KERNOW GOLD CUSTOMER CARE
Have any questions or concerns ? We’re always ready to help!
ABOUT KERNOW GOLD'S PRODUCTS
Is the Gold used in your Collections Mined in Cornwall?
No, at present there are no active gold mines in Cornwall, although gold can be panned in top secret river locations in Cornwall. However the quantities found are very small.
How is a Kernow Gold Design Cornish?
By collaborating with local Goldsmiths and artisans in Cornwall and creating the jewellery item here in Cornwall, we are able to produce pieces that are both designed and made in Cornwall, complete with a Cornish makers hallmark. All Gold used in Commissions is recycled, Diamonds used are certified Conflict Free, and gemstones are sourced responsibly from suppliers who align with our ethical practices and sustainability goals. We have access to suppliers of certain gemstones which can be found in Cornwall, for example Amethyst and Quartz. We also aim to source sustainable or recycled packaging.
What Does Ethical Gold Mean?
All of the materials used in our jewellery are ethically and responsibly sourced.
Our UK suppliers of our 9ct Gold ranges are all members of the Responsible Jewellery Council, which is the global membership and standards body for responsible jewellery throughout the entire supply chain – from mine to retail. Their ‘Code of Practice’ references key development frameworks, including the Universal Declaration of Human Rights, ILO Principles and UN Global Compact and Sustainable Development Goals (SDGs).
Packaging is also sustainable or recycled.
MAKING AN ORDER
What are the payment options?
We accept card payments, Paypal, Clearpay (pay in 4 instalments with no interest) or Laybuy, (pay over 6 months, interest free).
Bespoke commissions can be paid for via bank transfer or online invoice, and we usually require a deposit of 50% before starting work, and the remainder on completion.
What are the delivery options?
All orders are posted via tracked and signed for Courier or Royal Mail depending on the size and value of the order. Local orders (Cornwall, UK) may be hand delivered.
We deliver worldwide to everywhere where the Royal Mail offers a tracked and signed for service.
How do I track my order?
All orders are posted using tracked and signed for postage and we will send you the tracking number along with the dispatch email. Somebody will need to be at home to receive the package.
What is your returns policy?
You may return an item within 14 days of receipt for any reason. After this, you may return the item if there is a manufacturing fault only. In the event of a manufacturing fault we will refer back to the original supplier who will usually be able to provide a repair or replacement. Refunds will not be given if the goods have been damaged by you, this includes damage caused by inadequate packaging by you when returning goods.
Proof of purchase in this case is required.
PLEASE NOTE that earrings are non-refundable for hygiene reasons.
Bespoke commissions are also non-refundable.
How do I return an item?
Please firstly let us know to expect a return at firstname.lastname@example.org, and we will let you know the returns address.
Please note that you are responsible for ensuring that the package is adequately insured and in case of a missing package you would need to claim from your postal provider.
On receipt of the goods we will let you know and process the refund, which will take 5-21 days depending on the payment method.