A third-party delivery company has been contracted to perform your oven delivery. To ensure that your delivery is successful, your participation is needed. Below are some answers to commonly asked questions about our delivery service.
The delivery company that has been contracted to perform the delivery will deliver your order to the closest kerbside at the delivery address, if the delivery cannot be made to the closest kerbside the delivery company will place your order in an alternate kerbside location at the same address. Please make sure there is adequate access and space to complete the delivery.
We will always call you to book in a delivery date that is suitable for you but delivery can only be booked in for a weekday (excluding bank holidays). On the selected date delivery will be made some time between 8am and 5:30pm, unfortunately a specific time cannot be requested, and you will be provided with tracking information.
Delays to delivery are rare but there are several factors that could cause one. If your oven is delayed we will do our best to notify you as soon as possible and then look to re-book your delivery for another day.
All Fuego ovens arrive on a bespoke pallet which will weigh between 450-1750Kg. The driver will use their tail lift to lower the oven to the ground and then move it onto your property using a pallet truck. Please note, the vehicle will not be equipped with machinery to install your oven or lift it over any fence or wall.
Please ensure that there is plenty of space for the lorry to pull up, if you need to ask neighbours to move cars, please make sure this is done before the driver arrives. The pallet truck which will be used to move your oven onto your property will only work on solid and level ground, it cannot operate on loose surfaces such as gravel. If you have a gravel driveway, please ensure you have some wooden boards on site for the oven to be pulled on to. Failure to take this measure could lead to your oven being delivered to the kerb next to your property rather onto your property itself.
Either you or your representative, that is 18 years of age or older, must be present to receive the order on the agreed delivery day. If no one is available to receive the delivery, a re-delivery fee may be applied to your order. Before you or your representative sign for the oven, or you allow the driver to sign on your behalf, you must INSPECT THE OVEN to ensure that it has not been damaged I transit. If you do see any damage, do not allow the driver to leave the property until you have spoken to someone at Fuego. If there is any damage or incorrect items, please call us immediately on 01937 290 080 and email as many images of the damage or incorrect items to firstname.lastname@example.org. A signed Delivery Note, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order is in perfect condition and you will not later be able to claim for this damage and/or missing items.
There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you require special services outside of our standard delivery. For example, if you need a specified time window, your address is not truck or trailer accessible, you were not available for your scheduled delivery, delivery not made due to unsafe conditions, not indicating missing pieces on the delivery note, etc.
Before you attempt to install or light your oven, please check all parts of the oven against the following checklist. a signed delivery note without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order is in perfect condition.
If you decide you want to return your Fuego Oven, we will refund the full value that you paid, provided the Fuego Oven is unused and in a resalable condition, less a 5% re-stocking fee. You will be liable for the shipping fee, which is typically around £100 (some locations have shipping surcharges, and if the strapping has been removed from the pallet there will be a re-strapping fee). Contact us at email@example.com to arrange collection.
Goods should be returned to us in a good, clean and saleable condition and in their original packaging. If the returned goods have not been looked after and are not in the condition that they were in when delivered to you, we reserve the right to pursue a claim against you separately.
If you believe your product to be defective, or that you are entitled to a replacement under warranty, please do not return the item to us. You need to let us know within 48hrs of receiving the product by emailing firstname.lastname@example.org, with some photos showing the problem, and a short description telling us what went wrong and we’ll get back to you as soon as we can. Do not install or light your oven if you believe your product is defective, this will void any type of claim or entitlement to a refund or replacement.
We will usually process any refund due to you as soon as possible and, never more than 14 days after you returned the item to us. We will refund the price of a defective product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us.
Please note that our ovens have a 1 Year lifetime warranty (under normal use). Read the full warranty here. If you have purchased using a credit card we will not refund the credit card charges we have incurred to process your payment.
On your order confirmation, you will receive an estimated delivery date. Please note that this is not a guaranteed delivery date for your order. Some geographical areas may take longer due to the frequency of deliveries to the delivery post code. Our system calculates this estimated date considering the total amount of time to process your order including: packaging, collection, transit time to the delivery company’s depot, and transit time to the delivery address.
We will make 3 delivery attempts for Parcel deliveries. After the 3rd failed attempt at delivery, the package(s) are returned to our warehouse and we will issue a credit for your merchandise only. If you would like to have the merchandise re-delivered, you will be responsible for the re-delivery fee.
Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect items. In the event that there are missing, damaged or incorrect items, please contact us at email@example.com within 48 hours of your delivery.
There may be circumstances that require additional payment by you if the conditions mentioned have not been met. For example, if you need to change the delivery address and your order has already been shipped, etc.
Food deliveries take place between 09.00 and 5.30pm, Monday to Friday. Unfortunately, a specific time may not be specified, however tracking details will be emailed to you before delivery.
You must be available to take delivery on the first attempt. Although you can instruct the courier to leave the package with a neighbour or in a safe place if possible, we cannot guarantee that this will happen and cannot take responsibility for spoiled goods where you have not been in to accept delivery. Package will not be re-delivered the next day because of the contents. It will be disposed of and we will not hold any liability if it cannot be left on the delivery day. We cannot take responsibility for spoiled goods, if you decide to change the date of delivery of an order that contains chilled or frozen products after you have received your shipping confirmation and the goods are in the possession of our third-party courier.
Please call us on 01937 290 080 for more details.
Our packaging is especially designed to keep your product in perfect condition for up to 36 hours. All chilled foods are sent in Polystyrene (EPS) Boxes to insulate and maintain the temperature whilst on transit.
We also use Sorbafreeze ice pads within the polystyrene boxes to maintain all foods at the correct temperature. Chilled and frozen foods will be kept at temperature for at least 36 hours during transit.
On opening the package customers should take care that the product remains cold and that the ice pad sheets remain at least partially frozen. If the product/s are no longer chilled, or totally defrosted, then the product/s should not be consumed. If this should happen, please contact us within 24 hours of receipt of your order. We cannot take responsibility for spoiled goods, if you do not inform us within 24 hours of receipt of delivery.
We appreciate that buying food over the internet might seem strange, so at Basco we go to extra lengths to provide you with as much product information as possible. You’ll find close-up photos and extended descriptions of our products as well as all the relevant specifications, like ingredients, allergens, directions for use and storage.
We can only deliver chilled and frozen products to destinations where a next-day service is available. Unfortunately that means UK Mainland only and excludes certain areas of northern Scotland where only a 2-day service is available (please check with us if in doubt).
If your order contains chilled or frozen products and the order is placed on a Friday, the goods will be dispatched the next available working day for next day delivery.
You must be available to take delivery on the first attempt. Although you can instruct the courier to leave the package with a neighbour or in a safe place if possible, we cannot guarantee that this will happen and cannot take responsibility for spoiled goods where you have not been in to accept delivery. We cannot take responsibility for chilled or frozen items that have been delivered but left in a safe place but not kept under the correct storage temperature. We cannot take responsibility for spoiled goods, if you decide to change the date of delivery of an order that contains chilled or frozen products after you have received your shipping confirmation and the goods are in the possession of our third party courier.
If you detect any damage or leakage, please still accept the box then inspect the contents and contact us if necessary. A small amount of liquid formation is normal as the ice begins to thaw. If there is genuine damage, we will not ignore your claim just because you did not reject the delivery.
Click here to view our parcel delivery charges.
“Our Fuego wood oven has transformed our restaurant! As a piece of kit, it is extremely versatile and controllable, allowing us to roast all of our meats and vegetables in the wood burning oven as well as using it as a charcoal grill during service. The flavour of everything coming out of the Fuego clay pizza oven is incredible due to the amazing smoky, charred tones added to the smell and taste of everything that’s cooked in it. It is not expensive to run as all the kiln-dried wood we use heats the wood fired pizza oven pretty quickly and it retains its temperature really well, only needing to add logs to the fire a few times over the course of service.”
“We wanted a traditional wood oven that ticked lots of boxes, for us it had to be made of brick for the authentic feel, have amazing functionality and great quality. Our Fuego clay pizza oven ticks them all. Our pizza nights are such a fantastic feature for the guests that stay in our holiday cottages and it’s a great way of bringing friends and family together for making those special memories. Highly recommended”
“The traditional methods used within its construction and the unrivalled ability to retain heat have thoroughly impressed us. It has been a welcome addition to our BBQ and live music events. We cannot recommend the Fuego brand enough and it has been extremely popular with our chefs and customers alike.”