Frequently Asked Questions

Please read our FAQ before sending us a message. It will save you time.

Where is your store located and how can I reach you?

We are solely online based with no physical store. Our Head Office is located in Chichester, West Sussex UK.

The reason for this decision is cost, it simply wouldn’t be profitable for us to be located on the high street. One big advantage to you though as we are online based… we are always OPEN! 24 hours a day 7 days a week.

You can reach us by email and message through our Facebook page. We aim to respond within 24 hours, being mindful of the GMT time zone.

Which payment methods are accepted?

We accept all major Credit and Debit cards including American Express.

Our merchant gateways are the largest and most secure in the world – Stripe and Paypal – for your peace of mind.

Recently we have started accepting Bitcoin along with Litecoin, Ethereum and DASH using our payment partner MyCryptoCheckout so if you wish to pay in Cryptocurrency you are welcome to!

Which FIAT Currencies do you accept?

We accept payment in US Dollars by default via Stripe, hence all our products across the website are quoted in USD.

We also accept USD, GBP and EUR via Paypal.

Although we are based in the UK, we find accepting US Dollars by default to be easier for all involved. Our Suppliers prefer them and the vast majority of our customers are in the US. Not to mention our Charitable work, all of whom also favour the US Dollar for international transfers.

What Charitable work do you do?

Our mission is contributing to Tibet and it’s people now and long into the future.

We therefore focus on assisting and supporting Charities who are long established, reputable, and consistently deliver aid to the regions most vulnerable people.

Together with our generous customers, who we fondly refer to as our partners, donate monthly to The Tibet Foundation. UK Registered Charity no. 292400

We all directly contribute to feeding, housing and educating the region.

How long will delivery take?

Short answer: On average between 15-30 working days.

Long answer: Almost all of our products are handcrafted which naturally take time to create.

To contend with this is the continued geo-political situation in Tibet. The Chinese authorities strictly control the movement of goods in and out of Tibet. Almost all of our items must first head to China where they are scanned and checked before being shipped out of the country.

This unfortunately is a common issue with acquiring items from Tibet but maintaining this status quo is essential to ensure our warm relationship with all parties continues long into the future.

We ask all our customers to please respect this circumstance – the wait will be worth it!

How secure is shopping in the Online Shop? Is my data protected?

Our Website has an SSL Certificate to boost security (hence the green padlock) and all payments are made using the Payment Gateways themselves i.e our website is not involved with any of the payment information.

When using the Payment Gateways, Paypal for example uses TLS 1.2 combined with SHA-256 encryption to transmit your payments which is one of the most secure combinations in the world.

As we are located in the UK we are bound by GDPR regulations. Please see the separate FAQ tab entitled What is your Privacy Policy & Cookies Policy? for more information on this topic.

How can I place an order?

You can do this 24 hours a day 7 days a week via our Online Shop

It is a secure website and is the fastest way to order our products.

How much is Shipping/Postage?

We happily ship to 33 countries completely FREE of charge!

You will never pay for shipping with us and the best part is it’s tracked from ‘end-to-end’ so once the item(s) has been dispatched you know exactly where it is!

Which countries do you ship to?

We happily ship to the following 33 countries:

  • Australia
  • Austria
  • Belgium
  • Brazil
  • Canada
  • Denmark
  • Finland
  • France**
  • Germany
  • Greece
  • Hong Kong
  • Hungary
  • Ireland
  • Israel
  • Italy
  • Japan
  • Luxembourg
  • Mexico
  • Netherlands
  • New Zealand
  • Norway
  • Poland
  • Portugal
  • Russia
  • Singapore
  • South Korea
  • Spain
  • Sweden
  • Switzerland
  • Turkey
  • Ukraine
  • United Kingdom**
  • United States**

** = not including overseas territories.

How will my item(s) be packaged?

Your item will be packaged in unassuming packaging, usually a small brown padded envelope.

