We want you to be happy with every part of your shopping experience with us, so we have created our own hassle-free returns service so we can quickly and efficiently help you with the return of your goods. All the information you need for returns can be found below, including frequently asked questions.
Returns and Refunds
We want you to be completely happy with your purchase. If something isn’t quite right, we offer a simple 30-day returns policy for most items.
How to request a return
Our Returns Policy
- You have 30 days from the date you receive your order to start a return.
- Items must be unused, in original condition, with all tags and packaging intact (where applicable).
- Exclusions: For hygiene reasons, earrings cannot be returned or exchanged unless faulty.
- We do not offer exchanges. Please return for a refund, then place a new order if you’d like a different item.
- Refunds are issued to your original payment method once we receive and inspect the item (usually within 5–10 working days).
- Return postage costs are your responsibility unless the item is faulty, damaged, or we sent the wrong product (in which case we’ll cover it).
Frequently asked questions
Common customer questions about returning items
How do I request a return?
- Log in to your account at kernowcraft.com.
- Go to My Account → Orders.
- Find your order and click Request a return (or similar button).
- Select the items you wish to return, choose a reason, and submit the request.
- We’ll review it quickly (usually within a day) and email you confirmation with instructions and our return address.
- Pack your items securely (see packing tips below) and send them back using a tracked service.
How do I pack my item?
To make sure your items arrive safely and avoid damage (or delays in processing your refund):
- Use a sturdy box or padded envelope.
- Wrap fragile items individually in bubble wrap or tissue paper.
- Fill any empty space with packing material so nothing moves around.
- Include your order number inside the package (on a note or printed receipt).
- Securely seal the parcel and use a tracked service.
- We strongly recommend sending your return with tracked service (e.g., Royal Mail Tracked 48).
- Keep your proof of postage receipt as this protects you in case the parcel goes missing in transit.
When will I receive a refund?
Refunds are issued back to the original payment method within 5-10 days of receipt.
Can I return part or all of my order?
Yes, you can return all or part of your order for a refund. We do not accept returns for individual beads which were sold as a strand or individual items sold in a pack, these must be returned to us unused and as it was sold to you.
Can I exchange an item?
We’re sorry, but we do not offer exchanges at this time.
If you’d like a different item, size, or variant, please return the original for a refund (following our standard returns process) and then place a new order for what you’d prefer.
This helps us keep things simple and ensures quick processing for everyone.
What happens if I don't like the stones I receive?
You are welcome to return the stones if they aren't to your liking. Did you know you can add special requests for gemstones?
Whether you're after matching pairs, a particular colour, pattern or shape, just let us know in your shopping basket and our small team will personally spend time trying our very best to select the perfect gemstone for you.
What do I do if an item is missing from my order?
Please check your order as soon as you can when it arrives and let us know of us any discrepancies within 5 days of receipt.
Orders are carefully checked by our team before dispatch, so please do take the time to 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.
Still need help? Contact us
What do I do if my order arrived damaged?
We try to package all our orders well to protect them during transit, if you do receive an item and it is damaged, please contact our team within 3 days of receipt.
Please keep the item and all the packaging in case it is requested for a claim.
We may ask you to send us a photograph of the damaged item via email which will make the arrangement for a replacement quicker.
Do I have to pay for returns?
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.
An item broke during wire wrapping/setting, can I return them?
Items and gemstones that have been broken due to unsuccessful wire wrapping or stone setting attempts cannot be returned.