FAQs – The Jacksons

Frequently Asked Questions

Here are some answers to popular questions about our brand and products. Looking to get in touch or have other questions not listed? Contact us here

Yes! Please add your request for gift wrapping, and personal note, under “order note.” in “cart,” before checking out online.
We'd be delighted to facilitate a preorder, if your requested item is currently in production.
Alternatively, we are often able to reproduce historic designs for an additional fee of thirty-five pounds, plus the cost of the bag and postage. We look forward to hearing from you at hello@thejacksons.co.uk !
Please email hello@thejacksons.co.uk with your request for a unique bag, based on our existing fonts, colours, and bag, or beaded, styles.
Please write to us at hello@thejacksons.co.uk for help with any product issues! If your bag is less than a year old, please provide a receipt and we will be happy to facilitate complimentary repair. Otherwise, we offer a repair service for thirty-five pounds, plus postage.
Each bag has specific dimensions listed in the “Details” dropdown on the product page.
We’ve also separated the bags into collections according to size, whether you’re looking for a large shoulder bag, a smaller shoulder bag, a crossbody or a handbag. Get in contact with us if you’d like further guidance.

UK: We offer free collection in-store on all orders. Deliveries often take 1–2 working days to arrive. Our standard delivery is Royal Mail Tracked24. Express next-day delivery is also available on orders placed before 12pm, choose DPD Next Day at checkout.
Rest of World: We offer international delivery, which usually takes 5–10 working days. The cost is calculated at checkout depending on the country you're in.

Due to global supply chain challenges, shipping times cannot be guaranteed.
Standard UK shipping is £4.50. International shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.
Yes, we offer free shipping for domestic orders over £150.
Yes, we ship globally.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
Cost of import duties and VAT will be included in the shipping costs to Europe.

Goods purchased in store and online can be returned or exchanged within 14 days of purchase with a valid receipt, unworn and in perfect condition. Sale items are sold as seen and cannot be refunded or exchanged. This does not affect your statutory rights.
When returning in store, please bring the card and order number with you, and we will process your refund.
When retuning by post, please carefully package all items, including the order number and reason for return. Please email hello@thejacksons.co.uk with these details, and we will process your refund when we receive the items. Please note, in-store purchases cannot be returned via post. Please note that we do not accept returns on sale items.
A refund request can be submitted within 14 days after the purchase has been made.
From 20th November 2025, a £3 returns fee will apply to all orders. This means that any orders returned on or after this date will incur the fee, which will be automatically deducted from your refund when we process your return.
Why We're Making This Change: We are charged transaction fees for the purchase and return of items. While we will continue to cover the majority of this fee, and the cost of handling and repackaging, your £3 contribution will help us to maintain the quality and craftsmanship you expect from The Jacksons. Thank you for your continued support in making considered choices.

Please check our Terms of Service to see if you're eligible for a refund.
All shipping costs for the return of items, unless faulty or damaged, are handled by the customer. If you are returning a damaged or faulty item, please get in touch with us at hello@thejacksons.co.uk and we will organise the return shipping.

All our products are subject to quality control. Due to the handmade nature of our products, no two pieces are identical and slight differences of colour or shape are to be expected.
Please get in contact with us at hello@thejacksons.co.uk if your items are faulty or damaged, and we will replace or exchange the item. This works on a case-by-case basis.
Please write to us at hello@thejacksons.co.uk for help with any product issues! If your bag is less than a year old, please provide a receipt and we will be happy to facilitate complimentary repair. Otherwise, we offer a repair service for thirty-five pounds, plus postage.
Use slightly damp brush or cloth to remove dirt. Colour may bleed when wet therefore please take care when in contact with any liquid. If your bag does encounter any liquid, please lay flat to dry away from direct sunlight. As this is a natural product and natural dyes the colour may fade when in direct sunlight for long periods over time.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort from brands like Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.
We accept payments from major credit card companies like Visa and Mastercard, but not American Express in-store.