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, heavy, or palletised 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.

3. Delivery Charges

Delivery charges depend on:

  • Product size and weight
  • Delivery method (courier or pallet)
  • 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 & Pallet Deliveries

Many outdoor living products (such as fire pits, heaters, outdoor kitchens, and furniture) 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. Failed or refused deliveries may result in additional charges.

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. 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.

7. Damaged or Missing Items

Please inspect your delivery as soon as it arrives.

If your order arrives:

  • Damaged
  • Incomplete
  • Incorrect

Contact us as soon as possible at info@coalandcompany.co.uk,  including your order number and clear photos where relevant. We’ll work with you to resolve the issue promptly.

8. Contact Us

If you have any questions about shipping or delivery, please contact us:

Email: info@coalandcompany.co.uk

Phone: 03300 436315