Refund Policy
Welcome to Crust & Ember Pizzeria Refund Policy. This policy explains how we handle refunds, exchanges, and credits for orders placed through isthmusalleyway.xyz and in our pizzeria located at 34 Pizza Lane, London, W1A 1AA, United Kingdom. If you have any questions, please contact us at +44 20 7946 0958.
1. General principle
We strive to provide hot, fresh, and delicious pizzas and sides. If you are not completely satisfied with your order, you may be eligible for a refund, exchange, or store credit according to this policy. By placing an order, you agree to the terms below and acknowledge that artful cooking and delivery times may affect the final product and experience.
2. Eligibility
Refunds are available for eligible orders under the following circumstances: - Wrong or missing items from the order. - Substantially undercooked or spoiled food upon delivery. - Delivery delays that substantially affect the quality of the meal. - Allergens or dietary restrictions not communicated and verified by our staff. - Digital or promotional items without physical components, where applicable and defined at purchase.
3. Timeframe
Refund requests must be submitted within 48 hours of delivery. For in-store purchases, refunds must be requested at the location within the same business day. We reserve the right to assess each case and respond within 2–5 business days after receiving your request.
4. How to request a refund or exchange
To request a refund, exchange, or store credit, please contact our team at +44 20 7946 0958 or email us via the contact page on isthmusalleyway.xyz. Include your order number, the items in question, a brief description of the issue, and photos if available. We will review the request and reply with next steps. In some cases, we may ask you to return the item for inspection.
5. Refund methods
Approved refunds will be issued using the original payment method where possible. If the original method is unavailable, we will provide a store credit in £ to be used toward future orders. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.
6. Non-refundable items
Some items or services may be non-refundable, including promotional bundles once they have been redeemed, custom requests prepared as specified, or items delivered and used in full. Gift cards, when purchased or used, are not refundable per our current policy.
7. Damaged, spoiled, or incorrect order
If you receive a damaged, spoiled, or incorrect order, please contact us immediately with your order number and photos. We will either replace the item at no charge or issue a full refund, depending on the situation and product availability. We aim to resolve such issues promptly, usually within 1–3 business days.
8. Cancellations and changes
Orders placed for delivery or pickup can be canceled or modified within 10 minutes of placement if the order has not yet entered fulfillment. Cancellations after the preparation has begun may be subject to a preparation fee or a partial refund at our discretion.
9. Exclusions and limitations
Our policy does not cover ordinary changes in taste or texture that occur naturally with fresh ingredients. Factors such as weather conditions, traffic, and courier timing can affect presentation and readiness but do not automatically entitle the customer to a refund. We encourage open communication to resolve concerns.
10. How we communicate updates
We will keep you informed about the status of your refund or exchange via +44 20 7946 0958 or the email associated with your order on isthmusalleyway.xyz. If you have any questions about the process, please reach out and we will assist you promptly.
Last updated: September 15, 2024.
Thank you for choosing Crust & Ember Pizzeria. We appreciate your business and aim to ensure every visit to London—whether for dine-in, takeaway, or delivery—meets your expectations of quality and service. For any further inquiries, please use the contact information above or visit isthmusalleyway.xyz.