EMMA BRIDGEWATER FAQs
CORONAVIRUS INFORMATION FOR OUR CUSTOMERS
OUR FACTORY IN STOKE ON TRENT
The Shops at our Factory site in Stoke-on-Trent are currently closed. The café and decorating studio remain closed. Keep checking our Factory What’s On page here for more info and keep an eye on our Factory Facebook page. In order to safeguard our Factory staff and production we have stopped all Factory Tours and Experience Days. This will also be reviewed based on advice given by Public Health England.
Our factory is currently closed to customers tours to ensure the safety of our staff.
Our Bicester shop is currently closed. Once we are able to reopen we have implemented the following social distancing and hygiene procedures to make sure you can shop in comfort and safety. Our team will safely welcome you on arrival. We’re limiting the number of people in each shop at a time with safe queuing. Please ensure you wear a mask while shopping. In our shops we’ve introduced protection measures such as screens, social distancing and enhanced cleaning to keep everyone safe. For the time being we are only accepting contactless payment only Unfortunately, the decorating studio and café remain closed for now and take away refreshments will not be available. We’re sorry but our toilets at our Stoke-on-Trent site will also remain closed.
Our shop opening hours may change, to check the opening times click here.
ONLINE ORDERS & DELIVERIES
Yes. We are following the advice of Public Health England and are still making deliveries for online orders.
In order to protect our staff and customers whilst keeping our factory and warehouse operating during this period, we have put some extra measures in place. extra and deeper cleaning in the Factory and Warehouse changing staff shift patterns to reduce contact and enable social distancing as much as possible. Our customer services team are now working remotely to reduce the number of staff entering our warehouse offices.
Both DPD and Fedex have updated the way they deliver signed-for parcels. With immediate effect, they will no longer ask customers to sign their handheld units and instead their drivers will sign it on their behalf. They will record the consignees name and a 'Delivered on Authority' message in the signature section of the unit. With this new process you will still get your full track and trace functionality, giving you complete visibility of all your parcels. This now forms DPDs proof of delivery process for all deliveries until further notice.
We are now able to offer next day delivery again. Deliveries are currently arriving winthin 3 - 5 days. For our full delivery information please click here.
Our returns policy is 30 days, if you are unable to make the reurn within this window please contact our customer services team to ensure you can still get a full-refund or exchange. Please do still contact our customer services team on email@example.com if your item has arrived damaged or faulty, our Customer Services team are now working from home, but are able to answer and help with all issues and queries. For our full returns policy please click here. EMMA BRIDGEWATER FAQs
HOW TO ACTIVATE YOUR ACCOUNT
If you are unable to activate your account from the link sent on the account activation email. Or you didn’t receive one, please try to activate your account by following the below steps. 1. Click on this link to set up you account again. 2. Ensure that you fill in the form using the same email address you had set up on our previous site. 3. Once the new account has been created and activated, it will link to your old account. 4. This will include your past delivery addresses, marketing preferences and whether you are a member of the Collector’s club. 5. If you get the message 'Email has already been taken' instead of setting up your account again, click here and follow the 'forgotten your password' link. If you are still having any issues logging in or accessing your account please contact our Customer Services team on 01782 210565.
DELIVERY & RETURNS
We aim to deliver all orders to mainland UK within 5 - 7 days. Orders for overseas delivery may take longer. Please see our Delivery Information for full details of all delivery timescales. On despatch of your order you will receive an email containing a link that allows you to track its progress.
Faulty or Damaged Items If any of the items in your order are faulty or damaged, then please contact us within 30 days of your order being delivered and we will send you a label that will allow you to return them to us free of charge for a replacement or refund.Unwanted Items We do not currently offer free of charge returns for unwanted items, but can supply a return postage label for £6 which can be ordered by clicking here. Please contact us if you would like to return an item. For hygiene reasons, we are unable to accept returns for some items unless they are faulty. Please visit our Returns section for a full details of which items this applies to. Returns Address: Customer Services Emma Bridgewater 50 Whittle Road Meir Point Stoke-on-Trent ST3 7TU
UK Standard Delivery We aim to deliver standard orders to mainland UK within 5 - 7 days.UK Express Delivery Express orders placed by midday Monday to Thursday will be delivered the next day. Express orders placed after midday on Thursday will be delivered the following working day (Monday for orders placed on Thursday afternoon/Friday morning, Tuesday for orders placed on Friday afternoon, Saturday or Sunday). Express delivery is not always available during Sale. International Orders We aim to deliver all international orders within 8 days. Please see our Delivery Information for full details of all delivery timescales.
