COVID-19 Updates

 

 

WE ARE DISPATCHING ORDERS

Firstly we'd like to thank our customers that have placed orders with us recently for your patience and support at this time.

You will be able to find shipping and supply updates on this page.

Dispatch

The current incredibly high demand for orders, reduced staff to maintain self-distancing, and delays in some delivery networks, means that standard orders are taking longer than normal to deliver. We are dispatching 98% of orders within 2-3 days of receiving them which has been reflected 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 depots around the country are struggling and as a result a number of postal deliveries are severely delayed.

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

98% of next day deliveries arrive the following day, however, we have listed 1-2 days to cover ourselves for the Pandemic interruptions to this service. Next day is not currently guaranteed but should leave us the same working day if ordered before 2pm.

We have stopped discounting ‘small’ order UK next day delivery charges due to the volume of next day orders that we were receiving and the impact that had on regular orders.

Customer Service

Please note that we are experiencing a very high number of call and email volumes and there are delays in response times. Please bear with us.

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 with reduced staff and this is resulting in some delays. All delivery guarantees are currently suspended, however, we are doing our best to maintain them.

We've experienced a large number of failed deliveries recently which have been returned to us. We're working through the backlog as quickly as possible, contacting everyone to arrange a re-shipment or cancellation.

We are unable to deliver via Collect Plus at this moment in time.

Parcel Force have reinstated their ‘Large’ services.

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 some manufacturers and distributions across Europe remain closed, others, with a greatly reduced team, are opening up to dispatch orders. We do not envisage any severe stock shortages across the full range but some brands are running a little low. Supply from Asia is now being affected due to local lockdowns.


OUR WEBSITE / SHOPS

Online

Our mail-order service is very busy and currently running with delays.

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

Our bespoke canvas and framing services are now operating as normal.

Dalston

Our Dalston shop is now open following strict social distancing measures.

Monday - Friday 9.00 am to 5.00 pm

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

Fulham

Our Fulham shop is now open following strict social distancing measures.

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 0207 384 3055

Gloucester

Our Gloucester shop is available for Click & Collect.

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.

Art supplies are not essential in regard to physical health but we do believe they play an important role in our mental wellbeing, especially as most people are now in isolation.

In order to facilitate a safe environment, we have closed our shops and so stopped any physical interaction with the public. Our staff are working from home where possible, our warehouse staff are operating with surgical gloves, they are under instruction to self distance and the warehouse is disinfected regularly. No one is travelling via public transport.

The current government guidelines encourage online businesses such as ours to stay open.

https://www.gov.uk/government/publications/further-businesses-and-premises-to-close

We continue to monitor government advice as soon as it is published and we will act accordingly when instructed.


Royal Mail Parcel Safety Statement

'Public health authorities have advised people receiving parcels are not at risk of contracting coronavirus. From experience with other coronaviruses, we know that these types of viruses don’t survive long on objects, such as letters or parcels. This complements the highly publicised guidance from public health authorities for people to wash their hands more often than usual using soap and hot water.'

– Shane O’Riordain, Managing Director of Marketing, Regulation And Corporate Affairs, Royal Mail


Thank you for your patience,

The Jackson’s team