Frequently Asked Questions

Everything you need to know about shopping with House of Charcoal

What is your shipping policy within the UK?

We offer standard delivery (3-5 business days) and express delivery (1-2 business days) via Royal Mail and DPD. Free standard shipping is available on all orders over £75.

How do I return an item for a refund or exchange?

You can return any unworn items in their original packaging within 28 days of purchase. Simply visit our online returns portal to generate a prepaid shipping label.

How can I ensure I select the correct size?

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.

Which payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, Amex), as well as digital wallets like Apple Pay, Google Pay, and buy-now-pay-later options via Klarna.

Are your garments ethically produced?

Yes, House of Charcoal is committed to sustainable fashion. We work exclusively with manufacturers who adhere to fair labor practices and utilize eco-friendly materials where possible.

How do I track my order once it has been dispatched?

Once your order leaves our warehouse, you will receive an email confirmation containing a tracking number and a link to follow your parcel's journey.