Please expect a 3-8 day dispatch time due to COVID-19


Frequently Asked Questions for Emma Ball Ltd

Please see below some of our frequently asked questions we often get asked here at Emma Ball.


Q: When will my order arrive?

A: We tend to get all web orders dispatched the same or next working day. However, during busy periods, this lead time may increase. 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: Why can I not pay via Debit or Credit card on your website?

A: At present, we just do not have this facility with our card provider. You can pay with your card via PayPal, where your card details are charged by them, who then give the money to us. This is a very safe way to Pay. If you still don't like PayPal, you can always call us after placing the order and selecting "pay over the phone". This will ensure we receive the order ok, and we can charge the exact amount you have been invoiced for.

Q: Where is my Nearest stockist?

A: You can either phone us on 0115 9858081, e-mail us at, or use the Nearest stockist link. Due to GDPR reasons, we cannot disclose online other companies information without permission. However we have lots of lovely stockists all over the UK, and also around the world, so we can try and point you in the right direction as much as possible. Please remember that each stockist may not stock what you're looking for, so it may be worth calling them first.

Q: I want to return a product which isn't damaged, how?

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 - 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.

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 as it automatically calculates the shipping meaning people were being drastically overcharged. If you e-mail 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 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 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!