Refund Policy

Thank you for choosing AlcoveCollective. We strive to provide delicious pizza and a pleasant dining experience. This Refund Policy explains how we handle refunds, exchanges, and credits for purchases made at our store or through our online platform at alcovecollective.sbs. By placing an order with us, you agree to the terms outlined below.

Scope and eligibility

Our refunds apply to eligible orders within 30 days of the original purchase date. Eligibility depends on the nature of the issue, including wrong items, damaged products, or substandard quality. Non‑refundable items include promotional bundles, custom requests, and items marked as final sale at the time of purchase. To determine eligibility, please review your order details and the circumstances that led to the request. We reserve the right to assess each case on its own merits.

Conditions for a refund

• The delivered item does not match the order placed or is substantially undercooked or improperly prepared.
• The order arrives late, causing significant disruption to your planned meal time.
• There is a clear quality issue reported within 24 hours of delivery or pickup with supporting photos or a detailed description.
• You have not used the product in a way that would void our policy (e.g., tampering with food safety).

How to request a refund

To initiate a refund, please contact our customer service team at +44 20 7946 0958 or visit alcovecollective.sbs and submit your request with the following information:

• Order number and date
• Item(s) you request to refund and reason
• Photos or evidence of the issue, if applicable
• Your preferred resolution (full refund, replacement, or store credit)

Requests must be received within the 30‑day window and reviewed by our team. We may ask for additional information or offer a resolution if the issue is isolated to a specific item rather than the entire order.

Refund methods and timeline

If approved, refunds will be issued to the original payment method used for the purchase or as store credit, depending on your preference and feasibility. Please allow up to 7–14 business days for processing after approval, and note that the time required to reflect the refund in your account may depend on your financial institution. If you selected a replacement item, we will arrange the fulfillment according to our standard delivery or pickup schedules.

Damaged, missing, or incorrect items

In cases where items arrive damaged, are missing, or do not match the order, please notify us immediately. We may request photos and a description to verify the issue. If confirmed, we will offer a replacement or full refund, and in some cases provide a partial credit for affected items. Our aim is to minimize any inconvenience and restore your dining experience promptly.

Order cancellations

Cancellations made before preparation begins are eligible for a full refund. If preparation has started or the item is near delivery, a partial refund or store credit may be offered at our discretion. Please contact us at +44 20 7946 0958 or via alcovecollective.sbs to discuss cancellation options for your specific order.

Delivery and pickup adjustments

If you need to modify or cancel a delivery or pickup after placing the order, contact us as soon as possible. We try to accommodate changes but cannot guarantee adjustments in all cases. Refunds for changes will be issued in accordance with this policy and the status of the order.

Non‑discrimination and accessibility

We strive to treat every customer fairly. If you believe your refund request was not handled properly, please reach out to us with additional details. We will review the case and respond promptly with a fair resolution.

Changes to this policy

We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or customer feedback. Any material changes will be posted on our site and take effect immediately for new orders. For the latest terms, visit alcovecollective.sbs.

Contact and data

For inquiries or to submit a refund request, you can reach us at +44 20 7946 0958 or write to us using the contact page at alcovecollective.sbs. Our mailing address is:

Thank you for choosing AlcoveCollective. We appreciate your business and are dedicated to ensuring your satisfaction with every pizza experience. For any questions about this policy, please contact our support team and we will respond promptly.