Returns & Amendments
Adding to an Order
If you'd like to alter or cancel your order, please contact us as soon as possible after ordering, ideally by phone or using the chat system on the website – changes can be made until the order is despatched, which normally happens after around 24 hours. Once an order is despatched we cannot add to or cancel it, though we are happy to exchange unused goods – these must be returned before a substitution will be made.
Damaged or Incorrect Orders
If you've received an order that contains damaged goods or is missing an item, please get in touch within 30 days (or 7 days for shortfalls) so that we can rectify the situation. The quickest way to speak to us is to call Customer Services or use the online chat function on the website, or you can send an email or a letter to our office. We'll do everything we can to put it right as quickly as possible.
Unwanted Items
If you've ordered an item that turns out to be unsuitable, you have 14 days from receipt of your goods to let us know and begin the returns process. We are happy to exchange or refund unused goods that have been returned in original, resellable condition. Please note that frames and bespoke canvases are made to measure and thus cannot be returned unless faulty.
Returns should be sent to:
Customer Returns
Jackson's Art Supplies
1 Farleigh Place
London
N16 7SX
The process is greatly sped up by the inclusion of a note detailing the issue with the goods enclosed and your account or order number.
Returning with Collect+
If you wish to return a bulkier item, Collect+ is an easy way* to send heavy parcels without visiting a post office - there are 5,500 Collect+ locations in the UK, which are generally open early until late 7 days a week. Visit this link to book and print a returns label and find your local CollectPlus store: www.collectplus.co.uk/jacksonsart
This service can be used for items up to 10kgs and a package size of 60x50x50cms (cabin bag size), for a fixed price of £4.49. Payment by credit/debit cards and PayPal. Returns sent with Collect+ generally take 3-5 working days to reach us for processing.
Once you have printed the label please check the bar code is clear and then fix securely to the external packaging. Ensure that any other delivery or returns labels have been covered or removed from the packaging. You will receive a proof of postage receipt with tracking details when you deposit your package with the store. You can track your parcel at: www.collectplus.co.uk/track
If you have any questions then please call us on 0844 499 8430.
*This service is provided for UK Mainland, Northern Ireland and Isle of Wight.