Frequently Asked Questions

Most UK orders are dispatched the same working day (Monday–Friday, excluding bank holidays) if placed before our cutoff times. We ship from our warehouse in Threemilestone, near Truro, Cornwall.

Delivery times vary by method see our delivery page for more detailed information

We don’t have exact restock dates for most items (as they depend on our suppliers), but you can easily get notified when something is available again:

• On the product page, look for the "Notify me when back in stock" or "Stock reminder" box (usually below the "Add to cart" button when the item is out of stock).
• Simply enter your email address and click Subscribe / Notify me.
• We’ll automatically send you an email as soon as the item is back in stock and ready to order.

No need to keep checking the site, we’ll drop you a line the moment it’s available!

Once your order has been dispatched, you'll receive an automated email with tracking details and a direct link to view your parcel's status.

• UK orders: Click the tracking link in your dispatch email to track via Royal Mail (for Standard/Express/Special Delivery) or FedEx (for Courier).
• International orders: Use the Royal Mail Tracked link in your email, or check your local postal service once it arrives in your country.

You can also log in to your account at any time to view your order status and tracking information:

If you haven't received a dispatch email (check your spam/junk folder), or the tracking link isn't working, contact us with your order number and we'll check it for you.

Our monthly Jewellery Making Subscription Boxes are designed to inspire creativity and promote relaxation, each box includes a beautifully curated jewellery making kit - perfect for beginners.

Boxes ship around the 5th of each month, with a cutoff for changes or new sign-ups on the 20th of the previous month (orders after the 20th start the following month).

You can manage everything easily through your account:

• Log in to your account at kernowcraft.com
• Go to My Account - Subscriptions (or follow the link in your order confirmation/subscription emails)

From there you can:

• Pause or skip a month
• Cancel at any time
• View upcoming boxes, billing dates, and past orders

If you need help or want to discuss custom changes, contact us

We want you to love what you receive, so we offer a straightforward 30-day returns policy for most items.

• You have 30 days from the date of delivery to request a return.
• Items must be unused, in their original condition.
• Return shipping costs are usually your responsibility unless the item is faulty or we sent the wrong product (in which case we’ll cover it).
• Refunds are processed to your original payment method once we receive and inspect the item (usually within 5–10 working days).
  
  How to start a return
  
• Log in to your account.
• Find your order → click Request a return (or similar button).
• Select the items, choose a reason, and submit the request.
• We’ll review it quickly (usually within a working day) and email you instructions, including a return address and any label if applicable.
• Pack the items securely, include your order number, and send them back.

Further details including refund information here

We do everything we can to get your order to you safely. If something goes wrong, here’s what to do:

Lost / missing parcel

• UK orders: Use the tracking link in your dispatch email. If significantly delayed (e.g., 10+ working days for Standard), email us with order number & tracking info — we’ll investigate and arrange refund/replacement if lost.
• If tracking says "delivered" but you can’t find it: Check with family/housemates, around your property (porch, side gate, shed, under doormat), neighbours, or any safe point shown in tracking.
  Still missing? Contact us
• International Tracked orders: Can only be declared lost 30 days after shipment. Contact us after this time, we’ll start the claim and arrange refund/replacement where possible.

Damaged parcel
Check on delivery and report visible damage to the carrier straight away (take photos of packaging & contents).

Contact us as soon as possible with your order number and photos of the damage.

We’ll arrange a refund or replacement (if in stock) at no extra cost to you.

If you’re concerned or need help with tracking, email us.

It's quick and easy to redeem a gift voucher or apply a discount code:

1. Add items to your cart and go to Checkout.
2. In the Order summary section on the right (or below on mobile), look for the Gift card or discount code field (it usually says "Apply gift card or discount code").
3. Enter your gift card code (16-digit code from your gift card email or purchase) or discount code you received).
4. Click Apply (or the arrow/button next to the field).
5. The amount will automatically deduct from your total.
6. If there's any remaining balance, pay the rest with your preferred method (card, etc.).
7. Complete your purchase as normal.

Tips

• Gift card codes are case-sensitive so copy and paste if possible.
• If the code doesn't work, double check for typos, expiry, or minimum spend requirements.
• Remaining gift card balance can be checked on the gift card email or by logging into your account.
• You can apply multiple gift cards by entering them one at a time.

For products that allow special requests (such as specific stone selection), you'll see a "Special requests" box on the product page.

Simply type your request in that box before adding the item to your cart and checking out.

• These notes are passed directly to our picking team in the warehouse.
• We'll do our very best to honour your request.
• If we're unable to fulfil it for any reason, we'll contact you before dispatching your order to discuss options.

If your request applies to multiple items or the whole order (and there's no per-product box), you can also add it in the "Order notes" or "Add note" field at checkout, we'll see it there too.

Yes, we offer Click & Collect at checkout for local collection!

• Select Click & Collect as your shipping option during checkout (it appears automatically if you're in an eligible area).
• Your order will be prepared and ready for pickup from our address in Threemilestone, near Truro, Cornwall Google maps location.
• You'll receive an email notification when your order is ready (usually same or next working day if placed Monday–Friday). Bring the confirmation email when collecting. Collection is during our normal business hours, full details are in the collection email.
  

This is a great option if you're local and want to avoid delivery fees or wait times.

If you have any questions about availability, timing, or need to arrange a specific pickup time email us.

We deliver to a range of different countries.

You can see further information on our delivery page.

Shipping to the EU
We are not currently able to ship to EU countries while we navigate the new General Product Safety Regulations (GPSR). We are actively working to meet these requirements and hope to resume shipping to the EU as soon as possible.

Shipping to the US
Due to recent changes in US import tax laws, we’ve had to temporarily suspend shipping to the United States. We’re working hard to review the situation and hope to reinstate US shipping as soon as it becomes practical for our customers.

Yes, we do offer trade accounts for jewellery makers, and other trade customers!

To apply or get full details (including pricing tiers, minimum orders, and terms), please contact us.

• Include your business name, website (if applicable), and a brief description of what you're looking for (e.g., volume, types of products).

We'll get back to you quickly with the next steps and any application form or information needed.