Support

01

FAQ

If you’ve got a question, there’s a good chance we’ve covered it in our FAQs , but if not, please get in touch with our Customer Services team.

Charcoal
Gas
ROTISSERIE
Customer Query

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4K
HUB II
HUB
fusion
cube

What do we do if something is broken?: Contact Everdure by Heston Blumenthal for service support.
What can I do if my food probes aren't working?: Do not put the food probes into a dishwasher! The food probes are not waterproof and should not be submersed in water. Contact Everdure by Heston Blumenthal for service support.
Why is the charcoal taking a long time to ignite?: Ensure that your fuel is always kept in a dry place. Damp fuel can take a long time to ignite. We recommend natural lump charcoal for best results. Whilst briquettes can be used, they may take longer to ignite due to the noncombustible materials contained inside the fuel.
How can I stop the oven from overheating?: The 4K is built to retain heat and only requires a very small amount of charcoal to reach +482F. We recommend starting with 7.05 - 10.58 ounces of coal to begin with. Overloading the 4K with coal is a waste of time, money and can result in product damage and / or spoilt food.
What do I do if the Bluetooth connection is weak or dropping out?: Reset your device. Update the firmware on your device. Ensure the 4K is positioned in a place free from obstruction. Stay within a 10M radius of the product for best results. Contact Everdure by Heston Blumenthal for service support.
The display is difficult to read in the sunlight, what do I do?: The 4K should not be used in direct sunlight. The display screen is fitted with antiglare (frosted) glass. We recommend positioning the 4K into a shaded are, protected from wind and rain. We recommend downloading the app which will relay the product data to your device via bluetooth.
How can I stop the 4K from tripping the RCD / Fuse box?: If the appliance is allowed to remain in wet conditions, the electric element can trigger an earth leakage. Do not attempt to repair the appliance. Contact Everdure by Heston Blumenthal for service support.
What do I do if the power supply is interrupted?: Check if the LED display is working by pressing the power button. Check that the cord is still plugged into the socket. Check if the retractable cord is over extended (this can cause interruption to the power). Contact Everdure by Heston Blumenthal for service support.
How do I avoid or bring the 4K out of sleep mode?: Any fluctuation in the oven temperature will bring the 4K out of sleep mode automatically, but you can avoid or bring the 4K out of sleep mode manually by connecting to the product via Bluetooth or setting a timer.
Is data lost during sleep mode?: No. Data will still run in the background (such as current temperature, time).
What is 'Sleep Mode' and why does it happen?: If the oven temperature remains unchanged for 5 mins, the display will go into energy saving mode or rather; 'Sleep Mode'. This can occur for two reasons:

Reason 1: If the product is in use for many hours at a super stable low n slow temperature, the continuous display of the same information is a waste of energy.

Reason 2: If the user accidentally switches it on, it will go to sleep mode again if the temperature does not change.
What is the cooking size?: The cooking diameter is 46cm but most people want to also know the cooking area. Cast iron x 2 + s/s x 2 (total 4-piece grill cooking area) Total cooking area = 277088 (mm2) = 429.5 (sq.in)
What are the charcoal tongs and side door for?: Rather than having to open and close the hood to reload fuel, we developed a system that allows the user to add coal or chips to the firebox via the side wall. This allows heat to remain and the user does not need to 'stop cooking' during reload.
Are the probes washable?: Yes. but we do not recommend putting them into a dishwasher.
How does it know the temperature of the oven and the food?: The 4K has 2 x ambient probes in the hood and 4 removable food probes.
How much power does it use?: 1400W for less than 10 mins (ignition) and very low wattage thereafter.
Can I use wood in the 4K?: Yes, but we recommend small wood chunks or chips. Large pieces of wood will result in overheating and spoilt food.
How much charcoal do I need for 3-4 hours roasting?: Not a lot thanks to the thermal insulation properties of this product - its super-efficient to run. Depending on the type of charcoal used and of course, the local weather conditions, about 5.3 - 7.05 OUNCES of coal per hour is all that is required to keep a great roasting temperature.
Is the pizza stone dishwasher safe?: Technically yes. However, the material is porous so if washing liquid gets trapped you may have a soapy tasting pizza. We recommend a hard brush and some warm water.
Any other accessories included in the box?: Yes, a 33cm cordierite pizza stone, water container, charcoal tongs and a grill grabber all come as standard.
What grills come with the 4K?: 2 x #304 stainless steel grills and 2 x porcelain enamel cast iron grills.
How is it cool-to-touch?: The product is cool-to-touch on the outerbody and stand (excluding top vent area) due to a doublewalled construction and heat insulation protection material. The 4K is cool to touch up to a max. working temp of around 220C with the hood down.
Is this a BBQ or a smoker?: Its both. And more. The 4K can do everything your oven can and then some. Combining state of the art technology and only the finest materials, the 4K can low 'n' slow cook, roast, open grill and even perform like a pizza oven at a high heat range.

