All your questions answered about ordering over Christmas and New Year...
Q: What happens if I place my order after the 20th December when you are closed for your Christmas break?
A: You can still place your order on our website over the Christmas period, we will be back to work on Tuesday 2nd of January. We will process the orders in date order and try and get your order to you as soon as possible.
Q: Why haven’t I received my order confirmation?
A: Check your email address is correct, we have so many bounce back emails because of incorrectly spelt email addresses or redundant email addresses. Please make sure you have up dated your account when you change your email address. We advise you to check your order confirmation straight away, this way you can highlight any errors to us straight away. Any errors cannot be rectified if the order has already been dispatched.
Q: If I place an order and request Next Day Delivery after you have closed for your Christmas break, when will it get dispatched?
A: Any orders placed after the cut off time on Wednesday 20th December will be dispatched when we return to work on Tuesday 2nd January. We will process the orders in date order. Next Day Deliveries will be prioritised and dispatched first.
Q: If I place an order for a gift voucher to be sent by email will I receive it in time for Christmas?
A: Unfortunately not, as our team are now on their Christmas holidays. Any orders for email gift vouchers will be sent when our team return to the office on the 2nd January.
Q: I have forgotten to add something to my order… can I add to it?
A: If you realise you have forgotten something, usually you can contact us and add an item to your previous order. Unfortunately, whilst the Kernowcraft team is out of the office during Christmas, we are unable to do this between 20th December and 2nd of January. Please check your address and order details before you complete your order, and as a secondary check take a moment to look to over your order confirmation. If you are using a discount code, make sure you type it correctly and click apply. Then check it has applied the code before continuing.
Q: I forgot to add my discount code… can you add it now?
A: If you place an order and have a discount code please make sure you type it in correctly and click “Apply Offer”. Then check your shopping basket to make sure the code has been applied before you continue to payment. If you have forgotten to add the discount code, unfortunately due to the mass amount of orders we gain during our Christmas holidays, we won't be able to amend the order.
Q: Why hasn’t my discount code worked?
A: Check that you have typed the code into the “Gift Voucher/Offer Code” box correctly and have clicked “Apply Offer”. Most of our discount codes have a minimum spend associated with the offer, please note postage is not included in the order value it applies to goods only. Please check that the value of the goods (Sub-Total) in your shopping basket is over the minimum spend requirement. Go back to the offer page or email to check on any details you may have missed.
Check you have placed your order within the active dates of the offer. Our offers are set to be active within a specific time frame, check you have the correct date. If you have ordered after the offer end date the discount code will no longer be active.
Q: What happens if there is an out of stock item on my order?
A: If the item was out of stock when you placed your order, a pop up notice would of highlighted this when you added it to your basket, if the item is available for back order we will normally split the order and send all available items straight away and keep the out of stock items on back order to send on when they come back into stock. If, however, we know the out of stock item is due to arrive any day we will contact you to let you know we can send all items together in a few days. Some items may not be available for back order where we anticipate a lengthy delay or where the item could incur a price increase related to the drop of the value of the GBP following the Brexit Vote. We will get in touch with you if we cannot keep a specific item on back order.
Q: Where is my parcel… it normally arrives quite quickly.
A: If you have received notification that your order has been dispatched, the speed of the delivery will depend on which service you have chosen. Standard delivery for small parcels under 2Kg will be sent on a 1st class service with Royal Mail which normally takes a couple of days, this is not a tracked or guaranteed service. Parcels over 2Kg will be sent with a courier which can take 3 – 5 days. During busy times and bad weather delays may happen. If your delivery is taking longer than you think it should please check with your local post depot first to see if they have it there waiting for you to collect. A “we tried to deliver” card should be left but unfortunately this doesn’t always happen. If you have not received your parcel after 15 days, please get in touch with us.