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Frequently asked questions
Experience Centre
Opening hours
Delivery
Return
Outdoor cooking stoves
(Online) content

I want to visit at the weekend. Is this possible?

On weekends, our Experience Centre is closed, excluding open days and events. Should an open day/event take place, it will be indicated on the website and on our social media channels.

Can I come and watch with several people at the same time?

That is certainly possible. Just let us know in advance though, so we can take it into account.

Where is the Experience Centre located?

The Experience Centre is located at Zijperweg 26, 1742 NE in Schagen.

Are really all your products on display?

Our stock is always well stocked! To make sure the product you want to see is actually in our Experience Centre, please contact us. Send an e-mail to customercare@vuurlab.nl

Can I visit your Experience Centre without an appointment?

We work by appointment. You can always e-mail us at customercare@vuurlab.nl for an appointment, you are welcome to take a closer look at our beautiful products! We are happy to take plenty of time for you.

I would like to visit! How can I make an appointment?

Send a mail to customercare@vuurlab.nl Then we will contact you a.s.a.p. to schedule an appointment!

What are your opening hours?

The Experience Centre is open by appointment only. Our office can be reached by phone Monday to Friday from 9:00-17:00.

On which days are you open?

The Experience Centre is open by appointment only. Our office can be reached by phone Monday to Friday from 9:00-17:00.

When and what time will my parcel arrive?

You will receive an e-mail from DHL at your specified e-mail address as soon as your parcel is on its way. This will include a date and time. If you have not received an e-mail or no track & trace code, please check your spam first. If you do not see anything here either, please contact us at customercare@vuurlab.nl.

TIP: download the DHL app. This way you can easily monitor your parcel and adjust the delivery time/day if you are (unexpectedly) not at home. 

I am not at home (unexpectedly) at the delivery time, what can I do?

If you are (unexpectedly) not at home at the delivery time, we advise you to change the delivery time/day in the DHL app. Unfortunately, we do not have access to this, only you can change it.

I have problems with parcel delivery. What now?

If you are (unexpectedly) not at home at the delivery time, we advise you to change the delivery time/day in the DHL app. Unfortunately, we do not have access to this, only you can change it.

Very annoying that something went wrong with the delivery! We will of course try to solve this as best we can within our capabilities. First of all, we would like to clarify that we NOT in direct contact with DHL. DHL is an external company and once the package has left our warehouse, DHL determines how, what and where. We can therefore include:

  • - No contact with the on-site delivery driver,
  • - No scheduling time for your delivery/pick-up,
  • - Accelerating an investigation.

We will at all times do our utmost to support you in the process and make it as quick as possible. To make a report to DHL, the following is important:

  • - For us, it is important to properly identify exactly what happened to the package and delivery. For example, do you have a RING doorbell? Then collect the images as evidence and send along as many photos as possible (of the box and the product, for example, if possible),
  • - We need as much evidence as possible to submit a valid complaint to DHL's parcel service. The more evidence, the easier it will be to take up the case. Without valid and/or lack of evidence, it becomes very difficult

For more information, please contact us at customercare@vuurlab.nl Or send a whatsapp message to 085-0608418.

I forgot to collect my parcel from a collection point and now my parcel has been returned to you. What can I do?

That's annoying. DHL sends two reminders to the specified e-mail address to let you know the parcel is at a collection point. Did you end up forgetting to collect the parcel? Then DHL will send it back to our warehouse.

Is this the case with you? If so, please contact us at customercare@vuurlab.nl. Then together we'll see what we can do.

The package can be sent to your address again, from our warehouse, but the shipping cost will be for their own account. 

Where is my package?

You can track your parcel with the track & trace code sent! Is your track & trace code missing? Then check your Spam!

The product delivered is broken. I want to return it. How does this work?

When a product breaks down, it is of course very annoying. The solution for the delivered product lies in the following factors:

Did the product break down during transport?
Then send detailed and good photos of the box and product to customercare@vuurlab.nl with the subject 'product broken transport'. We will then put this in our carrier's complaint system. We will keep in touch with you throughout the case until a solution is found.

Did the product break down during the two-week return guarantee?
Then you may return the item to our warehouse. Returns are always at your own expense; regardless of the cause. Please read our terms and conditions for more information.

Has the product broken down after the two-week return guarantee?
Then, unfortunately, there is nothing more we can do for you. Should you disagree and think there should be another solution to your problem, after the two-week return guarantee? Then please contact us.

Can I collect my parcel from your warehouse?

Yes, this is certainly possible! During the ordering process, tick the 'Pick up in Schagen, Zijperweg 26' box under 'Delivery'.
In case of failure, email us at customercare@vuurlab.nl to make an appointment to collect your order from us.

Which carriers do you work with?

We cooperate with DHL, Post NL and various carriers for large consignments and pallet shipments.

How long will it take for my product to arrive that is on backorder?

That depends on the supplier of the product. On average, re-ordering a product takes 14 days. For more information or larger quantities, please send an e-mail to customercare@vuurlab.nl.

What is your standard delivery time?

Your order will leave our warehouse after one or two working days.* Delivery time also depends on our carriers. Please note that with holidays and (exceptionally) nice weather, it may take a little longer.
*We do our utmost to send your order as soon as possible. Sometimes this takes longer than the standard delivery time, depending on suppliers, stocks or another third party.

