COVID-19 Updates

 

 

WE ARE DISPATCHING ORDERS

Thank you to all of our customers for your continued patience and support at this time.

Dispatch

We are dispatching 95% of orders within two days of receiving them, and most delivery times should be reflected accurately in the transit times seen in the basket for your destination.

Whilst the vast majority of small untracked postal deliveries are arriving in a reasonable time, some local depots are still experiencing delays.

Next Day Parcel Deliveries

Standard UK next day delivery prices:

  • Order value under £45 cost: £7.50
  • Order value over £45 cost: £2.50
  • Order value over £75 cost: Free

Next day is not currently guaranteed but orders will leave us the same working day if ordered before 2pm.

Customer Service

Please note that we are experiencing a high number of call and email volumes, currently we are responding within five days.

Our current estimated time for processing and issuing refunds for Unwanted Returns is three weeks.

Tracking Orders

If the service is tracked you should be able to track the parcel from the courier email or from a link in your Jackson’s online account.

https://www.jacksonsart.com/customer/account/

Please allow up to 24 hours from the time you receive your dispatch confirmation email before tracking.

If you are awaiting a non-tracked delivery and you have received your dispatch confirmation, your order is on its way. Please allow the postal service more time to deliver your package at this time.


SHIPPING

UK couriers and postal services are running well with some local delays. All delivery guarantees are currently suspended, however, we are doing our best to maintain them.

We have reinstated delivery via Collect Plus.

We have reinstated free delivery on brush-only orders over £20 to all UK and most international addresses.

Some international courier routes have been reduced, however at this point in time we have mostly found alternative carriers, so we are currently able to deliver to all major destinations, albeit with some limitations of options and prices. Our ‘basket’ shipping module is regularly updated, please check there for up to date options and prices.

Please be aware that due to a reduction of transit routes and increased border controls, delivery is now taking longer than normal.

Most courier companies have now introduced new procedures where customers no longer need to sign for parcels.


SUPPLY

Whilst manufacturers and distributors across the world are now open, many are working under social distancing guidelines, with reduced teams, and as a result there are severe delays in dispatch.

Supply chains everywhere have been affected which has also resulted in a shortage of ingredients and or parts, which delays the ability to manufacture. As a result many of our suppliers can only supply us with 80 - 90% of what we order, so whilst our website might indicate an expected date, this does not mean the manufacturer necessarily has the item available for us, or is able to pre-advise us.


OUR WEBSITE / SHOPS

Online

The London customer service team are working from home, receiving a high number of redirected calls, but coping.

Our bespoke canvas and framing services are now operating as normal. For latest manufacture turn-around times, please see the bespoke canvas page or the bespoke framing page.

Dalston

Our Dalston shop is open following strict social distancing measures. Customers will need to wear a mask.

Monday - Friday 9.00 am to 5.00 pm

If you have any questions please contact the Dalston shop directly on +44 (0)203 772 0132

Fulham

Our Fulham shop is open following strict social distancing measures. Customers will need to wear a mask.

Monday - Friday 9.00 am to 5.30 pm

Saturday 9.00 am to 5.00 pm

If you have any questions please contact the Fulham shop directly on +44 (0)207 384 3055

Gloucester

Our Gloucester shop is open following strict social distancing measures. Customers will need to wear a mask.

Monday - Friday 9.00 am to 5.00 pm

Saturday 9.00 am to 3.30 pm

Our Gloucester warehouse is currently running as normal. Staff are following government safety guidelines.


Jackson’s Work Safety Statement

Whilst doing everything possible for the wellbeing of our staff and customers, we're continuing as best we can to deliver art materials.

We’re currently trading normally but we continue to review this several times a day in the light of advice from the government, continuing developments with the pandemic and, not least, in consultation with those colleagues who continue to come to work.


Thank you for your patience,

The Jackson’s Team