POSTAGE FREE ON ORDERS OF £30 & OVER . PLEASE EXPECT DISPATCH DELAYS OF ORDERS BETWEEN 3-5 WORKING DAYS DUE TO COVID RESTRICTIONS IN OUR WAREHOUSE

PRODUCTS

Frequently Asked Questions

Q: When will my order arrive?

A: We try our best to get orders out within 48 hours, however at present due to covid restrictions at work- it may take a little longer. We sent all parcels below 2kg via Royal Mail 48, meaning usually they will arrive 48 hours after your dispatch e-mail. If you have a larger order, or your order may be heavy, we usually send through a next day courier service which will require a signature. We let you know which method your order has left us by via our website dispatch system.

Q: Where is my Nearest stockist?

A: Please email us sales@emmaball.co.uk using ‘nearest stockist’ in the subject line. It’s VERY important that you give us your postcode, otherwise we find it hard to reply with a list for you ;0)

Q: My product arrived damaged, what do I do?

A: Usually, our products arrive in perfect condition, but as you know from time to time things do break. If you could send a picture within 14 days of your order, to show the damaged product, we will send a replacement free of charge, or offer you a full refund.

Q: I need the goods urgently, is there any way I can pay extra for quicker delivery?

A: Depending on what day and time it is, usually there is a more expensive quicker way to ship the goods. UK Postage is currently £3.95, if you would like express shipping, this will be an extra £3.45 for mainland UK (express shipping is £7.50 for mainland UK)

If you call before 1 pm Monday-Friday, we can get your goods delivered next day to mainland UK paying this extra cost.

If you call after 1 pm Monday-Friday, this will be dispatched the next working day for delivery the day after. For example, if you phone at 2 pm on Monday, it would leave us Tuesday for Delivery Wednesday.

If you place the order between Friday after 4 pm and Monday before 9 am, e-mail us to let us know you want a quicker service or leave us a telephone message and we’ll call you back Monday after 9 am

Q: I live outside the UK, the website won't let me order?

A: Currently, we don’t offer online shipping for outside the UK (We are working on this). If you e-mail sales@emmaball.co.uk with a list of codes and descriptions for the products, we will then price compare for you based on weight and size, and offer you a quote. You can then decide if you want to proceed or cancel. We only charge you what we are charged for this method.

Q: Can I cancel my order?

A: If you let us know by telephone 0115 9858081 or sales@emmaball.co.uk as soon as possible, we will do our best to make this possible. If it has already left the building, you can return it to us, but you will not be refunded for any shipping costs.

Q: I want to stock Emma Ball, how do I do this?

A: Click the link “potential Stockist/Retailer” and enter your details, we will aim to get back to you as soon as possible. Alternatively, you can call us on 0115 9858081 or e-mail sales@emmaball.co.uk with your company details we can look into this for you. We do like to check if there is already a stockist in the area before saying yes, so please be patient with us 🙂

Q: Can I come and visit, or collect from the office?

A: You’re more than welcome to come and collect the goods and not pay the postage. Please make sure you call us to let us know first, as we’re still a family run business. We also have an open day once a year with lots of deals on! Emma’s mum makes a lovely cake too!

Q: Can I return my goods?

A: As stated in our terms and conditions, we do not currently offer free returns. However, if you’re looking to swap the product with something else, we will be happy to resend the parcel free of charge.

If you simply just want a refund, please call us on 0115 9858081 or e-mail us with your order reference and which product you will be returning to sales@emmaball.co.uk

– please ensure the products arrive in their original packaging and arrive in perfect condition. We suggest getting a receipt for proof of postage. Once we have received the parcel back and if it complies with these rules, we will then refund you through the method paid.

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