Frequently Asked Questions
Here you'll find everything you need to know about our pizzas, orders, payments, and pickups—so your experience with Pazzi is as quick and easy as our robot in action.
What ingredients do you use on your pizzas? Do you use fresh ingredients?
At PAZZI, we take pride in the quality, consistency, and authenticity of our ingredients. Each ingredient is carefully selected to deliver a premium pizza experience at all our locations.
Our dough is based on a secret recipe developed by Thierry Graffagnino, a three-time World Pizza Champion. To maintain a consistent flavor worldwide, we use an exclusive flour blend that adapts to local regulations and allows us to source ingredients locally. This blend ensures that every PAZZI pizza meets our high standards for flavor and texture, no matter the country.
For the tomato base, we partner with CIRIO, a historic Italian brand known for producing tomatoes of exceptional quality. CIRIO has been growing tomatoes in Italy for over 160 years, and its products are a benchmark in professional kitchens across Europe. Thanks to this partnership, we offer a rich and authentic tomato sauce that defines our flavor profile.
As for the toppings, we use IQF (Individually Quick Frozen) ingredients. Unlike traditional frozen foods, IQF products are flash-frozen at their peak of ripeness, preserving flavor, nutrients, and texture. This method prevents clumping and ensures quality control, food safety, and consistency—all essential in a fully automated kitchen like ours. In addition, IQF toppings reduce food waste and extend shelf life without compromising flavor or quality.
We do not use “fresh” ingredients in the traditional sense because the IQF system offers superior reliability and performance in our robotic process, ensuring precision and consistency in every pizza.
What sizes and types of dough do you offer?
We currently offer only one size: 29 cm. Our dough is inspired by the Neapolitan tradition and made using a recipe carefully developed by our pizza chef to deliver exceptional flavor and texture.
What kinds of pizza crusts can I choose from?
You can choose a tomato-based sauce (in partnership with CIRIO). We regularly test new sauces and release special editions.
There's one ingredient on the pizza that I don't like. Can I take it off?
Flexibility is key! We've designed every PAZZI recipe to strike the perfect balance and deliver an optimal taste experience.
Can I create my own custom pizza?
Although it's not currently possible to create half-and-half pizzas, we're working on the best way to allow for greater pizza customization. Very soon, you'll be able to become a true pizzaiolo... stay tuned!
Where can I find detailed information about ingredients and allergens?
You can view the complete list of ingredients and allergens for each product in the footer of this website.
Do you have vegetarian or vegan pizzas?
Yes, we offer vegetarian pizzas. Vegan options are in the works and will be available soon.
Can ingredients be omitted due to allergies or dietary restrictions?
Your safety is our top priority. For this reason, we cannot guarantee that our meals are 100% allergen-free.
Can I order a pizza without cheese or sauce?
Our base sauces (tomato or white cream) are essential to every recipe and cannot be omitted. However, if you need to, you can remove a topping from your pizza.
Do you offer vegetarian or vegan pizzas?
Yes, we offer vegetarian pizzas. Vegan options are currently in development and will be available soon.
Do you have gluten-free pizzas?
Not at this time. We are actively working to offer a gluten-free option that meets our quality and safety standards.
Do your pizzas contain pork or ham? How can I avoid them?
Some of our recipes contain pork or ham. You'll also find options made with chicken, fish, or just cheese. All pork-containing recipes are clearly marked on the menu.
Are your pizzas Halal or Kosher certified?
Currently, our ingredients are not Halal or Kosher certified. However, we offer several recipes that do not contain pork or alcohol-based ingredients. See the ingredients and allergens guide for more information.
Are your ingredients organic or locally certified?
We prioritize sourcing locally whenever possible and work with high-quality, traceable ingredients. Although not all of our products are organic, they all meet our strict internal quality and safety standards.
Do you use preservatives or artificial additives?
