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Emma Bridgewater FAQs

What is the VAT rate?

Since Tuesday 4th January 2011 the VAT rate for the UK is 20%. Prices of products on our website include VAT at this rate.

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Can I send to multiple addresses?

Yes, individual items of your order can be sent to different addresses. There will be a separate delivery charge for each different address. We can also gift wrap individual items.

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Can I cancel or amend my order?

For obvious reasons we cannot cancel personalised orders after they have been placed. Please make sure you double and triple-check the spelling of names or messages and make sure that you’ve typed them into the website correctly when you place your order. We really sorry but we can’t be held responsible for Isobel not liking her Isabelle mug because it’s not her version.

It is possible to amend or cancel an order for standard stock if your order hasn’t already been packed. If you wish to amend or cancel an order, please contact Customer Services on 0844 243 9266 to discuss.

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How much is the delivery charge?

Delivery charges are calculated on the value of your order and where you wish the goods to be sent.

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How do I track my order?

UK orders are normally despatched by Parcelforce and overseas orders by UPS. If you contact us by email or phone we should be able to track the order for you.

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How long will it take for my order to arrive?

We aim for a delivery time of 5 working days for standard items, but delivery of your order may take longer during our Sale times in January and mid-year.

Please allow 10 working days for orders containing personalised items. Because lots of work goes into each personalised piece of pottery, there is the occasional instance when an item might take longer than 10 days; if this does happen we will do our very best to let you know in advance.

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Can I specify a delivery time?

Unfortunately it is not possible to specify a delivery time as yet.

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What should I do if my order arrives damaged or items are missing?

In the event of an item arriving broken or where there are items missing from your order please contact the Customer Services Team immediately either by email or by calling 0844 243 9266. It is sometimes necessary to ask customers to provide a photograph of the damages. This really helps us to claim from our delivery companies when they haven’t been careful enough with your lovely pottery. The easiest way is to submit a digital picture by email. Alternatively please post to: Customer Services Team, Emma Bridgewater, Lichfield Street, Stoke-on-Trent, ST1 3EJ.

Notification is required within 5 working days of receiving a damaged or incorrect order.

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What do I do if I'm unhappy with my order?

We would be extremely disappointed if any of our customers were unhappy with their order but if there is anything that you feel is not quite up to what you would expect from Emma Bridgewater please contact the Customer Services Team either by email or by calling 0844 243 9266.

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Can I make a cheque payment?

Yes you can pay by cheque. Just print this order form. Then fill in your details and the items you would like to buy and write a cheque payable to Emma Bridgewater - don't forget to include the delivery charge and any gift wrapping cost. Send your completed order and cheque to Customer Services Team, Emma Bridgewater, Lichfield Street, Stoke-on-Trent, ST1 3EJ.

Alternatively you can place a telephone order on 0844 243 9266 during working hours (9am to 5.30pm Monday to Friday) which will be processed when your cheque has cleared.

Please note that we only accept payment by cheques written from a sterling/UK bank account. So £’s (Pounds) only please.

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My item says it’ll be delayed – will I receive the other items from my order in the meantime?

Please be aware that we do not part ship orders – this means, if you order an item that is subject to delay, all items on that order will be delayed, and your order shall be dispatched when all items are ready.

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I've broken the lid on my teapot, how can I replace it?

You may order replacement teapot lids of current patterns online or by calling the Customer Services on 0844 243 9266. Lids for discontinued patterns may be available through our Factory Outlet or call 01782 201328 to check availability.

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Can I customise an item?

We offer a personalised service which enables you to create really special pieces of pottery for your friends and family. Our personalised pottery service is also perfect for companies looking for an original, high-quality, British-made gifts for their clients, or to stop arguments in the office about whose mug is whose! Choose from our range of personalised patterns and shapes. Add a name or message to one of these classic Emma Bridgewater pieces and create a present that will be treasured.

Or why not come to our fabulous Decorating Studio and create your own Emma Bridgewater piece?

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What is the difference between a first and a second?

All pottery is manually inspected and only pieces which pass the highest standards are classified as first quality. When an item is classified as a second, the fault may be in the finish, the decoration or the shape. The fault is not structural, i.e. each piece still functions as intended and is usable. You can often get great bargains in Seconds to top up your collection.

