Talk to me about UK Express Delivery

*Excludes bank holidays.

  • UK Mainland Express Delivery £8.00
  • Free Express Delivery for orders over £65.00

Express delivery is next business day for all orders placed before 2:00pm, Monday - Friday. Any orders placed on Friday after 2:00pm will be sent out for delivery the following working day.

Express delivery orders are shipped via DHL. You will receive your tracking number via your given email with an estimated delivery window, followed by a confirmed delivery window. You can track your order at any time using DHL’s track and trace or download the DHL app on your device to manage your delivery.

Unfortunately, we cannot send express delivery to Northern Ireland, Jersey, the Hebrides, Orkney, Isle of Man, Isle of Wight, Felixstowe, Aberdeen, Northern Highlands, Republic of Ireland, Argyll, Glasgow, Dundee, Guernsey, Shetland Islands, Isle of Scilly and Cornwall. However, it’s worth the wait.

*Please note, things sometimes happen out of our control. Our express delivery option may experience delays during peak periods.

Has my order been received/dispatched?

When you place your order, we’ll send you an email confirmation outlining your order. Once your order has been dispatched from our warehouse, we’ll send you another email to update you. If you don’t hear from us within four working days, please let our Customer Service team know at: customerservices@houseofcharcoal.co.uk or call us free on 0330 133 9711, 10:00am – 4:00pm Monday - Friday. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored.

Can I add to an existing order?

Unfortunately, we can’t add to orders, but if you place another order within a few hours of your original order, email us at customerservices@houseofcharcoal.co.uk or call us on 0330 133 9711 between hours of 10:00am – 4:00pm Monday – Friday, and we will do our best to deliver them at the same time. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored.

Has my order been successful?

Once your order has been placed, you will receive a confirmation email with an order number. If you don't receive an email, please check your junk mail. It could also be that you have misspelled your email address… so you may not receive the confirmation… (happens to the best of us).

If you've checked and you're still unsure, please contact our Customer Service team at: customerservices@houseofcharcoal.co.uk or call us on 0330 133 9711, 10:00am – 4:00pm Monday - Friday. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored (aren’t they all).

What if I have not received part(s) of my order?

If you're missing part of your order, it's possible it could have been sent in more than one parcel.  This is likely to be the case if your order is large and needs multiple boxes.

If you haven’t received all of your items please contact us within 14 days please contact our Customer Service team at: customerservices@houseofcharcoal.co.uk or call us on 0330 133 9711, 10:00am – 4:00pm Monday - Friday. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored (aren’t they all).

Can I make changes to my order (e.g. Delivery Address)?

Within seconds of placing your order, it gets processed at our warehouse. Unfortunately, this means we are unable to make any changes and you’ll need to place another order and return any unwanted items.

If you have any more detailed questions please get in touch with our Customer Service team at: customerservices@houseofcharcoal.co.uk or call us free on 0330 133 9711, 10:00am – 4:00pm Monday - Friday. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored (aren’t they all).

What should I do if I receive a faulty or incorrect item?

We’ll sort it. Please drop us an email with the following information to customerservices@houseofcharcoal.co.uk:

  • Your name
  • Your order number
  • Product name & code (this can be found on your order confirmation email)
  • Picture of the fault / incorrect item
  • What you would like to do: Refund / Replacement

Can I exchange my item?

Unfortunately, we don't offer an exchange facility on non-faulty goods. Simply return your item(s) as you received them, unopened in the original or other sturdy box, and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

If you have any more detailed questions please get intouch with our Customer Service team at: customerservices@houseofcharcoal.co.uk or call us free on 0330 133 9711, 10:00am – 4:00pm Monday - Friday. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored (aren’t they all).

Why has my card been declined?

We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7-10 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.

How do I redeem a discount or a special offer?

  • Select the basket icon
  • Click ‘View Cart’
  • Enter the code into the ‘Add a Promotion Code’ box.

*If you proceed to checkout without entering your code you’ve gone too far and need to go back to your Shopping Cart. You can only use one promotional code per order.

Can I order charcoal in bulk for my business?

We do not supply businesses with British charcoal at this time. However, if you are interested in a business-to-business offering, we can recommend one of our suppliers that may be able to accommodate your needs. Don't hesitate to get in contact with us at customerservices@houseofcharcoal.co.uk or call us free on 0330 133 9711, 10:00am – 4:00pm Monday - Friday.

Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored.

When will I be charged for my order?

Payment is taken at the point of ordering. If for any reason your item is not dispatched we will ensure you are refunded within 3-7 working days.

The items I recently put into my shopping cart are now sold out?

Adding items to your basket doesn’t reserve them and Items are allocated to you once your order confirmation has been sent.

Our Customer Service team is on hand to help provide alternative products to give you the perfect barbecue experience. Please email us at customerservices@houseofcharcoal.co.uk or call us on 0330 133 9711 between hours of 10:00am – 4:00pm Monday – Friday. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored. who will tell you the same thing and offer another suggestion.

What does “postcode verification failure” mean?

This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly. Rather than attempt multiple transactions online, it's best to contact our Customer Service Team at customerservices@houseofcharcoal.co.uk or call us on 0330 133 9711 between hours of 10:00am – 4:00pm Monday – Friday, and we will do our best to deliver them at the same time. Calls outside of these hours will go to a voicemail, so please leave a message and we will get back to you as soon as possible.

*All opening times are in GMT. Calls may be recorded and monitored.

Why have you sent me a security check email?

Additional checks are run on all orders with certain criteria, for your security as well as ours.

The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within four days, your order will be cancelled.

Why am I experiencing problems when entering my payment details?

This is a 3D Secure payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information, please contact your bank.

Is it safe to order online?

You can be assured that shopping with House of Charcoal is as safe as it gets. We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit and debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

PayPal

We’ve partnered with PayPal to give you a more flexible way to pay.

What happens if I cancel or return my order?

As soon as we have accepted your cancellation/return, you can request a refund through PayPal’s platform and cancel any further payments. Any refund issued will be paid to your PayPal Balance.