Are there any accessories available ?: Yes. You can find full details of accessories available here.
Where should I store my BBQ?: When not in use, be sure to keep your BBQ in a well-protected area. For the best protection, we recommend covering it with a fitted Everdure by Heston Premium cover, to avoid weather damage.
Maintaining the stainless steel charcoal grid.: After each use, clean the grid with warm soapy water to remove ash residue.
Ash that has built up and subsequently hardened, can trap moisture from the air causing premature erosion and discoloration. Remove any hardened ash with some soapy water and a fine wire brush.
After cleaning, allow the grid to dry and lightly season with some vegetable oil.
Place the part back inside the black tray and cover the barbeque with an Everdure by Heston premium cover.
How often should I clean my BBQ?: Once the BBQ has cooled, a simple wipe down is all that’s needed. We recommend cleaning your BBQ after every use, but don’t use harsh chemicals, or abrasive wire, as this may damage the protective coating on the grills and outer body. To help make cleaning easier, the firebox is designed with minimal angles and joins, which can trap grease. You can also oil grills before and after use to help prevent food sticking.
Can I put the grills and Cliplock Forks into the dishwasher after use?: We do not recommend cleaning these parts in the dishwasher. Due to the various chemical ingredients found in dishwasher detergent, parts may discolour as a result. We recommend warm soapy water with a low chemical content.
Can I leave the Rotisserie rod and Cliplock forks in the storage area once coals are ignited ?: Yes. You can always access the storage area of your barbeque, but should take extra care if lit, as the contents may be hot.
Can I use a power extension cord ?: Yes, if it’s approved for outdoor use.
Can I switch the element back on during cooking ?: For extra safety, the HUB II, HUB and FUSION have overheat protection, which may prevent the element from re-activating until the barbeque cools down.

How does this work?
If you add more coal during cooking, and press the Fast Flame Ignition button, the element will only activate if the BBQ is below a preset temperature. If it doesn’t come on, it usually means the charcoal will light promptly without intervention.
The handles on the HUB II are ‘cool to touch’; does this mean I don’t need to wear heat resistant gloves?: Cool to touch handles are a great safety feature, but we always recommend using heat protective gloves when operating your FUSION or HUB BBQ.
Can I add more charcoal during cooking?: Yes. The grills are designed to make refuelling easy, though you should refer to your manual to check maximum advised limits.
Can the FUSION, HUB or HUB II be used indoors?: No. Like most barbeques, these are designed for outdoor use only.
What kind of charcoal should I use?: For optimum performance, we recommend Everdure by Heston Blumenthal natural lump charcoal. The Fast Flame Ignition System can light briquettes at the press of a button, but due to the large variances in ingredients used by different manufacturers, we can’t guarantee their ignition time.

