Policies

The practical bits before you order from Nellie's Pizza.

Advance orders

Nellie’s Pizza is advance order only. Choose an available collection day and time before placing your order. All pizzas are freshly prepared for your chosen collection slot.

Order changes

Orders cannot normally be changed once payment has been made. Please check your collection time, basket and contact details before paying.

If you’ve made a mistake, please contact us as soon as possible. We’ll do our best to help, although changes cannot be guaranteed.

Cancellations

Our pizzas are freshly prepared food made for collection at a specific time. The usual 14-day cooling-off period for online purchases does not apply to these orders.

Because each drop is small and dough is prepared in advance, we cannot normally accept cancellations once an order has been placed.

This does not affect your statutory rights.

Refunds

We take pride in every pizza we make.

If something isn’t right with your order, please contact us as soon as possible so we can put it right.

If we need to cancel your order, we’ll provide a full refund.

Nothing in this policy affects your statutory consumer rights.

Collection

Collection is from Headley Park, BS13.

Full collection details are provided after ordering. Please arrive as close to your chosen collection time as possible.

Look out for the blue cone and blue porch light.

Allergens

Our pizzas are prepared in a kitchen where allergens are handled, so we cannot guarantee that any item is completely allergen-free.

Please read our full allergen information before ordering. If you have a food allergy or intolerance, contact us before placing your order.

Privacy

280 Group Ltd, trading as Nellie’s Pizza, is responsible for your personal information. Contact us through our Contact page or at hello@nelliespizza.com.

We use your name, contact details, order and payment information to fulfil orders, arrange collection, handle refunds and answer enquiries. Checkout contact details are required to place an order. We also process messages you send us and technical information needed to provide the website.

Our lawful bases are fulfilling your order or taking steps you request before ordering; meeting legal obligations; and our legitimate interests in answering enquiries, resolving complaints and keeping the website working safely.

We share necessary information with payment processors, website hosting and content-delivery providers, business email and messaging providers, and authorities where legally required. These services may process information outside the UK, including in the United States. Their published terms describe UK-recognised adequacy arrangements or contractual safeguards for these transfers. Contact us for details or a copy of the relevant safeguards.

Essential accounting records are kept for six years after the relevant company financial year, or longer if legally required. Routine enquiries and duplicate contact records are kept for up to 12 months after closure or collection; temporary service records for seven days. Relevant information may be kept longer for complaints, disputes or legal requirements. Unpaid checkout records are currently retained without a fixed deletion deadline.

The website uses cookies and browser storage for ordering and essential security. Session information lasts for your browser session; our security cookies expire after 30 minutes of inactivity or four hours. Saved basket and checkout contact details remain until cleared in your browser. Payment services use their own cookies. You can manage stored data in your browser settings; blocking it may prevent ordering.

Where applicable, you can request access, correction, deletion, restriction or a portable copy of your information. You can object to use based on our legitimate interests. Contact us to exercise these rights. You can also complain to the Information Commissioner’s Office.

Allergen information

Please read the full allergen information before ordering.