We prioritize the use of natural ingredients. Our IQF process allows us to preserve the flavor and freshness of the ingredients without the need for artificial preservatives.
Can I check the nutritional information for your pizzas?
You can find the nutritional information for each product in the footer of this website.
Do the product photos accurately represent the actual product?
Yes. Our images accurately depict the actual product, just as it appears on the order screens and in the store. However, there may be slight variations depending on the availability or seasonality of certain ingredients.
Do pizzas always come sliced? Can I order an unsliced pizza?
All of our pizzas are automatically cut into six slices using our robotic system.
How often do you add new pizza recipes?
We regularly test and launch seasonal or limited-edition pizzas to keep the menu fresh and exciting. These new recipes are often inspired by our customers' feedback and market trends.
What can I order with my pizza?
Although we don't currently offer appetizers or salads, we do have our delicious Italian-style tiramisu—the perfect sweet ending to your PAZZI experience. We also have a wide selection of drinks to go with your order. And more new items are coming soon!
How do you ensure the safety of ingredients in an automated kitchen?
Our robotic kitchen follows strict hygiene protocols and is designed to minimize human contact. IQF ingredients allow us to control safety and freshness with great precision. In addition, we have quality control systems that monitor every stage of the process.
Are your pizzas kid-friendly?
Yes, our pizzas are great for the whole family. Some recipes are especially suited to younger palates, such as cheese-only pizzas or those with chicken.
Are any of your pizzas spicy? Can I order a milder version?
Some of our recipes may include slightly spicy ingredients, such as pepperoni. You can omit an ingredient to reduce the spiciness, although you can't customize it any further than that.
What payment methods do you accept, both online and in-store?
We accept all major credit and debit cards both at our order kiosks and in-store. Online, you can also pay with Apple Pay or Google Pay for a fast and secure payment experience.
Can I pay in cash when I pick up my order?
PAZZI is a completely cashless concept. All payments must be made digitally through our kiosks or our website.
How can I use a promo code on my order?
You can enter your promo code during checkout on pazzi.es or directly on the store's order screens (POS) before completing your payment.
How can I stay up to date on the latest PAZZI promotions?
Although we may occasionally offer in-store promotions, ordering through pazzi.es gives you access to exclusive online deals that will blow your mind.
On the website, you’ll also find exclusive menus based on the time of day (such as lunch menus, dinner menus, or weekend specials), available only for online orders with in-store pickup.
Can I request an invoice for my order?
We currently offer only printed tickets and digital receipts (e-tickets). If you need a simplified ticket, it will be available after you place your order via email or directly on your screen.
Can I combine promo codes and menu deals?
No. Our meal deal offers are exclusively for orders placed through the website and cannot be combined with promo codes.
If you have a promo code, you can use it on individual items when placing your order at pazzi.es (or at the in-store kiosks), but it will not apply to a promotional meal deal.
Do you offer refunds for order delays or delivery issues?
Our goal is to prepare each pizza in a matter of minutes, but if there is a delay or a problem with your order, please contact our support team.
Can I save my payment information to pay faster?
Apple Pay and Google Pay let you make payments quickly and securely without having to re-enter your card information.
Can I split the payment between two cards or between a card and a coupon?
It is currently not possible to split the payment. Each transaction must be made using a single card or a single promo code.
Can you leave a tip when you pay?
PAZZI operates with a fully automated kitchen, so tipping is neither necessary nor expected. However, you can support us by sharing your experience or leaving a review. (linked to https://share.google/BElFtyWnQpzxnq1Sx )
Can I view my previous orders or my payment history?
Yes, you can view your recent orders and digital receipts through your PAZZI account.
Are there any additional fees or charges at checkout?
All prices listed on our menu include applicable taxes. No hidden fees or additional charges will be added at checkout.
Do you offer discounts for groups or companies?
We are currently focused on individual orders, although in the future we may introduce packages or solutions for groups and businesses. If you have a proposal that you think might interest us, please feel free to contact us via this link: https://pazzi.es/contacto-soporte
Is there a minimum order amount for online orders?
