Refund Policy for Crust & Ember Pizzeria
Effective date: Last updated: October 6, 2025
Thank you for shopping with us at Crust & Ember Pizzeria. We strive to provide delicious pizzas and a memorable dining experience. If you are not completely satisfied with your purchase, this Refund Policy explains how refunds and exchanges are handled for orders placed through our website at bramblecommons.sbs.
1. Eligibility
Refunds and exchanges are considered for orders delivered or picked up from our location located at 10 Downing Street, London, SW1A 2AA, United Kingdom. To be eligible, you must request a refund within 14 days of the purchase date and provide proof of purchase (order number and relevant details). Items must be unused, in their original packaging (for dine-in and takeout where applicable), and in resalable condition. Emailed or digital vouchers are not eligible for cash refunds unless explicitly stated at the time of purchase.
2. Non-Refundable Items
Certain items are non-refundable, including but not limited to custom pizzas prepared to your specifications, special dietary accommodations, and perishable or cleared items that have left our premises. Gift cards are non-refundable. If you are unsure whether an item is eligible for a refund, contact our customer service team at +44 20 7946 0000 for confirmation.
3. How to Request a Refund
To request a refund, please contact us with the following information:
- Order number and date of purchase
- Item(s) for refund and reason
- Preferred resolution (refund to original payment method or store credit, where applicable)
4. Processing Time
Once your refund request is approved, refunds are issued to the original payment method within 5-7 business days, depending on your bank or payment provider. If you paid by cash for a local order, a store credit or refund by card will be offered at our discretion. The exact currency used for refunds will match the currency of the original purchase, shown as £.
5. Late or Missing Refunds
If you have not received your refund within the stated processing time, please contact +44 20 7946 0000 or visit bramblecommons.sbs for assistance. Missing refunds may require additional verification by your bank or payment processor. We will cooperate to resolve any issues promptly.
6. Exchanges
We offer exchanges for eligible items within 14 days of purchase. To exchange, provide proof of purchase and request a replacement item or store credit. Availability of substitutions depends on current menu items and inventory. Fees may apply for certain exchanges.
7. Digital Orders and In-Store Purchases
For online orders delivered by our kitchen, refunds and exchanges follow the same policy. In-store purchases may be refunded or credited in the form of store credit as determined by our staff at the time of the request. All refunds issued will reflect the amount paid in £.
8. Contact Information
London, United Kingdom — 10 Downing Street
Phone: +44 20 7946 0000
Web: bramblecommons.sbs