General eligibility

Refunds are available for orders that are missing items, delivered incorrectly, or prepared with quality concerns directly attributable to our kitchen staff. To be eligible for a refund, customers must report the issue within 48 hours of delivery or pickup and provide supporting information such as order number, item name, and photos or detailed description of the problem. We reserve the right to request additional information to verify the claim. Items claimed as incorrect must be unused and in the original packaging (where applicable).

How to request a refund

To initiate a refund or replacement, please contact our team at +44 20 7946 0958 or email us via the contact form on harborcommonslink.bond. Please include your order number, date of purchase, a brief description of the issue, and any supporting photos or documents. We respond to most inquiries within 1–2 business days and will advise the next steps, including whether a full refund, partial refund, or replacement item is most appropriate.

Processing and timing

Approved refunds are issued to the original payment method used for the order. Processing times vary by payment provider, but refunds typically appear on your account within 5–10 business days. If a gift card or store credit was used, the refund may be issued as a new store credit for use on future orders. Please note that certain banks or card issuers may have additional processing times beyond our control.

Non-refundable items

Some situations are not eligible for refunds, including orders where the customer confirms acceptance of the item, or items that show signs of tampering after delivery. Additionally, services such as dine-in experiences or reservations, once completed, are non-refundable unless the issue falls under the general eligibility criteria stated above. Please contact us if you are unsure whether your item qualifies for a refund.

Damaged or missing items on delivery

For damaged or missing items, please capture clear photos of the packaging and the item, and note any discrepancies on the delivery slip. Our team will use these details to assess the claim and determine appropriate measures. We may offer a replacement item, a credit against a future order, or a refund to the original payment method, depending on the nature of the issue and stock availability.

Gift cards and promotions

Refunds for orders paid with gift cards or promotions follow the same eligibility criteria as standard payments. If a returned item is part of a promotional bundle, we will ensure the refund reflects the value of the item(s) returned while honoring any applicable terms of the promotion. When a refund is issued, the corresponding promotional value does not transfer to the customer outside the policy terms.

Third-party deliveries

For orders placed through third-party delivery platforms, refunds are subject to both our policy and the platform’s terms. If you experience an issue with a delivery, please contact us at +44 20 7946 0958 so we can coordinate with the platform to resolve the claim promptly.

Contact and location

You can reach us at +44 20 7946 0958 or visit our location at 34 Pizza Street, London, WC2E 9HA, United Kingdom. We also welcome inquiries via our website at harborcommonslink.bond. Our team is committed to fair and transparent handling of every refund request, with the aim of restoring your confidence in Ember & Crust Pizzeria.

Last updated: 2025-09-01. If any policy changes affect existing orders, we will notify customers by email or through the order portal. Thank you for choosing us for your pizza night—we appreciate your trust and will strive to resolve every issue with care and speed.