What kind of charcoal should I use ?: For optimum performance, we recommend Everdure by Heston Blumenthal natural lump charcoal. The Fast Flame Ignition System can light briquettes at the press of a button, but due to the large variances in ingredients used by different manufacturers, we can’t guarantee their ignition time.
Can the FUSION or HUB be used indoors?: No. Like most barbeques, these are designed for outdoor use only.
Can I add more charcoal during cooking ?: Yes. The grills are designed to make refuelling easy, though you should refer to your manual to check maximum advised limits.
The handles on the HUB are ‘cool to touch’; does this mean I don’t need to wear heat resistant gloves?: Cool to touch handles are a great safety feature, but we always recommend using heat protective gloves when operating your FUSION or HUB BBQ.
Can I switch the element back on during cooking ?: For extra safety, the HUB and FUSION have overheat protection, which may prevent the element from re-activating until the barbeque cools down.

How does this work?
If you add more coal during cooking, and press the Fast Flame Ignition button, the element will only activate if the BBQ is below a preset temperature. If it doesn’t come on, it usually means the charcoal will light promptly without intervention.
Can I use a power extension cord ?: Yes, if it’s approved for outdoor use.
Can I leave the Rotisserie rod and Cliplock forks in the storage area once coals are ignited ?: Yes. You can always access the storage area of your barbeque, but should take extra care if lit, as the contents may be hot.
Can I put the grills and Cliplock Forks into the dishwasher after use?: We do not recommend cleaning these parts in the dishwasher. Due to the various chemical ingredients found in dishwasher detergent, parts may discolour as a result. We recommend warm soapy water with a low chemical content.
How often should I clean my BBQ?: Once the BBQ has cooled, a simple wipe down is all that’s needed. We recommend cleaning your BBQ after every use, but don’t use harsh chemicals, or abrasive wire, as this may damage the protective coating on the grills and outer body. To help make cleaning easier, the firebox is designed with minimal angles and joins, which can trap grease. You can also oil grills before and after use to help prevent food sticking.
Maintaining the stainless steel charcoal grid.: After each use, clean the grid with warm soapy water to remove ash residue.
Ash that has built up and subsequently hardened, can trap moisture from the air causing premature erosion and discoloration. Remove any hardened ash with some soapy water and a fine wire brush.
After cleaning, allow the grid to dry and lightly season with some vegetable oil.
Place the part back inside the black tray and cover the barbeque with an Everdure by Heston premium cover.
Where should I store my BBQ?: When not in use, be sure to keep your BBQ in a well-protected area. For the best protection, we recommend covering it with a fitted Everdure by Heston Premium cover , to avoid weather damage.
Are there any accessories available ?: Yes. You can find full details of accessories available here.

What kind of charcoal should I use ?: For optimum performance, we recommend Everdure by Heston Blumenthal natural lump charcoal. The Fast Flame Ignition System can light briquettes at the press of a button, but due to the large variances in ingredients used by different manufacturers, we can’t guarantee their ignition time.
Can the FUSION or HUB be used indoors?: No. Like most barbeques, these are designed for outdoor use only.
Can I add more charcoal during cooking ?: Yes. The grills are designed to make refuelling easy, though you should refer to your manual to check maximum advised limits.
Can I switch the element back on during cooking ?: For extra safety, the HUB and FUSION have overheat protection, which may prevent the element from re-activating until the barbeque cools down.

How does this work?
If you add more coal during cooking, and press the Fast Flame Ignition System button, the element will only activate if the BBQ is below a preset temperature. If it doesn’t come on, it usually means the charcoal will light promptly without intervention.
Can I use a power extension cord ?: Yes, if it’s approved for outdoor use.
Can I leave the Rotisserie rod and Cliplock forks in the storage area once coals are ignited ?: Yes. You can always access the storage area of your barbeque, but should take extra care if lit, as the contents may be hot.
Can I put the grills and Cliplock Forks into the dishwasher after use?: We do not recommend cleaning these parts in the dishwasher. Due to the various chemical ingredients found in dishwasher detergent, parts may discolour as a result. We recommend warm soapy water with a low chemical content.
How often should I clean my BBQ?: Once the BBQ has cooled, a simple wipe down is all that’s needed. We recommend cleaning your BBQ after every use, but don’t use harsh chemicals, or abrasive wire, as this may damage the protective coating on the grills and outer body. To help make cleaning easier, the firebox is designed with minimal angles and joins, which can trap grease. You can also oil grills before and after use to help prevent food sticking.
Maintaining the stainless steel charcoal grid.: After each use, clean the grid with warm soapy water to remove ash residue.
Ash that has built up and subsequently hardened, can trap moisture from the air causing premature erosion and discoloration. Remove any hardened ash with some soapy water and a fine wire brush.
After cleaning, allow the grid to dry and lightly season with some vegetable oil.
Place the part back inside the black tray and cover the barbeque with an Everdure by Heston premium cover.
Where should I store my BBQ?: When not in use, be sure to keep your BBQ in a well-protected area. For the best protection, we recommend covering it with a fitted Everdure by Heston Premium cover, to avoid weather damage.
Are there any accessories available ?: Yes. You can find full details of accessories available here.

