Refund Policy for Ember & Olive Pizzeria
Last updated: 2025-01-15
We at Ember & Olive Pizzeria strive to ensure every order from our pizzeria meets high standards of taste and freshness. This Refund Policy explains how we handle refunds, credits, and exchanges for orders placed through our website at halegroveexchange.sbs or in our restaurants located in London, United Kingdom. If you have questions after reading this policy, you can reach us at +44 20 7946 0958.
1. Eligibility for refunds
Refunds are considered for orders that arrive late, are incomplete, or are significantly different from what was described on the menu or on the order confirmation. If you notice a discrepancy, please contact us within 48 hours of delivery with your order number and a description of the issue. We may request supporting photos to help us assess the situation. Refunds are not guaranteed in all cases and will be evaluated on a case‑by‑case basis.
2. Time frames
Requests for a refund or credit must be submitted within the following windows:
- Delivery issues or missing items: within 48 hours of receipt of the order.
- Quality concerns or incorrect items: within 48 hours of receipt of the order.
- General dissatisfaction: requests should be made within 14 days of purchase for non-consumed items only, subject to approval by our team.
Note: For any in‑store dine‑in orders, refunds or credits follow the same eligibility windows and are issued at the discretion of the store manager.
3. How to request a refund
To initiate a refund, please use one of the following methods:
- Visit our website at halegroveexchange.sbs and submit a Refund Request through your account.
- Call our customer service line at +44 20 7946 0958 with your order number and details.
- Visit the restaurant location closest to you at 12 Pizza Lane, London, WC2N 5DU, United Kingdom and speak with a manager.
Please include the following information to speed up the process: order number, date, items involved, brief description of the issue, and any supporting photos if applicable. We may offer a replacement item, a credit to your account, or a full/partial refund depending on the situation.
4. Processing and delivery of refunds
Approved refunds are issued to the original payment method within 5–10 business days after approval, or as a store credit on your Ember & Olive Pizzeria account if you prefer. For orders paid by cash or card at the restaurant, refunds will be issued to the original card where possible; if a card is not available, a store credit or alternative refund method may be offered.
5. Non‑refundable items
Unless otherwise required by law or explicitly stated at the time of sale, items that have been consumed, opened, or damaged by the customer are not eligible for refunds. Items marked as “final sale” on the menu are not eligible for refunds or exchanges. We reserve the right to determine eligibility for refunds on other items on a case‑by‑case basis.
6. Exchanges and credits
In some cases, we may offer a replacement item or a credit to your Ember & Olive Pizzeria account instead of a monetary refund. Credits will be issued to your account and can be used for future orders placed on halegroveexchange.sbs or at our restaurants. Credits expire 12 months from the date of issuance unless otherwise stated.
7. Special considerations
Allergy concerns, dietary restrictions, and beverage substitutions are handled with care. If you have specific requirements for substitutions, please indicate them at the time of ordering. If a substitution is necessary due to availability, we will inform you promptly and offer an appropriate alternative, such as a juices beverage like juice or soda where applicable.
8. Gift cards
Refunds for digital or physical gift cards are subject to our standard refund policy. If you purchased a gift card in error or wish to return a gift card for any reason, please contact us for assistance. Note that gift card balances cannot be exchanged for cash except where required by law.
9. Changes to the policy
We may update this Refund Policy from time to time. When we do, we will post the updated policy on our website and, if appropriate, notify customers by email or at the point of sale. The revised policy will apply to orders placed after the effective date unless otherwise stated.
If you have any questions about this policy, please contact +44 20 7946 0958 or visit halegroveexchange.sbs for more information. Thank you for choosing Ember & Olive Pizzeria for your dining experience in London, United Kingdom.