UK Delivery UK Standard delivery costs £5 and is free of charge for orders over £40 (discount automatically applied at the online checkout). UK Express delivery costs £7.95. UK Express delivery is not always available during our Sale. International Delivery Delivery charges for international orders vary by order value and location. Please see our Delivery Information for full details.
We do not currently offer customers the ability to specify a delivery time slot but do offer next day delivery for UK mainland orders. Please see our Delivery Information for full details.
Most orders require a signature upon delivery. If you're not in, your order will be left with a neighbour or held at your local post or delivery office. A card will be left to let you know that an attempt to deliver has been made.
Currently we do not offer a deliver to our shops option.
We don't offer the ability to select multiple delivery addresses in one order. A separate order will need to be placed for each delivery address.
If you are not happy with your order, then please contact us within 30 days of the your order being delivered.
If you are not happy with your order, then please contact us.
With the exception of pre-ordered products, we will despatch all items in your order at the same time. This may result in a delay to the delivery of your overall order due to a delay with specific items.
ORDER HISTORY & AMENDMENTS
Order Cancellation - Personalised Items All personalised orders are considered final at the point of order placement. As such, please ensure that you take extra care when entering any names or messages into our website as we are unable to offer refunds or replacements for personalised items. Order Cancellation - Non-Personalised Items We are unable to cancel orders containing non-personalised items once the order has been confirmed. Change of Delivery Address We are unable to change the delivery address for an order once the order has been confirmed. As such, please ensure that you take extra care when entering names and addresses. Adding/Removing Items from an Order Unfortunately we are unable to add items to or remove items from an order once it has been placed.
Log in to My Account to view your order history.
SHOPPING AT EMMA BRIDGEWATER FOLLOWING BREXIT
Are you raising your prices to the EU? No, our EU prices and shipping prices will remain the same for now. Will my parcel incur extra charges? Emma Bridgewater will be shipping to the below European countries on a DDP (Delivery Duty Paid) basis, so we will cover all the duty charges. Europe: Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Romania, Slovakia, Spain, Sweden, Switzerland. However the following counties will be shipped DDU (Delivery Duty Unpaid) so the customer will be liable for the duty charges. At present we are unable to display how much this charge will be. Europe: Andorra, Bulgaria, Gibraltar, Greece, Portugal and Slovenia. Where are your products made? All our pottery is handmade in the UK and the majority of our other home accessories are either made in the UK or EU so are not subject to duties. However, we do have a few products within our range which are manufactured in China, India, Nepal and Thailand. Will delivery take longer than usual? We expect all parcels to the EU to arrive within 5-7 days, we are hoping to improve this over time. Which carrier will deliver my parcel? Your parcel will be delivered via Fedex. For tracking info please click here.
REFER A FRIEND
We certainly do! If you like us enough to recommend us we’ll happily offer your friends an introductory discount and also give you a thank you. Please click here for details of our current offer. Our refer a friend scheme enables you to share with your friends using your name. Simply tell your friends to come to Emma Bridgewater and enter your name and they’ll be given their discount code. All they need to do is to click on the link asking if they've "Been referred by a friend?" during checkout or on our homepage and enter your name.
You can do this either on our homepage or as you place your order by clicking on the "Been referred by a friend?" link that's just above the promotion code box that appears in the online checkout. Alternatively you can click here and enter your friend’s name. Once you've let us know who referred you, you will be given a discount code to enter the promotion code box as check out.