No, there is no minimum order amount, either online or in-store.
How do I pick up my order?
Once your pizza is ready, simply scan your QR code at the pickup station. The machine will recognize your order and dispense it automatically. Then, to pick up additional items such as drinks or desserts, you'll need to scan your QR code again at the corresponding machines.
How do I pick up my drinks or desserts?
If drinks or desserts are dispensed from separate stations, you'll need to scan your QR code at each corresponding machine.
What happens if my QR code won't scan or my phone's screen isn't reading it correctly?
Try increasing your screen brightness and make sure the QR code is clearly visible. If the problem persists, use the station's help button or contact our support team: https://pazzi.es/contacto-soporte
What happens if a product doesn't dispense or gets stuck?
Please use the Help Desk located at the pickup station. Our in-store team or remote support service will resolve the issue as soon as possible. If necessary, you can also use this form to contact our support team. https://pazzi.es/contacto-soporte
Can I reschedule the pickup if there is a technical delay?
If a technical issue is confirmed, we will process a refund and invite you to place a new order at your convenience.
Can someone else pick up my order?
Yes, anyone can pick up your order as long as they have access to your QR code or pickup code.
Can I track the status of my order while it's being processed?
Yes, you can check the status of your order both on the in-store screens and through the order confirmation link on the website.
Can I pick up multiple orders at the same time?
Yes. If you've placed multiple orders, each one will have its own QR code. You'll just need to scan them one after another at the corresponding machines.
Can I add items to my order after it's been placed?
Once your order has been confirmed, you cannot change it. If you want to add additional items, you'll need to place a new order.
What happens if I pick up the wrong order?
Our system links each QR code to a specific order to avoid confusion. If you think you've received the wrong order, please contact our support team immediately through the Help Center. https://pazzi.es/contacto-soporte
Is there a limit on the number of items per order for a single pickup?
Yes, there is a maximum limit of 6 pizzas per order. For group orders, we recommend placing them in advance and, if possible, outside of peak hours.
Where can you find PAZZI in Madrid?
Our store in Madrid is very special to us, as it was the first PAZZI store to open anywhere in the world. You can find us at 📍Calle de Gaztambide 14, 28015 Madrid.
Is it easy to get to the store by public transportation?
Yes, our store at Calle de Gaztambide 14, 28015 Madrid is located in an area with excellent public transportation access.
- The nearest metro station is Islas Filipinas (Line 7), located about a 1-minute walk away.
- You’ll also find several bus stops nearby, served by lines such as 2, 21, 133, and 138.
- The Gaztambide neighborhood, in the Chamberí district, has excellent metro and bus connections that make it easy to get to the store.
Do you offer home delivery?
We do not currently offer delivery service. However, you can place orders online for in-store pickup, and we are working to add delivery service soon. Stay tuned!
Does PAZZI have a dining area on the premises?
PAZZI is a takeout-only establishment. We do not have a seating area, as the space is designed for quick and convenient pickup.
What are your hours?
We're open every day from 11:00 a.m. to 11:00 p.m.
Is there staff available in the store if I need help?
Most of the time, a staff member will be available in the store to assist you. If no staff is available at that moment, you can use the Help Desk, where you’ll find a QR code linked to our customer service.
How can I contact the team if I have a problem?
You can contact us through this link: https://pazzi.es/contacto-soporte
Is the store accessible to people with limited mobility?
Yes, we have barrier-free access that is adapted for people with mobility needs.
Are restrooms available for guests?
No, we currently do not have accessible restrooms for customers in the store.
Do you offer contactless pickup?
Yes. Our automated system ensures a completely contactless experience, from the moment you place your order until pickup.
Can I visit the store just to see how the robot works, without placing an order?
Of course! You can come see the pizza-making robot in action without having to place an order. In fact, it's part of the PAZZI experience.