A third-party delivery company has been contracted to perform your oven delivery. In order to ensure that your delivery is successful, your participation is needed. Below are some answers to commonly asked questions about our delivery service.
Following receipt of you order confirmation, we will be sending you a FUEGO DELIVERY QUESTIONNAIRE to the email address provided in your order. It is important that you complete all fields and answer all questions and return the form back to us. We cannot process any orders without this form, so please ensure you send it back, in order to avoid any delays to your order.
All our ovens are manufactured to order, following your specification of size, finish and door style. DUE TO UNPRECEDENTED DEMAND AND THE IMPACT OF COVID-19 HAS HAD TO OUR MANUFACTURING, PLEASE NOTE THAT OVEN MANUFACTURING CAN TAKE UP TO 12 WEEKS.
As soon as your order is ready to ship, we will send you a shipping confirmation email with your tracking number and link to track your order. You will also receive various email notifications updating you on the delivery progress of your order.
Deliveries will be made between the hours of 9am-5.30pm, Monday to Friday. We will call you in advance to confirm the scheduled delivery date.
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 – prior to delivery ensure that there is adequate room to make the delivery considering driveways, hallways, staircases and elevators.
Delivery takes place between 9-5.30pm, Monday to Friday. Unfortunately, a specific time may not be specified, however tracking details will be emailed to you before delivery. Someone will need to be present to sign for your oven delivery.
All Fuego ovens arrive on a standard crated pallet, weighing between 600-1000Kg. The driver will be able to unload the pallet using a tail lift. The pallet can be manoeuvred on solid, level ground with a pallet truck. Please note, it is not the responsibility of the driver to set your oven in place and/or assemble it.
Either you or your representative, that is 18 years of age or older, must be present to receive the order at the agreed delivery day and time window. If no one is available to receive the delivery, a re-delivery fee may be applied to your order. This agreement is with you and Fuego Ovens. Neither Fuego Ovens nor the 3rd party Delivery Company that has been contracted by Fuego Ovens to perform the delivery will be held responsible if you decide to hire a 3rd party contractor to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.
Please ensure you sign the Delivery Note in the presence of the Delivery Company representative to indicate your delivery has been received. 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 retain the item(s), indicate the problem on the Delivery Note and contact us at email@example.com within 48 hours of your delivery. A signed Delivery Note, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order is in perfect condition.
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 tractor 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.
Oven delivery charges depend on your delivery location.
Click here to view our oven delivery charges
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 firstname.lastname@example.org 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 withing 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.
f you’ve changed your mind about accessories after you’ve received them, that’s fine. Just return them to us in their original packaging and in perfect resaleable condition within 14 days of delivery of your order and we’ll refund you in full, less a restocking fee of 10% or a minimum of £10, whichever’s greater. No delivery charges (including any premium delivery charges) will be refunded.
You can return your products via Royal Mail or any other suitable courier. If you are returning any fireclay items, please check that you have the appropriate insurance to cover for any possible breakages. Items must be returned to:
Fuego Wood-fired Ovens
Unit 427B Birch Park
Thorp Arch Estate
Wetherby, West Yorkshire
We will process your refund due to you as soon as possible, but 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.
If you decide you want to return your Fuego Wood-fired Oven, we will refund the full value that you paid, provided the oven is unused and in a resalable condition, less a 10% re-stocking fee. You will be liable for the shipping fee, which is typically around £60-100 (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 don’t 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 light your oven if you believe that the product is defective. See the warranty agreement here.
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 wood-fired ovens and oven accessories have a 2 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.
“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.”