We will send you an email as soon as any rewards are due. The email will come from "Mention Me", the company who manage our refer a friend scheme for us. You can also see the status of any friends you have referred to us by clicking on the link to your sharing dashboard that's at the bottom of the email you received when you signed up for our refer a friend scheme.
We are currently unable to accept payment via cheque. By Telephone Please contact us and place your order with a member of our Customer Service Team.
The VAT rate for the UK is 20%. VAT is not charged for goods delivered outside the European Union, but the price shown is what you will be charged upon checkout. Please contact us prior to placing your order if you live in a VAT-exempt territory and are shopping on our website in £ Sterling, as we may be able to apply a VAT equivalent discount to your online account. Also get in touch if you have placed an order in the last 7 days, as although we cannot retrospectively apply this discount, we can add a credit to your account to use against future orders. We will also ensure the discount is automatically applied to any subsequent orders you place with us.
Please click here if you wish to purchase an Online Gift Voucher. Online Gift Vouchers can only be redeemed online at emmabridgewater.co.uk, or via our telephone ordering service. Currently, Online Gift Vouchers can only be purchased and redeemed in £ Sterling. Please see our full Terms & Conditions for more information.
All pottery is inspected before it leaves our factory. As all of our pieces are handmade, some items may contain small faults. We classify these items as “seconds”. When an item is classified as a second the fault may be in the finish, the decoration or the shape. The faults are not structural, so each piece still functions as intended and is usable. The fault will be marked with a black or red pen, but don’t worry this will easily wash off. Please visit our Outlet section for our current range of seconds and discontinued items.
Most of our Seconds and Discontinued items can be purchased online via the Outlet section of our website. We also have a Factory Outlet shop at our factory in Stoke-on-Trent. Please visit our Store Locator for more information.
Due to the fact our ware is made by hand including the decoration, variations will occur and we call that its charm. We guarantee all our products for 2 years from the date of purchase, whether a self-purchase or a received as a gift. The guarantee does not cover normal wear and tear, commercial use, or misuse of the product. If for any reason your product develops a fault during this 2 year period, then just contact us and we will replace it free of charge. You may be required to provide a photo of the faulty items, a proof of purchase or return the item to us (at our expense). If your original item is no longer available, then a like for like replacement will be offered. Please contact the original place of purchase for any items that you did not buy directly from us.
Crazing is when very fine cracks or lines appear in the glaze on pottery
Please contact our Customer Services team directly and give them the details. If the product is less than 5 years old, they will aim to replace the product for you free of charge with a similar product, or one of equivalent value if the original product is no longer in production. In some instances, depending on the product and its age, they may also ask you to return your product (free of charge). This is so we can investigate the crazing to help us improve our manufacturing process in future. To claim under the guarantee please e-mail firstname.lastname@example.org with the following details if possible: Place and date of purchase. A Receipt, the email address the order was placed with, or some form of proof of purchase if available. Description of the fault and photos. Don’t worry if you cannot locate your order number. If you can provide the email address for the order the item was placed with the customer service team will have a record of your order history. If the Item was a gift, and if you can provide the email address the item was purchased with, then we can help.
Although we don’t always know the answer to this question, we have been investing in several areas of our factory recently to improve the consistent quality of all our pottery. Our Customer Services team may ask you to send photos or return your product so our quality team can carry out further investigation. Sometimes crazing occurs in products that have not been fired correctly. Whilst this rarely happens, we continuously carry out internal maintenance and regular inspections of our kilns along with the testing of our clay to ensure we are improving how we make our pottery.
We recommend you contact our Customer Services team if your product is crazed and they will give you specific advice. We would love you to be using perfect Emma Bridgewater product so please do contact us and if the product is less than 5 years old we will aim to replace it for you.
We constantly aim to improve the quality of our product, but unfortunately can’t always guarantee that our product won’t craze over time. We have made a number of specific improvements in the factory over recent months and have more plans for the year ahead. Much of this investment aims to improve the quality of our product and to reduce the possibility of product crazing.
