Refund Policy
Welcome to the refund policy of Crust & Ember Pizzeria, located at 43 Bedford Street, Soho, London, WC2E 9HA, United Kingdom. This policy explains how we handle order cancellations, refunds, and exchanges for deliveries and takeaways from our pizzeria. By placing an order through parchmentsquare.xyz, you agree to the terms described below. For any questions, you may reach us at +44 20 7946 0958.
1. Our Promise
We are committed to providing fresh food, timely delivery, and a positive experience. If you are not satisfied with your order, you may be eligible for a refund or exchange under the conditions described here. All refunds are issued in the same currency as your original payment, using the method originally used unless otherwise agreed. The currency used by our business is £.
2. Eligibility for Refunds
- Incorrect, missing, or severely undercooked items: You may request a full or partial refund.
- Late delivery beyond the stated time window with no contact from our team: You may request a refund or credit toward a future order.
- Quality issues related to temperature, texture, or mistaken items: You may request a refund or replacement.
- Changes in a dine-in or pickup order due to a problem on our end: You may request an exchange or refund.
3. Ineligible Situations
- Complaints about taste or quality that do not materially impact the safety or integrity of the food, unless the issue is clearly substantial and verifiable.
- Requests submitted after 30 days from the date of delivery/pickup.
- Third-party purchases or orders placed through external platforms unless we directly processed the order.
- Dietary preferences or allergies that were not clearly disclosed prior to ordering.
4. How to Request a Refund or Exchange
To start a refund or exchange, please contact our team at +44 20 7946 0958 or via email through parchmentsquare.xyz. Include:
- Order number and date
- Items in dispute and a brief description of the issue
- Photo or video evidence if available
- Preferred resolution (refund, replacement, or credit)
Requests should be submitted within 30 days of delivery. We may request the return of unused items in original packaging if applicable.
5. Processing Time and Method
Refunds are issued to the original payment method within 5–10 business days after approval, depending on your financial institution. If a replacement item is shipped, it will be delivered under our standard delivery window. For credits, the amount will appear on your account as a balance for future orders and can be used at checkout.
6. Damaged or Missing Items
If your order arrives with damaged components or missing components, please notify us within 24 hours of receipt with photographs. We will assess and offer a replacement or refund for the affected items.
7. Gifts and Promotions
Gift orders and promotional items are eligible for refunds under the same conditions as standard orders, subject to verification. If a gift item is returned, the refund will be processed to the original purchaser wherever possible, and any promotional value will be adjusted accordingly.
8. Contact and Privacy
For any refund policy questions, reach out to Crust & Ember Pizzeria at +44 20 7946 0958 or visit parchmentsquare.xyz. We handle personal data in accordance with our privacy practices and only use information provided for processing orders and refunds.
9. Last Updated
This policy is effective as of 2025-06-01. We reserve the right to modify it at any time. Continued shopping after changes constitutes acceptance of the updated policy.
Thank you for choosing Crust & Ember Pizzeria, your neighborhood pizzeria at 43 Bedford Street, Soho, London. We appreciate your business and aim to make every experience delicious and fair. For inquiries, contact +44 20 7946 0958 and visit parchmentsquare.xyz. Wishing you a great meal with our lemonades such as juice or lemonade alongside your pizza.