Returns and refunds
We want you to love what you buy. If something is not right, this page explains what you can do. None of this affects your legal rights.
Changed your mind? You have 14 days
If you buy from us online, you can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one delivery, the 14 days start from the day the last item arrives. This applies wherever we deliver to.
To cancel, let us know before the 14 days are up. The quickest way is our online withdrawal form. You can also email contact@holylama.co.uk or write to us at the address below. You then have a further 14 days to send the items back to us.
If you contact us before your order has been dispatched, we will stop it and refund you in full straight away.
Sealed products
For health and hygiene reasons, our skincare, body care and Spice Drops products are sealed. If you open the seal after delivery, you can no longer cancel for that item unless it is faulty. Items that have not been opened can be returned as normal.
Your refund
We will refund the price you paid and the cost of standard delivery. If you chose a faster delivery option, we will refund the cost of our standard delivery only. We will refund you within 14 days of receiving the items back, or within 14 days of you sending us proof that you posted them, whichever is sooner. We refund to the payment method you used, and we never charge a fee for a refund.
You pay the cost of sending items back, unless they are faulty or we sent the wrong item. Please use a tracked service that gives you proof of postage, pack the items carefully and keep the receipt. If items come back used or damaged beyond what was needed to check them, we may reduce your refund to reflect the loss in value.
Faulty, damaged or wrong items
If an item is faulty, damaged or not as described, please email contact@holylama.co.uk with your order number and a photo. Within 30 days of delivery you are entitled to a full refund. After 30 days, we will offer a repair or replacement first, and a refund if that does not put things right. For faulty items we refund the full price, the delivery charge and your reasonable cost of returning the item, within 14 days of agreeing the refund.
Gifts and exchanges
If you received an item as a gift, we are happy to exchange it for another product of the same value with proof of purchase. Free gifts that came with an order should be returned unopened if you cancel that order. The person who placed the order keeps all the rights set out above.
Refused parcels
If you refuse a parcel, we will treat this as cancelling your order. Once the parcel is back with us, we will refund the price of your items and the cost of standard delivery, less the actual cost of the parcel being returned to us.
Where to send returns
Holy Lama Naturals Ltd, P O Box 482, Hatfield, AL10 1GG, United Kingdom. Please include your order number.