Unfortunately we no longer offer lids individually any more. This is because all of our pottery is made by hand, and the base and lid are made specifically to fit one another. Due to this we no longer make or retail bases and lids separately.
We frequently introduce new designs, but this does means that we sometimes have to say goodbye to old favourites. We are unable to reproduce discontinued pieces, but do sometimes have some items available at our Factory Outlet. Please visit our Store Locator to find their contact details.
All of our pottery is dishwasher safe (this excludes the pottery which is decoracted with silver or gold). When using a dishwasher, we suggest you use a lower temperature setting and liquid detergent to maintain the pristine appearance of the product.
Whenever we make any changes to our manufacturing processes, we test our pottery to make sure it’s microwave safe. To qualify as microwave safe, products must: Not leach harmful or toxic chemicals or substances into food Not break, crack, shatter, or become damaged in some way when heated in the microwave oven Be cool enough to handle after 2 minutes in the microwave Pottery may still get hot after longer in the microwave and we advise you to take care when removing an item with hot food or liquid from the microwave. Don’t allow children to use our products in the microwave unsupervised.
Emma Bridgewater is a brand with distinctive style and personality across home and lifestyle products. Using our distinctive patterns together with practical design we produce lots of products, so it’s not only our pottery that is beautiful, useful and instantly recognised as Emma Bridgewater. Our non-pottery products (excluding textiles and glass) are produced with the very best manufacturers, through licensing agreements. This means that our fabrics, wallpaper, bedding, stationery, and napkins are not manufactured in our own factory but are produced in factories we work with. These products are widely available to buy in the market. There has been a recent trend for hand-crafted, home-made products and we have been increasingly asked if such products can be made with our gift-wrap, napkins, fabrics, tea towels and more. We are hugely flattered that people want to make things using Emma Bridgewater products and whilst we cannot endorse any product, we are happy to allow it to happen. Any customer is entitled to buy one of our many Emma Bridgewater products and use it to make a product to sell. Any product made from Emma Bridgewater product can be marketed as an Emma Bridgewater product, but cannot feature, or be associated with, the Emma Bridgewater logo. If you have any questions please contact Marketing@emmabridgewater.co.uk
As a member of our Collectors Club you have access to a host of Member only benefits. These include: invitations to exclusive events; the ability to purchase limited edition Collectors Only pieces and early entry to our Sale. You will also be able to access our online Members Page which contains exclusive information regarding new patterns and product launches. You will automatically become a Club Member if you spend over £100 in a single transaction. Alternatively, lifetime membership costs £10 and can be purchased by clicking here.
PLACING AN ORDER
We recommend using the latest version Google Chrome, Mozilla Firefox or Microsoft Internet Explorer when using our website, as some functionality may not work with older browsers. You can download one of these browsers for free by clicking on one of the links below: Google Chrome download Mozilla Firefox download Microsoft Internet Explorer download
Visit the Personalised Section of our website to see our full range of personalised items and to place an order online. All personalised orders are considered final at the point of order placement, please ensure that you take extra care when entering any names or messages into our website as we are unable to offer refunds or replacements. All of our personalised pottery is decorated by hand, so you may see a slight variation between personalised pieces depending on the lettering and pattern that you have chosen. Unfortunately, we are unable to consider requests for specific decorators and/or layouts.
Please click here and follow the instructions on screen to rest your password via email.
KEEPING IN TOUCH
If you are already registered with us, you can choose how we communicate with you via the My Account section of our website. If you are a new customer, you can sign up for our email newsletters at the bottom of this page.
Simply visit My Account to keep your details up to date.
We take keeping your personal data safe very seriously and will not pass on any of your details without your consent. If you do wish for your information to be passed to carefully selected friends and partners of Emma Bridgewater, then simply tick the appropriate box when you register. You can check your communication preferences at any time in My Account.
If you are interested in stocking Emma Bridgewater in your shop, then please visit our Trade Website or contact our Wholesale Team on email@example.com.
SHOPPING WITH US
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We hope that you're pleased with any 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. Please Click Here for our Customer Services Team's contact details. 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.