Returns & Exchanges

WE HOPE YOU ARE HAPPY WITH YOUR ORDER

If you have any queries or a problem with something you have ordered, please email {~77|82|74|83|36|79|73|86|82|83|91|71|86|69|74|88|18|71|83|81~} or phone our friendly team on 01872 573 888.

We want you to be happy with every part of your shopping experience with us, so we have devised our own hassle-free returns and exchanges service so we can quickly and efficiently help you with the return of your goods.


THINKING OF RETURNING AN ITEM?

If for any reason you are not satisfied with an item, you have 30 days to return it to us unused and in its original packaging.

Once we have received the item we will either refund you or exchange it for you.

We regret that due to health & safety reasons we are unable to accept returns on earrings and earring findings. Any made to order items or bespoke custom-made items cannot be refunded after work has started. This includes the Birch Wood and MDF Work Benches as these are built to order.*


HOW TO RETURN AN ITEM TO KERNOWCRAFT

1. Firstly make contact with us by phone or email to let us know you would like to return an item.

2. Post the item back to us with your order number, full name, address and phone number explaining whether you would like a refund or exchange. Please also tell us the reason you are returning the item - this helps us to ensure the high quality of our products and improve our service to you. Please note: postage charges are not refundable.

2. Always return your goods in a padded envelope, no matter how small the item. Please do not return items in a standard non-padded envelope, Royal Mail use machines with rollers to sort standard mail which can crush any items enclosed. We cannot be held responsible for items lost or damaged in the post. 

3. Make sure you use the correct return postage service and attach enough stamps to the parcel. We recommend taking it to your local post office to ensure you have paid the correct postage for the size and weight of the parcel (insufficient postage can result in delays and a fine from Royal Mail). Return postage is at your own cost, unless agreed with us first.

4. For your peace of mind you may like to get a proof of postage from the post office, if for any reason your parcel does not reach us, this will enable you to make a claim from royal mail.


CANCELLING AN ORDER

We pride ourselves on processing orders really quickly so we can get your goods to you as soon as possible so if you should decide you want to cancel your order please get in contact with us straight away ideally by calling 01872 573888 or emailing {~77|82|74|83|36|79|73|86|82|83|91|71|86|69|74|88|18|71|83|81~}.

If your order hasn't been processed we can cancel it for you. If your order has been processed and you wish to exercise your right to cancel your order, as stated in the Consumer Contracts Regulations 2013 you must inform us of your decision to "Cancel your Contract" with us in a clear written statement within 14 days of receiving your order - requests after this time will not be considered.

Goods are to be returned to us at your own cost in perfect un-used condition to the returns address found on your sales receipt or the contact us page on our website. Goods must be returned or proof of posting sent no later than 14 days after the time you informed us of the wish to cancel the contract. We will process the refund within 14 days of receiving the goods or proof of posting.

Postage will be refunded at the standard rate regardless of postage option selected on the original order.

For health and safety reasons earrings are excluded as are bespoke items like our made to order Wooden Jewellers benches.


RETURNS OF ITEMS PURCHASED AT OUR COUNTER SERVICE

If you wish to return something bought from our counter service, please return it in person for a refund via the same method paid for within 30 days of purchase.

Alternatively, you can return an item by post in exchange for a voucher which can be redeemed on our website, phone or at the counter service, returns must arrive with us within 30 days of the purchase date. 

The terms listed above on this page apply to counter service returns also, please check for exclusions etc.


*Items not covered by the Consumer Contracts Regulations.

Products not covered by these regulations are earrings & earring findings, CDs & DVDs where the seal has been broken and bespoke or custom-made items. The Birchwood and MDF Benches are built to order and cannot be cancelled once work has started.

Frequently Asked Questions

Can I return part or all of my order? We hope you will be happy with your purchases but if for any reason you wish to return part of your order as long as you are within 30 days of purchase and the item is unused and in perfect condition, in its original packaging you may return all or part of your order for refund or exchange. Please note not all items are covered in the returns policy please click here to see full terms and conditions.
How do I return an item to you? If for any reason you wish to make a return and you are within the 30 days returns timeframe. You will need to contact us first to let us know you wish to return an item You can . One of the sales team will contact you with instructions on how to return the item. We have full instructions on how to return an unwanted item on our returns page - click here to view
What happens if I order the wrong thing? If you have ordered the wrong item in error and wish to return it for refund or exchange and the item is unused and still in perfect condition and you are still within the 30 days returns limit, please get in touch with us and one of the sales team will give you instructions on how to return it. We have full instructions on how to return an unwanted item on our returns page - click here to view
What happens if you send me a stone I don’t like? Did you know we have a "special instruction" option on our website to allow you input into the stones we pick for you. If you are looking for a particular colour, size or just matching pairs, we offer a “add special instruction” option on our website that allows our customers to have input into the stones we pick. When you place a Cabochon or a faceted stone in your basket a special instruction box will pop up allowing you to add a note. You can also add a special instruction to any item in your shopping basket, just look for the special instruction option under the description of each item. We will do our best to pick to your requirements and will contact you if we are unable to fulfill your request.
Do I have to pay for returns? Yes, if you wish to return an unwanted item it will be at your own cost, unless it is deemed faulty or was damaged in transit. Please make sure the return package is protected during transit as any items damaged due to inadequate packaging cannot be considered for a refund.
My order arrived damaged? We do try to package all our orders well to protect them during transit, if you do receive an item and it is damaged please inform us immediately, please keep the item and all the packaging incase it is requested for a claim. We may ask you for a photograph of the damaged item which will in turn make the arrangement of a replacement quicker.
An item is missing from my order Please check your order as soon as you can on arrival and notify us of any discrepancies within 3 days of receipt. Check each bag thoroughly as we do try to keep the number of bags down to a minimum so more than one item may be in each bag. For small orders please check the front of your sales receipt, for really small items we will staple the bags to the front of the sales receipt.