Delivery & Returns

Delivery charges

The order amount referred to above comprises the total cost of goods as stated on this website, after any applicable promotions. The cost of gift wrap is not included, nor is any VAT refund which may be applied to export orders outside the EU.

We are happy to include deliveries to different addresses within a single order. Please note that each delivery address will incur a separate delivery charge, in accordance with the standard delivery charges stated.

All deliveries are made with a courier and require a signature. It may be more convenient to you to provide a work address to ensure your delivery reaches you as soon as possible! The courier delivers Monday to Friday 9am - 5pm only. If you are not in when a delivery is made the courier will leave a card detailing how delivery can be re-arranged. We are unable to specify a time of delivery. As a signature is needed to confirm delivery, we are unable to deliver to P. O. Boxes.

We aim to deliver standard orders to the mainland UK within 5 working days and orders containing personalised goods within 10 working days. Please be advised that Bank Holidays are not classed as working days and orders dispatched at this time will be delivered the following working day. Please allow up to 7 working days during peak times and sale periods.

Delivery is made by courier and a signature is required. Should a delivery be attempted whilst you are out a card will be left. The courier will ask you to arrange a suitable time for re-delivery or advise where the parcel may be collected from (usually your local Post Office).

Deliveries are made Monday – Friday 9.00am – 5.00pm

Food items cannot be delivered overseas due to customs restrictions

Import Duty

We deduct the VAT from all eligible products sent outside the EU including the Channel Islands. The price of gift vouchers and books does not include VAT and there is therefore no tax deduction on these items.

Customers in the Channel Islands must specify their country as appropriate, not as United Kingdom in order for the tax reduction to apply.

Depending on the size and value of the order customers outside the EU may be charged locally for import duties and taxes. Usually customers are asked to pay these charges on delivery of their order. Emma Bridgewater cannot be held responsible for these charges.

If you wish to find out more information please contact your local Customs and Excise office.

Cancellation

If you wish to cancel your order before it has arrived with you, please contact our Customer Services Team on 0844 243 9266.

We are unable to cancel personalised orders due to the specific nature of each piece.

Returns & Refunds

- If you are not completely satisfied with your order please return the product, and notify Customer Service within 14 days of receipt for a refund or replacement.

- Please be advised that bedding is not returnable unless the product is faulty; in this instance please contact Customer Services.

- Bath Wear (towels, wash mitts and bath robes) should be returned unused, well packaged and in their original state.

Please return to the address below, and follow the advised instructions

Returns Address:
Returns Department
Emma Bridgewater
Lichfield Street
Hanley
Stoke-on-Trent
ST1 3EJ

Customer Service – 0844 243 9266

When returning a parcel, please ensure:

• The item(s) is packed well to ensure it arrives in its original state, and use the original packaging where possible.
• Bath Wear (towels, wash mitts and bath robes) should be returned in their original packaging and arrive to the Returns Department in a fully saleable condition.
• A letter or dispatch note is enclosed detailing the order number, your address, contact details and reason for return. (This helps to process the return quickly.)

We will aim to process your refund or replacement as quickly as possible, usually within 5 working days.

If you have any questions regarding your returned item please contact Customer Service.