Shipping policy

SHIPPING POLICY

EverBurningCharcoal (T2 Square Limited)

Last updated: April 22, 2026

OVERVIEW

We aim to get your order to you as quickly as possible. Please read this policy carefully so you know what to expect when you place an order with us.

DELIVERY AREAS AND CHARGES

We offer free delivery on all orders to Mainland UK.

Additional delivery charges may apply for the following areas:

  • Northern Ireland
  • Scottish Highlands and Islands
  • Channel Islands
  • Republic of Ireland
  • International destinations

If you are ordering from any of these areas, please contact us at sales@everburningcharcoal.co.uk or call 07960 816310 before placing your order so we can confirm delivery availability and costs.

ORDER PROCESSING

All orders are processed and dispatched on the next working day after your order is placed. Orders placed on weekends or UK public holidays will be processed the following working day.

You will receive a confirmation email when your order has been dispatched, including your DHL tracking number.

DELIVERY TIMEFRAMES

We use DHL eCommerce to deliver all orders. Once dispatched, you can expect delivery within 1 working day to Mainland UK addresses.

Please note that delivery timeframes are estimates and are not guaranteed. We are not liable for delays caused by DHL, adverse weather conditions, or any other circumstances outside our reasonable control.

ORDER TRACKING

Once your order has been dispatched, you will receive an email containing your DHL tracking number. You can use this to track your delivery at www.dhl.com.

If you have not received a tracking email within 2 working days of placing your order, please contact us at sales@everburningcharcoal.co.uk.

FAILED DELIVERIES

If a delivery attempt fails, DHL will notify you and may attempt redelivery or hold your parcel at a local depot for collection.

If a parcel is returned to us due to any of the following reasons, the customer will be responsible for the cost of return shipping and any redelivery charges:

  • An incorrect or incomplete delivery address was provided at checkout
  • Nobody was available to accept delivery after multiple attempts
  • The parcel was refused by the customer at the point of delivery

If a delivery fails due to an error on our part or on the part of DHL, we will reship your order at no cost to you, or issue you a full refund -- whichever you prefer.

DAMAGED OR LOST PARCELS

If your order arrives damaged, please take photographs immediately and contact us within 48 hours of delivery at sales@everburningcharcoal.co.uk. We will work with DHL to resolve the issue promptly.

If your tracking information shows your parcel as delivered but you have not received it, please contact us and we will investigate with DHL on your behalf.

CONTACT US

For any questions about your delivery, please get in touch:

EverBurningCharcoal (T2 Square Limited) Unit 4 Lordship Farm, Walkern Road, Benington, Hertfordshire, SG2 7LL Email: sales@everburningcharcoal.co.uk Phone: 07960 816310 Website: www.everburningcharcoal.co.uk