Refund Policy
Thank you for choosing Crust & Flame Pizzeria. We want you to be completely satisfied with your pizza and all accompanying items from London, United Kingdom. If you are unsatisfied for any reason, this Policy explains how refunds and exchanges are handled for orders placed through silvercrestarchive.site or at our location at Pizza Lane, London. This policy applies to dining-in, takeout, and delivery orders and is effective as of Last updated: September 30, 2025.
Eligibility for Refunds
Refunds are considered when the product is not prepared as requested, arrives cold or damaged, or if a customer has not received the items ordered. To be eligible, the customer must contact us within 7 days of receipt or within 24 hours of a dine-in experience. Proof of purchase, such as order number or receipt, must be provided. We reserve the right to determine eligibility based on order details, delivery tracking, and photographic evidence when appropriate.
Non-Refundable Situations
Refunds will not be issued for items that were consumed or altered by the customer, for late delivery challenges beyond our control after the order is marked delivered, or for promotional items unless otherwise stated in a promotion. We also do not refund on fully consumed items or items that were served per request and match the order.
Refund Methods and Timeframes
Approved refunds are issued using the original payment method when possible. If the original method is unavailable, we will offer a credit toward future purchases at £ pricing. Refunds are typically processed within 5–10 business days after approval, depending on banking institutions. For cash purchases, refunds are issued as store credit to your account with Crust & Flame Pizzeria or credited to the payment method used at the time of purchase when possible.
How to Request a Refund
To initiate a refund, please contact us at +44 20 7946 0999 or via the form on silvercrestarchive.site. Include your order number, date, items involved, and a brief description of the issue. If you have photos of the meal or packaging, attach them to help us assess quickly. In some cases, we may require the return of unused items or packaging at our expense before processing a refund.
Damaged or Incorrect Items
For damaged, incorrect, or missing items, we will offer a replacement or a full/partial refund, depending on the situation. If you received a wrong pizza or missing sides, let us know immediately so we can correct the order with minimal disruption to your experience. Where feasible, please keep the original packaging and the items for inspection by our team.
Return Shipping and Fees
Return shipping is not required for damaged or incorrect orders. For other eligible refunds, there is no additional fee to process the return. In some cases, a restocking or service charge may apply if the request is outside the standard policy window. We will inform you of any fees before processing the refund.
Gift Cards and Credits
Refunds for gift cards are not offered. If you have a store credit or loyalty balance, it can be used toward future orders placed via silvercrestarchive.site or in-store purchases at Pizza Lane, London. Credits do not have expiration dates unless required by local law and are non-transferable outside of Crust & Flame Pizzeria.
Privacy and Data
We value your privacy. Refund requests will be handled securely, and personal data will be used solely to process refunds and improve service. We will not share your information with third parties beyond what is necessary to complete the refund process, unless required by law or with your explicit consent.
Contact for Clarification
If you have questions about this policy or need help with a refund that does not fit the standard scenarios, contact us at +44 20 7946 0999 or visit silvercrestarchive.site for additional guidance. You can also reach our customer support team in person at our location near Pizza Lane, London, W1A 1AA, United Kingdom.
Thank you for choosing Crust & Flame Pizzeria — we are committed to delivering fresh pizzas and a positive experience for every guest.