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.

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.

We will sometimes list items as Pre-Order to help us understand demand and provide the best experience for our customers. When you place a Pre-Order, payment will be taken immediately and your item will be delivered to you as soon as it is available. If you order other in-stock items at the same time, they will be delivered to you straight away.

We will show an expected Availability Date for the item on the website and also on your order confirmation email. This may change and we will update the website if so.

We may also show a Pre-Order Closing Date. You will not be able to place any orders after this date so order quickly!

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.

Online Gift Vouchers will expire 1 year after purchase.

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 customerservices@emmabridgewater.co.uk 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 decorated 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.

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.

We recommend you don’t put Emma Bridgewater pottery in the microwave. Our pottery is not oven safe unless marked as cookware. 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

We aim to deliver all orders to mainland UK within 3-5 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 you can arrange a return via EVRi for £6. 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 3-5 working days. Personalised and Non-Scripted items will take up to 2 weeks.

UK Next Day Delivery

Next Day orders placed by 6pm Monday to Friday will be delivered the next day. Orders placed after 6pm on Friday will be delivered the following Tuesday. Next Day delivery is not always available during Sale.

International Orders

We aim to deliver all international orders within 14 days.

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

In the UK, we offer Standard, Next Day and Local Pickup (via stores and lockers). You will be presented with all available options at checkout once you have entered your address details.

Please note that both Next Day and Local Pickup delivery options are not available for Personalised and Oversized items.

All international orders will be shipped on a standard rate with FedEx.

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.

A signature may be required, if you are not in your order could be left in a safe location or with a neighbour. If these are not available your order will re-attempted for delivery the next working day. Please review your tracking detail for any updates.

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 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.

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.

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.

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.

If you are interested in stocking Emma Bridgewater in your shop, then please visit our Trade Website or contact our Wholesale Team on saleswholesale@emmabridgewater.co.uk.

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.

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.