Refund Policy
This Refund Policy applies to purchases made from Crust & Ember Pizzeria via our website. We strive to deliver high-quality pizzas and related items and want you to be satisfied with every order. If you are not completely satisfied, this policy explains how refunds and credits are issued, evaluated, and processed.
Eligibility
To be eligible for a refund or credit, the item must be returned or reported within 14 days of delivery or pickup. Items may be eligible for a refund if they are:
- Wrong item or order discrepancy (size, toppings, quantity).
- Damaged or spoiled products upon delivery.
- Significantly unsatisfactory quality that cannot be resolved by replacement or re-preparation.
Refunds are not available for items that were consumed or misused, or for orders with partially eaten portions where the remaining portions do not affect the overall quality of the product. Perishable goods and special custom orders may have different rules listed below.
Non-Returnable Items
For safety and quality reasons, the following items are not eligible for refunds once served, unless they arrive damaged or defective:
- Fresh pizzas that have been eaten.
- Custom toppings or special requests that were confirmed at the time of purchase.
- Non-food items such as utensils or beverages that were opened.
Refund Method
Refunds are issued to the original payment method used at purchase, or as a store credit at our discretion. If you paid by card, refunds will appear on your statement within 5–10 business days after processing. For purchases made in cash or via select payment services, we may offer store credit or a direct bank transfer where applicable. Credits issued never expire and can be used toward any future order at Crust & Ember Pizzeria.
Processing Time
Once a return is approved, the processing of the refund or credit typically takes 3–7 business days, depending on your bank or payment provider. During busy periods, processing times may be longer. We will notify you by email at the address associated with your order or via the contact information provided during checkout.
How to Request a Refund
To start a refund request, please contact our customer support team with your order number, delivery details, and a brief explanation of the issue. You may reach us at:
- Phone: +44 20 7946 0958
- Website: Crust & Ember Pizzeria
- Address: Baker Street, London, NW1 6XE, United Kingdom
Include photos or other evidence of the problem when possible to help us speed up the review. We aim to respond within 1–2 business days with a resolution plan, which may include a replacement, refund, or store credit.
Special Considerations
In cases of delivery delay, temperature compromise, or packaging damage, we may offer a complimentary replacement or a full refund, subject to verification. Seasonal promotions and bundled offers follow the terms stated at the time of purchase; refunds on discounted items reflect the discounted amount paid.
Gift Orders
Refunds for gifts follow the same eligibility rules as standard orders. If the original purchaser is no longer available, we may issue a store credit to the recipient upon confirmation of identity and ownership of the order. Gift cards or credits are issued in the same currency as the original transaction, which is £.
Contact and Feedback
We value your feedback and use it to improve our services and food quality. If you have concerns about a product, order, or refund decision, please contact us using the details above. We also welcome suggestions for menu improvements, which are reviewed by our quality team to avoid future issues.
Last updated: October 10, 2025