FAQs

If you'd like to amend a recently placed order please contact our Customer Service Team on 0207 254 0077. The team are all artists themselves and know our products very well. Amendments to an order can be made right up until the point that we despatch the order. However, once an order has been despatched, we cannot amend or cancel it.

We calculate postage rates based on your location, the size, weight and value of your order, so it’s difficult to estimate a general shipping charge. To find out an exact shipping cost and about the services we have available, please add your desired items and a delivery address to your basket.  You can also find further information on our shipping page 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.

Tracking information will also be sent to you by the respective delivery company, once they have collected your order from us.

Please note orders sent by standard post cannot be tracked.

Couriers such as Parcelforce, DPD, etc. require a signature for parcels. If there is no one present to accept an order, the courier will return this to their depot and will leave a missed delivery notification.

If your order is delivered by Royal Mail and cannot fit through your letterbox, the postal agent will post a missed delivery notification through your letterbox and will take your order back to the local sorting office.

You should then contact the delivery company or sorting office to arrange a redelivery or in order to pick up your parcel.

Every time you place an order with us through your account, or write a product review, you will receive reward points.

For every £5 you spend with us, you receive 50 points, which amounts to 5p off your next order. If you purchase Jackson’s brand products, you receive double points on these items. You also receive 25 points for each product review you leave.

You can check your reward points balance in your account, just sign in and check the My Account page.

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.

Backorder / pre-order means to order an item that is temporarily out of stock. Customers in the UK can backorder / pre-order items that we regularly stock. International customers cannot backorder / pre-order items as we cannot guarantee our back in stock dates.

Your item will be dispatched once it is back in stock. Please check the product page for an estimated back in stock date. On a product page, you can also sign up to be notified once that item is back in stock.

Please note our back in stock dates are estimates and are subject to change by our suppliers.

All international orders must 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 anything from 1 week to 1 month to clear.

Yes! Gift vouchers can be used internationally.

Please note, Jackson’s Gift Vouchers include UK tax, rated at 20%. Vouchers redeemed for destinations outside the EU will only be valued at the net amount when redeemed. If buying a voucher for someone outside the EU we suggest speaking to our customer service team first.

Our website sends all orders to our head office's Mail Order system for processing, and it's your Mail Order account where Gift Voucher balances are held. All our orders are processed on this system, whether we receive them online, in the post or over the phone and email. We're working on making these gift voucher credits visible online.

However, in the meantime, you can spend them by placing your order through our Sales line. Alternatively you can contact us via email to add your credit to an order or you can leave a note in the comment section of an online order – we'll refund you the part of your payment that your voucher covers. We can also convert your gift voucher balance to reward points on your account, if you'd prefer – just let us know!