Welcome to the FAQ for The House of Unalome. If you cannot find what you are looking for here, you are always welcome to email us at customer@thehouseofunalome.com.

1. Orders & Shipping

Q1. Where do you ship from?
We currently ship from the Netherlands. All orders are prepared and dispatched from here unless otherwise stated.

Q2. Which countries do you ship to?
We ship to the countries listed at checkout. If your country is not listed, please email customer@thehouseofunalome.com and we will let you know if we can arrange a special shipment.

Q3. How long will my order take to arrive?
Processing time is usually 2–5 working days. Delivery time then depends on your location and the shipping option chosen at checkout. Please note that customs checks, public holidays, weather and carrier delays can affect delivery times.

Q4. How do I track my order?
Once your order has been dispatched, you will receive a confirmation email. Where tracking is available, this email will include a tracking link or reference.

Q5. My parcel is delayed or seems lost – what should I do?
First check the tracking link (if provided). If it has not updated for several days, or your order has not arrived within the estimated timeframe, please email us with your order number and we will investigate with the carrier.

2. Products – Clothing & The Label

Q6. How do I choose the right size?
Many of our pieces are designed to be flowing and forgiving. Each product page includes details on fit and, where possible, suggested size ranges. If you are unsure, feel free to email us with your usual size and height and we will do our best to guide you.

Q7. How should I care for my kimono or clothing?
Care instructions are provided on the product page and on the garment label. In general, we recommend:

• Gentle washing (by hand or on a delicate cycle);

• Avoiding bleach and harsh detergents;

• Air-drying flat or on a hanger;

• Storing away from direct sunlight.

Please follow any specific care instructions on the label, as fabrics and dyes can vary.

Q8. Will my garment look exactly like the one in the photo?
We do our best to photograph our pieces accurately, but colours may look different on different screens. For hand-crafted or small-batch items, there may be slight variations in print placement, tone or detailing. These are part of the uniqueness of each piece.

3. Products – Ceremonial Cacao

Q9. What is ceremonial cacao?
Ceremonial cacao is a minimally processed form of cacao paste, traditionally used in ritual and ceremony. It is richer and more intense than regular hot chocolate and is often enjoyed as a warm, intentional drink.

Q10. How do I prepare it?
Basic preparation guidelines (including suggested grams per serving) are provided on the packaging and/or product page. You can usually melt the cacao gently with hot water or plant milk, then whisk until smooth. You may add spices, sweeteners or other ingredients to taste. Please follow any specific instructions on your product.

Q11. Is ceremonial cacao safe for everyone?
Cacao naturally contains stimulants such as theobromine and small amounts of caffeine. It may not be suitable if you:

• Have certain heart conditions or very high blood pressure;

• Are pregnant or breastfeeding;

• Are sensitive to stimulants; or

• Are taking certain medication (for example some antidepressants or heart medication).

Our products and circles are not medical treatment. If you are unsure whether cacao is safe for you, please consult your doctor or healthcare provider before use.

Q12. How should I store my cacao?
Store it in a cool, dry place away from direct sunlight, heat and strong odours. Do not refrigerate unless the packaging specifically advises otherwise. Always reseal the packaging tightly after opening.

4. Events, Circles & Retreats

Q13. What kind of events do you offer?
We offer a range of experiences including:

• (Single) motherhood circles and gatherings;

• Cacao ceremonies and ritual spaces;

• Workshops and other community experiences.

Each event or programme will have its own description on the Site with details of format, location (online or in person), themes and what to bring.

Q14. Are your circles and events a form of therapy?
No. Our circles and events are supportive spaces for connection, reflection and personal growth, but they are not medical or psychological therapy and do not replace professional care. We encourage you to keep working with your doctor or therapist where needed.

Q15. How do I apply for a programme like “The Butterfly Effect”?
You can find information and an application or intake form on the relevant Event or programme page. We may ask you some questions about your current situation to ensure the space is appropriate and safe for you and the wider group.

