We want you to enjoy shopping with Kernowcraft as much as you enjoy your hobby which is why we have made it easy to place your order in a way that suits you. We know your time is precious, so we have given you alternative ways to make placing an order quicker & simpler.
|Channel||How To Order||Accepted Forms Of Payment|
|Website||Purchase items online through our secure and simple to use website, available 24 hours a day: www.kernowcraft.com. Click & Collect now available - for more information please click here.||Credit/Debit Cards & PayPal|
|Phone||Speak to one of our friendly team members by calling 01872 573 888 Monday to Friday from 8:30am to 4:30pm and place your order over the phone, we will then prepare and dispatch your order as soon as possible.||Credit/Debit Cards|
|Post||You are welcome to post your order to us with your credit or debit card details or with a cheque or postal order. Most of our customers now prefer to place their order by phone or website as you will receive your order much quicker. We would advise you to call us first to work out the order total for cheque or postal orders so there is no delay if the amount is incorrect. Please make cheques & postal orders out to Kernowcraft Ltd.||Credit/Debit Cards & Cheque or Postal Order|
Accepted Credit/Debit cards include: Visa, Mastercard, Maestro, American Express or Electron
All prices on the website include VAT at 20% where applicable.
We try to give you the best prices we can and will try to hold our prices wherever possible however we do reserve the right to change prices at any time. When we can get items at a better price we will pass on the benefits to you as well. Our full range of stock is available on the website and is therefore the most up to date source of pricing. When we produce printed highlights catalogues or flyers the prices will be accurate at the time of printing, however please note these may be subject to change and we reserve the right to amend our prices to accommodate the current market values. We are sure you understand that occasionally there are unexpected price changes from suppliers and fluctuations in the world markets, therefore the website is always the best reference for up to date information.
If you are ordering from a country outside the EU fiscal area, you will have the VAT (currently 20%) removed from your order at checkout. The prices displayed on the product pages include VAT (excluding books), so the price you will actually pay for your order will be reduced when you checkout.
* From non EU fiscal area countries (that is most countries outside of Europe) VAT REGISTERED BUSINESS ORDERS FROM EUROPE
If you are ordering from a VAT registered business within the European Union and can provide us with a valid EU VAT registration number, full company name and address, contact name, phone number and email address we can set up your account so that you do not pay the VAT at checkout ( this will need to be done by us before you place your first order ) Please contact us via email with all your company details and we will check that your details are valid before setting up your account for you. Once this is completed we will email you to let you know so you will be able to order via the website. You must login to your account to qualify for zero vat, this cannot be adjusted after the order has been placed, whilst the price displayed on the product pages and shopping basket will include VAT (excluding books), the VAT will be removed from your order when you go through to checkout and pay for your order.
The vast majority of the stones we supply are natural and inevitably colours, markings and cuts may vary from the images shown. We do however make every effort to supply stock of consistent quality. Images on this website are not to scale, although sizes are given wherever possible. We have made every effort to picture products and colours as accurately as possible. Although we photograph some items set with stones as a visual aid, all mounts are supplied without stones unless stated. If you would like us to set an item for you, please add the correct sized stones to your order and select the appropriate setting service. Where necessary all items comply with EC Nickel regulations.
|What if I need to add to my order?||If you have just placed an order and suddenly realise you have forgotten something, contact us straight away, we will try and help where we can. As long as the order has not been processed we should be able to amend the order for you. Please get in touch with us straight away as we try to process orders fairly quickly. Either call us on 01782 573 888 or send us an email with a contact number just in case we need to speak with you, please make sure you have given us enough details to identify your order so we may keep it to one side until it has been amended, the order number would be ideal.|
|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.|
|What if I need to cancel my order?||If for any reason you need to cancel your order, please contact us straight away, we do try and process orders fairly quickly so we advise you to contact as soon as possible. We can only cancel the order before it has been processed. If the order has already been processed you will need to return the order to us for a refund, we have a 30 day returns policy which would give you enough time to return the order for a refund. Your postage will not be included in this refund. Please request further information if you have ordered a jewellers workbench as these are made to order and cannot be cancelled once manufacture has begun.|
|I am looking for a specific size or colour stone how can can I get what I want?||
We do try and pick the best and prettiest stones we can when picking for our customers but we do understand that sometimes it has to be that certain stone to fit your design or a matching pair for a pair of earrings. Which is why we offer a special instruction option, available on all eligible cabochons and faceted stones. This gives you the option to add additional input when we are picking your order. If you are looking for a specific colour, size or would like matching pairs, you can add a note detailing your preference. You can also add a special instruction to any item from your shopping basket, just look for the special instruction option under the description of each item in your basket. We will do our best to pick to your requirements and will contact you if we are unable to fulfil your request, so please to avoid delays leave a telephone number so we may contact you if needed.
|I want to order an item but it is out of stock||It can be frustrating if you start to place your order and find out one of the items is out of stock, which means you have to keep checking the website for availability and try and remember to re order the unavailable item, well we can do that for you. We offer an automated email service for eligible out of stock items. If you add your email address to the “Email me when this item is available” box, found on the product description page, you will receive an email immediately after the product has been signed into stock. We also offer a back order option which allows you to order any products that are temporarily out of stock and if it is eligible for back order we will send it onto you when it becomes available. If we are unable to keep the items on back order one of our friendly sales team will contact you. Payment is only taken at the time of dispatch so payment for any items on back order will not be processed until we are ready to dispatch. Unfortunately, this option is not available to Schools and international customers.|
|Why didn't I get an order confirmation - I receive your newsletters?||Please check you have given us the correct email address when placing your order. You will receive an automated order confirmation email once you have placed your order and an automated dispatch confirmation email when your order has been dispatched. If you have not received any emails please check your spam folder first and then contact us so we can check your account to make sure the email address is correct and up to date. It is important you receive and check your order confirmation before we dispatch your order, making sure the billing and delivery details are correct. Please note the VIP email list is completely separate to your account account details, you don't need an account or to have placed an order with us to receive our VIP emails. So you will need to check your account details even though you receive our advertising emails.|
|What is your minimum order value?||We do not apply a minimum order value, you may order as much or as little as you wish.|
|Can you send me a copy of my sales receipt?||If you create an account on our website and login each time you place an order you will have access to all of your sales history and be able to print a copy of all your sales receipts as needed.|
|Do you offer wholesale prices?||We offer quantity discounts to everyone, we have put all available price breaks on the website. Check each listing to see if quantity price breaks are available.|
|Do you charge to use credit cards?||No, we do not apply any charges to use your credit card.|
|When will the money be taken from my account?||When you place an order on our website the payment is not taken right way we only capture the payment, the payment will be processed at the time we dispatch your order.|
|Why has my payment failed?||There are various reasons why payments fail. There may not be enough funds in the bank account at the time we process the payment. The pre - authorisation on the payment may have expired. Cards may be out of date on PayPal accounts. We will contact you if we have been unable to process your payment so you can check your account and make any amendments needed.|
|How do I work out the cost of my order in my own currency?||Unfortunately we do not have an option to change the currency on our website. An easy way to find out what the approximate conversion into your own currency will be is to use a FREE online currency convertor. There are many available on the internet and are generally easy to use.|
|What happens if my gift voucher doesn’t cover the total price of my order?
||If your order total is more than the voucher you are using, you will get the option to pay the additional amount by card or PayPal.