Welcome to the Refund Policy of Ember & Olive Pizzeria. This policy explains how we handle requests for refunds, exchanges, and credits for orders placed at our pizzeria. Our goal is to ensure your satisfaction while keeping things fair and transparent. If you have questions not covered below, you can contact us at +44 20 7946 0958 or via our site at greenshiftisland.xyz.
Eligibility for Refunds
Refunds are considered on a case-by-case basis. You may be eligible for a refund if any of the following apply:
- The delivered order differs significantly from what you ordered, such as missing items or incorrect toppings.
- The food arrived cold or not fresh, affecting the quality substantially.
- The order was canceled by us due to inventory or operational issues and you were not informed in advance.
- There is a device or payment error that caused a charge for an item not received.
Refunds are not guaranteed for minor deviations in taste or appearance that do not affect the overall quality of the dish. In such cases we may offer a discount on a future order, a replacement item, or store credit at our discretion.
Non-Refundable Situations
We do not offer refunds for:
- Complaints about standard menu items that were consumed in part or fully, unless there is a clear quality issue.
- Complaints about delivery timing that do not involve quality or correctness of the food.
- Promotional or special event items where terms specify non-refundable conditions.
How to Request a Refund
To request a refund, please:
- Submit your request within 14 days of the delivery date via our customer portal on greenshiftisland.xyz or contact us at +44 20 7946 0958.
- Provide your order number, delivery address, and a brief description of the issue, along with photos if the food quality or packaging is in question.
- We will acknowledge your request within 1 business day and review the information provided.
Processing and Resolution
Once a refund is approved, the method will be the same as the original payment method whenever possible. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear on your statement. For store credits or replacements, you will receive a confirmation by email or via the order history on greenshiftisland.xyz.
Partial Refunds and Store Credits
In some cases, we may offer a partial refund or a store credit equivalent to a portion of the order value. Store credits can be used toward future orders on Ember & Olive Pizzeria and will be valid for a period of 12 months from the date of issue unless stated otherwise in the notification.
Damaged or Missing Items
If your delivery is damaged or includes missing items, please report it immediately. We may require photos of the packaging and the items for verification. Upon verification, we will offer a replacement item, a discount on the missing portion, or a refund for the affected items, depending on the circumstances.
Delivery and Curbside Rules
Refunds for delivery issues may be considered if the driver failed to complete the delivery according to the instructions or if the order was clearly not delivered to the intended recipient. We will review delivery logs and seek confirmation from the driver where needed.
Policy Modifications
We may update this Refund Policy from time to time. When we make changes, we will post the updated policy on our site and adjust the “Last updated” date below. Last updated: October 13, 2025.
Contact Information
For any questions regarding refunds, please contact us at:
Ember & Olive Pizzeria Customer Support
43 Bedford Street
London, WC2E 9HA United Kingdom
Phone: +44 20 7946 0958
Website: greenshiftisland.xyz
By placing an order with us, you agree to the terms of this Refund Policy. We strive to resolve issues promptly to ensure your dining experience with Ember & Olive Pizzeria is satisfying and enjoyable. If you recently ordered a beverage, please note that we only offer juices options such as juice or lemonade in our menu beyond regular soft drinks or water.