Refund Policy
Welcome to the refund policy of Crust & Ember Pizzeria. This policy explains how orders from our pizzeria are handled concerning refunds, credits, and exchanges. We are dedicated to delivering hot, delicious meals and a pleasant experience. If you have questions not covered here, please contact us at +44 20 7946 0234 or visit basilmellowbowl.sbs for updated details.
Eligibility for refunds
Refunds are considered for eligible orders when the following circumstances occur: (1) the delivered item is completely missing from the order, (2) the item is not what was ordered, or (3) the food is delivered cold or below an acceptable temperature for safe consumption. Each case is assessed on its own merits. In all situations, refunds are issued only after we verify the order details and delivery information associated with your purchase from Crust & Ember Pizzeria.
Timeframe
Requests for refunds must be submitted within 48 hours of delivery for most orders. For meals prepared in advance or for catering, exceptions may apply. If a claim is approved, the refund will be issued using the original payment method or as a store credit to be used at Crust & Ember Pizzeria within a reasonable period. The exact duration of processing depends on your bank or payment provider and can take up to 7–10 business days in some cases.
Refund methods and credits
Approved refunds will be issued as: (a) a credit to the original payment method, or (b) a store credit for future orders at Crust & Ember Pizzeria. If you prefer a refund by bank transfer, please contact our support team to verify details and eligibility. All credits are denominated in £ and may be subject to end-of-day settlement rules by your payment provider. Store credits have no expiration date, but are non-transferable to third parties outside Crust & Ember Pizzeria platforms.
Delivery issues and substitutions
If a delivery issue occurs—such as missing items or incorrect dishes—please notify us within the stated timeframe. We strive to replace items with a like-for-like alternative when feasible, or issue a refund for the affected portion. Substitutions due to stock shortages will be communicated at the time of delivery; if an acceptable substitute is not available, a refund or credit will be offered for the affected item.
Damaged or cold meals
We prioritize safe handling and quality. If a meal arrives damaged or unacceptably cold, please contact us with your order number and photos within 24 hours of delivery. We will assess and offer a replacement, a partial refund, or a full refund depending on the severity and circumstances, using the same criteria described above. All refunds for this category will reference the order from Crust & Ember Pizzeria and be issued promptly after verification.
How to initiate a refund
To start a refund request, please provide your order number, delivery address, and a brief description of the issue. You may reach us at +44 20 7946 0234 or via basilmellowbowl.sbs. Include any supporting details such as photos or timestamps if available. Requests submitted outside the stated windows may be considered at our discretion, but we aim to respond within 2–3 business days.
Non-refundable items and exclusions
Refunds do not apply to items marked as promotional or for special events where the discount terms specify no refunds. Additionally, refunds will not be granted for items consumed in part, unless there is a documented quality issue. Gift cards or credits issued in error are subject to reversal if misused.
Account and privacy considerations
All refund requests are handled with care for your privacy. We only collect information necessary to process a refund and to prevent fraudulent activity. Our team may contact you for verification. The information may include order history and delivery details tied to the address at 1 Pizza Lane, London, W1D 3QF, United Kingdom to confirm eligibility.
Shipping and processing details
Refund processing times depend on your payment method and financial institution. In the case of store credits, you will receive a confirmation message at the email linked to your Crust & Ember Pizzeria account. If you need to update payment details or address information to facilitate a refund, contact our support team so they can assist you without delay.
Contact information
For any questions about our refund policy, or to discuss a specific order, contact us at +44 20 7946 0234 or visit basilmellowbowl.sbs. You may also find relevant information on our website. This policy may be updated from time to time; the latest version will be posted at basilmellowbowl.sbs.
Thank you for choosing Crust & Ember Pizzeria for your meals. We appreciate your trust and continually strive to provide timely resolutions that reflect our commitment to quality and service across all locations in London, W1D 3QF, United Kingdom.