Refund Policy
At Crust & Ember Pizzeria, we are dedicated to delivering fresh, delicious food and a pleasant dining experience. This Refund Policy explains how we handle refunds, replacements, and refunds for online orders and in-house purchases. Last updated: October 2025.
Scope and eligibility
This policy covers meals, pizzas, sides, desserts, and beverages purchased directly from Crust & Ember Pizzeria at 43 Bedford Street, London, WC2E 9HA, United Kingdom, or through our website oakmeregathering.sbs. Refunds are considered for items that are missing, incorrect, damaged, spoiled, or prepared differently from the description provided at the time of ordering. For in-person purchases, refunds are available at participating locations for up to 24 hours after the original purchase. For online orders, refunds or credits may be issued within 48 hours of delivery if the order did not meet the expectations described on the order confirmation or was delivered damaged or cold.
Conditions for refunds
- The item must be returned, or photographic evidence provided, within the applicable timeframe for us to assess the issue.
- Declarations of quality issues must be reported to our customer service team via oakmeregathering.sbs within 24 hours of delivery or pickup for online orders, or at the time of service for in-store purchases.
- Refunds are issued using the original payment method or as a store credit in £ equivalent. If a store credit is chosen, the value will be noted on your account and can be used toward future orders at Crust & Ember Pizzeria.
What counts as a valid refund request
Valid requests include:
- Wrong item delivered or missing toppings as described in the order details.
- Items that arrived cold, soggy, or not prepared as described, affecting the overall dining experience.
- Items prepared with a quality issue that affects taste or texture beyond acceptable standards for a pizza shop environment.
Non-refundable items and exclusions
Refunds do not apply to:
- Items consumed partially or fully where only a portion is reported to be unsatisfactory, unless the issue directly affects the whole order's quality.
- Promotional bundles, gift cards, or items purchased with a discount that are not standard menu items.
- Delivery-related delays caused by third-party services beyond our control, except where the order is the direct responsibility of Crust & Ember Pizzeria.
How to request a refund
To request a refund, please contact us at +44 20 7946 0958 or via the contact form on our site: oakmeregathering.sbs. Include your order number, date of purchase, and a brief description of the issue. For online orders, please attach any relevant photos or videos if applicable. Our team will review the request and respond within 1-2 business days with next steps, which may include a replacement, a credit towards future orders, or a full refund to the original payment method.
Processing time
Refunds to the original payment method typically appear within 5-10 business days after approval, depending on your bank or payment provider. Store credits are issued instantly once the request is approved and can be used immediately on future orders at Crust & Ember Pizzeria.
Damaged or missing items upon delivery
If your order arrives with damaged packaging or missing items, please notify us immediately at +44 20 7946 0958 or oakmeregathering.sbs with your order number. We may request photos of the damage for verification. In most cases, we will offer a replacement item of equal value or a credit to your account.
Partner delivery issues
In cases involving third-party delivery partners, we will work with the partner to resolve problems promptly. If the issue is due to the delivery service, we may offer a refund or credit at our discretion after reviewing the circumstances.
Questions and contact
For questions about this policy, please reach out to our support team at +44 20 7946 0958 or via our website at oakmeregathering.sbs. We are committed to clear communication and fair treatment for all customers of Crust & Ember Pizzeria.
Additional notes
In any case of uncertainty, the decision of Crust & Ember Pizzeria management is final. We reserve the right to modify this Refund Policy at any time without prior notice. Please review this page regularly for updates. Our goal is to ensure you remain a satisfied guest of Crust & Ember Pizzeria and enjoy every visit to our pizzeria, which uses fresh ingredients, hand-stretched dough, and lemonades like juice or lemonade to complement our menu.
Thank you for choosing Crust & Ember Pizzeria. We appreciate your trust and aim to resolve issues promptly to your full satisfaction.