We are sorry, but seconds cannot be refunded or exchanged; the only exception is if a piece is found to be structurally faulty.

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Where can I purchase seconds and / or discontinued items?

We now sell a selection of Seconds and Discontinued items online. We also have a Factory Outlet at our factory in Stoke-on-Trent; there is always lots going on so it is great fun to visit our factory in person, or call 01782 201328 to place mail orders or to check stock availability.

We hold twice yearly sales at all Emma Bridgewater shops in January and July. Register your details with us and we'll keep in touch, letting you know about the sales. All customers on the mailing list are sent details of the sales.

Please note, however, that first quality products in current patterns are rarely discounted. Second quality and discontinued pieces cannot be refunded or exchanged unless found to be structurally faulty.

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What is the Emma Bridgewater Club and why might I want to join?

The EB Club offers keen collectors the opportunity to participate in club events and promotions, to buy exclusive product and to attend previews of the sales. There is also a page on our website that is only accessible to club members.

Membership of the EB Club is £10 or free to customers spending over £100 on Emma Bridgewater products in any Emma Bridgewater shop, by mail order and online (except during sale periods). Gift membership for friends and family can be arranged by calling 0844 243 9266.

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Can my items be gift wrapped?

Yes, we can gift wrap your item for you. Please select ‘Add Gift Wrapping’ at the checkout stage, you will then be able to select which items you’d like gift wrapped and also add a personal message. Our gift wrapping includes an Emma Bridgewater Polka Dot pattern gift box, with a beautifully tied orange bow printed with the Emma Bridgewater logo.

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How do I get regular updates about new products?

Register your details with us and we'll keep in touch with you. You can choose to receive news by email or by post.

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Do you offer a Wedding List service?

We offer a Gift List Service within our stores. Please contact a shop to discuss your requirements.

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Can I collect my order from an Emma Bridgewater shop?

You may have your order delivered to one of our shops. When you are checking out your online order select Edit Delivery Details and pick the Deliver To Store option to select your closest Emma Bridgewater shop.

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Can I purchase gift vouchers?

You can buy an online gift voucher, which is emailed immediately to your chosen recipient – letting them choose their own favourites from our website and especially useful when time is tight!

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Can I replace a much loved piece that has broken?

We frequently introduce new designs, but sadly that means that we sometimes have to say good-bye to old favourites. If your broken item is from a discontinued design then your best chance is to contact the Factory Outlet or call them on 01782 201328. Sorry, but we are unable to re-produce discontinued pieces.

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How can I see what I have purchased in the past?

Log in to My Account to view your order history.

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I've forgotten my password

Go to Log In / Register and click on the "I've forgotten password" link. This will request a password reminder to the email address you have registered with us. If you have any further problems call Customer Services on 0844 243 9266.

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How can I update my details?

You can manage your account and update your details by logging in to My Account. If you experience any difficulties using this facility email us or call Customer Services on 0844 243 9266.

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How should I care for my Emma Bridgewater pieces?

Our pottery and glass is dishwasher and microwave oven safe. We suggest you use a lower temperature setting and dishwasher liquid to maintain the pristine appearance of the product.

If you click on the tab marked Specification on the website page detailing the product, you will see more detailed care instructions specific to that product.

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What happens if I join the mailing list, will my details be given to Other Organisations?

When you join our mailing list you can request for your details to remain private and not passed to any third parties. Check your personal settings in My Account.

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How secure are my details?

Emma Bridgewater values its customers and respects their privacy. Any information we collect about you is held with the utmost care and security.

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Can I sell Emma Bridgewater products in my shop?

If you are interested in stocking Emma Bridgewater, please visit www.emmabridgewatertrade.co.uk and register to receive further information on how to order

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Rachel’s Bowl Promotion

If you have any questions regarding your Rachel’s bowl, kindly contact the Customer Service team at Rachel’s on 01296 717950.

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Daily Mail Promotion

If you have any questions regarding the Daily Mail promotion, kindly contact the Customer Service team from Daily Mail on 0845 650 2121.

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Multibuy Promotions

For all multibuy promotions, buy the specified amount and get the lowest priced for free. Multibuy promotions cannot be used in conjunction with any other promotion to get a further discount. There is no cash alternative to the promotion. This offer can not be redeemed against any items that have already been purchased and Emma Bridgewater Ltd reserves the right to change these terms and conditions at any time.

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