FAQs About Orders - Holy Lama

FAQs About Orders

1. Can I order over the phone?

Please call us on +44 7762657277. Lines are open 9 am to 5pm Monday to Friday.

2. I am having difficulty placing an order

Please call us on +44 7762657277 or email contact@holylama.co.uk and we will do all we can to help.

3. What payment methods does Holy Lama accept?

We accepts the following payment types:

  • Visa
  • Visa Debit
  • MasterCard
  • Delta
  • Maestro
  • PayPal
  • American Express
  • Bank transfer
  • Cheque payment

Cash on collectionIf your preferred payment method is not listed please contact us on contact@holylama.co.uk or 07762657277.

4. Do you accept payment in other currencies?

We currently only accept payment in Pounds Sterling (GBP) though you are welcome to pay with a non-UK credit or debit card. The amount will be charged in your local currency, adjusted for your card issuer’s exchange rate and fee if applicable.

5. How do I place an order?

At Holy Lama we strive to make your shopping experience as easy and secure as possible. To place an order through the website, browse the site and add the items to your cart. Once you have finished shopping simply go to basket page, confirm the items you would like to order, choose the method of shipping you would like and continue to payment. If you are happy with your order, confirm the payment and the item(s) will be dispatched as quickly as possilbe. You can also order by telephone. Call us +44 7762657277. Lines are open 9 am to 5pm Monday to Friday.

6. Can I change my order once placed?

Yes! However, we sometimes despatch parcels the same day the order is received, so please make sure you’re quick. We cannot amend an order once it has been dispatched. If there are any items you’ve forgotten, please send us an email, or call us to check that your order hasn’t yet left us, and then we may well be able to put the additional order through without charging you a second delivery charge.

7. How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is unexpectedly not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. You will receive a second email when your item(s) have been dispatched.

If you think you have placed an order, but have not received any emails from us, please call or email us to confirm we have received your order. It might be something as simple as the order going through correctly, but an error in entering your email address. However very occasionally an order might not come through to us for another reason. It’s always worth checking, especially if you need the items quickly.

8. What if my order is incorrect?

If you have noticed that there has been a mistake with your order, please contact us on 0776267277 or email us at contact@holylama.co.uk. Please try to include your order reference, and we’ll make sure we sort it out as quickly as we can.


9. When will I know my order has been shipped?

We send an email confirming shipment towards the end of the day that your parcel leaves our distribution centre. The email will let you know the items sent, the address they have been sent to, and a tracking number where appropriate.

10. Can I track my order?

If you have selected “Express Delivery” at checkout, your order will be sent with an express courier service with a tracking number. If you are concerned about a parcel, please give us a call and we will be able to help.

11. How much is shipping and how long will it take?

Please see our Delivery page.

12. Does Holy Lama ship to multiple addresses?

We can ship to addresses other than the cardholder’s address, but we only ship to one address per order. If you would like items in your order to be shipped to multiple locations you will need to place separate orders for each address.

13. Can I change my delivery address once the order has been shipped?

We are unable to redirect orders to a different address after dispatch. Please therefore ensure you provide a correct and suitable shipping address for the specified delivery times. However, if you realise very soon after you place the order that the address is incorrect (or incomplete!) please contact us. Call on 07762657277 or email contact@holylama.co.uk and we will do all we can to help.

14. Is my package insured?

All items are insured against theft and accidental damage whilst in transit from Holy Lama to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by our insurance. If your package is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged package.

15. Do I have to pay customs / import charges?

Import duties and customs policies vary widely from country to country and as a result we have no control over their charges nor are we able to estimate the cost of these charges. Your parcel can be also delayed by customs and subsequent charges can be applied over which, unfortunately, we have no control.

Duties are charged once the parcel arrives at its destination, all of which must be paid by the recipient of the parcel. We suggest you contact your local customs office for current charges before placing an order to avoid any unexpected costs.


16. What if my item is damaged or faulty?

If you believe your purchased item may be faulty or damaged please contact us. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. Please include as many details as possible about the order and the problem with the goods and we will do our utmost to resolve the problem.

17. Can I return my items to you?

Occasionally, we know you may want to return items. If you change your mind you are welcome to return your purchase in its original condition within 30 days for a refund (excluding delivery costs). Please contact us if you wish to return any goods.

In the unlikely event that you receive faulty goods, we will replace them free of charge. Please contact us for instructions on how to return the goods as is this case we will meet the cost of return postage, though only if this is arranged through our authorised carriers. Once we have the goods back, we will issue a full refund or send replacements, as you prefer.

18. Why does the refunded amount exclude delivery?

We do not refund postage and packing charges unless the item ordered was faulty.
Anything else?
If you need any further assistance please do not hesitate to contact us via e-mail, contact@holylama.co.uk, or by phone, +44 7762657277.

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