Orders
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 7352330999. 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 7352330999 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 accept 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 7352330999. We will do our best to accommodate your preferences.
• 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 7352330999. 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 7352330999. 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 7352330999. We will inform you of the status of your order and make changes without any additional charges if your order is still with us.
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 7352330999. 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.
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 7352330999 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.
Shipping
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 7352330999. We will investigate and solve the issue as promptly as possible.
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 7352330999. We will investigate and solve the issue as promptly as possible.
Can I track my order?
Yes. All our UK delivery options are tracked, and your dispatch email includes your tracking details. If you are concerned about a parcel, please email contact@holylama.co.uk or call us on +44 7352330999. We will look into it as quickly 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 07352330999 or email contact@holylama.co.uk and we will do all we can to help.
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 07352330999 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.
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.
Returns
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 7352330999.
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.
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?
You can cancel your order for any reason within 14 days of the day you receive it, and we will refund the price you paid and the cost of standard delivery. Please tell us using our online withdrawal form or by emailing contact@holylama.co.uk, then send the items back within 14 days. You pay the cost of returning items you have changed your mind about.
For health and hygiene reasons our products are sealed, so an item can only be returned once opened if it is faulty.
If an item is faulty, damaged or not as described, please contact us with your order number and a photo. We will refund or replace it, including the delivery charge and your reasonable cost of returning it. Full details are on our Returns page.
For health and hygiene reasons our products are sealed, so an item can only be returned once opened if it is faulty.
If an item is faulty, damaged or not as described, please contact us with your order number and a photo. We will refund or replace it, including the delivery charge and your reasonable cost of returning it. Full details are on our Returns page.
Do you refund the delivery charge?
Yes. If you cancel within 14 days, we refund the cost of standard delivery. If you chose a faster delivery option, we refund the cost of our standard delivery only. If an item is faulty or we sent the wrong item, we refund all delivery costs.
Spice Drops
The Spice Drops are too strong for my drink – how do I dilute them?
Our drops are very versatile and can be used 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 crushed with rollers, without heat, which preserves their vibrant flavours. The crushed spices then go through our distillation and extraction process: they are 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.
The spices are first crushed with rollers, without heat, which preserves their vibrant flavours. The crushed spices then go through our distillation and extraction process: they are 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 and highly-effective. It has very little potential to cause human skin irritation, sensitisation, or phototoxicity. It is an approved food additive in the UK, where it is known as E433.
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 fence about them.
Don’t worry, we get that. Spice Drops® can seem 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 potential damage and leakage we seal our Spice Drops® in a plastic pouch.
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 three year shelf life from the date of manufacture.
4. Economical: full price 5ml bottles start from £5.
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. Ethically sourced: we buy from farmers and suppliers in Kerala and pay them immediately, at fair prices.
10. Ethically produced: made at our factory in Kerala, a Government recognised women’s enterprise where more than 80% of the team are women.
2. Versatile: a huge range of uses in both food and drink.
3. Long life: a three year shelf life from the date of manufacture.
4. Economical: full price 5ml bottles start from £5.
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. Ethically sourced: we buy from farmers and suppliers in Kerala and pay them immediately, at fair prices.
10. Ethically produced: made at our factory in Kerala, a Government recognised women’s enterprise where more than 80% of the team are women.
Body Care
Are you a fair trade business?
We follow fair trade principles in our manufacturing and business operations. We are not members of a fair trade certification scheme, so you will not find a fair trade mark on our packaging. In practice, this means farmers and raw material suppliers are paid immediately and at fair prices under a no credit principle, and equal pay applies irrespective of gender. 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. 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 our products are natural, largely vegan friendly, and free from sulphates and parabens, they are made with a 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.
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.
If you need any further help, please contact us by email at contact@holylama.co.uk or by phone on +44 7352330999.