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Coronavirus Updates | Kernowcraft

Page last updated: 3rd March 2021.

As a small independent business we truly appreciate your support during this difficult time, so heartfelt thanks to you all for your continued support and patience. We hope continuing to enjoy your craft brings you calm and a joyful distraction. Stay safe & well. 


INTERNATIONAL DELIVERY  

UPDATE: 21st December 2020 - We are temporarily pausing international deliveries (non UK).

Due to increased covid measures and serious delays in transit times along with changes in compliance with new Brexit regulations we have temporarily paused international (non UK) orders. We will resume international deliveries as soon as we can - we are working towards reinstating this as soon as we can. Apologies for the inconvenience and thank you for your patience during this time.


Frequently Asked Questions

Are you open and can I place an order?

Yes - all orders are being processed and dispatched from Kernowcraft as usual but please be aware of slight delays to normal dispatch and delivery times. Our counter service remains closed. Please be aware there may be delays to our normal dispatch time due to adjustments with our workflow to allow for social distancing. Royal Mail are also experiencing some delays due to exceptionally high volumes, exacerbated by the coronavirus-related measures. Please be aware of this when placing your order and if you need your order urgently select a priority delivery option.

Are you currently shipping overseas?

Due to increased covid measures and serious delays in transit times along with changes in compliance with new Brexit regulations we have temporarily paused international (non UK) orders. We will resume international deliveries as soon as we can - we are working towards reinstating this as soon as we can. Apologies for the inconvenience and thank you for your patience during this time.

Can I order over the phone?

We would appreciate it if you are able to place your order on the website as this helps our small team focus their efforts on dispatching orders, however you can still contact us by phone.

Can I add to my order?

We can only amend your order if we haven't started picking and processing it, so if you need to make a change please contact us as soon as possible as our team are working to dispatch orders as soon as possible. As we process orders in date order, making a change to your order will also unfortunately delay its dispatch, so you may prefer to place a separate order to ensure you receive it quickly.

I've placed two orders can you merge them and send them together?

Unfortunately we cannot do this, each order placed will be sent individually with the delivery charge payable on each individual order. If you would like to add to your order before it has been processed, you can notify us by phone or over email.

Are there any delays in the dispatch of orders from Kernowcraft?

We are still dispatching orders every day, however we are currently operating with reduced staff. Our team has had to make adjustments to their workflow to allow for social distancing for their own safety which means dispatching orders is taking a little longer than usual, but they are working hard to dispatch orders as quickly as they can, we aim to dispatch your order within 1-3 working days. Do be aware we do not work at weekends, so if you place an order on Friday it may not be dispatched until the following week. Be assured if we can dispatch sooner we will.

How do I know if my order has been dispatched yet?

You will receive a dispatch confirmation email when your order is on its way, please check your junk email folder in case it is in here. It is taking us longer than usual to dispatch orders - around 1-3 days.

Are there any delays with Royal Mail in the UK?

The mail system is running well, but we are aware of delays in some areas with Royal Mail in the UK. So if your order hasn't yet arrived please allow a several more days than usual before contacting us. For latest information, check Royal Mail's coronavirus updates page. Royal Mail are experiencing increased levels of employee absence due to illness and self-isolation so some routes may be more affected than others as the situation is constantly evolving. 

My parcel hasn't arrived yet - what should I do?

If you are still waiting for your order to arrive and have received a dispatch confirmation email, please give it a several more days before contacting us as it is on its way to you and just working its way through the system. As you would expect at this difficult time, the postal system is very busy and things are just taking a bit longer than normal. Royal Mail are experiencing increased levels of employee absence due to illness and self-isolation. Please understand that whilst some of the mail you receive may arrive quickly, some routes or sorting centres may be more affected than others and the situation is constantly evolving. We know it is frustrating waiting for a delivery to arrive, and we thank you for your patience and understanding of the difficult situation. Most orders are arriving in good time but do allow up to 15 working days for delivery. If you are concerned that your order has not arrived yet do get in touch with our team. 

What about Special Deliveries?

Royal Mail and other couriers we use for Special Delivery, Priority Signed for Service deliveries have stated that they will be suspending the next day guarantee for special deliveries, all Special Deliveries will remain a priority service but we will not be able to refund the delivery fee if your order is delivered late. Royal Mail and couriers will now log the name of the person accepting the item rather than passing a handheld device. With all customers, Royal Mail will deliver parcels by keeping a safe distance and if you are unavailable, you will be issued a 'Something For You' card of other ways you can arrange to get your item. For latest information, check Royal Mail's coronavirus update page. During this time, please consider the Special Delivery, Priority Signed for Service delivery option a faster service but not necessarily a guaranteed next day service.

Are there any delays in international deliveries?

We are aware of some considerable delays to normal services in some countries - more information and updates can be found via Royal Mail. Deliveries to some countries are arriving in good time but others are taking much longer than usual, so please be aware with this and understanding when waiting for your order to arrive. This situation is ever-changing, so we anticipate that overseas orders may take a lot longer to arrive. Although some countries have stopped incoming flights for people, goods are still getting through. 

I want to return my items but I cannot go to the post office, what can I do?

If you are unable to get to a post office to return items immediately, please notify us us within the 30 days return period - we can make a note on your order to extend the returns period but you must contact us to request this within the 30 days.

Is the counter service open?

No. We have decided to temporarily close our counter service. You can still place an order online or over the phone. Don’t forget you can add special instructions on our website in the shopping basket for matching stones, preferred colours etc. We will always do our best to meet your requirements where possible.

Can I pick up my order from the counter service?

Yes. To place an order for click and collect please follow the instructions here. When you receive your dispatch confirmation email your order will be ready to collect. When collecting your order please bring both the card you paid with and your order confirmation email as identification. Knock on the door, one of our staff will ask you name and ask you to show your ID and ask you to wait outside.  We will then bring your order to the door for you. Should you wish to return or exchange any items you can either post them back or drop them back through the letterbox with a note detailing your request, we will then let you know when any exchanged items are ready for you to collect. Please wear a mask and keep a safe distance when collecting an order.

Do you have issues with getting stock?

Some suppliers are temporarily closed and there are some delays in getting stock from overseas so there may be delays in restocking some products. If an item is out of stock we will restock it as soon as we can, but cannot give any specific timescales for this.

Can I make a special request?

During this time we are unable to take requests for special orders for stones or sizes not listed on the website, once things return to a more normal way of working, we would of course be happy to try and help you source a hard-to-find item.

Can I get help with jewellery making advice?

We would love to help you, but we would ask you to first refer to our tutorial pages or our YouTube channel which have a wealth of information from beading, soldering, stone setting and projects suitable for beginners. We also have put together customisable tool kits and jewellery making kits to inspire you. The tools you may need will depend on the type of jewellery you want to make so this page will really help you decide which area is most suitable for you - click here to read our guide on how to start making jewellery.

Have another question?

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A note to our customers

During this uncertain time, we want to reassure you that we are taking extra measures to keep our small business up and running. We are following government guidelines and have increased sanitising procedures within our office; prioritising the safety of our team and customers.

Orders by website are still being processed and dispatched as usual but please be aware of delays to normal dispatch times. We have made the decision to temporarily close our counter service. We expect little disruption with UK orders but anticipate that overseas orders will take longer than usual, all orders outside the UK are now tracked and signed for additional security and peace of mind. 

It's an anxious time for small businesses and we'd like to encourage you to shop small if you can.

Look out for one another and be well.

The information on this page is the most up to date information in regards to our service at present and surpasses the usual information that you may see on other pages of the website. This information is part of the terms and conditions when ordering from this website.