Our top three questions and answers:
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.
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've 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.
Weather, pandemics, strikes, and Brexit can cause delays. For the latest delivery updates please see here.
Our website and blog are full of useful information that has been collated over the years, written by our dedicated team of artists. You can search products by name, brand or product code using the search tool in the website or blog menu. Please visit our blog here.
For any out of stock products that we know the delivery date for, we’ll show the date on the product page. If a product is out of stock and there’s no estimated delivery date, it means that we are awaiting further information from our supplier.
To be informed about when the product is in stock, please use the sign-up notification button on the product page and leave your email address. This update is automated so you will get to know before the Customer Service Team.
Our Customer Service Team operates from 9am to 5.30pm GMT, Monday - Friday. A small number of staff members will also be available to take your call from 10am to 4pm on Saturdays.
Our team are knowledgeable about art materials and are committed to offering the highest levels of care.
For urgent queries please call Customer Services on +44 (0)207 254 0077.
Please note that we are experiencing a high number of call and email volumes, currently we are responding in 1 working day and longer in some cases. Currently we are dispatching most orders within 2 working days of receiving them.
If you have a question about ordering, such as how to track your order, how to return unwanted items, or to get a shipping quote, please visit our FAQs page.