Help and Advice
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 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.
Weather, pandemics, strikes, and Brexit can cause delays. For the latest delivery updates please see here.
If you have selected the tracked delivery option for your order, you can find the tracking information in the My Orders section of your account. Please sign in and click through to My Account. You will find a tracking link here if a trackable service was used. Please allow up to 24 hours from the time you receive your dispatch confirmation email before tracking.
You will also receive tracking information from the respective delivery company once they have collected your order from us.
We track all orders with a value over £30 that are shipped to the US or Canada and all orders with a value over £50 that are shipped to the rest of the world.
Please note orders sent by standard post cannot be tracked.
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.
We calculate the cost of shipping based on your location and the size, weight, and value of your order. To find out exact shipping costs and options, please add your desired items to your basket and enter your delivery address. You can also find further information on our shipping page here.
Some international orders, depending on their value, are required to go through customs in their destination country before they are handed to the local post or delivery company to complete. The customs clearance process varies from country to country and can take some time to process. It is recommended that you check your local customs office for more information. Please hold tight, the parcel should start moving again after a few days.
Courier services such as Parcelforce, DPD and APC require a signature for parcels upon delivery. Please note, that due to Covid-19, the parcel will be signed for by the courier rather than the customer. If there is no one present to accept the order, the courier will return the parcel to their depot and will leave a missed delivery notification.
If your order is delivered by an untracked postal service and cannot fit through your letterbox, the postal agent should leave a missed delivery notification and will take your parcel back to the local sorting office.
You should then contact the delivery company or sorting office to arrange a redelivery, or arrange to collect your parcel.
We are unable to cancel or make changes to orders after they have been placed. This is because your order may have already been dispatched from our warehouse.
However, if you would like to amend your order immediately after placing it, or if you have made a mistake with your order, such as an incorrect delivery address, please get in touch with our Customer Service team as soon as possible.
To return any unwanted items for a refund, please follow the instructions here.
For up-to-date information about your order, please visit our page here. It includes all current information on dispatch and delivery delays due to COVID-19 and Brexit in case your order applies.
If you wish to speak to our Customers Service team you can find our contacts here.
Every time you place an order with Jackson's through your account or write a product review, you will receive reward points.
For every £1 you spend with us, you’ll receive 10 points. 1000 points gives you £1 credit to use on your next order. You’ll receive double reward points on Jackson’s own brand products, as well as 25 points for each product review you leave.
Your balance can be checked by visiting the My Account section of the site: sign in to see a link to this in the top right corner of your screen.
To redeem your reward points; click on My Basket, followed by Edit Basket, open the drop-down menu to find your reward points, enter the amount of reward points you would like to spend, and finally, click Apply Points.
Please note that points can only be used once and cannot be exchanged for cash. If you place your order through guest checkout and not through your account, you will not receive any reward points.
Please visit the product page to find a ‘due’ date and to sign up to receive a back in stock notification.
Please note our ‘due’ dates are estimates and are subject to change by our suppliers (due to product availability).
Yes, our Gift Vouchers can be used internationally.
Please note, Jackson's Gift Vouchers include UK tax (rated at 20%). Vouchers purchased for other destinations will have the sales tax applied for that country if applicable.
To find out the remaining balance of your Gift Voucher, please get in touch with a member of our team here.
You can spend the remaining credit of your Gift Voucher by placing your order with a member of our team. We can also convert your Gift Voucher balance to reward points on your account, so that you can apply these to your next order at your convenience.
For information on how the UK’s departure from the EU affects our customers, please visit our page here.