SMOKEX · FAQ
Got questions? We've got answers.
Whether you're new to SMOKEX or a longtime Flute connoisseur, this covers shipping, returns, orders and the glass itself. Can't find it? A real person is one email away.
Shipping & Returns
Delivery times, costs, international orders and returns.
Do you offer free shipping?
Yes. Free standard shipping on all orders over $100 AUD, and free express shipping on orders over $150 AUD. All other shipping options are priced at checkout.
How long will my order take to ship?
Your order is prepared and sealed the same day you place it, and posted the next day. The only exception is same-day delivery — those orders are generally with you within 4–6 hours of ordering.
Do you ship internationally?
Yes. We ship to most countries using tracked international couriers. We don't currently ship to the European Union or the United Kingdom. Rates and delivery times are shown at checkout.
Can I pick up my order?
Local pickup is available in South Yarra, Melbourne — usually reserved for orders over $125. Get in touch after ordering and we’ll arrange a time.
What is your returns policy?
Changed your mind? You can return it — you just cover the return postage. If an item is faulty, damaged or we sent the wrong thing, we cover postage both ways.
Orders
Breakages, problems and getting help.
What happens if my order arrives damaged?
No worries — our Unbreakable Delivery Guarantee has you covered. If your sealed item arrives broken, snap a photo and send it to support@smokex.au. We’ll ship a replacement fast. No hassle. No bullshit.
I have an issue with my order. What do I do?
Our support team is ready to help. Email support@smokex.au with your issue and we’ll fix it fast — a real person answers every email, usually the same day.
Do you have a referral program?
Yes. Refer a friend and you both get 15% off.
Products
What we make, how we make it and where to find it.
What is SMOKEX?
SMOKEX is an artisan glassware brand specialising in high-quality, handcrafted glass pipes, flutes and accessories. Every piece is built for next-level durability and a premium experience.
What makes SMOKEX pipes different?
Unlike generic glassware, SMOKEX Flutes are crafted using a proprietary thickening method that makes them twice as strong. Each piece is meticulously cleaned with isopropyl alcohol, re-fired at high heat to remove impurities, and vacuum-sealed for ultimate freshness.
What’s the difference between Standard, Signature and Custom?
Standard is the everyday build. Signature is longer with a heavier bowl. Custom is made to your spec, up to 45cm. The higher tiers use more glass and thicker bowls so they stay strong at length.
Do you make coloured glass?
Yes — blue, red, green, amber, pink and purple, made in small limited runs. Colours aren’t held in stock, so once a run sells out it’s gone.
Is SMOKEX available in stores?
Yes! We’re stocked in select premium smoke shops. If you’re a retailer interested in carrying SMOKEX, hit us up at stockists@smokex.au.
Didn't find your answer?
Don't hesitate to reach out — a real person answers every email, usually the same day.