Complaints Process

We hope that you're pleased with every purchase you've made from Emma Bridgewater, and that you'll never have reason to complain - but if there's something you're not happy with, we'd like to help.

How to contact our Customer Services Team

Our Customer Services team is open 6 days a week and are always happy to help.
We are currently receiving a high volume of enquiries into our Customer Services department so responding to emails may be take us a little longer than usual.
For anything urgent, please call us 01782 407733 and we will answer your call as quickly as we possibly can.

Customer Services Opening Hours
Monday - Friday - 9.00am to 6.00pm
Saturday - 9:00am to 3:00pm
Sunday - CLOSED

By telephone
01782 407733

By email
customerservices@emmabridgewater.co.uk

By post
Emma Bridgewater
Berry Hill Trading Estate
Berry Hill Road
Stoke-on-Trent
ST4 2NL

Info Our Customer Services Team Need

When contacting our customer services team for a quicker resolution there are a couple of things to remember to have ready.

Please include your order number, email address and attach any images to an email of damaged or faulty product.
If you have previously spoken to our Customer Services team, please also include your case number so the correct Customer Services Assistant can pick up your concerns.

Escalating the complaint

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please write to our Head of Customer Service at:

Head of Customer Services
Emma Bridgewater
Berry Hill Trading Estate
Berry Hill Road
Stoke-on-Trent
ST4 2NL

Alternative Dispute Resolution
If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can access the Online Dispute Resolution platform by clicking here.