Refund Policy
Welcome to Crust & Ember Pizzeria’s Refund Policy. We strive to provide delicious, high-quality pizzas and a positive dining experience. If you are not completely satisfied with your order, we want to make it right. This policy explains how refunds and adjustments are handled for orders placed at granarycrossing.xyz or at our physical locations in London, United Kingdom. For any questions, you can reach us at +44 20 7946 0958.
Eligibility
Refunds are available for orders that are incorrect, significantly delayed, or arrive in a condition that does not meet our standards. To be eligible for a refund, customers must provide proof of purchase and contact us within 7 days of delivery or pickup. Items that have been consumed in part or altered in a way that prevents assessment may not be eligible, at our discretion. Pies, sides, drinks, and toppings are covered by this policy when applicable, except where noted below.
Time Frame
Refund requests must be submitted within 7 days of the original purchase date. If a refund is approved, refunds will be processed using the original payment method or another method at our discretion. Processing times may vary by payment provider and bank.
How to Request a Refund
- Contact our team at +44 20 7946 0958 or via granarycrossing.xyz and include your order number, date, and a brief description of the issue.
- Attach supporting documentation where possible, such as a photo of the delivered item, packaging, or any communication about the order.
- For in-person purchases, return the item to the location where you ordered, if requested by our staff, to help with the assessment.
Our team will review your request and respond within 2–5 business days with a decision and any applicable refund or credit.
Refund Methods
Approved refunds will be issued to the original payment method or as a store credit for future orders. If a portion of a mixed order is found to be incorrect, we may issue a pro-rated refund for the affected items. In case of a delivery mix-up, we may offer a complimentary replacement item or a discount on a future order, at our discretion.
Non-Refundable Items
Complimentary items, promotional products, or items delivered as part of a special event are generally not eligible for refunds, unless required by law or specified in a separate agreement. Gift cards or vouchers are typically non-refundable unless required by applicable law. We reserve the right to determine eligibility based on the specifics of each case.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please notify us immediately with details and photos. We will offer options including a replacement, re-preparation, or a full/partial refund, depending on the situation and availability of the items. We aim to resolve these issues promptly to restore your satisfaction with Crust & Ember Pizzeria.
Delivery Delays
Delays outside our control may affect delivery times. If a delay is significant and affects the quality of the food, we may offer a partial refund or credit for the affected portion of the order.
Security and Privacy
We protect your personal information in accordance with applicable privacy laws. Refund requests require verification of identity to prevent unauthorized transactions. Data collected for refunds will be used solely for the purpose of processing your claim and improving our service.
Contact and Address
For all refunds and questions, contact us at +44 20 7946 0958 or visit granarycrossing.xyz. Our restaurants are located in London, SW1A 1AA, 22 Pizza Lane, United Kingdom. We appreciate your feedback and will use it to improve our food, packaging, and service for future orders.
Last updated: 2025-10-10. Please note that the currency used for refunds is £.