and refund once the item has been received by us.
We remind you that the right of cancellation is valid only if the product has not been used and within fourteen days of delivery of your package (find out more about the withdrawal policy).

The refund is only valid in the case of a withdrawal.
We remind you that the right of withdrawal is valid only if the product has not been used and within fourteen days of delivery of your package (find out more about the withdrawal policy).

Once your return package has been received by us, it is treated and inspected beforehand  and a decision will be taken about your return whether is approved or refused. Item (s) must be received within fourteen days. They must be unused, intact and in their original packaging.

If your return is approved, a full refund of your order will be issued. Once the refund is issued by our system, it should be visible in your account within 5-10 working days.

Delivery

You will receive a shipment email confirmation 
You can also login into your customer account to check the status of your order:
- "Shipped": your package has been shipped.
- "Payment accepted" or "Shipment treatment in progress": your package has not yet been shipped.

Valid orders are prepared and delivered to the carrier the same day (Monday to Friday, before 1 p.m. - excluding bank holidays).
In the case of a pre-order, shipping will be done on the date indicated on the product sheet when ordering. In the case of a possible significant delay, we will contact you to let you know about the future shipping date.

The shipping times depend on the chosen carrier and are displayed on the product sheet. 

You will need your tracking number and the link to track the shipment, which you will find:
- by clicking on the link in the shipment email
- in the details of your order, available on your customer account.

Deliveries are made by carriers that we select according to a hight quality service. However, there might be times where there are delays in delivery beyond our control.
Contact uswe will assist you and we will do our best to resolve the situation with the carrier. 

Consult the Delivery page, for more informations about the delivery zones served and the delivery delays.

Product

The female connector part of the silicone bowl is designed to fit all male hookah connectors even with different diameters (the silicone allows flexibility without loss of tightness).

Place in the center of the oven 2 cubes of natural coconut charcoal (charcoal size 25 or 26 mm per side).
Check that the coals are fully lit. 

You can properly enjoy your 50 min session, if you want to prolong the pleasure you can relaunch coals for an additional 50 min.

First, we invite you to check the adjustment points of your hookah (water level, valve, hose connection, ...).
To ensure an optimal session, the amount of preparation must be sufficient (see instructions for use) and must not be packed. Check that your coals are well lit.
If the problem persists, contact us.

Once your session is over, let it cool to room temperature (to avoid the risk of burns and thermal shocks) then rinse the glass hearth with clear water. Do not wash the heating system.

You have not found answers to your questions, use the contact form.


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