What type of charcoal can I use ?: The CUBE can be used with either Everdure by Heston Blumenthal natural lump charcoal or briquettes. Please see user manual for the maximum amount of coal to use.
How can I light the charcoal ?: Charcoal can be lit by placing a small firelighter underneath the charcoal rack. We recommend natural firelighters (such as compressed wood cubes that do not contain chemicals).
I want to use my CUBE on the beach, is this ok ?: The CUBE is a great picnic BBQ, but please always use caution. The BBQ has a heat protective shield on the underside, but if this area becomes blocked (by deep sand or long grass for example), the heat can’t escape and may cause damage to your BBQ. Always keep the underside of the BBQ clear of obstruction and never use it on a picnic rug or similar. If you’re using your CUBE at the beach, always dispose of used coals responsibly.
Can I use my CUBE on a table ?: If the right amount of charcoal is used, and the underside of the BBQ is clear, you can use your CUBE on tables that can withstand heat of 80 degrees C above the current ambient temperature.
There are handles on the side, does this mean the product can be moved during use ?: The handles have been designed to minimise heat transfer. However, as charcoal is extremely hot, please select a suitable location before cooking, and try not to move the BBQ until the charcoal has cooled. Never grab the outer body when in use and always try to wear heat resistant gloves during cooking.
How do I remove hot coals when I’m done ?: Always dispose of hot coals responsibly. Never leave them in sand on the beach, grass or in public bins. We always recommend waiting until the coals have completely cooled, and placing any leftover ash in a galvanised bucket or tin. Always take care when handling hot ash.
Why do you recommend using aluminium foil underneath the black charcoal chamber ?: Aluminium foil on the underside of the charcoal tray catches any residual grease, dirt and ash from cooking, making the cleaning process easier. The aluminium foil also acts as a deflector of heat. This helps minimise paint discolouration as a result of accidental charcoal overloading
How often do you recommend cleaning the BBQ ?: The CUBE should be cleaned after each use. Please remember to remove any used aluminium foil and only use warm soapy water, not harsh chemicals which may damage the product.
Where should I store the CUBE when not in use?: We recommend using a CUBE travel bag for storing when not in use. Any storage area should be dry and protected from the elements.

Should I cook with the hood up or down ?: The FURNACE and FORCE are designed to be used either way, with the power to cook with the hood up, and the benefits of convection heating if you cook with the hood down – perfect for Sunday roasts.
Just remember to pre-heat your BBQ for 5 mins (ambient temperature conditions dependent) before starting.
How do I cook with the hood down ?: The FURNACE has three burners and the FORCE has two burners so the technique is slightly different but the convection science is still the same. The idea of convection heating is to cook ‘slow and low’. When the hood is down, we recommend having only one burner on low or medium setting (depending on the weather). Place the meat over the section with the burners completely off; this will generate a great 360 degrees hot airflow around the meat without scorching the underside (the indirect method).

