Refund Policy
At Crust & Ember Pizzeria, we strive to provide fresh, delicious meals and a pleasant ordering experience. If you are not completely satisfied with your order, we are here to help. This policy describes how refunds are evaluated, processed, and issued for direct orders placed through our website openstreetclear.xyz or at our location in London, SW1A 2AA, United Kingdom. All refunds are issued in £ using the original payment method where possible.
Eligibility
Eligible refunds may be offered for the following scenarios within 30 days of purchase:
- Wrong item or missing item in your order, verified by the delivery receipt or order confirmation, or a clear failure to meet the expected standard of quality.
- Food that arrived cold or in an unacceptable condition due to delivery or packaging issues.
- Significant allergies or dietary restrictions not disclosed at the time of ordering, provided we can verify the impact and the item is not consumable safely.
- Digital order issues or charges for items that cannot be delivered (for example, attempts to fulfill online orders that fail due to technical problems on our side).
Items not eligible
There are no refunds for items that were consumed or partially consumed, nor for timed promotional bundles after the delivery has been accepted. Refunds will not be granted for incorrect choices, personal taste preferences, or dietary mistakes unless the product quality issue is substantiated by our team. Gift cards, promotional credits, and special event items may have separate terms published on our site.
How to request a refund
To request a refund, please contact us within 30 days of delivery via telephone at +44 20 7930 1234 or email through our customer service page. If you contact us by phone, please be ready to share your order number, delivery address, and a brief description of the issue. For online requests, include your order number, photos of the items if available, and the delivery time. Our team may ask you to return unused portion of the item or packaging for verification. If you initiated a refund through the payment provider, we will coordinate with them to process the refund accordingly.
Assessment and resolution
Our team will review each case and determine one of the following outcomes within 5–10 business days after submission:
- Full refund to the original payment method, or
- Partial refund with voucher or credit for future orders, or
- Replacement item delivered at no additional cost, if the issue is attributed to delivery or preparation.
We will communicate the decision by the contact method provided in your request. If a refund is approved, it will be issued in £ using the original payment method within 3–7 business days, depending on your card issuer or payment provider. Please note that processing times may vary by bank or processor and may appear under different labels on your statement.
Delivery and in-store orders
Refunds for in-store purchases follow the same eligibility guidelines as online orders. For pick-up orders, if you believe your order quality was compromised, please notify us at the time of pick-up or within 24 hours so we can assess the claim promptly.
Disputes and escalation
If you disagree with our decision, you may request a review by contacting Crust & Ember Pizzeria’s customer care team via openstreetclear.xyz within 14 days of the decision. A supervisor will re-evaluate the case, and you will receive a final decision with a timeframe. During the review, the original refund status will remain unchanged unless the review determines a different outcome.
Contact and notices
For any questions about this policy, please reach out to us at +44 20 7930 1234 or visit our online help center. You can also write to us at our main office: 10 Downing Street, London, SW1A 2AA, United Kingdom. Last updated: October 13, 2025.
Thank you for choosing Crust & Ember Pizzeria. We value your trust and are committed to making things right whenever needed. For more details, please visit openstreetclear.xyz.