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About

Can you tell me more about La Vida La Rocca?

The La Vida La Rocca store, exclusively dedicated to the world of hookahs, has a wide range of shisha pipes and accessories. Aimed just as much at business customers (hookah bars) as at the public, the La Vida La Rocca catalogue enables you to find the hookah that fits you to a tee, all at very different prices, from low-cost shisha pipes to luxury hookahs. Our selection only includes quality models as we work exclusively with quality brands such as QUASAR, KALOUD, WOOKAH, STEAMULATION, and many others. As leaders in the shisha market, we also regularly sell exclusive models of hookahs and frequently have exceptional deals directly available on our website so check back often!

Overall, we constantly endeavour to:

  • Consolidate our position as market leader in the sales of shisha pipes and accessories, including both online sales and in-store sales, retail and wholesale.
  • Guarantee total customer satisfaction thanks to the speed and efficiency of our logistics services as we have set up different teams for each step of processing your order, from order printing to the packing and shipment of your packages, not to mention a responsive after-sales service.
  • Ensure that 95% of orders are shipped the same day for orders placed before 3 pm & to make sure that these are delivered next day (working days only).
  • Update our catalogue very regularly so we can offer enthusiasts an exciting and exclusive catalogue reflecting current trends, which of course includes special partnerships with the biggest international shisha pipe brands.

What is your address?

Our postal address is as follows:

La Vida La Rocca

Merkezefendi Mah. Mevlana Cad. Tercuman St. A2 Blk. No 134/57 Zeytinburnu / Istanbul / Turkey

Registration no: 286835-5

VAT no: 2030722599

Telephone: + 902124160630

E-mail: info@castelway.com

How can I contact you?

For any questions about online sales on LaVidaLaRocca.com (orders, information, complaints, etc.) you can send us a message via our site's contact form in the section contact.

 

Contacting the La Vida La Rocca store in Paris, 75 rue Saint Denis 75001 Paris

For any questions about the Paris store in the first arrondissement, you can contact the Parisian store every day on 0805011997 (international: +33145312951) from Monday to Saturday from 11 am to 7:30 pm.

Products

How can I be sure that I'm choosing the right quality products?

LA VIDA LA ROCCA is not just about choice, it's also about quality. Our selection of products, which have made us a household name with the general public and business customers, means we only offer you the very best. In addition to our own LA VIDA LA ROCCA products, a benchmark brand now in the world of shisha pipes, we also work with the most reliable global names in the market, such as QUASAR, WOOKAH, KALOUD, MIG, STEAMULATION, ODUMAN, STARBUZZ and many others besides. The La Vida La Rocca guarantee therefore means finding a quality shisha pipe at the fairest price.

How do I know if a product is available?

All you need to do is head to www.LaVidaLaRocca.com:

Any product you might potentially add to your basket is expected to be available in our warehouse. However, if a product you have ordered is out of stock (which is unusual), you won't be able to add it to your basket.

If you are interested in a product that is temporarily out of stock, please go the page for this out-of-stock product and enter your email address so that you will be automatically notified by email when it is back in stock.

Can I change a product if it doesn't suit me?

From the date the order is delivered, if you are a private individual, you have a period of 14 days to exercise your right of withdrawal and get a refund. However, products that are incomplete, used, worn, damaged, not returned in the original packaging or soiled are not accepted.

For more information, please see our Terms and Conditions of Sale.

Orders

How do I place my order?

There are 3 steps to follow:

Step 1: Add the product of your choice to your basket.

Step 2: Create a customer account or log in to your account.

Step 3: Go to the shopping basket and follow the steps.

Upon receipt of your order, we send you a confirmation email with an order number. You will be sent a mail about tracking our package a little later.

Can I cancel an order?

If you wish to cancel an order that has already been placed, please contact us as soon as possible by message via the contact form. If your order has not yet been shipped, we will gladly cancel it. If it has, you will have to reject the package when it arrives so that it can be returned to us and you can ask for a refund.

For a package that has already been delivered to you, please see our Terms and Conditions of Sale.

