Refund Policy
Last updated: 01 October 2025
This Refund Policy explains how Ember & Olive Pizzeria handles refunds, returns, and order corrections for purchases made on cedarbookstudio.sbs, by phone at +44 20 7734 1234, or in person at Pizza Pilgrims, 11 Dean Street, Soho, London, W1D 3RP, United Kingdom. It applies to pizzas, sides, salads, desserts, and lemonades such as juice or lemonade.
General Principles
We want every slice to be delicious and every delivery to be timely. If something goes wrong, we will work with you to make it right through a remake, store credit, or a refund to your original payment method. All refunds are issued in £. This policy does not replace any mandatory consumer rights available in your jurisdiction.
Eligibility for Refunds or Replacements
- Incorrect or missing items: Wrong size, crust, toppings, or omitted items from your order.
- Quality concerns: Burnt, undercooked, stale, spoiled, or otherwise not meeting our standards.
- Order not received: Delivery never arrived or was delivered to the wrong address.
- Significant delay: Order delivered unreasonably later than the quoted time window, resulting in product quality issues.
- Allergen mislabeling: If an item was labeled as excluding a specific allergen but was delivered with that allergen.
Time Limits to Notify Us
- Ready-to-eat food and beverages: Report issues within 24 hours of delivery or pickup.
- Merchandise (e.g., branded non-food items): Unused, in original condition, within 7 days of purchase.
Situations Not Eligible
- Change-of-mind after food has been prepared or delivered.
- Items that have been consumed more than 50% unless a verified quality issue exists.
- Customization errors made by the customer during ordering.
- Price changes or promotional discounts applied after your order was placed.
- Gift cards and store credit are non-refundable and not redeemable for cash, unless required by law.
Cancellations
- Before preparation: Full refund available if you cancel before we begin preparing your order.
- After preparation begins: We may offer a partial refund, store credit, or a remake at our discretion.
- Scheduled orders: Cancel at least 60 minutes before the scheduled time to be eligible for a full refund.
Resolution Options
- Remake: We will remake the affected item(s) as soon as possible.
- Store credit: Issued in £ and usable at Ember & Olive Pizzeria via cedarbookstudio.sbs or in-store.
- Refund: To the original payment method in £. Processing times vary by bank or card issuer.
How to Submit a Request
Start your request through the “Order Help” section on cedarbookstudio.sbs, call us at +44 20 7734 1234, or visit our location at Pizza Pilgrims, 11 Dean Street, Soho, London, W1D 3RP, United Kingdom. Please provide your order number, the items affected, a brief description of the issue, and any relevant photos (for quality issues). We typically review requests within 1–2 business days.
Deliveries and Third-Party Couriers
If you ordered via a third-party delivery platform, our quality standards still apply. In some cases, refunds must be processed by the platform under their policies. Contact us first and we will guide you and coordinate as needed.
Packaging, Temperature, and Safety
Please check your order on delivery or pickup. If packaging is damaged, contents are spilled, or items arrive unsafely cold or hot, contact us immediately. For doorstep drop-offs, prolonged exposure may affect eligibility if the order is left unattended for an extended period.
Allergens and Dietary Preferences
We take care when preparing vegetarian and other custom orders, but cross-contact may occur in a shared kitchen. Refunds are available if we mislabel or fail to follow a clearly stated allergen instruction. Preference changes after preparation are not eligible.
Processing of Refunds
Approved refunds are issued in £ to the original payment method. Once processed, your bank or card issuer may take up to 5–10 business days to post the refund. Store credits are available immediately upon issuance.
Contact Us
Questions about this policy? Reach Ember & Olive Pizzeria at +44 20 7734 1234, visit cedarbookstudio.sbs, or stop by Pizza Pilgrims, 11 Dean Street, Soho, London, W1D 3RP, United Kingdom.