Q16. Can I cancel or move my event booking?
Our cancellation, rescheduling and refund rules for Events are explained in detail in our Refunds & Returns Policy. In general:

• Cancellations made well in advance may be refundable or transferable;

• Late cancellations or no-shows are often non-refundable, because places are limited and reserved for you.

Please read the specific Event details and our Refunds & Returns Policy before booking.

Q17. Can I bring my child to an event?
Unless clearly stated otherwise, our circles and events are designed for adults and are not suitable for children to attend. If you have a specific question about a particular event, please contact us before booking.

5. Accounts & Payments

Q18. Do I need an account to order?
You can often check out as a guest, but creating an account lets you:

• View your order history;

• Save your address details;

• More easily track future orders.

Q19. Which payment methods do you accept?
We accept the payment methods displayed at checkout, which may include major debit/credit cards, PayPal, iDEAL and other local options. All payments are processed securely by our third-party payment providers.

Q20. My payment failed – what should I do?
First, check that your card details, billing address and any required authentication (e.g. 3D Secure) are correct. If the issue persists, you can try a different payment method or contact your bank. If you continue to have trouble, please email us with a screenshot or description of the error.

6. Returns, Refunds & Cancellations

Q21. Can I return a clothing item if it doesn’t fit?
In most cases, yes. If you are not happy with a clothing item, you can usually return it within the timeframe set out in our Refunds & Returns Policy, as long as it is:

• Unworn and unwashed;

• In its original condition with tags attached; and

• Free from odours, stains and damage.

Please read the full Refunds & Returns Policy and contact us before sending anything back.

Q22. Can I return ceremonial cacao?
For health and hygiene reasons, we can generally only accept returns of cacao if the packaging is still sealed and unopened, unless there is a clear quality or safety issue. Once opened, cacao is not normally returnable. If you think something is wrong with your product, please contact us straight away with photos and details.

Q23. Who pays for return shipping?
Unless the item is faulty, damaged or we sent the wrong item, you are usually responsible for the cost of return shipping. Where an item is incorrect or faulty, we will either cover or reimburse reasonable return costs. Full details are in our Refunds & Returns Policy.

Q24. How do I request a refund?
Please email customer@thehouseofunalome.com with:

• Your full name;

• Order or booking number;

• The item or Event you are asking about;

• A brief explanation of the issue;

• Photos (if an item is damaged or incorrect).

We will then send you the next steps and let you know what is possible under our Policy and your local consumer rights.

7. Privacy, Data & Cookies

Q25. How do you use my personal data?
We collect and use your data to:

• Process orders and bookings;

• Communicate with you about your order or Event;

• Improve how the Site is used;

• Send you updates and newsletters if you choose to subscribe.

All of this is explained in detail in our Privacy Policy, including your rights under the GDPR (such as access, correction and deletion of your data).

Q26. Do you share my data with anyone else?
We do not sell your data. We share it only with trusted service providers who help us run the Site and fulfil orders (for example web hosting, payment processors, delivery companies and email services), and with authorities where required by law. Each provider is required to protect your data and use it only for the services they provide to us. See our Privacy Policy for more details.

Q27. What about cookies?
We use cookies to keep the shop functioning (for example, keeping items in your basket, remembering you are logged in) and, with your consent, to understand how people use the Site and to run our marketing. You can manage your preferences through the cookie banner or your browser settings. Full details are in our Cookies Policy.

8. General

Q28. Are your legal documents available to read?
Yes. You can find our:

• Privacy Policy

• Terms of Service

• Refunds & Returns Policy

• Cookies Policy

in the “Legal” or footer area of the Site. These documents explain in detail how we work with you as a customer and community member.

Q29. I still have a question. How can I contact you?
You can email us at customer@thehouseofunalome.com. Please include your order or booking number (if you have one), along with as much detail as possible, so we can help you quickly and clearly.