Shipping policy
Coal & Company is a UK-based online retailer. This Shipping Policy applies to orders delivered within the United Kingdom.
1. Delivery Areas
We currently deliver to addresses within mainland United Kingdom.
Delivery to remote areas, including but not limited to the Scottish Highlands, Northern Ireland, islands, and other hard-to-reach locations, may be subject to additional delivery time or charges. Where this applies, we will contact you before dispatch to confirm details.
At this time, we do not offer international shipping.
2. Delivery Times
Delivery times vary depending on the product, size, and delivery method.
Typical delivery timeframes:
- Standard parcel deliveries: 3–7 working days
- Large or heavy items: 5–10 working days
Estimated delivery times are shown on individual product pages where applicable. Please note that these are estimates, not guarantees.
Some products may be shipped directly from our suppliers. This allows us to offer a wider range of premium outdoor living products, but delivery times may vary slightly between items.
Please note that some of our products are handmade to order and may require additional lead time before dispatch. Where this applies, the estimated delivery timeframe will be clearly stated on the individual product page. We recommend checking the product page for the most accurate delivery information before placing your order.
If you are unsure about the delivery timeframe for a specific product, please don't hesitate to contact us at info@coalandcompany.co.uk or call us on 03300 436315 and we'll be happy to help.
3. Delivery Charges
We offer free standard delivery on all orders over £300 to UK mainland addresses.
For orders under £300, delivery charges depend on:
- Product size and weight
- Delivery method (courier or specialist delivery)
- Delivery location
Shipping costs will be calculated and displayed at checkout before you place your order. For larger items, delivery charges may be quoted separately. If this applies, we will contact you to confirm costs before dispatch.
4. Large & Specialist Deliveries
Many outdoor living products (such as fire pits, heaters, outdoor kitchens and pizza ovens) are delivered via specialist couriers or pallet networks.
For these deliveries:
- Delivery is typically kerbside unless otherwise stated
- The courier will usually contact you to arrange a delivery date
- Someone must be available to receive the delivery
Please ensure clear access to the delivery location. If you have any concerns about access to your property, please contact us before placing your order and we'll be happy to advise.
5. Order Processing
Orders are typically processed within 1–3 working days before dispatch.
Once your order has been dispatched, you will receive confirmation by email. Tracking information will be provided where available.
Orders placed on weekends or public holidays will be processed on the next working day.
6. Missed Deliveries
If you are not available to accept your delivery, the courier may attempt redelivery or return the item to the depot. Please note that failed or refused deliveries may result in additional redelivery charges. If a returned item incurs storage or handling costs, these may also be passed on to you. We will always contact you to discuss options before any additional charges are applied.
7. Delivery Issues & Delays
While we work closely with our delivery partners, occasional delays can occur due to factors outside our control (for example, weather, courier disruption, or supply chain delays).
If your delivery is delayed or you have any concerns, please contact us and we'll be happy to assist.
8. Damaged or Missing Items
Please inspect your delivery carefully as soon as it arrives. If you suspect any damage at the point of delivery, please make a note of this on the courier's delivery note before signing — this is important and helps us resolve any issues on your behalf.
You must notify us of any damage, missing items or incorrect goods within 72 hours of delivery by contacting us at info@coalandcompany.co.uk, including your order number and clear photos where relevant. We'll work with you to resolve the issue as quickly as possible.
Please note that nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.
9. Contact us
If you have any questions about shipping or delivery, please contact us:
Email: info@coalandcompany.co.uk
Phone: 03300 436315