Welcome to Jacksons Leisure Supplies’ FAQ section. We’ve compiled answers to the most common questions about our products, delivery, payments and more. If you can’t find what you’re looking for, please don’t hesitate to contact our friendly team.
About Our Products
What types of products does Jacksons Leisure Supplies specialise in?
We specialise in high-quality outdoor leisure equipment including:
- Above ground swimming pools and accessories
- Caravan and campervan equipment (awnings, lifts, accessories)
- Camping gear (blown air heaters, absorption fridges)
- Bike carriers and racks
- Bathroom equipment for caravans
- And much more for your outdoor adventures!
Are your products suitable for professional installations?
While many of our products are designed for DIY enthusiasts, we recommend professional installation for certain items like accessibility lifts and complex awning systems. Product descriptions will indicate when professional installation is advised.
Do you offer technical support for your products?
Yes! Our Carlisle-based team has extensive knowledge of all our products. For technical queries, please email [email protected] with your product name and question, and we’ll get back to you within 1 working day.
Ordering & Account Questions
How do I create an account?
During checkout, you’ll have the option to create an account. This allows you to track orders, save your details for faster checkout, and view your order history. We never share your information with third parties.
I’ve forgotten my password – what should I do?
Click “Forgot password” on the login page and enter your email address. We’ll send you a link to reset your password. If you don’t receive the email within 15 minutes, please check your spam folder.
Can I change my order after it’s been placed?
We process orders quickly (within 1-2 working days), so please contact us immediately at [email protected] if you need to make changes. We’ll do our best to accommodate your request if your order hasn’t been dispatched.
Payment Options
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is it safe to enter my card details on your website?
Absolutely. We use industry-standard SSL encryption to protect all transactions. You’ll see the padlock symbol in your browser when entering payment details, indicating a secure connection.
Why was my payment declined?
Payment declines are usually due to:
- Incorrect card details entered
- Insufficient funds
- Your bank’s security measures
Delivery Information
Where do you deliver to?
We deliver worldwide to most countries, excluding some remote locations and certain Asian countries. During checkout, simply enter your address to confirm we can deliver to your location.
What are my delivery options?
We offer two shipping methods:
- Standard Shipping: £12.95 via DHL or FedEx (10-15 working days after dispatch)
- Free Shipping: On orders over £50 via EMS (15-25 working days after dispatch)
How can I track my order?
Once your order is dispatched, you’ll receive an email with tracking information. You can use this to follow your package’s journey. If you haven’t received tracking details within 3 working days, please check your spam folder or contact us.
What if I’m not home when my delivery arrives?
Our carriers will usually leave your package in a safe place or with a neighbour. For high-value items, they may require a signature. You’ll receive delivery attempt notifications from the carrier.
Returns & Refunds
What is your returns policy?
We offer a 15-day returns policy from the date you receive your items. Products must be unused, in original packaging with all tags attached. Some bulky items may have specific return requirements – please check individual product pages.
How do I return an item?
Please email [email protected] with your order number and reason for return. We’ll provide return instructions. For your protection, we recommend using a tracked delivery service when returning items.
When will I receive my refund?
Once we receive and inspect your return (usually within 5 working days), we’ll process your refund. Refunds typically appear in your account within 3-5 working days after processing, depending on your payment method.
What if my item is faulty?
We’re sorry to hear that! Please contact us immediately at [email protected] with photos of the issue. We’ll arrange a replacement or refund and cover return shipping costs for faulty items.
Still Have Questions?
Our friendly customer service team at our Carlisle headquarters is always happy to help. Contact us at [email protected] and we’ll respond within 1 working day.
Happy adventuring from all of us at Jacksons Leisure Supplies!