I have problems with parcel delivery. What now?

If you are (unexpectedly) not at home at the delivery time, we advise you to change the delivery time/day in the DHL app. Unfortunately, we do not have access to this, only you can change it.

Very annoying that something went wrong with the delivery! We will of course try to solve this as best we can within our capabilities. First of all, we would like to clarify that we NOT in direct contact with DHL. DHL is an external company and once the package has left our warehouse, DHL determines how, what and where. We can therefore include:

  • - No contact with the on-site delivery driver,
  • - No scheduling time for your delivery/pick-up,
  • - Accelerating an investigation.

We will at all times do our utmost to support you in the process and make it as quick as possible. To make a report to DHL, the following is important:

  • - For us, it is important to properly identify exactly what happened to the package and delivery. For example, do you have a RING doorbell? Then collect the images as evidence and send along as many photos as possible (of the box and the product, for example, if possible),
  • - We need as much evidence as possible to submit a valid complaint to DHL's parcel service. The more evidence, the easier it will be to take up the case. Without valid and/or lack of evidence, it becomes very difficult

For more information, please contact us at customercare@vuurlab.nl Or send a whatsapp message to 085-0608418.

I forgot to collect my parcel from a collection point and now my parcel has been returned to you. What can I do?

That's annoying. DHL sends two reminders to the specified e-mail address to let you know the parcel is at a collection point. Did you end up forgetting to collect the parcel? Then DHL will send it back to our warehouse.

Is this the case with you? If so, please contact us at customercare@vuurlab.nl. Then together we'll see what we can do.

The package can be sent to your address again, from our warehouse, but the shipping cost will be for their own account. 

How long will it take for my money to be returned?

The VUUR LAB. has two weeks to return your money. We sometimes depend on third parties to do this. If you have not received a refund after more than two weeks, please let us know ASAP via customercare@vuurlab.nl.

I accidentally threw away the product packaging. What can I do now?

Contact us by e-mail customercare@vuurlab.nl. Then we'll see what we can do.

Who are the return costs for?

Return costs are to be borne by the customer. This is also indicated in the terms and conditions on our website.

The product delivered is broken. I want to return it. How does this work?

When a product breaks down, it is of course very annoying. The solution for the delivered product lies in the following factors:

Did the product break down during transport?
Then send detailed and good photos of the box and product to customercare@vuurlab.nl with the subject 'product broken transport'. We will then put this in our carrier's complaint system. We will keep in touch with you throughout the case until a solution is found.

Did the product break down during the two-week return guarantee?
Then you may return the item to our warehouse. Returns are always at your own expense; regardless of the cause. Please read our terms and conditions for more information.

Has the product broken down after the two-week return guarantee?
Then, unfortunately, there is nothing more we can do for you. Should you disagree and think there should be another solution to your problem, after the two-week return guarantee? Then please contact us.

Can I return my product?

You can. However, the product must be packed in its original packaging, unused and contain no newly applied damage. VUUR LAB. reserves the right to refuse a return if it does not meet the above requirements.

 

How can I best maintain my BBQ Outdoor cooking stove?

After cooking and/or lighting a fire outside, put the stove under a covered area (e.g. a veranda, shed, etc). This will keep the stove looking its best. Eventually, as you use it, the stove will take on a nice, rusty colour. You can keep the stove black by painting it with a heat-resistant paint.

What can you prepare on the BBQ Outdoor cooking stove?

On the BBQ Outdoor cooking stove, you can prepare anything you like! Whether you love meat, fish, pancakes, vegetables, soups... everything is possible! Check out our additional accessories or recipes page for inspiration. You can also here download our recipe book.

In what sizes are the BBQ Outdoor cooking stoves available?

The BBQ Outdoor cooking stove is currently available in Ø31, Ø36, Ø39 and Ø53 diameters.

What material are the BBQ Outdoor cooking stoves made of?

Ø31, Ø36 and Ø39: Matt black coating & steel

Ø53: Enamelled steel

Are there loose chimney pipes that can be ordered for the stove?

You certainly can. Loose and in pairs!

Are your BBQ Outdoor cooking stoves produced by hand?

Our products are handmade in Europe. This keeps our products authentic. Please note that some products may therefore have minor deviations. We naturally do our utmost to deliver everything to the customer as beautifully as possible.

I am from the newspaper / press / TV / other media platform and I want to ask some questions, where can I email to?

How incredibly nice that you want to ask us some questions! You can reach us at marketing@vuurlab.nl.

Note: we are working on a press/media page. Please be patient ;)

I would like to post a photo/video on my social media with your product, is this allowed?

Of course this is allowed, you are then not obliged to name us. Sure we would love it though ;)

I want to put a picture of you taken by you on my own channel, is that allowed?

This is allowed, provided: permission for this has been requested and permission granted by the VUUR LAB. Also, we must be named and tagged in the photo.

I would love to model for VUUR LAB. with photo shoots, can I sign up for that somewhere?

You can! You can register via this page or via marketing@vuurlab.nl

Can you also be reached on your social media?

Sure! During office hours (9:00-17:00), you can reach us via social media. We will try to reply to your message as soon as possible.

I have a nice video or photo I would like to share with you. Where can I send this to?

Super nice that you made a beautiful memory with one of our products! You can send your video(s) or photo(s) to marketing@vuurlab.nl. Please include your name and social, should we want to share it online.