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I haven't received my order, what should I do?
I haven't received my order, what should I do?

What to check if you have not received an order.

Updated over a week ago

If you have not received your order within the estimated delivery time given during checkout, here are a few things you can check before contacting us.

Delivery Incidents

Weather, pandemics, strikes and Brexit can all cause delays.

For the latest delivery updates please see here.

Checking a Tracked Delivery

Within 24 hours from your dispatch confirmation email, you should have received a progress update from the courier. If you did not receive 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. This will contain a link to your online tracking, which you should check for any potential delivery delays or issues.

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.

Non-Tracked Delivery

If you received a dispatch confirmation email from us then your parcel is on its way. Please allow a few extra days beyond the approximate delivery time given at checkout before contacting us, as the parcel may have encountered a small delay locally, or within customs.

Should you require any further assistance, please contact our Customer Services team.

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