Remember to NEVER leave the burners on high with the hood down for more than 5 minutes – the BBQ will overheat. For even better results, try the Everdure by Heston Blumenthal roasting rack .
Can I use the FORCE or FURNACE on a table ?: Yes. Both BBQs have been designed to be used on or off the stand. Check your manual for help deciding whether an area is suitable to stand your BBQ on during use.
Do I need to use lava rock or diffusers ?: No. The BBQ grills are designed with integrated flame tamers. This stops oils and juices from falling directly onto the burners (to help reduce flare ups).
Can I use natural gas ?: The BBQs can be converted for use with natural gas (AU/NZ only)
Is it ok to put the BBQ plates or grills in the dishwasher ?: The plates and grills on the FURNACE and FORCE are coated in porcelain enamel (which aids heat retention and helps avoid food sticking on the surface). Dishwasher detergent can break down the porcelain enamel over time, so we don’t recommend putting them in the dishwasher. To help their longevity, you should clean after use with non-abrasive scourers and soapy water.
Do I need to use a cover on my BBQ ?: Even though the FURNACE and FORCE are made from die cast aluminum (which does not rust) we always recommend using an Everdure by Heston Premium cover to help protect the paint from sun bleaching or UV damage. The products should never be stored without a cover in a damp location for a long period of time.
Are there any accessories available?: Yes. You can find full details of accessories available here.

Should I cook with the hood up or down ?: The FURNACE and FORCE are designed to be used either way, with the power to cook with the hood up, and the benefits of convection heating if you cook with the hood down – perfect for Sunday roasts.
Just remember to pre-heat your BBQ for 5 mins (ambient temperature conditions dependent) before starting.
How do I cook with the hood down ?: The FURNACE has three burners and the FORCE has two burners so the technique is slightly different but the convection science is still the same. The idea of convection heating is to cook ‘slow and low’. When the hood is down, we recommend having only one burner on low or medium setting (depending on the weather). Place the meat over the section with the burners completely off; this will generate a great 360 degrees hot airflow around the meat without scorching the underside (the indirect method).

Remember to NEVER leave the burners on high with the hood down for more than 5 minutes – the BBQ will overheat. For even better results, try the Everdure by Heston roasting rack .
Can I use the FORCE or FURNACE on a table ?: Yes. Both BBQs have been designed to be used on or off the stand. Check your manual for help deciding whether an area is suitable to stand your BBQ on during use.
Do I need to use lava rock or diffusers ?: No. The BBQ grills are designed with integrated flame tamers. This stops oils and juices from falling directly onto the burners (to help reduce flare ups).
Can I use natural gas ?: The BBQs can be converted for use with natural gas (AU/NZ only)
Is it ok to put the BBQ plates or grills in the dishwasher ?: The plates and grills on the FURNACE and FORCE are coated in porcelain enamel (which aids heat retention and helps avoid food sticking on the surface). Dishwasher detergent can break down the porcelain enamel over time, so we don’t recommend putting them in the dishwasher. To help their longevity, you should clean after use with non-abrasive scourers and soapy water.
Do I need to use a cover on my BBQ ?: Even though the FURNACE and FORCE are made from die cast aluminum (which does not rust) we always recommend using an Everdure by Heston Premium cover to help protect the paint from sun bleaching or UV damage. The products should never be stored without a cover in a damp location for a long period of time.
Are there any accessories available?: Yes. You can find full details of accessories available here.

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HUB
FUSION

How do I set up my rotisserie ?: The forks and rods are all stored in the small storage section located at the side of the product. Simply depress each pole to release from the storage position and select one of 3 defined heights. Get your meat trussed onto the rotisserie rod and secure with the Cliplock Forks. Insert the end of the rod to rotisserie pole, press the on switch at the front (marked with arrows) and you’re off and cooking.
How much weight can I add ?: The HUB motor is rated to 40kg. Before purchasing meat, it is important to measure the length so you can be certain that it fits on the BBQ rather than concentrating on the weight.
The HUB is packed with power and will easily hold a sucking pig – just remember to measure the length of the pig before purchasing. If you want to rotisserie meat that contains a large bone, such as leg of lamb, simply ask your butcher to remove the bone and roll it before you taking it home.
There is a noise coming from the motor, is this normal ?: The motor may, on occasion, produce an operating noise. To help reduce this, we recommend applying a small amount of lubricant spray into the motor drive shaft before using it for the first time. To help maintain the motor during times of regular use, we recommend adding a small amount of lubricant spray once a month. To help maintain a smooth rotation, please clean regularly with a damp cloth. Please do not overspray the motor as lubricant as this may drip into the BBQ causing a chemical smell.
How do I remove the rod once the meat is ready ?: We always recommend using heat protective gloves when handling the rotisserie. Please ensure to switch the motor off before attempting to remove the rod. Once the motor has stopped turning, lift up the lid on the left hand pole and grab the rod handle securely. With your other hand, grab the opposite end of the pole and gently remove it from the motor drive shaft. Put the meat and rod onto a large preparation area and allow to rest. Once cool, remove the forks and rod from the meat and prepare to serve. Please remember: Never attempt to remove the rod with only one hand and never remove it whilst the motor is still turning. Failure to follow these steps can result in injury and / or product damage. We always recommend 2 people when removing the rod from the HUB.
How long can I run the motor for?: We recommend using the HUB rotisserie for maximum 6 hours at any one time. If you need to cook for longer, please ensure that the BBQ and parts are allowed to cool before starting again.

