Frequently Asked Questions
Everything you need to know about your House of Charcoal experience.
What is the standard delivery time for UK orders?
We offer standard shipping across the UK, which typically takes 3-5 business days. Express next-day delivery options are also available at checkout for orders placed before 2 PM.
How do I return an item for a refund or exchange?
We offer a 30-day return policy. Items must be unworn, with all original tags attached. Please visit our Returns Portal on the website to generate your prepaid shipping label.
How can I find the right size for me?
Each product page features a detailed 'Size Guide' with specific measurements. If you are between sizes, we generally recommend sizing up for a more relaxed fit or following the specific fit notes in the product description.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as digital wallets like Apple Pay, Google Pay, and interest-free installment options via Klarna.
Are your materials sustainably sourced?
At House of Charcoal, we are committed to ethical fashion. We prioritize organic cotton, recycled polyester, and sustainable packaging to reduce our environmental footprint.
Can I track my order after it has been shipped?
Yes, once your order leaves our warehouse, you will receive an email confirmation containing a tracking number and a link to monitor your delivery's progress in real-time.