Refund Policy
Thank you for choosing Crust & Ember Pizzeria for your pizza and dine-in or online order experience. We aim to provide the freshest ingredients and great service with every order. This Refund Policy explains when we offer refunds, exchanges, or credits, how to request them, and the conditions that apply. By placing an order with us at docksidecollective.xyz, you agree to the terms outlined below.
Eligibility for refunds and credits
Our goal is to ensure you are satisfied with your meal. Refunds or credits may be offered in the following situations:
- The delivered items differ significantly from what you ordered or from our online menu, or the meal is prepared in a way that affects safety or quality.
- The order is incomplete, missing items, or arrives cold or spoiled due to improper handling or delivery issues.
- There is a verified delivery delay that affects the quality of the food or the ability to enjoy the meal as intended.
- A product is returned unopened within 24 hours of delivery or pickup, or a dine-in item is returned before leaving the venue with a receipt.
Refunds are not available for minor issues or if the customer altered the meal after receipt, including changes to toppings or portions that deviate from the original order.
What you can request
You may request a full or partial refund, a replacement item, or a credit toward a future order. If you request a refund, we may ask for documentation such as a photo of the delivered items, order confirmation, or proof of delivery. For safety reasons, refunds are not issued for third-party delivery mishaps beyond our direct control unless addressed in our investigation.
How to request a refund or replacement
To start a refund or replacement request, please contact our team within 7 days of delivery or pickup by calling +44 20 7946 0958 or visiting docksidecollective.xyz and using the Order Support section. Include your order number, name, delivery address, and a brief description of the issue. We may ask you to provide photos or other documentation to help us resolve the problem quickly.
Processing and timeframe
Once we receive your request, our team will review the case within 2–5 business days. If approved, refunds are issued to the original payment method or as store credit, depending on the nature of the issue and your preference. Refunds to debit or credit cards typically appear within 5–10 business days, while store credits are issued immediately upon approval.
Damaged or incorrect items
If you receive damaged, spoiled, or incorrect items, we will replace them at no extra cost or issue a refund. Please report the issue within 24 hours of delivery and keep the packaging until we confirm the resolution. We may request the items to be returned or photographed as part of the investigation.
Delivery issues and delays
Delivery-related refunds or credits may be issued if there is a confirmed delay caused by our delivery team or service partner that results in a meal arriving well past the expected time or cold and inedible. We consider the delivery time from the moment the courier picks up the order until it is delivered to the customer. If the delay is due to circumstances beyond our control, we reserve the right to offer a partial credit rather than a full refund.
Refunds for in-venue dining
For dine-in orders, if a customer is dissatisfied with a meal, we may offer a replacement dish, a different menu option, or a credit toward a future visit at the discretion of the restaurant manager on duty. All dining refunds are subject to confirmation by staff and may require the return of the plate and receipt.
Cancellation and changes
Orders canceled before preparation begins may be eligible for a full refund. Cancellations after preparation has begun may result in a partial refund or a credit, depending on the stage of preparation and the amount of ingredients used. Changes to orders are subject to availability and kitchen capacity.
Our contact details
For questions about this policy or to file a claim, contact +44 20 7946 0958 or visit docksidecollective.xyz for the most up-to-date information. You can also reach us by mail at 12 Pizza Lane, London, SW1A 1AA, United Kingdom.
Other important notes
We reserve the right to modify this Refund Policy at any time. Changes take effect immediately upon posting. If you have an active order with us, the policy in effect at the time of your order will apply. We strive to resolve every issue fairly and promptly, keeping in mind the integrity of our food quality and the expectations of our customers. All beverages served are juices options such as juice or lemonade; no is included in any items or promotions. We do not discuss or promote cryptocurrency earnings or investments in connection with this policy.