Setting up the FUSION rotisserie for first use.: When setting up your FUSION rotisserie for the first time, simply download and follow the attached instructions.
How do I set up my rotisserie ?: The forks and rods are all stored in the small storage section located at the side of the product. Simply depress each pole to release from the storage position and select one of 3 defined heights. Get your meat trussed onto the rotisserie rod and secure with the Cliplock Forks. Insert the end of the rod to rotisserie pole, press the on switch at the front (marked with arrows) and you’re off and cooking.
How much weight can I add ?: The FUSION motor is rated to 15kg. Before purchasing meat, it is important to measure the length so you can be certain that it fits on the BBQ rather than concentrating on the weight.
If you want to rotisserie meat that contains a large bone, such as leg of lamb, simply ask your butcher to remove the bone and roll it before you taking it home.
There is a noise coming from the motor, is this normal ?: The motor may, on occasion, produce an operating noise. To help reduce this, we recommend applying a small amount of lubricant spray into the motor drive shaft before using it for the first time. To help maintain the motor during times of regular use, we recommend adding a small amount of lubricant spray once a month. To help maintain a smooth rotation, please clean regularly with a damp cloth. Please do not overspray the motor as lubricant as this may drip into the BBQ causing a chemical smell.
The poles seem to be angled out slightly on the FUSION, is this normal ?: Yes. If you lift the small cap on the pole where the handle drops into, you will see a very small raised area. On the end of the rod (near the handle) you will see a small area that has been cut out. If this cut out area of the rod comfortably fits over the small raised area on the pole, then the rod is locked into position. The two poles on the BBQ are slightly angled so they can retract back into the body of the BBQ smoothly and without a lot of friction.
How do I remove the rod once the meat is ready ?: We always recommend using heat protective gloves when handling the rotisserie. Please ensure to switch the motor off before attempting to remove the rod. Once the motor has stopped turning, lift up the lid on the left hand pole and grab the rod handle securely. With your other hand, grab the opposite end of the pole and gently remove it from the motor drive shaft. Put the meat and rod onto a large preparation area and allow to rest. Once cool, remove the forks and rod from the meat and prepare to serve. Please remember: Never attempt to remove the rod with only one hand and never remove it whilst the motor is still turning. Failure to follow these steps can result in injury and / or product damage. We always recommend 2 people when removing the rod from the HUB.
How long can I run the motor for ?: We recommend using the FUSION rotisserie for maximum 3.5 hours and the HUB for maximum 6 hours at any one time. If you need to cook for longer, please ensure that the BBQ and parts are allowed to cool before starting again.

02

Customer service

If you’ve got a question, there’s a good chance we’ve covered it in our FAQs , but if not, please get in touch with our Customer Services team.

03

Warranty

To register your warranty details simply click on the registration button below and complete the form. Please make sure you retain proof of purchase should you ever need to make a warranty claim.

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04

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Support

To help you get the most from your Everdure by Heston barbeque, we’ve put together some handy FAQs, along with a few hints and tips. If you still need help, reach out to our Customer Services team.

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