COVID-19 Updates

 

 

Dispatch

Currently we are dispatching most orders within 2 working days of receiving them. See below for dispatch updates for different areas and services.


WHERE'S MY ORDER?

Non-Tracked Delivery

If you have received a dispatch confirmation email from us then your parcel is on its way and should be with you in the approximate delivery time given at checkout. Please allow for a few extra days before contacting us as the parcel may have encountered a small delay locally.

Tracked Delivery

Within 24 hours from your dispatch confirmation, you should receive a progress update from the courier. If you've not yet received this, you can find a tracking link in your Jackson's customer account if you have an account on our website.

If you don't have an account on our website, you should have received an email from us once we shipped your order. After that, if you paid for a tracked delivery service, you should receive an email or text message from the courier you chose during checkout. Please bear in mind there might be a delay before the courier sends you these details.

Tracking Update Delay

Occasionally some international tracking updates appear to stall. This is most likely because the parcel is working its way through customs. Please hold tight, the parcel should start moving again after a few days.

Delivery Incidents

Weather, pandemics, strikes, and Brexit can cause delays. For the latest delivery updates please see here.


UK

STANDARD DELIVERY

Small Packets - Under 2kg and under 40cm - Dispatch within 2 days - Total delivery time 3 to 9 working days

Medium Parcels - Between 2kg and 10kg, and under 60cm - Dispatch within 2 days - Total delivery time 2 to 5 working days

Large Parcels - Between 2kg and 30kg, and over 60cm in length - Dispatch within 2 days - Total delivery time 2 to 5 working days

 

NEXT DAY DELIVERY

100% of Next Day delivery services, ordered before 2pm, are dispatched the same day.


NORTHERN IRELAND

Orders under £135 can be sent duty free and with standard UK VAT charged (the same as anywhere else in the UK).

Orders over £135 may be subject to customs fees.


EUROPEAN UNION

DPD and Parcelforce road service to Europe 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.

Orders under 22 euros* (including shipping costs) can be sent via post and are VAT and Duty free.

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

*Maximum order values where VAT is not charged: Bulgaria - 15 euros, Croatia - 21 euros, Cyprus - 17 euros, Denmark - 10 euros, Sweden - 20 euros. All other EU countries are 22 euros.


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 note that we are currently unable to send ‘liquid’ products, such as solvents and varnish, via regular post.

Untracked International Post to Australia is currently experiencing delays of up to 4 weeks.


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

Customer Service

Please note that we are experiencing a high number of call and email volumes, currently we are responding in 2 working days and longer in some cases.


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.


SUPPLY

Our suppliers are currently fulfilling 80-90% of our purchase orders.

The pandemic has caused prolonged supply shortages on specific art materials, as well as an upward surge in demand for paints and canvases. Read our blog post for more information and for ways to minimise your time waiting.


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.

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

Shops

Our Dalston, Gloucester, and Fulham shops are open following strict social distancing measures. Customers will need to wear a mask.

For more information and opening times, see Our Shops.


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