I am VAT exempt based on my location; how do I get it taken off my order?
If you are exempt from VAT based on where you live, please contact us with the following information:
The products you require
The shipping and billing address
Your VAT registration number
Your phone number
We will then send you a draft order with the VAT removed for you to complete your payment. If you are a new customer accessing your draft order, please reset the password when logging in.
I am VAT exempt because of a disability; how do I get it taken off my order?
If you are VAT exempt because of a disability, please fill out the following form and send it to email@example.com with 'Disability form VAT' as the subject line. We will then send you a draft order with the VAT removed for you to complete your payment. If you are a new customer accessing your draft order, please reset the password when logging in.Disability VAT Form
Has my order gone through?
Once you have checked out your order, you should receive an email confirmation to your email with an order ID. If you have not received this email, please check you have entered your email correctly (if not, let us know and we will amend it for you). If the email address is correct and you still have not received it (in your inbox or in your junk folder), then your order has likely not gone through. Please check if payment has been taken from your bank before contacting us to check.
What does ‘Awaiting Payment’ mean?
Once you have placed your order, our accounts team will verify all the payments as a security measure before accepting the payment. This usually only takes a couple of hours from checking out the order; if there are any problems we will be in touch.
What does ‘Awaiting Shipment’ mean?
Awaiting shipment means your order has gone through but hasn’t been picked yet. Your order will be sent down to the warehouse at this point ready for picking and then dispatch.
What does ‘Manual Verification’ mean?
Manual verification means there is an issue with your payment; this can be due to a number reasons such as the card details have been entered incorrectly or the billing address not matching the card. If we need to manually verify your payment, please have the following information ready for when we call:
The address your card is registered to
The bank your card is registered with
The name written on the card
The last 4 digits on the card
What does ‘Awaiting Fulfilment’ mean?
Awaiting fulfilment means the payment has been accepted but the order has not yet dropped into our system; this usually doesn’t take very long and there is nothing you need to do.
What does ‘Pending’ mean?
Pending usually means an item on your order is out of stock; if this is the case you will receive an email from our member of our team as soon as we are notified by the warehouse. At this point you will have the option to cancel the out of stock item for a refund, or wait until our delivery arrives. We can guarantee a speedy dispatch as soon as out of stock items arrive in with us.
I've placed an order but not received it yet. What do I do?
We are currently estimating delivery at 2-3 working days due to complications caused by COVID-19. If this time period has passed and you have still not received your item, please check on the status of your order here (include link to what the statuses mean).
Do you deliver overseas?
We can deliver some smaller selected items to mainland Germany, France or Spain. Unfortunately, if you are based further afield or require larger, heavier items (such as fridges or ovens) you will have to arrange your own courier. Here are the shipping costs for smaller items going overseas:
France (2-3 days in transit) £14.95
Germany (2-3 days in transit) £14.95
Spain (4 days in transit) £14.95
How much will delivery to me cost?
Once you have added all your items to your basket and click on view basket, scroll down to add info next to shipping and enter your postcode; a postage charge will automatically be generated based on your location and the items in the basket.
Location: Northern Ireland, Scottish Islands, Scottish Highlands. Parcel Size: Up to 30kg per parcel and 1m in length. Delivery timescale: 2 days. Cost per parcel: £24.95
Location: Channel Isles. Parcel Size: Up to 30kg per parcel and 1m in length. Delivery timescale: 2 days. Cost per parcel: £24.95
Location: Republic of Ireland. Parcel Size: Up to 30kg per parcel and 1m in length. Delivery timescale: 2 days. Cost per parcel: £24.95
Can I pay for Saturday delivery?
Yes, you can. It will cost between £30 and £35 for most items going to a UK mainland address. If you would like Saturday delivery, please contact for an accurate quote and a member of our team can arrange it for you.
Can I pay for next day delivery?
Unfortunately, not. We can’t guarantee next day delivery at the moment and so cannot accept payment for expediting orders.
I have changed my mind about my order - How do I book a return?
*PLEASE DO NOT RETURN ITEMS WITHOUT A RETURNS BOOKING NUMBER (AN RMA) * As long as your item is unused/unfitted and in the original packaging, you can return it within 14 days. Please contact us to request an RMA which a member of our team will issue for you. Once you have this, the returns address is: Jacksons Leisure Returns Department, Units 4&5 Lumina, Martindale Road, Bromborough, CH62 3PT Once the item has arrived with us safe and sound our accounts team will issue a refund, which can take 3-5 working days to go through (depending on your bank). We advise you use a tracked delivery service and take photos of a package just before it is sent off with the courier to protect yourself against any potential courier damage.
Where is my refund?
Once your order has been cancelled, it can take 3-5 working days for the money to enter your account, depending on who you bank with.
Can I make changes to my order?
Unfortunately, once an order has been placed, it cannot be amended. If you would like to add or make changes to the order, we ask that you request to cancel the order and place a new one.
How do I cancel my order?
If you would like to cancel your order, contact us and a member of your team will cancel the order and accounts will issue a refund.
Can I track my order? / Where is my order?
You can follow the link on your shipping confirmation email to see where your order is. Or, you can follow the links for all our couriers and enter your tracking number:
My item is missing with the courier - what do I do?
If you are concerned that your items have not yet arrived after dispatch, please notify us with any tracking information you have received and we will raise a search with the courier. We will then update you accordingly.
I received my item but it was damaged, what do I do?
We ask that you inspect your delivery for any signs of damage as soon as you receieve it. If there is anything wrong with your order, please let us know as soon as possible. Any item damage or courier damage must be reported within 1 working day of delivery, so we reccomend that you call us ASAP to report the damage.
I received my item but it’s faulty, what do I do?
Please let us know as soon as you can with a description of the problem and any photos if there is a physical fault. We will get in touch with our suppliers if there is a warranty claim to be made and come up with a resolution for you. Please note, warrantees for gas appliances are only valid if the item has been installed by a gas safe engineer.
Something is missing from my order
It is possible that your order has been split and so the status of you order should be ‘partially shipped’. The rest of your order will be dispatched as soon as possible. If your order is marked as ‘shipped’ but there are still things missing, please check the tracking. If it is a multi-piece shipment, it may just be that one or two parcels are still on their way. If everything is showing as shipped and marked as delivered by the courier, please get in contact with us and tell us what you are missing and we will investigate and get back to you.
Why is there is no buy button on the webpage?
If there is no option to buy on the website it is because we have run out of stock unfortunately and do not have a confirmed date from our suppliers of when it is due in.
Can I set up a trade account?
Yes, as long as you are an established company within our industry you can click the below link, please note it can take up to 7 working days for your application to be processed. If it is accepted you will then have access to all our discounted trade prices.
You can apply for a trade account below
Can I get discount on a bulk purchase?
Our prices are very competitive and so there isn’t much room for manoeuvring on price, but if you are ordering many items of a high value you can contact us and we will see what we can do. Please ensure you have a full list of all the items you require.
Can I buy online and pick up in the shop?
No, unfortunately not. If you would like to pick something up in store, you will have to pay on the day. If you would like to reserve something you have not yet paid for, we can reserve items for 24 hours before you arrive, just contact us with the item details and your name.