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Ordering over Christmas & New Year

Office hours & last available dispatch before Christmas

Our small team enjoy a little break over the Christmas period, our last day will be Thursday 23rd of December and we will reopen on Tuesday the 4th of January 2022.

You can still place your order on the website and it will be dispatched as soon as possible when we return in the New Year.

Please note that the information below is Royal Mail's recommended Posting Dates for Christmas 2021. Due to possible delays with Royal Mail, it’s advisable to post as early as possible to ensure your Christmas parcels reach their destination in good time.

LAST AVAILABLE DISPATCH DATE BEFORE KERNOWCRAFT'S CHRISTMAS HOLIDAYS

RETURNING FROM CHRISTMAS HOLIDAYS

Thursday 23rd December 2021, 12pm
Orders for dispatch before Christmas must be placed before 12pm. Telephones will be open 8.30am to 12pm. Click & Collect will also be available - please place your order over the phone before midday on the 23rd of December to ensure collection before 4:30pm on this day.
Tuesday 4th January 2022
Telephones will be open 8.30am to 4.30pm on Tuesday 4th of January 2022.


Due to possible delays with Royal Mail, it’s advisable to post as early as possible to ensure your Christmas parcels reach their destination in good time.

UK Deliveries

Using Royal Mail services for Christmas period. For parcels under 1.5Kg.

No refund of delivery fees will be available for late deliveries.

UK DELIVERY – parcels under 1.5Kg LAST DISPATCH DATE WITH KERNOWCRAFT
UK Standard: Non-Tracked Tuesday 21st December
UK Express: Tracked Delivery Wednesday 22nd December
UK Special Delivery: Priority Signed For Service  Thursday 23rd December before 12pm
UK Saturday Delivery: Guaranteed Signed For Service Friday 17th December

Parcels Over 1.5kg

Standard delivery for small parcels under 1.5Kg 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 1.5Kg will be sent with a courier which can take 7 days, this is not a guaranteed service. 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 working days, please get in touch with us.


International Deliveries

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.


All your questions answered about ordering over Christmas and New Year...

Q: What happens if I place my order after 12pm on 23rd of 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 the 4th of January. We will process the orders in date order (with next day deliveries taking priority) and try and get your order to you as soon as possible.

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

A: We are still dispatching orders as usual however we are currently operating with reduced staff. Our team has had to make some 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.

Q: Can I pick up my order from the counter service before you close for Christmas?

A: Yes, please place your order before midday on the 23rd of December to ensure collection before 4:30pm that day. To arrange this you will need to either order online with the code: COLLECTIONONLY (more information on how to do this here) or place your order over the phone with our team and pay with either a credit or debit card, to place an order for collection please phone 01872 573888. 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, If you paid with PayPal bring ID matching the name on your payment. We also politely request that you wear a mask when collecting your order. 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.

For more information on our Click & Collect service, please click here.

Q: Are there any delays with Royal Mail in the UK?

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 1.5Kg 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 1.5Kg will be sent with a courier which can take 7 days, this is not a guaranteed service. 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.

The mail system is running well, but we are aware of some delays with Royal Mail in the UK. So if your order hasn't yet arrived please allow a few more days than usual before contacting us. For the latest information, check Royal Mail's coronavirus updates page.

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 spelled or redundant email addresses. Please make sure you have updated 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 23rd December will be processed when we return to work on the 4th of 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: If you place your order before we close on the 23rd December before 12pm, we will process your email gift voucher order. If you place your order after this time your order will be processed on our return on the 4th January. Please note that email vouchers are not automatically sent so will be emailed to you by our team during office hours.

Q: I have forgotten to add something to my order… can I add to it or merge orders?

A: If you realise you have forgotten something, usually you can contact us and add an item to your order as long as the order has not been processed. Unfortunately, whilst the Kernowcraft team is out of the office during Christmas between 23rd December - 4th January, we are unable to do this. Unfortunately due to the large amount of orders we gain during our Christmas holidays, we won't be able to amend or merge orders.

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 large 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.

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