Refund Policy
Last updated: October 10, 2025
At Crust & Ember Pizzeria, we strive to provide delicious pizzas and a memorable dining experience. If you are not completely satisfied with your order, we offer a straightforward refund policy to ensure fairness and clarity for all customers. This policy applies to all orders placed through our website and physical locations, subject to the terms described below.
Eligibility for refunds
Refunds may be available under the following circumstances: - The delivered order is significantly different from what was ordered (missing items, incorrect toppings, or size discrepancies). - The food arrives in a condition that renders it unsafe or inedible at the time of delivery (for example, perishable items that have spoiled due to an error in fulfillment or transport). - The customer reports a valid issue within 48 hours of delivery or pick-up, and the issue is verifiable through order records or photos.
Non-refundable situations
Refunds are generally not provided for minor differences, preferences, or for items consumed in part. Refunds are also not available for orders placed more than 48 hours after delivery, drive-thru pickup, or if the delivery was completed as requested and confirmed by the customer, unless the issue is documented and approved by our customer care team.
How to request a refund
To initiate a refund request, please contact our customer care team with the following information: - Your order number and the date of purchase. - A brief description of the issue and, if possible, photos of the problem. - The delivery address or location where the order was placed, including street or area: Pizza Lane, London, W1A 1HQ, United Kingdom. - A preferred resolution (refund to the original payment method, store credit, or a replacement item).
Requests should be submitted to lowermainland.xyz or by calling +44 20 7946 0958 during business hours. We aim to acknowledge every claim within 1 business day and to resolve most cases within 3–5 business days, depending on complexity and verification requirements.
Resolution and refunds
If approved, refunds will be issued to the original payment method or as store credit, based on customer preference and the circumstances of the claim. Processing times vary by payment provider, but most refunds are completed within 5–10 business days from approval. We will notify you of the decision and any next steps via the contact details on file.
Returns and exchanges
Food items are perishable and not eligible for standard returns. In some cases, we may offer a replacement meal or store credit rather than a cash refund, when appropriate and at our discretion. Any replacements will be prepared with the same careful standards as regular orders.
Regional considerations
This policy is designed to comply with applicable consumer protection laws where United Kingdom and London are located. For orders fulfilled in different jurisdictions, local regulations may provide additional rights, and where applicable our policy will interpret and apply those rights in a manner consistent with our commitment to customer satisfaction.
Exclusions
Gift cards, promotional items, and certain third-party delivery service fees are handled in accordance with the terms of those instruments and may be excluded from refunds. Any non-perishable or non-food items sold in our shop are subject to standard return terms set forth at the time of sale and in our accompanying policy documents.
Contact and data
For questions about this policy or to submit a refund request, please contact us at lowermainland.xyz or call +44 20 7946 0958. When communicating, please include your order number and the best contact details so we can reach you promptly. Our physical presence can be found at Pizza Lane, London, W1A 1HQ, United Kingdom.
Crust & Ember Pizzeria is committed to transparent service and aims to handle each case with care and fairness. We appreciate your trust in our pizzeria, and we will work diligently to ensure that issues are resolved satisfactorily.