We're open & will continue to dispatch orders as usual throughout the November lockdown. Read more

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 Tuesday the 22nd of December and we will reopen on Monday the 4th of January 2021.

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 2020. In these uncertain times 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 CHRISTMAS HOLIDAYS

RETURNING FROM CHRISTMAS HOLIDAYS

Tuesday 22nd December 2020
Open as usual. Telephones will be open 8.30am to 4.30pm. Orders for dispatch before Christmas must be placed before 12pm. Click & Collect will also be available - please place your order over the phone before midday on the 22nd of December to ensure collection before 4:30pm on this day.
Monday 4th January 2021
Telephones will be open 8.30am to 4.30pm on Monday 4th of January 2021.


UK Deliveries

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

Update to services - Royal Mail & Couriers have suspended guarantees for Next Day Deliveries, the service will still remain a priority service but no refund of delivery fees will be available for late deliveries.

UK DELIVERY – parcels under 1.5KgLAST DISPATCH DATE
2nd ClassFriday 18 December
1st Class ServiceMonday 21 December
Special Delivery by 1pmTuesday 22 December
Saturday GuaranteedFriday 18 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 days, please get in touch with us.


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. For peace of mind we have now removed the option for non-tracked international delivery, so all orders to countries outside the UK will be sent by a tracked delivery service.

Using Standard and Signed for Airmail services for Christmas period. For parcels under 1.5Kg

DESTINATIONSUGGESTED LAST DISPATCH DATE
Australia and New ZealandFriday 4 December
Africa, Asia, Caribbean, Central and South America, Far and Middle EastWednesday 9 December
Canada, Cyprus and MaltaThursday 10 December
Greece, Eastern Europe (except Czech Republic, Poland and Slovakia) and TurkeyFriday 11 December
Czech Republic, Finland, Italy, Poland, Sweden, USAFriday 11 December
Austria, Denmark, Germany, Iceland, Netherlands, Norway, Portugal, Slovakia, Spain, SwitzerlandWednesday 16 December
Belgium, France, Ireland, LuxembourgFriday 18 December

FAQs

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

Q: What happens if I place my order after the 22nd 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 4th of January. We will process the orders in date order 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 1-2 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 22nd 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 - usually the following day (as all our orders are processed in date order). 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 your 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. 

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. Royal Mail is 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. 

Q: Are there any delays in international deliveries?

A: 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. For peace of mind we have now removed the option for non-tracked international delivery, so all orders to countries outside the UK will be sent by a tracked delivery service.

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 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 22nd December will be processed when we return to work on 4th 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 22nd December before 4:30pm, 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 22nd 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.

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.

Click here to go back to delivery pages