Online Order & Shipping FAQ

The packaging of my product is not the same as the old one.

Due to the Ministry of Health requirements - we are required to change our packaging and labelling to ensure that it complies with the requirements set out for us. Please note that this includes additional information on the ingredients list and also the nicotine strength. Example "20mg" will be "20mg/ml".

Do Shosha have a store in Australia?

We currently do not have a store in Australia. 

My order is not showing up on my account.

For your order to show up on your account, you must sign in first before placing any order. Note that we cannot transfer your order to your account if you forgot to do so. 

Where is my order shipped from?

All orders are shipped from New Zealand.

How long does it take for my parcel to be dispatched?

We aim to dispatch all orders made before 3pm on the same day (excluding weekends and public holiday). However, sometimes this is not possible if there is something wrong with your order (mostly stock availability, invalid address, etc).

How long is shipping?

While we use DHL Express to ship our parcels, please expect some delays depending on DHL services in your area.

Approximate Timeframe: 2-10 business days.

Is it possible to change the address on my order?

If you have not received a tracking number, give us a call on 1800 746 742 to update the address. If a tracking number has been emailed to you, you will need to get in touch with DHL.

Note: We cannot redirect your parcel on your behalf. This is to ensure that all parcels are delivered correctly.

My tracking says it's delivered but I haven't receive my parcel.

Please check your property surrounding, mailbox and with your neighbour. If you cannot find it, please give DHL a call.

Can I change the name on my order?

No. Once the order has been placed. We will not be able to change the name on the order. 

My parcel arrived damaged. What do I do?

Please submit a ticket under "Online Order Support". Please be sure to include a photo of the damage and do not dispose of this until our team has got in touch with you to confirm. 

Can I cancel an order or return a product that I don't want?

For any cancelation of an order or returning a product back to us, please submit a ticket to our team.

I'm missing some items from my order.

For some orders, our team may ship your order in 2-3 parcels. This is due to stock availability. If you're missing some items, it is very likely that the rest is coming in another parcel and should arrive within 1-2 working days from each other. If it's been more than 2 days and you haven't received the remaining of your order. Call us or submit a ticket via the contact form. Make sure to provide your order number. 

My parcel is damaged or I have received the wrong product.

Let us know right away. Please give us a call or submit a ticket with your details. Do not use or dispose of the product. Please keep it aside and await our instructions. 

If you have used or dispose the product or have not contact us within our required timeframe. We may not be able to help. 

Do I have to sign for my parcel or have it left at my property?

All parcels shipped to DHL are generally required to be signed for. However in some cases they may leave your parcel depending on your property and if there may be an "Authority to Leave" request made. Do note that DHL may often hand over your parcel to a third party such as AU Post to complete the delivery. If you require your parcel to be left at the property, please get in touch with DHL directly. Keep in mind you will be liable for any request made by you as lost, stolen, damaged or missing parcels will not be refunded or replaced. 

Can I add a product onto my order that I placed?

Unfortunately no. Once an order has been made we won't be able to add more product(s).