Refund Policy
Welcome to the refund policy of Crust & Ember Pizzeria. We strive to provide fresh, high-quality pizzas and related products through lanternfoothold.xyz. If you are not completely satisfied with your order, we are here to help. This policy applies to online purchases placed with us and outlines the steps for refunds, exchanges, and cancellations.
Eligibility: To be eligible for a refund, you must contact us within 14 days of receiving your order and provide your order number, the items purchased, and a brief description of the issue. Refunds may be limited to items that are defective, damaged in transit, or not as described. Food safety and freshness are our priority, and we reserve the right to assess all requests on a case-by-case basis. Items returned must be unused and in original packaging where applicable.
Non-refundable items: For reasons of safety and quality, the following are not eligible for refunds: completed pizzas that have been served or consumed, gift cards, and promotional bundles unless they arrive damaged or incorrect. Digital items, if any, are subject to the digital goods policy described below.
Damaged or incorrect items: If your order arrives damaged, or if the wrong items were delivered, please notify us within 48 hours of delivery. Please include clear photos of the packaging and the items. We will evaluate the case and may offer a replacement, credit, or a full/refund or partial refund based on the situation. In some cases, we may request the return of the damaged item at your expense for inspection.
Refund options: Depending on the nature of the issue, eligible refunds may be issued to the original payment method or as a £-denominated store credit redeemable on lanternfoothold.xyz. Processing times vary by payment provider, but refunds are typically issued within 5-7 business days after approval for credit cards, and 3-5 business days for store credit. If you paid via bank transfer or other methods, our support team will advise on the most suitable refund method.
Delivery and freshness concerns: We understand the importance of a hot, fresh experience. If your order arrives cold or below expected quality, please contact us with details and photos. We may offer a replacement, a discount on a future order, or a credit to your account. We aim to resolve genuine freshness concerns promptly to your satisfaction.
Cancellations and amendments: Orders can be canceled or amended prior to preparation, subject to availability and timing. Once an order moves to the kitchen or is in transit, cancellations may be limited and fees may apply to cover cost of ingredients and preparation. To request a cancellation or modification, contact +44 20 7946 0958 during business hours or reach out via lanternfoothold.xyz.
Digital items and loyalty credits: If applicable, digital items are refundable only as allowed by applicable law and our terms. Loyalty points earned from a purchase may be adjusted if a refund affects points balance. Any credits issued are valid for a reasonable period and can be used toward future orders placed with Crust & Ember Pizzeria at lanternfoothold.xyz.
Refunds outside policy: If you believe your situation should be considered outside this policy, please contact our customer service team with a detailed description. We will review and respond within 2-3 business days with a clear decision.
Information and contact: For questions about refunds, you can reach us at +44 20 7946 0958 or via email through lanternfoothold.xyz. When contacting us, please provide your full name, order number, and a concise description of the issue to help us process your request quickly.
Last updated: 2025-08-01
Organization details: This policy applies to the operations of Crust & Ember Pizzeria located in London, WC2E 9LT, United Kingdom with serving facilities at 43 Bedford Street. You can contact us for more information at +44 20 7946 0958 or visit lanternfoothold.xyz for updates and the latest terms. Please note that all refunds are issued in £ unless stated otherwise in your specific case.