Frequently Asked Questions
Delivery & returns
You’re welcome to order any amount you like. If you want to make the most of the £5.95 delivery charge, our products freeze beautifully, so you can fill your freezer and save yourself a future delivery.
Unfortunately, we can’t accommodate collections right now, but our delivery service is designed to make things easy and convenient for you at home.
We’re sorry about that! We found that sometimes our confirmation emails find there way into peoples' junk/spam folders, so please do check there first.
If you still have no luck, please email our team on: athome@woodfiresmoke.uk with your surname, postcode and order number and we will be able to help you.
We work with a third party courier, DPD and once a shipment is created for your order you should receive delivery notifications from DPD directly.
DPD will usually allocate an estimated 1 hour delivery time-slot on the morning of your scheduled delivery (usually before 11am).
We advise you to download the DPD tracker app so you can track and amend your delivery.
Deliveries in Scotland may be made slightly later in the day. Using your individual tracking number, you can track your order here.
If there are any issues, please do contact us on athome@woodfiresmoke.uk.
We’re really sorry to hear this! Please check the following first:
– Is the address you’ve inputted definitely correct?
– Has your box been left somewhere out of sight in a safe place?
– Has your box been left with a neighbour?
– Has the DPD driver, or tracking info left any more details on where it was left?
If you’re still having issues, please contact us :athome@woodfiresmoke.uk ,along with your delivery details and we will ensure this gets resolved.
To protect the quality of your order, we avoid weekend deliveries with DPD. Their weekend service isn’t as consistent, and with perishable goods, reliability really matters.
We’d love to deliver everywhere, but DPD can only provide next‑day service to mainland UK postcodes. This means Northern Ireland, the Highlands, Islands and Borders are unfortunately excluded. We know it’s frustrating and we’re sorry for any disappointment.https://apps.apple.com/gb/app/dpd/id1064977107
DPD delivers your food box on the date you select and will try twice within your 1‑hour window.
If they’re unable to deliver, the box is safely disposed of due to food‑safety rules.
Since DPD is a third‑party courier, please make sure you’re able to see their notifications on the day. We advise you to download their tracking app, so you can track and amend your order.
They do offer options like leaving it with a neighbour or in a safe place, but we can’t guarantee the pizzas will remain chilled if you choose this.
Don’t worry if you miss the first attempt — DPD will come back for a second try within a 1 hour window of the 1st attempt.
You can also update your delivery preferences with DPD via their tracking app and select a safe place or neighbour if that’s easier for you.
For food‑safety reasons, we can’t have boxes left on the doorstep. Please make sure someone is available, or update your DPD preferences with a safe place or neighbour.
Our food box orders can’t be cancelled or refunded, but if something isn’t quite right or you have a question, please email athome@woodfiresmoke.uk — our team is always here to help.
All of our items are freshly made and perishable, so we’re not able to accept returns. If something isn’t right, though, please let us know — we’re always here to help.
Storage & Cooking Instructions
Keep chilled below 5 degrees. Store in the fridge up to thier use by date. Once opened cook immediately - do not refrigerate once opened. Pizzas and Doughballs are suitable for freezing up to 1 month after its use by date. Frozen products should be cooked from frozen. Do not consume if pizza has been defrosted.
1) Preheat your oven to a minimum of 220°C. Allow it to fully come up to temperature before cooking.
2) Remove all packaging. We recommend adding a drizzle of olive oil to the crust.
3) Place directly onto the top rack in the oven.
4) From chilled, bake for 5 – 8 minutes until the cheese is completely melted. From frozen, bake for 7 - 10 minutes.
5) Remove from the oven. Ensure food is piping hot before consumption.
1) Preheat your oven to a minimum of 230°C. Allow it to fully come up to temperature before cooking.
2) Remove all packaging. Set your Garlic Oil and Sea Salt aside - these go on at the end.
3) Place the Doughballs on a slightly oiled baking tray, spacing them evenly apart to ensure equal baking. Rub Oil into the dough on both sides.
4) From chilled, bake for 8 – 10 minutes, turning half way through, until golden and cooked through. Ensure product is piping hot throughout with a slight crust on the outside.
5) Remove from the oven. Drizzle generously with the Garlic Oil and Sea Salt.
6) Serve immediately - Doughballs are best eaten straight from the oven while the outside is crisp and the inside soft and fluffy.
Place your pizzas directly onto the oven rack. Do not place them on a baking tray.
The use by date is on the white label on the back of the pizza. You can also find a use by date on the reverse side of the black label.
Recycling & Packaging
All our cardboard boxes and plastic containers can go straight into your household recycling. The softer plastic packaging can be recycled at most large supermarkets. Our Coolapacks aren’t recyclable, but they’re great to reuse — perfect for picnics, lunch bags or keeping things cool on the go.
OTHER
We are currently unable to accommodate any other dietary requirements. However, we are planning to launch new products that will be inclusive of basic dietary requirements.
Allergens are always listed on each product page for your reference. For any specific allergen information please email our Customer Experience team on athome@woodfiresmoke.uk and they will happily assist you further.
The 'Finish At Home' menu is a streamlined version of our restaurant offering. Some flavours are best enjoyed fresh in‑house, so we focus on the pizzas that hold their quality during chilled delivery.