FAQs

 

I ordered an item on pre-order, when will it be delivered?

You will find the estimated delivery time for your pre-order item on the product page, listed underneath the features and the product name.

How do I use my crackers?

Each box of crackers includes full printed instructions. If you would like more information, you may find the videos on the 'How to' page useful. Please keep the instructions for future reference.

Can I order an item as a gift?

Yes! You can make your gift even more special with a personal message from you. Select the ‘gift’ option at the checkout and we can remove any prices and send your item gift wrapped along with your message directly to the recipient.

How do I attach the snaps?

Watch our tutorial here make sure you press tightly for 30 seconds to ensure the snap is stuck firmly.

How many times can my crackers be reused?

Provided you look after your crackers and store them in a dry place within the gift box, your crackers will last for a lifetime and beyond! Replacement sticky snaps can be purchased from our website.

What size gift will fit inside the crackers?

The cracker is formed of an inner tube within an outer tube. When the tubes are together (cracker is closed) the total length of space inside is 15.5cm with a diameter of 4.7cm in the outer tube and 3.7cm in the inner tube. It’s probably easier to look at the diagram! Two golf balls can fit in the larger tube space, and three Lindor in the smaller tube space. 

Where are the crackers made?

Our crackers are designed in the UK and made in Hangzhou by our manufacturing partner, who are Sedex certified (the ethical trading initiative).

How do I clean my crackers?

We recommend treating your crackers with a spray protector prior to first use if your guests are a rowdy bunch. We created our designs with minor spills in mind. If one of your crackers has an unscheduled date with the gravy then please:

  • Use a clean lint-free cloth dipped in cold water & wrung out
  • Gently dab the spill to lift out the stain
  • Repeat until clean
  • If the stain is still visible, mix some dish soap with lukewarm water and mix. Use the cloth to apply the suds to the stained fabric, and dab until the stain disappears. Remove the residue by dabbing with a dry lint-free cloth. 
  • Blot with a dry cloth to remove excess water and then brush the pile back into place.
How do I return my item?

We hope your crackers put a smile on your face. If you decide they are not quite right for you, you can return them to us within 30 days of purchase. When making a return please be aware of the following:

Items must be returned in a fully resalable condition, which means unused and in the original packaging. Don’t think we won’t notice if there’s a nipple tassel still tucked in one of the tubes. We’re watching you Brenda. We reserve the right to refuse a return on items deemed not to be resealable.

You can return items purchased online from our website up to 30 days after purchase by contacting us at info@kaneo.co.uk with the title 'Returns + your order number'. Please include the email address used to place the order, order number and reason for return.

Buyer is responsible for return delivery costs. Your return and refund may take up to 10 working days to reach us and to be processed. Once processed, you will receive an email notification from us. It may take up to 5 working days for the funds to show in your account, or within 48 hours if paid with PayPal.

My order hasn’t arrived, when should I contact you?

Our courier partners are currently experiencing some delays. Please wait a week after you receive notification that your order has been despatched before contacting us.

I haven’t received a refund for my return, when should I contact you?

Please wait two weeks after sending your return back before contacting us. Once we have received your returned item(s), your refund will be processed within 3-5 working days and you will receive a confirmation email.