At Crust & Ember Pizzeria, we strive to deliver delicious pizzas and a satisfying dining experience. If you are not completely satisfied with your order, our refund policy is designed to be clear, fair, and easy to navigate. This policy applies to all purchases made through our website and any directly managed locations that fall under the same brand guidelines.
Eligibility
Refunds are evaluated on a case-by-case basis within 14 days from the date of delivery or pickup. To be eligible for a refund, you must provide:
- Order number and the date of purchase
- Evidence of the issue, such as photos of the pizza or packaging showing an error, and a brief description of the problem
- Acknowledgement that the product did not meet our quality standards or your expectations based on our menu offerings
Common reasons for eligibility include incorrect items, cold or undercooked pizza, went stale within a short period, or missing components from the order. We do not offer refunds for minor discrepancies, late arrivals caused by external factors, or if the product has been consumed or altered.
Non-Refundable Situations
For safety and quality reasons, refunds are not available for:
- Allergy-related concerns that were not disclosed at the time of ordering
- Promotional items or meals bought with a discount where the discount was applied after the purchase
- Delivery charges where the portion of the service performed was completed as scheduled
- Items damaged by customers after delivery or pickup
How to Request a Refund
To request a refund, please contact our team within 14 days of delivery. Include your order number, the name on the order, and a concise description of the issue. You can reach us at +44 20 7946 0958 or via the contact form on our website at silentlocalwander.xyz.
Once we receive your request, our customer care team will review the case and may request additional information or photos to help us assess the situation. We aim to respond within 2-5 business days with a resolution, which may include a replacement order, a product credit, or a full/partial refund depending on the circumstances.
Refund Methods and Processing Time
Refunds, when approved, are issued to the original method of payment or as a credit to your account within 5-10 business days depending on your bank or payment provider. If a replacement order is issued, it will be prepared and delivered using our standard delivery schedule. In some cases, a partial credit may be offered at our discretion to reflect the value of the issue lasting impact on your satisfaction.
Damages, Quality, and Freshness
We take pride in delivering high-quality food that meets our standards for taste and freshness. If a product arrives damaged or does not meet our quality guidelines, please inform us promptly with photos and order details. We will investigate and, when appropriate, offer a replacement or refund for the affected item. Our team may request packaging and temperature details to verify delivery conditions.
Cancellations and Modifications
Orders placed for delivery or pickup can be canceled within 10 minutes of submission if the order has not yet been prepared or dispatched. Some ordering platforms may apply different timing rules. If you need to cancel, contact +44 20 7946 0958 as soon as possible or use the order management system on silentlocalwander.xyz. Modifications to an in-progress order may be limited based on kitchen workload and production timing.
Order History and Documentation
Keep copies of your order confirmation and delivery details. Our team may request your order number, delivery address, and photos to verify the issue. All refunds will be processed using the same currency as your original purchase, and you will receive an email notification once a decision has been made.
Policy Changes
We reserve the right to update this Refund Policy at any time without prior notice. Changes will take effect immediately upon posting on silentlocalwander.xyz and reflected in the “Last updated” date within the policy. If you have questions about any updates, please reach out to our support team via the contact options above.
Contact Information
For questions about refunds or to discuss a specific order, please contact +44 20 7946 0958 or visit silentlocalwander.xyz. You can also mail us at our local location with the following details: 221B Baker Street, London, NW1 6XE, United Kingdom.