STORE POLICIES

Satisfaction Guaranteed

We're committed to providing our customers with a world-class online shopping experience. You can find information regarding store policies and services below. To contact us directly, feel free to call toll-free or email us and we'll be glad to help.

If you’re not satisfied with your purchase for any reason, you may return it for a refund of the purchase price to your credit card or exchange it with another product within 30 days of receipt. Depending on product availability, items may be exchanged for another item of equal value.

Returns & Exchanges

WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE PRODUCT AND WANT TO RETURN IT?

A damaged or defective product may be returned or exchanged for the same or a like product. Jackson will provide a prepaid shipping label to cover send and return freight costs. Products are considered damaged or defective at the discretion of Jackson and require a Return Authorization (RA) number to receive shipping label.

Aside from reported damages or defects, all returned items must be in their original condition with no signs of wear, damage, dinging, or scraping and include all original packaging, manuals, warranties, accessories, etc. (if applicable).

WHAT IF I AM SIMPLY NOT SATISFIED WITH MY PRODUCT AND WANT TO RETURN IT?

If you are not satisfied with your purchase, you may return it for a refund of the purchase price or exchange it for the same or a like product.

Jackson will issue a prepaid shipping label to minimize your return cost. The cost of shipping your returned item back to Jackson will be deducted from your overall credit or refund. If your purchase was eligible for free shipping, the original shipping cost of the product(s) returned will also be deducted from your credit or refund.

All returned items must be in their original condition with no signs of wear, damage, dings or scrapes and include all original packaging, manuals, warranties, accessories, etc. (if applicable). Returned items not adhering to this policy may be subject to a restocking/handling fee.

Returns Procedure

HOW DO I MAKE A RETURN?

All returns require prior authorization from Jackson and a valid Return Authorization (RA) number. Items returned without a valid RA number will be returned to you.

Contact the Jackson Gear Advisors team at (800) 856-9801 or email us at consumerreturns@jacksonguitars.com to obtain an RA number and a prepaid return shipping label.

  • If calling, please have your order number ready, as well as the name on the credit card used in the transaction.
  • If emailing, please include your order number as well as the name on the credit card used in the transaction in your email.

After receiving your RA number and return shipping label, place the merchandise in its original packaging and apply the shipping label to the box, ensuring that the RA number is on the label.

Send returns to:

Jackson/Charvel Manufacturing, Inc.
ATTN: Online Returns Dept.
Fender EMEA
Unit 8, The Felbridge Centre
East Grinstead, West Sussex
RH19 1XP, United Kingdom

Jackson will process refunds within 7–10 business days of receiving the returned item(s). Refunds may not appear on your credit card statement until the following billing cycle.

Exchanges and replacements are subject to product availability. You will be issued a refund for items that are no longer available or for which there is no satisfactory replacement.

Change or Cancel Order

We strive to ship your order as soon as possible after it has been placed. Provided that the shipping process of your order has not been initiated, we will be happy to attempt to change or cancel your order for you.

Unfortunately, if the shipping process has been initiated, we are not able to change, cancel or stop the shipment. Upon receipt, however, you may return the item (subject to the return policy terms). Visit our Store Policies page for more information about our return and exchange policy.

To request a cancellation or change to your order, please call a Jackson Gear Advisor at 0333 200 8765

Thank you for your consideration. 

Shipping

NOTE: All orders are subject to review, product stock, and product inspection to guarantee the best possible quality. Jackson is not responsible for late shipments caused by weather, carrier delays, or any other causes beyond our control. Actual delivery times may vary depending on your location.


STANDARD Shipping

UK Mainland Addresses Only: 3-5 Business Days

All Orders
Select Standard Shipping in check out to calculate shipping rate.

STANDARD GROUND
ORDER VALUE SHIPPING COST
3 - 5 Business Days
Orders Under
GBP 49
GBP 4.99
Orders Over
GBP 49
FREE

EXPRESS Shipping

UK Mainland Addresses Only: 2-3 Business Days

All Orders
Select express shipping in checkout to calculate shipping rate.

EXPRESS GROUND
ORDER VALUE SHIPPING COST
2 - 3 Business Days
Orders Under
GBP 499
GBP 25
Orders Over
GBP 499
FREE


NOTE: Please anticipate 40 to 60 days for deliveries to all Armed Forces shipping addresses.

Back Orders

In an effort to better serve you, we are currently only taking orders for items that are in stock and ready to ship to your door.

If the item you are interested in is in stock, you will be able to place it in your shopping cart and continue to check out.

If the item is out of stock, you will not be able to add it to your cart and a “Notify Me When This Arrives” button will appear on the product page. Click the “Notify Me When This Arrives” button to sign-up and receive a back-in-stock email notification when the product is available again.

How to Order

Ordering online from JacksonGuitars.com is easy! Simply choose the items you wish to purchase and add them individually to your shopping cart. Each time you add an item, you'll be able to view the entire contents of your cart and order subtotal. When you are ready to checkout, click the “View Cart” button and proceed to the secure checkout area. When ordering online, your credit card will not be charged until your order has shipped.

International Orders

While we truly appreciate your interest we are only able to accept orders and ship to customers in UK, Germany and France at this time.

If you want to place an order for another country, please use the Country Selector located at the bottom left of the page to redirect you to the correct web site. Please Note: Not all countries are currently able to take orders.


Pricing, Payments & Taxes

The following terms apply to your purchase from Fender (EDC) BV, Prins Bernhardplein 200 1097 JB Amsterdam through our UK store.


All prices are in Great British Pounds and are subject to change without notice. The right to adjust the prices does not apply to orders that have already been checked out. We currently accept UK Visa, Visa Debit and Mastercard credit cards for online. When you order through our secure online shopping cart, or through our customer service team over the phone, we do not charge your credit card until the date we ship your merchandise to you.


All orders are subject to verification and acceptance before shipping. The applicable VAT is calculated at the current rate of 20%. This value is included in the product price that you see displayed on the website. The only category, which is exempt from VAT, is children's clothing.


Questions can be directed via phone through Consumer Relations at 0333 200 8765 or email us at contactemea@jacksonguitars.com . or by mail to Fender EDC BV Prins Bernhardplein 200 1097 JB Amsterdam The Netherlands. These terms will be governed by the laws of the Netherlands.


Your Privacy

While we truly appreciate your interest we are only able to accept orders and ship to customers in the United States at this time. Fortunately, most items featured on JacksonGuitars.com may also be purchased from local Jackson dealers in your country or region. Please contact the Jackson Distributor in your area for help finding a store or dealer near you

Contact Us

For further assistance, contact the Jackson Gear Advisors team at 0333 200 8765 or email us at contactemea@jacksonguitars.com. Hours: Monday–Friday: 9:30 a.m. to 5:30 p.m. GMT