Reasons for this are it keeps the weight down which expedites shipping and if it’s intended as a gift it won’t ruin the surprise.

Sometimes if you order multiple products they will arrive in seperate packets, this is perfectly normal as we work with many suppliers – they might not all be from the same one.

What exactly happens after ordering?

Once your payment has been accepted you will recieve an email to the address supplied at Checkout. This will serve as your reciept/invoice and will clearly state the order number and item(s) purchased along with their expected delivery timescales.

A Tracking number will follow, sometimes this can take 7 working days, and will provide you the ability to track your order from supplier to your door. This ‘end to end’ Tracking service is entirely complimentary with every order for your peace of mind.

You can access the Tracking service via the email or by navigating directly to this page Order Tracking.

Once the item is in your care, we will send a follow up email asking if you love the item as much as we loved choosing it for you! 

If you have any questions at all regarding the Order and Delivery process please feel free to email us at [email protected]

Am I liable for Taxes and Import Duties?

Yes – officially you are liable for all taxes and import duties just like any other online purchase from abroad.

However, due to the low value of our items it is very unlikely you will be charged anything at all.

We have never been notified, by any of customers, that they have been charged taxes or import duties to date… so rest assured!

For more information please refer to your local government website for the latest import information.

What is your Returns Policy?

Firstly we are sorry to hear you would like to return your item, the last thing we want is you feeling less than 100% satisfied with your purchase.

Please email us with your order number and provide as many pictures as possible of the problem to [email protected]

If the item is damaged upon reciept we will claim this from the courier and send you a replacement as fast as possible. If the exact same item is not available we will substitute it with an alternative of your approval.

If you wish to return an item through personal choice, i.e you don’t like it anymore. I’m afraid we cannot refund you but will provide you with store credit to order something else you prefer upon the return of the item (to our UK address).

Please wait for an RMA number to be issued before attempting any return. 

Unfortunately any items which have been customized or changed in anyway, such as engraving, cannot be refunded. Likewise any items sold which could be deemed a health concern to be resold cannot be returned either, such as underwear or swimwear.

Please be aware we will not be liable for any shipping costs incurred with returns to our UK address. This is entirely the responsibility of the buyer and we would strongly encourage tracking be used. We will not be liable for returns ‘lost in the mail’.

What is your Privacy Policy & Cookies Policy?

As we are based in the UK, we are bound by GDPR Regulations regarding your data. For simplicity we apply this for all our customers not just for those within the EU. 

This means for those of you in the US or Asia, for example, we go above and beyond the data protection laws in your regions to provide you a more secure experience. You are fully in control of your data, at all times, with Pure Kailash.

  • We respect your privacy by making Cookies entirely optional, you choose whether to Accept or Decline when entering our website and the Cookie expires every day.

  • You have every right to know what we do with your data, so we have detailed how we use your data and who we share it with in our Privacy Policy. Rest assured, it is only to fulfil your orders and market to you based on your consent we have already acquired such as for Newsletters.

  • We have created a dedicated page named the Privacy Tools which provides you full control over your data. If you wish to download all the data we hold on you (if any) simply download it from the page. In addition to this ability, if you wish to exercise your legal ‘right to be forgotten‘ this can also be achieved through this page whereby we instantly delete all data we hold on you. Please be aware if you choose this option you will lose any accounts you have created with us in addition to losing your order history so it would be unwise to do this immediately after placing an order with us.

We take data privacy incredibly seriously and we hope the above explanation, accompanied with links to our Privacy Policy, clarify and provide answers to most if not all of your questions.

If however you wish to ask a specific question about your data and privacy please email [email protected] and we will be happy to help.

Do you offer an Affiliate program?

Yes – if you’re an experienced internet marketer and wish to promote our products and our mission then we would love to hear from you!

Please navigate to our dedicated Affiliate Registration page to register your interest. Applications are reviewed daily and if Approved, payouts are monthly via Paypal.

For more information please refer to our Affiliate Terms and Conditions page.

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