Refund Policy
Welcome to the refund policy for Crust & Ember Pizzeria, serving delightful pizzas and fresh ingredients from 12 Olive Street, London, United Kingdom with delivery to SW1A 1AA and nearby areas. This policy explains how refunds and replacements are handled for orders placed through papermeadowstudio.xyz. Last updated: October 13, 2025.
1. Scope
This policy applies to all online orders placed on our site and any in-house purchases at our location. It covers meals, beverages prepared to order, sides, and gift cards issued by Crust & Ember Pizzeria. It does not apply to third‑party delivery partners unless we specify otherwise. Any items not conforming to our standard menu (for example, substitutions or promotional items) follow the same general rules described here.
2. Cancellations
Orders canceled before preparation begins are eligible for a full refund to the original payment method. If an order is canceled after preparation has started or after delivery has commenced, refunds may be partial and depend on the stage of fulfillment, the item condition, and transportation status. To request a cancellation, contact us at +44 20 7946 0958 or via the form linked from papermeadowstudio.xyz as soon as possible. Please note that expedited delivery charges, if any, may not be refundable.
3. Damaged, Incorrect, or Missing Items
If you receive items that are damaged, wrong, or missing, please notify us within 48 hours of delivery. We may ask for photos of the packaging and contents to verify the claim. In such cases, we will offer a replacement, a credit, or a refund to the original payment method at our discretion. We strive to resolve issues promptly to ensure your satisfaction with our pizzas and accompanying beverages, chosen from our juices drink options such as fresh juice or soda when applicable.
4. Quality and Freshness
Our pizzas are prepared fresh with high-quality ingredients. If a quality issue is identified by you, please contact us with details within 24 hours of delivery. We reserve the right to assess the claim and determine an appropriate remedy, which may include a replacement item, a credit toward a future order, or a full or partial refund, depending on the circumstance.
5. Refund Methods and Processing Time
Refunds, when approved, will be issued to the original payment method used for the order. Processing times vary by payment provider but typically range from 3 to 7 business days. If you paid with a gift card or store credit, refunds or credits will be applied to yourCrust & Ember Pizzeria account or as described at the time of purchase.
6. Delivery and Pickup
For delivery orders, refunds align with the delivery status. If a delivery is interrupted by an error on our part, we may offer a replacement item or credit. For pickup orders, refunds follow the same criteria—if the prepared order does not meet our standards or is not ready at the agreed pickup time, please contact us to arrange a remedy.
7. Gift Cards
Gift cards issued by Crust & Ember Pizzeria are not refundable except as required by applicable law. Balances on gifts cards are typically valid for the period specified at purchase and may be used toward any eligible order placed on papermeadowstudio.xyz.
8. Changes to the Policy
We may update this policy from time to time. When a material change is made, we will provide notice on our site and, where appropriate, through direct communication. The version posted here governs all refunds for orders placed after the date stated above.
If you need help or have questions about a refund, please reach out to our team at +44 20 7946 0958 or visit papermeadowstudio.xyz for more details. Our location: 12 Olive Street, London, SW1A 1AA, United Kingdom.