COVID-19 UPDATES

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Sollten Sie weitere Fragen haben, steht Ihnen unser Kundenservice-Team jederzeit zur Verfügung.


 

 

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 UK 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.


UK – Our ‘Oversized’ parcel carriers are at capacity and are no longer accepting parcels.

EU -  The Channel Tunnel and Channel Ferries have been suspended to Europe so we are sorry to say that we are unable to deliver road postal packets and parcels until further notice. DHL Express have their own commercial air freight arrangements and are delivering as normal.

RoW – Many countries have now suspended passenger flights from the UK. Unfortunately this is how most postal packets travel so we have had to suspended these services until further notice. DHL Express have their own commercial air freight arrangements and are delivering as normal.


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 2.00pm.


Customer Service

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

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

Our customer service opening hours over the holiday period are as follows:

Christmas Eve: 9.00am - 5.30pm
Christmas Day and Boxing Day: Closed
29th - 31st December: 9.00am - 5.30pm
New Years Day: Closed
2nd January: 10.00am - 4.00pm
4th January: Business as usual


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

Parcel carriers are currently experiencing delays at both sides of the Channel Tunnel due to a high volume of vehicles. Please allow an extra 24-48 hours for delivery.

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.

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 open following strict social distancing measures. Customers will need to wear a mask.

Monday - Friday: 9.00am - 5.00pm
Saturday: 9.00am - 3.30pm

Christmas Eve: 9.00am - 1.00pm
Christmas Day and Boxing Day: Closed
29th - 31st December: Closed
New Years Day: Closed
2nd January: Business as usual

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