How do I check my order status?

You can track the status of your order by logging into your customer account and clicking on the "Order History and Details" section.

How do I know if my order has been processed?

After confirming your order, we send you a confirmation email with an order number. If you did not receive this, please check your spam folder. The order should also be on your online account.

Is it possible to return my order?

We are committed to exchanging or refunding any product that doesn't suit you within 14 days (from the date you receive the package). If the product has been used, we are unable to accept a return. You are responsible for paying the return shipping costs.

When will my order be shipped?

It is shipped the same day if it was ordered from Monday to Friday before 3 pm. If you ordered after 3 pm, the order is shipped the next business day. There is no shipping on weekends and public holidays.

Can I request a refund?

We are committed to refunding you for any product that doesn't suit you within 14 days (from the date you receive the package). If the product has been used, we are unable to accept a return.

How quickly will I be reimbursed?

You will be refunded via the payment method used, within 48 hours maximum after we receive and check the returned item.

How do I retrieve my password?

In order to retrieve your password, please click "Forgot your password?" and enter your email address to get a new password.

Payment

How can I pay for my orders?

Payments are available with most credit cards on our website www.lavidalarocca.com

We also accept payment via PayPal and ALMA.

Is it possible to pay in installments?

We accept payment in installments with ALMA depending on your country of residence. It is possible to pay in 2, 3 or 4 installments.

What payment methods are available to me?

We accept several types of payment depending on your country of residence:

Payment by bank card

Payment by Paypal account

Payment in several instalments by bank card with ALMA for orders of €150 and over

Is the online payment secure?

Our payment solutions are 100% secure and no banking details are stored on our site. Payment by bank card is secure thanks to the SSL protection and encryption system provided by SYSTEMPAY services. The 3-D secure payment is an online secure payment protocol. Deployed under the trade names "Verified By Visa" and "MasterCard SecureCode", 3-D Secure was developed by Visa and MasterCard to reduce the risks of online fraud in terms of fraudulent use of payment card numbers. The purpose of this system is to ensure that the card is used by the real cardholder during each online payment.

The banking information you provide and which is encrypted on your own computer never circulates in decipherable text online. No one can see this data and therefore use it without your knowledge. As well as being encrypted and therefore unreadable, this information is not stored on our servers (which is why you are asked to provide it again for every separate purchase), which prevents any potential fraud.

Is it possible to pay with gift vouchers?

We do not accept payment by gift vouchers.

Delivery

What delivery methods are available to me?

We ship the orders express continental Europe, within a timeframe of 3 to 4 days for countries bordering Europe.

When will I receive my order?

Your package is sent the same day if you placed an order from Monday to Friday before 3 pm. 2 to 3 working days for Europe (weekdays only, Monday to Friday).

How do I track my package?

You can track your package in real time by clicking on the link included in the email confirming shipment of your order. You can also see the tracking link in the "Order History" section.

I did not receive my package, what should I do?

If you have not received your package, please check the online delivery tracking page first. If the problem persists, please contact us via the contact form.

How will my package be delivered?

As the French market leader in the distribution of shisha pipes and their accessories, we believe that your satisfaction depends on getting your orders quickly. Our various logistics teams work hard every day to fulfil this commitment:

- LA VIDA LA ROCCA has a genuine EXPRESS delivery service delivering all of your orders across Europe in 72 hours, and this is free with purchases of 40 euros and over!

- With tens of thousands of packages shipped each year, 95% of orders are shipped within 24 hours of purchase or even the same day if you order before 3 pm!

Our delivery times do not include weekends and public holidays.

What happens if I am not at home when my package is delivered?

Our French customers will receive tracking details about their package by text message or email and can therefore manage delivery by choosing or changing the delivery details.

Do you ship to the French overseas departments and territories?

We ship to the French overseas departments and territories (Guadeloupe, Martinique, French Guyana, Reunion) with a delivery time of 3 to 5 working days. Orders to French overseas departments and territories are tax free but you may have to pay taxes upon receipt.