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 email@example.com and we will do all we can to help.
3. What payment methods does Holy Lama accept?
We accepts the following payment types:
- Visa Debit
- American Express
- Bank transfer
- Cheque payment
Cash on collectionIf your preferred payment method is not listed please contact us on firstname.lastname@example.org 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 email@example.com. 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 firstname.lastname@example.org 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.
If you need any further assistance please do not hesitate to contact us via e-mail, email@example.com, or by phone, +44 7762657277.
HOLY LAMA SPICE DROPS®
The Spice Drops are too strong for my drink – how do I dilute them?
You can add them to tonic water, jut water or to your garnish or add a drop to plate and then take a little bit on a stirrer and stir them in.
How are they made?
The spices are first cold-pressed using rollers – crushing them in a non-heat generating manner ensures that the vibrant flavours are preserved. The crushed spices are then passed through an extraction vessel where the ethyl acetate (the solvent) is percolated in order to obtain the maximum volume of spice extract. The extracts are passed through a de-solventiser, where the solvent is removed using vacuum suction so as not to adversely affect the flavours. All that remains at this stage is the highly-concentrated oleoresin (oil + resin). Based on years of in-house research, we have developed the optimum concentration of Spice Drops®. Accordingly, the oleoresin is mixed with emulsifier polysorbate 80 to yield the final product in the desired ratio suitable for culinary use.
What is Polysorbate 80?
Polysorbate 80 consists of natural sorbitol and plant-based oleic acid. Currently, the main use of Polysorbate 80 is as an emulsifier or de-foamer in foods, vitamins, medicines, and vaccines. Polysorbate 80 is extremely versatile, highly-effective, and entirely non-toxic, non-mutagenic and non-carcinogenic. It has very little potential to cause human skin irritation, sensitisation, or phototoxicity. It’s listed as an approved ingredient by in The Handbook of Green Chemicals and Whole Foods – (whose standards, developed by a team of scientists over many years, are some of the strictest available).
Why do you need an emulsifier?
We use the emulsify for 2 purposes, to tone down the strength of the extracts and also without the emulsifier they wouldn’t blend easily in cocktails or tea.
Are there any preservatives?
No there are no preservatives, only extracts and emulsifier.
How much do I use?
You can see the ratio chart here.
They sound fabulous, but how do I use them?
We have so many delicious recipes to help you use them to their best potential!
Interesting but I’m not really sure about them.
Don’t worry, we get that. Why don’t you try some samples first and see if you really like them? Sample Vials available here.
I would like to use them in cake – how much do I use?
For 250g of butter about 10-15 drops, depending on the flavours. Just make sure the aroma is a little stronger as when you bake them in the oven, the flavours will evapourate a little bit.
Can I freeze them?
You can theoretically but that will not increase the shelf life.
Are they vegan?
Yes 100% vegan and also registered with the Vegan society.
Why do you keep the spice drops in plastic pouches?
We try and use minimal plastic but to avoid damage due to potential leakage we seal it in a plastic pouch. It is 100% recyclable plastic.
Why do you keep the spice drops in plastic pouches?
- Simple – no preparation or messy powders
- Versatile – a huge range of uses in both food and drink
- Long life – a 3-year shelf life from date of manufacturing
- Economical – average price just £3.49 per bottle
- Consistent flavouring – better cooking with more reliable results
- Flexible – can be used at any stage of the cooking process
- Accessible – spices at your fingertips ( minimum storage 20 cm)
- Sensory – spray via an atomiser for delicious culinary aromas
- Health benefits – add the ‘wow’ factor to healthy dishes
- Ethically-sourced – clear provenance of ingredients
- Ethically-produced – Holy Lama makes a lasting difference to the lives of disadvantaged women in Kerala,South India
HOLY LAMA BODY CARE
Are you a fair trade business?
We do follow the 10 principles of fair trade in our manufacturing and business operations. Thus we are a member of The Fair Trade Network UK. We have always put our workers first before profit and that is why we rely so much on word of mouth to further our business. Also our factory is a women’s enterprise where more than 80% of the workforce is women.
What is special about your skincare range?
Besides the fact that they are natural, vegan, sulphates & paraben free, they are made with unique combination of essential oils which means they have the most beautiful and long lasting aromas.
They are also made with a balance of the Ayurvedic principles which makes them gentle and kind to all skin types.
Do your soaps get soggy or crack?
No, our soaps do not crack or get soggy and they are just absolutely wonderful, we are biased of course!
Can I use your products on children?
We have not clinically tested our products on children or babies so we couldn’t say. Please always check ingredient list to ensure they are not allergic to any of the ingredients.