We hope to be able to answer most of your questions here, if we haven't please do contact us

What is your Ordering Policy?

We make every effort to ensure all products are in stock, but in the event of us not having your chosen product we will call or email you and offer either a refund or a later delivery if possible.

Credit Card / debit card orders are processed securely by Shopify payments powered by Stripe. The Charcoal Burner Company does not handle any credit card data for orders placed online.

We can still accept postal orders accompanied by a cheque. Cheques will not be cashed until your goods are ready to be dispatched.

We aim to process orders the same day, although at busy periods such as Christmas please allow a couple of days extra.You should receive your items within 1-3 days from the date the order was processed.

If you would like to speak to somebody, we can also accept orders over the phone. Please call us on 07974 360 967 

Please note that pictures may not be to scale; always check dimensions. Colours are reproduced as accurately as possible, however, as with all photography, there may be some slight variation.

What is your Delivery Policy?
We use a combination of courier and Royal Mail. Depending on the weight and size of item, delivery will be either First Class with Royal Mail or a designated courier service usually UPS, DPD, or TNT.  

We do not add any extra charge for packing, and we recycle all the packaging we receive. 

Postal charges will be added to your cart after you have entered your delivery address, to ensure the correct price. 

Do you ship Internationally?
Yes

What is your Returns Policy?
We hope you are happy with your purchases from The Charcoal Burner Company Prakti UK but if not, we can offer a refund on any item as long as it is returned in a saleable condition within 30 days. Please contact us for more information. Please note, however, that we are unable to reimburse postage costs.

If you have received a damaged or faulty item, please let us know, and we will do our best to resolve the situation as soon as possible.

Can I borrow products for a photoshoot?
Yes, for any press or photoshoot requests, please email: press@thecharcoalburnercompany.co.uk

Can I use your photographs?
All images, text, design and graphics on this website are owned by Prakti Pte and The Charcoal Burner Company. We welcome people sharing our images, but please ensure a correct credit and a link to this site.

Can I stock your stoves in my store?
Yes we welcome your interest always happy to discuss please email: trade@thecharcoalburnercompany.co.uk

What are your website's Terms and Conditions?
Thank you for visiting our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Charcoal Burner Company’s relationship with you in relation to this website.

The term The Charcoal Burner Company or ‘us’ or ‘we’ refers to the owners of the website whose registered office is 14 Limes Walk,  London, SE15 3LJ. Our company registration number is 08844342 and we are registered in England. The term ‘you’ refers to the user or viewer of the website.