Refund Policy

At EmberFenland, your satisfaction is our priority. We take pride in the quality of the food and service we provide at our location in 43 Bedford Street, Westminster, London, United Kingdom with ZIP code WC2E 9HA. Our refund policy outlines the circumstances under which a refund may be issued for orders placed through our website, emberfenland.sbs, or over the phone number +44 20 7946 0958.

Cancellation Policy

If you need to cancel your order, please call us immediately at +44 20 7946 0958. We accept cancellations only if the preparation has not started. If we can cancel your order, you will receive a full refund in your original payment method. In case the order has already been prepared or is out for delivery, we cannot accept a cancellation and will not be able to refund the order.

Incorrect Order

If you receive an incorrect order, please contact us within 2 hours of receipt. We will either arrange to send the correct item or offer a full refund for the item in question. Items are considered incorrect if they do not match the description on our menu available on emberfenland.sbs.

Poor Quality

We stand behind the quality of our ingredients and the skill of our chefs. Should you be dissatisfied with the quality of the food, please contact us within 2 hours of your meal arrival. We will need a detailed description of the issue and, if possible, a photograph for our quality assurance follow-up. We will assess the situation and either send a replacement or provide you with a refund for the food's portion deemed unsatisfactory.

Missing Items

In the rare event that you are missing an item from your order, please call us immediately at +44 20 7946 0958. After verifying the mistake, we will either refund you the price of the missing item or arrange for a re-delivery of the said item at no additional cost to you.

Refund Process

All refunds will be credited to your initial form of payment within a certain number of days, depending on your payment provider's policies. If you paid by credit or debit card, refunds might take up to 5-10 business days to appear on your card statement. If you have paid in cash upon delivery, a cash refund will be provided immediately upon pick-up of the incorrect or unsatisfactory item.

Non-refundable Items

Special order items that are not typically carried in our inventory or have been customized upon request are non-refundable. Gift vouchers once purchased are also non-refundable.

Last Updated

This policy was last updated on April 1st, 2023, and is subject to change without notice. We encourage customers to review it frequently to stay informed of any updates.

Contact Us

If you have any questions or concerns regarding your order or this refund policy, please contact us through our website emberfenland.sbs or by phone at +44 20 7946 0958. We are here to ensure that your experience with EmberFenland is nothing but the best. From our kitchen to your table, we thank you for your business and look forward to serving you again.