FAQs | Holy Lama — Holy Lama Naturals

Can I order over the phone?

Yes, you can order over the phone. If you wish to do so, you can reach us on +44 7762657277. Our lines are open 9 am to 5pm Monday to Friday.

I am having difficulty placing an order.

If you encounter any difficulty placing an order, please call us on +44 7762657277 or email contact@holylama.co.uk. We will do all we can to help you.

What payment methods does Holy Lama accept?

We understand that our clients have different payment methods they like to use. This is why we accept a wide array of payment methods. We accepts the following payment types:

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

If your preferred payment method is not listed above, please contact us on contact@holylama.co.uk or on +44 7762657277. We will do our best to accommodate your preferences.

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.

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 possible. You can also order by telephone by calling us on +44 7762657277. Our lines are open 9 am to 5pm Monday to Friday.

Can I change my order once placed?

Yes, it is possible to amend your order if it has not been dispatched yet.

However, we often dispatch parcels the same day the order is received, so please make sure you inform us of any changes as soon as possible. We cannot amend an order once it has been dispatched.

If there are any items you have forgotten, please send us an email, or call us on +44 7762657277. We will inform you of the status of your order and make changes without any additional charges if your order is still with us.

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 issue. 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.

What if my order is incorrect?

If you notice a mistake with your order, please contact us on +44 776267277 or email us at contact@holylama.co.uk. Please include your order reference, and we’ll make sure to solve the problem as soon as possible.

When will I know my order has been shipped?

Once your order has been dispatched, you will receive a confirmation email. The email will let you know the items sent, the address they have been sent to, and a tracking number where appropriate.

If you do not receive any shipment confirmation email, please get in contact with us via email on contact@holylama.co.uk or give us a call on +44 7762657277. We will investigate and solve the issue as promptly as possible.

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 email on contact@holylama.co.uk or give us a call on +44 7762657277. We will investigate and solve the issue as promptly as possible.

How much is shipping and how long will it take?

Please visit our Delivery page.

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.

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 ensure you provide a correct and suitable shipping address for all your orders.

If your order has not been dispatched yet and you realise that the address you provided 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.

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.

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. Unfortunately, we have no control over customs and import charges.

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.

What if my item is damaged or faulty?

If you believe your purchased item may be faulty or damaged please contact us via email on contact@holylama.co.uk or give us a call on +44 7762657277.

Please inform us of any problem as soon as possible so we can resolve the issue for you. Make sure to include as many details as possible about the order and the problem with the goods. We will aim to resolve any issue with a faulty item as quickly as possible.

Can I return my items to you?

If you change your mind on your order, we offer the possibility to return items. 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. We will meet the cost of return postage, through our authorised carriers if you wish to return faulty goods (and only in that case). Once we receive the faulty goods back, we will issue a full refund or send replacements (depending on your preference).

Why does the refunded amount exclude delivery?

We do not refund postage and packing charges unless the item ordered was faulty.

The Spice Drops are too strong for my drink – how do I dilute them?

Our drops are very versatile and can be use in a variety of ways. You can add them to water or any drink of your choice. You can also add them to your culinary and baking preparations. Simply make sure you mix them well into your drink or dish before enjoying.

How are they made?

Our drops are made following a strict protocol to preserve all the aroma and benefits of the ingredients used.

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 an emulsifier for 2 purposes, to tone down the strength of the extracts and to allow our drops to easily blend in your preparations.

What is an emulsifier?

An emulsifier is a substance that helps stabilise an emulsion (a mix of multiple ingredients). Emulsifiers are very often used to stabilise prepared foods. Examples of emulsifiers are oil, salt, vinegar, mustard or egg yolk.

Do your products contain any preservatives?

No, our products do not contain any preservatives, only extracts and emulsifier.

How many drops should I use?

You can see the ratio chart here.

How do I use Spice Drops®?

Our Spice Drops® can be added to all your preparations and drinks! Add them to curries, cocktails, smoothies, cakes and more. If you need a bit of inspiration to get started, we have so many delicious recipes to help you use our Spice Drops® to their best potential!

I am interested in your Spice Drops® but I am on the fenceabout them.

Don’t worry, we get that. Spice Drops® can seem a difficult to use if you are not initiated to the wonderful world of spices. So why not start with samples first and see how it goes? Check our Sample Vials available to get started with Spice Drops®.

I would like to use them in cake – how much do I use?

We would advise you use 10 to 15 drops for every 250g of butter, depending on the flavours. Just make sure the aroma is a little stronger as when you bake them in the oven, the flavours will evaporate a little bit.

Can I freeze them?

You can but that will not increase the shelf life of the product.

Are Spice Drops® vegan?

Yes, they are 100% Vegan and registered with the Vegan Society.

Why do you keep the spice drops in plastic pouches?

We try and use as little plastic as possible, but to avoid to potential damage and leakage we seal our Spice Drops® in a plasticpouch. The pouches we use are 100% recyclable plastic.

What benefits are there from using Spice Drops®?

1. Simple – no preparation or messy powders.
2. Versatile – a huge range of uses in both food and drink.
3. Long life – a 3-year shelf life from date of manufacturing.
4. Economical– average price just £3.49 per bottle.
5. Consistent flavouring – better cooking with more reliable results.
6. Flexible – can be used at any stage of the cooking process.
7. Accessible – spices at your fingertips (minimum storage 20 cm).
8. Sensory – spray via an atomiser for delicious culinary aromas.
9. Health benefits – add the ‘wow’ factor to healthy dishes.
10. Ethically-sourced – clear provenance of ingredients.
11. Ethically-produced – Holy Lama makes a lasting difference to the lives of disadvantaged women in Kerala, South India.

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. Lastly, 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 are products 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 for children or babies use, therefore we would advise you abstain from using it on your children or babies. Please be mindful that some essential oils are not suitable to be used around children and babies. Always make sure that no one in your family is allergic to essential oils before using our products.

Can I use your products if I have a sensitive skin?

Our body care products contain essential oil, which are wonderful but powerful ingredients. DO NOT use our products if you are allergic to essential oils or to any of the ingredients listed on the back of our products. In the unlikely event that you develop a reaction, cease use of product and consult a health professional.

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