Welcome to the refund policy for Ember & Crust Pizzeria. We want you to be delighted with every pizza experience, from hot, aromatic crust to the final slice. If something does not meet your expectations, our simple policy is here to help. This policy applies to orders placed at littoralcommons.xyz or through our approved channels. For any questions, you can contact our team at +44 20 7946 0958.
Eligibility for refunds
refunds may be issued for eligible orders within a reasonable time after delivery or pickup. To qualify, please ensure that all of the following conditions are met: the order was fulfilled incorrectly, the items arrived cold or damaged, or the quantity delivered did not match the receipt. We do not offer refunds for perfectly prepared pizzas that are consumed in full, or for delivery delays caused by external factors beyond our control, such as traffic or weather, unless the delay exceeds a reasonable threshold defined by our team. If a substitution was made due to unavailable ingredients, we will provide a fair remedy, such as a replacement item or a discount on a future order.
How to request a refund
To start a refund request, please contact us within 48 hours of delivery or pickup by calling +44 20 7946 0958 or emailing through our support channel at the information listed on littoralcommons.xyz. Include your order number, delivery address (city: London, postal code: W1U 3AR, country: United Kingdom), and a brief description of the issue. Photos of the item and packaging are helpful, especially if you received damaged goods. Our team will acknowledge your request and provide the next steps.
Assessment and resolution
Once received, our customer care team will review the claim. We may request additional information or photos to verify the issue. If an error on our side is confirmed, we will offer one of the following remedies at our discretion: a full or partial refund to the original payment method, a credit toward a future order, or a complimentary replacement pizza or sides within a reasonable timeframe. If the error is due to customer customization or omitted items not reported at the time of delivery, a partial refund may be issued or a future discount offered as a courtesy.
Refund methods and timeframe
Refunds, when approved, will be issued to the original payment method used for the order. Processing times depend on your payment provider but typically take 5-10 business days. If you prefer a store credit or a no-questions replacement item, we can arrange that instead. For orders paid with vouchers or gift cards, refunds will be issued as store credit or a replacement credit to the same instrument, subject to verification.
Non-refundable situations
We do not issue refunds for minor taste preferences, for pizzas that were delivered on time but not enjoyed in full, or for orders where the customer altered the customization or toppings after receiving the item. In cases of misuse or fraudulent activity, refunds may be denied and the matter referred to the appropriate authorities or our security team. We reserve the right to refuse a refund if information is incomplete or inconsistent with order records.
Quality and satisfaction
We take pride in the quality of our ingredients and the care with which we prepare every order. If you are ever unhappy, we want to fix it. We encourage you to contact us promptly so we can discuss a suitable remedy—whether a fresh pizza, a replacement drink such as a juices beverage, or a discount toward a future visit. All our pizzas are crafted with fresh dough, premium sauce, and carefully selected toppings. Our aim is to ensure you leave satisfied, not only with the taste but with the service as well.
Delivery areas and local information
Our service is available in and around London, W1U 3AR, United Kingdom. You can view current delivery zones and hours on littoralcommons.xyz. For any address-specific questions, please reach out to our team at +44 20 7946 0958. We are proud to be part of the United Kingdom community from our kitchen at 5 Baker Street to your table.
Last updated: December 2024.