COVID-19 Updates

 

 

WE ARE ACCEPTING AND DISPATCHING ORDERS

Thank you to all of our customers for your continued patience and support at this time. We are currently accepting and dispatching orders for most destinations, although some destinations are facing delays due to the pandemic and Brexit. For more details, please see the information below.

Dispatch

We are dispatching 60% of UK orders within two days of receiving them. Currently there is a 7-10 day delay depending on the destination country and/or delivery service.


UK

As a result of the new lockdown restrictions we have become incredibly busy and short on experienced parcel packers. Whilst most orders are leaving in good time, some large orders are taking longer to be dispatched. We are working hard at rectifying the situation.

UK post and courier companies are also reporting huge nationwide demand for home delivery and this is putting strain on their usual delivery speed. Please bear with them.

Latest - Heavy snow is affecting deliveries (including Next Days). 


STANDARD DELIVERY

Small Packets - Under 2kg and under 40cm - Dispatch within 2 days - Total delivery time 4-9 days

Medium Parcels - Between 2kg and 10kg, and under 60cm - Dispatch within 4 days - Total delivery time 4-10 days

Large Parcels - Between 2kg and 30kg, and over 60cm in length - Dispatch within 10 days - Total delivery time 10-14 days


NEXT DAY DELIVERY

Small Packets - Under 2kg and under 40cm - Dispatch within 1 Day - Total delivery time 2 days

Medium Parcels - Between 2kg and 10kg, and under 60cm - Dispatch within 1 Day - Total delivery time 2 days

Large Parcels - Between 2kg and 30kg, and over 60cm - Dispatch within 2 Days - Total delivery time 3 days


EUROPEAN UNION

We are very pleased to announce that DPD road service is now operating to Europe. This service charge includes pre-pay VAT and duty to enable fast and smooth customs handling. Please note that no VAT is included in the cost of your goods.

Please note that we are unable to send any hazardous goods to the EU at present.


REST OF THE WORLD

To check which delivery services are operating in your country please add the items you wish to purchase to your Basket and add your delivery address. The website will automatically show you which delivery services are currently available for that area. If none are displayed it means your area is affected by the courier's suspension of services or the items in your Basket can not be shipped to your address due to restrictions.

Please be aware services may face delays due to the effects of the pandemic in processing, delivery and clearing Customs depending on your parcel's destination.


Next Day Parcel Deliveries

Standard UK next day delivery prices:

  • Order value under £45 cost: £10.00
  • Order value over £45 cost: £5.00
  • Order value over £75 cost: £2.50
  • Order value over £100 cost: Free

Next day is not currently guaranteed but orders will leave us the same working day if ordered before 2.00pm.


Customer Service

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

With Europe and many places around the world going into a second lockdown, we do expect an increase in social distancing measures within postal services, and as a result there are likely to be delivery delays.

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.

Our ‘basket’ shipping module is regularly updated, please check there for up to date options, prices and our best estimate of delivery times. 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 temporarily closed until further notice.

We are running a Click & Collect service.

If you have any questions please contact the Dalston shop directly on 0203 772 0132.

Fulham

Our Fulham shop is temporarily closed until further notice.

We are running a Call & Collect service.

If you have any questions please contact the Fulham shop directly on 0207 384 3055.

Gloucester

Our Gloucester shop is temporarily closed until further notice.

We are running a Click & Collect service. Please place your order online.

If you have any questions please contact the Gloucester shop directly on 0145 222 6378.

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