Frequently Asked Questions
Frequently Asked Questions
Choose a topic on the left to see the questions.
Purchasing, Shipping & Billing FAQs
Order directly at ensoshisha.com or through resellers in your country.
Yes. We ship to the European Union, Canada, Malaysia, Hong Kong SAR, Israel,
Japan, Qatar, Singapore, and South Korea via ensoshisha.com. For Russia and
the CIS, visit ensoshisha.ru.
E-mail hello@ensoshisha.com with your address and we’ll arrange a quote or
put you in touch with a local partner.
In-stock items leave the warehouse within 24h; typical shipping is 2-4 business
days inside the US.
Visa, MasterCard, Apple Pay are supported at checkout.
Your card (or other payment method) is authorised and captured immediately at
checkout.
There are many reasons a card might be declined. You can always use another
payment method.
If you still have problems, please contact customer service by emailing:
support@ensoshisha.eu
Within a minute of checkout you’ll receive a confirmation e-mail with your order
number. A second e-mail goes out once the parcel ships, followed by automatic
tracking updates.
If the parcel hasn’t been packed, we can still change the address, items, or
quantities. Contact Support at support@ensoshisha.eu immediately; once the
label has been printed, the order is locked.
Photograph any damage or record a video of the issue, and contact Support at support@ensoshisha.com within
48 h of delivery. We’ll issue a prepaid label or ship a replacement at no cost
once the claim is approved.
An unopened box can be returned within 14 days for a full refund. Opened units in
Like-new condition may be returned within 30 days; a $25 refurbishment fee
applies.
Yes—write to hello@ensoshisha.com with a short description of your company
and the quantities required.
We comply with GDPR. Your details are used solely to process orders, provide
support, and—if you opt in—send product updates. We never sell or trade
customer data. See our Privacy Policy for full details.
Safety & Regulations FAQs
Replacing coal cuts ~95 % of carbon monoxide, ash and embers, producing a
smoother, cleaner vapour with far fewer indoor pollutants.
Unlikely in normal use. Heavy exhaled vapour directly into a detector may
trigger particulate sensors; maintain ventilation.
Most venues that prohibit open flames accept ENSŌ. Always verify local rules
and ventilation requirements first.
Take spent Li-ion packs to any e-waste centre. Rinse aluminium cups and
Recycle with metal waste.
There's a two years limnited warranty on electronics and mechanical parts within the US, and 6 months for the battery. Register the serial number at ensoshisha.com/warranty within 30 days of purchase to activate coverage.
Accessories & Usage Conditions FAQs
Extra batteries • Set of 3 ceramic cups • Thermocap •Set of 2 Flower Cup
• Glass Collar • 20-/50-pack disposable cups •Gold-plated herb cup •Wax
cup • Acrylic water tank with extended dip tube •Travel bag • 1.5 m hose
& magnetic mouthpiece • Mouthpiece extension • Cup removal tool •
Replacement glass & dip tube • Mesh screen kit • Scrub tool • Straps
(See ▶ Accessories) (link)
A deeper ceramic insert that holds up to 20 g. Stir halfway to refresh the flavour.
Flower Cup is a standalone large bowl (longer heat-up). Glass Collar sits on top
of the standard ceramic cup to expand capacity with faster startup.
Technically yes with a Y-adapter, but airflow drops. For best performance share
one hose sequentially.
Yes— its sealed alloy body and cordless design suit patios, rooftops and parks.
Avoid heavy rain or sand.
Operate the ENSŌ only within 5 °C – 40 °C (41 °F – 104 °F) to protect the
battery and electronics.
ENSŌ Device FAQs
ENSŌ Device
USB-C Charger brick
USB-C Charging cable
Battery
Rubber heat valve
Metal lids
10x Disposable cups
2x Ceramic cups
Multi tool
5x Silicone mouthpiece tip
1x Silicone mouthpiece guard
Hose and Magnetic mouthpiece
2x Cleaning brush
ENSŌ wiping cloth
Blowout valve
Poking tool
(Watch ▶ What’s in the Box)
About 3 h 30 m—the LED stops blinking once fully charged.
