Refund Policy
Welcome to Crust & Ember Pizzeria. We aim to provide delicious meals and an enjoyable dining experience. If you are not completely satisfied with your order, this policy explains how refunds and refunds-related steps work for purchases made through creativevisionworld.xyz or at our locations. This policy applies to all online orders, takeout, and dine-in services, and is designed to be clear and fair for our valued guests in London, United Kingdom.
Eligibility
Requests for refunds will be considered when an order does not meet the expected standards of quality, accuracy, or delivery timing. To be eligible, you must report the issue within 7 days of receipt, provide a clear description of the problem, and include order details such as order number, date, and the items involved. We reserve the right to determine eligibility based on review of evidence, such as photos of the issue and confirmation from our staff. Items used or partially consumed may affect eligibility, unless there is a clear quality defect. For in-house dining, refunds may be offered at the management’s discretion in cases of service failure or incorrect menu items.
Non-refundable items
Refunds do not apply to promotional items, gift cards, or special event menus, unless there is a quality issue clearly covered by the criteria above. We also do not offer refunds for items that were consumed in a dine-in setting and do not present a verifiable defect. If you have questions about a specific item, please contact +44 20 7946 0958 and we will assist you promptly.
Delivery and takeout considerations
For online orders, refunds are considered when the order arrives late beyond the promised delivery window, arrives with missing items, or the food quality is unsatisfactory due to mishandling during delivery. If a portion of an order is missing, we may offer a replacement, discount, or credit toward a future order. If the quality is unsatisfactory, please provide brief evidence so we can make a fair assessment. In all cases, we strive to resolve the matter quickly and respectfully.
Return and refund process
To start a refund, please contact our team via +44 20 7946 0958 or email us through creativevisionworld.xyz within the designated window. Provide your order number, date, items involved, and a description of the issue. We may request photos or additional information. Once your request is reviewed, we will respond with next steps, which may include a replacement, a discount, a credit, or a full/partial refund to the original payment method. Processing times vary by payment provider and method, but you can expect confirmation within 3–7 business days after we receive all required information.
Refund methods
Refunds, when approved, will be issued to the original payment method used at the time of purchase. If a refund involves a credit or promotional balance, the credit will be applied to your Crust & Ember Pizzeria account or to your next order, as appropriate. We do not offer cash refunds except where required by law. For dine-in orders, refunds are typically issued as a credit toward a future visit or a monetary refund at the discretion of management.
Quality and satisfaction guarantee
We take pride in preparing high-quality pizzas and sides. If you experience a quality issue, like undercooked crust, incorrect toppings, or cold items, please notify us immediately so we can address it. We also ensure proper handling to maintain food safety and temperature during delivery. Our goal is not only to satisfy but to delight you with the flavors of Crust & Ember Pizzeria in London, United Kingdom.
Damages and defects
In case of damages during delivery or at pickup, please document the issue with photos and contact us promptly. We will review and offer an appropriate remedy, which may include a replacement, discount, or refund as described above. We appreciate your cooperation so we can improve our service and avoid repeating issues in the future.
Order cancellations
Orders canceled before preparation may be eligible for a full refund. Cancellations after preparation begins may incur a partial refund or be handled as a credit toward a future order. If you need to cancel, please contact us at +44 20 7946 0958 as soon as possible to minimize disruption.
Contact and updates
For any questions regarding refunds, you can reach us at +44 20 7946 0958 or visit creativevisionworld.xyz. Last updated: 2025-10-01. If needed, we will update this policy and notify you accordingly to reflect changes in services or location specifics for London, United Kingdom.
Miscellaneous
Please note that all communications and refunds will be handled in accordance with applicable consumer protection laws. We strive to deliver a fair process, respectful of your time and expectations. Thank you for choosing Crust & Ember Pizzeria for your meals in London, United Kingdom—where we craft flavorful pizzas and bring joy to your table with every order.
Contact details: 24 Pizza Lane, W1D 6AF, London, United Kingdom. Phone: +44 20 7946 0958. Website: creativevisionworld.xyz. Currency for purchases: £.