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FAQs

 

CORONAVIRUS INFORMATION FOR OUR CUSTOMERS

OUR FACTORY IN STOKE ON TRENT

Can I still visit the Stoke Factory and Shops?

The Factory site at Stoke-on-Trent is now closed.

  • The gift shop and seconds shop are now closed, when we reopen we may still have reduced the opening hours, the new opening times will be found hereOur online shop is still operating as normal.
  • The café and decorating studio will be closed from Saturday 21st March, we will let customers know as soon as anything changes and when we are likely to be open again. 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.

What changes has Emma Bridgewater made at the Factory site?

  • Our factory is now closed to both customers and staff
  • We are completing all our current personalised orders and will be stop accepting personalised orders on our website from the evning of Sunday 29th March.

LONDON & BICESTER SHOPS

Are the shops still open?

We are following advice given by Public Health England and the safety of our staff and customers are our priority so unfortunately our London and Bicester shops are now closed.

As the situation is developing rapidly we suggest you keep visiting the shop page of our website here to check when they are likely to reopen, and you can always call our shops in advance of visiting. Our online shop is still operating as normal.

Will the opening hours remain the same?

When we reopen we may still have reduced opening hours, the new reduced opening times will be found here.

ONLINE ORDERS & DELIVERIES

Can I still place an order online for delivery?

Yes. We are following the advice of Public Health England and are still making deliveries for online orders.

What changes have Emma Bridgewater made in their Warehouse and Factory?

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 in the warehouse.
  • Our customer services team are now working remotely to reduce the number of staff entering our warehouse offices.

Should I be concerned about taking delivery of a parcel and what measures have DPD or Fedex put in place?

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.

Are deliveries still running on time?

Deliveries are currently on time, however we do expect this might change. Please bear with us, we will ensure all parcel are sent out as soon as possible.

For our full delivery information please click here.

    RETURNS

    I am self-isolating – how do I return an order?

    We have extended our returns policy from 30 days to 365 days to ensure you can still get a full-refund or exchange.

    Please do still contact our customer services team on customerservices@emmabridgewater.co.uk 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

    Where is my order?

    We aim to deliver all orders to mainland UK within 2 weeks. 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.

    How can I return my order?

    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
    Berry Hill Trading Estate
    Berry Hill Road
    Stoke-on-Trent
    ST4 2NL

    How long will it take for my order to arrive?

    UK Standard Delivery
    We aim to deliver standard orders to mainland UK within 1 week, and personalised orders within 2 weeks.

    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 2 weeks.

    Please see our Delivery Information for full details of all delivery timescales.

     

    How much is delivery?

    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.

    Can I specify a delivery time slot?

    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.

    What happens if I’m not in when you attempt delivery?

    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.

    Can I collect my order from an Emma Bridgewater shop?

    Currently we do not offer a deliver to our shops option.

    Can I send my order to multiple addresses?

    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.

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

    If you are not happy with your order, then please contact us within 30 days of the your order being delivered.

    What should I do if I’m unhappy with my order?

    If you are not happy with your order, then please contact us.

    If some items in my order are delayed – will I receive my other items in the meantime?

    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

    Can I cancel or amend my order?

    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.

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

    Log in to My Account to view your order history.

     

    REFER A FRIEND

    Do you have a refer a friend scheme?

    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.

    I’ve been referred to you by a friend and they said I just need to enter their name to get a discount. Where can I do this?

    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.

    I’ve referred someone. How will I know when they’ve bought something and whether I’ve received my reward?

    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.

    PAYMENT

    Can I pay by cheque?

    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.

    What is the VAT rate?

    The VAT rate for the UK is 20%. All prices for goods delivered within the European Union include VAT where applicable. 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.

    PRODUCT QUERIES

    Can I purchase Gift Vouchers online?

    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 and only be purchased and redeemed in £ Sterling.

    Please see our full Terms & Conditions for more information.

    What is the difference between a first and a second?

    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.

    Where can I purchase seconds and/or 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.

    What is crazing?

    Crazing is when very fine cracks or lines appear in the glaze on pottery 

    I’ve noticed some crazing on my Emma Bridgewater product, what should I do?

    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. 
    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. 

    Why has my product crazed?

    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. 

    Is it safe to continue using my crazed 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. 

    Why can’t you guarantee Emma Bridgewater product won’t craze?

    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.

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

    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.

    Can I replace a piece that has been broken?

    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.

    How should I care for my Emma Bridgewater?

    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.

    What does microwave safe mean?

    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.

    COLLECTORS CLUB

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

    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

    Which browser works best with your website?

    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: 

    How secure are my details?

    We are committed to protecting any personal information you provide. Our website is certified as PCI DSS Compliant which ensures unbeatable security & protection of sensitive customer information including credit card details.

    For more information on how we use your data, please see our Privacy Policy.

    How do I customise/personalise an item?

    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.

    How do I reset my password?

    Please click here and follow the instructions on screen to rest your password via email.

    KEEPING IN TOUCH

    How can I ensure I’m receiving the latest information from Emma Bridgewater?

    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.

    How can I update my details?

    Simply visit My Account to keep your details up to date.

    Will you pass my personal details on to other organisations?

    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.

    WHOLESALE ENQUIRIES

    Can I sell Emma Bridgewater products in my shop?

    If you are interested in stocking Emma Bridgewater in your shop, then please visit our Trade Website or contact our Wholesale Customer Services Team.

    SHOPPING WITH US

    Cookies

    Cookies are small data files that are placed on your computer or mobile device when you use our website. This is standard practice for all websites. By using our website, you consent to our use of cookies. If you do not consent to their use, please disable them or stop using our site. Please Click Here for more information.

    Privacy Policy

    For more information about our security policy please Click Here.

    Terms & Conditions

    Please Click Here to see a full list of our Terms & Conditions..

    Complaints Process

    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.

     

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