Insert the battery and single-click the Thermodial. Also, when turning on ENSŌ
the LED indicator pulses from bottom (empty) to top (full).
Absolutely—pop in a charged pack and resume immediately.
Press and hold the Thermodial for three seconds. Orange LED indicator pulses
= heating. Repeat to power down.
Rotate the Thermodial 180 – 330 °C in 5 ° steps. Triple-press to activate
G-Mode, which skips the 70 ° pre-heat and delivers a faster, flatter heat curve.
• Orange – Standard mode/heating
• Green – G-Mode active
• Blue – Temperature locked
• Red – Low battery
In regular mode, the temperature is regulated by ENSŌ's sophisticated
heating algorithm. Features a 70°C+ pre-heat in a 5-minute pre-heating
program.
In Green mode, the power distribution is
more linear to counterbalance the cooling from more frequent draws. Features
no extra heat in the 5-minute pre-heating time.
To get device into Green mode you should press the Thermodial 3 times.
Press the Thermodial 5 times consecutively to toggle Lock (blue LED).
Turn the Thermodial down to 180 °C. The bowl will stay warm for up to
20 minutes; dial back up to resume.
Yes. First, avoid overpacking—keep the load between 8 and 15 g and leave a
clear chimney in the centre of the bowl. If the pull is still too restricted, attach
the optional Hose Adapter and any wide-bore (≈11–12 mm) silicone hose; the
larger diameter can nearly double airflow for an effortless draw.
Zinc-alloy body, stainless-steel air path, heat-stable ceramic bowl,
crystal-glass tank; footprint 33 × 12 cm.
5,000 mAh / 55 Wh Li-ion, USB-C PD input 5–20 V (max 45 W). Pass-through
vaping is supported once the pack has at least 5 % charge.
Yes. Each battery is well below the 100 Wh carry-on limit. Empty the water tank,
remove the pack and store batteries in cabin luggage.
Cleaning & Maintenance FAQs
Rinse cups after every session and perform a full brush routine every 3–5 bowls
(weekly for heavy users).
(Watch ▶ How to Clean)
After every session for optimum flavour. Deep-clean the glass tank after 2–3
sessions.
The electronics are splash-resistant, but never submerge the battery
compartment. Detach the pack before rinsing the chamber.
Soak for 30 min in warm water, scrape residue with the multitool, rinse and dry.
Run hot water through the airway, scrub with the large brush and multitool. For
stubborn build-up, wrap a strip of kitchen cloth around the flat end of the tool.
(Watch ▶ Alternative ways to Clean ENSŌ )
Rinse under warm water; scrub the mouthpiece with the small brush supplied,
then air-dry.
Clean all parts promptly after heavily flavoured sessions and allow them to dry
completely in fresh air.
Bowls, Packing & Flavours FAQs
Yes, ENSŌ is designed for every tobacco and herbal molasses. For dark leafs
we recommend to give it more heating time after pre-heat and use smaller
leafs.
ENSŌ handles any moist, molasses-based shisha—dark-leaf or blonde—as well
as herbal mixes. Smaller leafs and semi-dense packing works the best. If your
chosen tobacco have large leafs, you can cut them with scissors before loading
into the bowl.
Place 8 – 15g in the ceramic cup, semi-dense with a central airway. Start at
175 °C for 5–8 min, then step up 30–45 ° as needed.
(Watch ▶ Mastering ENSŌ)
Yes—add the Flower Cup or Glass Collar accessory to fit up to 20g.
45–60 min with the standard cup; up to 120 min with a Flower Cup (stir
halfway).
Absolutely. Layer or split 50/50—just keep total mass under 15g and leave the
airway clear. Put mint or spice notes on top for best effect.
Ten single-use aluminium cups ship with each kit—ideal for sticky mixes or
rapid swaps. Rinse gently for up to three uses, then recycle.
Yes. Use the ceramic cup with the mesh screen and wax pad, or add
accessories:
• Gold-plated herb cup – up to 1.5g at 260 °C+
• Glass wax cup or cotton pad for oils; activate G-Mode.
(Watch ▶ Herb Mode)
