- 5267-214-392
- customerservice@higherjump.co.uk
- Sales@higherjump.co.uk
Higher Jump Logistics End Consumer Policy 2026
Higher Jump Logistics is committed to providing a professional, reliable, and safe delivery service. These End Consumer Policies explain how deliveries, collections, customer responsibilities, complaints, damages, returns, and additional services are managed. By accepting a delivery booking or delivery slot, customers acknowledge and agree to the policies outlined within this document.
1. DELIVERY AND COLLECTION SCHEDULE IN UK AREAS BY POSTCODE
1.1 Order Processing
Orders are scheduled within two working days (48 hours) of arriving into our warehouse and delivery network.
1.2 Delivery Zones
| Zone | Coverage Area | Expected Delivery Time |
|---|---|---|
| Zone 1 – Mainland UK (Primary Coverage Area) | Primary delivery areas covering the majority of mainland UK, including London, the Midlands, South East England, East Anglia, Yorkshire, and surrounding regions. | Within 5 working days |
| Zone 2 – Wales, South West & Northern Regions | Including selected areas of Wales, South West England, Northern England, and Southern Scotland. | Within 14 working days |
| Zone 3 – North East Scotland | Including: AB DD KY FK | Within 14 working days |
| Zone 4 – Scottish Highlands | Including: IV PH PA KW | Within 20 working days |
| Zone 5 – Remote Areas | Including: HS ZE BT Republic of Ireland Isle of Man Channel Islands | Deliveries are completed through pallet networks or approved third-party couriers. Customers will be contacted directly to arrange delivery. Delivery timeframes may vary depending on location and carrier availability. |
1.3 Delivery Slot Notifications
Delivery slots are normally issued one working day prior to delivery through:
- SMS/Text Message
Customers are responsible for ensuring that their contact details are accurate and up to date.
1.4 Availability During Delivery
Customers must:
- Be available during the agreed delivery slot
- Ensure access to the property is available
- Remain reachable by telephone
Failure to be available may result in a failed delivery.
1.5 Rescheduling and Cancellations
Requests to amend or cancel a delivery must be received before 5:00 PM on the day the delivery slot notification is issued.
Late amendments may result in failed delivery charges in accordance with supplier policies.
2. END CONSUMER POLICIES EXPLAINED
2. END CONSUMER POLICIES EXPLAINED
2.1 Customer Communication
Customers may communicate with Higher Jump Logistics through:
- Telephone
- SMS/Text Message
2.2 Access Requirements
Customers must provide advance notice of:
- Parking restrictions
- Controlled access locations
- Business operating hours
- Stair access
- Lift availability
- Any known delivery restrictions
Failure to provide accurate information may result in delays or failed delivery charges.
2.3 Parking Requirements
Customers are responsible for:
- Providing parking permits where required
- Arranging suitable unloading areas
- Informing the planning team of parking restrictions
If safe and legal parking cannot be secured, delivery or assembly services may be refused.
2.4 Delivery Team Requirements
Third Floor Deliveries Without Lift Access
A standard two-man delivery team can safely carry goods weighing up to 80kg to a third floor without lift access.
Heavier items may require additional personnel or specialist arrangements.
2.5 Assembly Services
Unpack, room-of-choice, and assembly services are only available when purchased through the supplier at the time of ordering.
These services cannot always be added on the day of delivery.
2.6 Insurance and Liability
Higher Jump Logistics takes reasonable precautions to protect customer property and goods during delivery excluding the below.
Customers should:
- Protect flooring where necessary
- Remove fragile items
- Ensure safe access routes are available
2.7 Photo and Video Evidence
For quality assurance and dispute resolution purposes, delivery teams may record:
- Delivery completion photographs
- Access condition photographs
- Damage evidence
- Failed delivery attempts
This protects both customers and the logistics provider.
2.8 Zero Tolerance Policy
Higher Jump Logistics maintains a professional working environment.
The following behaviour will not be tolerated:
- Verbal abuse
- Threatening behaviour
- Harassment
- Aggression
- Discrimination
Such behaviour may result in:
- Immediate cancellation of services
- Refusal of future services
- Further action where appropriate
2.9 Customer Responsibilities
Customers are responsible for:
- Being available during delivery
- Providing accurate delivery information
- Ensuring clear access
- Arranging parking where required
- Protecting flooring and valuables
- Communicating any access concerns in advance
3. PREPARE YOUR HOME FOR FURNITURE DELIVERIES
3.1 Measure Access Points
Customers should check that ordered items can pass through:
- Doorways
- Hallways
- Staircases
- Lifts
- Internal room entrances
3.2 Clear Access Routes
Prior to delivery customers should:
- Remove obstacles
- Move furniture where required
- Remove rugs and fragile items
- Create a safe route to the delivery location
3.3 Arrange Suitable Parking
Customers must:
- Arrange permits where required
- Ensure suitable unloading access
- Inform us of any restrictions
3.4 Remain Available
Customers should:
- Be present during the delivery slot
- Keep their telephone switched on
- Remain contactable throughout the delivery window
3.5 Protect Property
Customers are encouraged to:
- Cover flooring if required
- Protect walls and corners
- Remove valuable items from delivery routes
Delivery teams may wear safety footwear throughout the delivery process.
3.6 Inform Us About Restrictions
Please advise us in advance of:
- Narrow access points
- Multiple staircases
- Lift restrictions
- Business operating hours
- Any unusual access concerns
3.7 Delivery Day Expectations
Customers should:
- Ensure access is clear
- Guide the delivery team if necessary
- Inspect goods upon arrival
- Report concerns immediately
4. REFUNDS, DAMAGES, RETURNS AND COMPLAINTS GUIDE
4.1 Inspecting Goods
Customers are encouraged to inspect goods upon delivery whenever possible.
Please check for:
- Visible damage
- Missing items
- Packaging concerns
- Incorrect products
4.2 Damaged Goods
Any damage must be reported within 24 hours of delivery.
Reports should include:
- Photographs of damage
- Photographs of packaging
- Order details
- Brief description of the issue
Claims submitted outside this period may not be accepted.
4.3 Returns
Returns are generally managed directly through the retailer or supplier.
Customers should:
- Contact the supplier directly
- Follow retailer return procedures
- Await return authorisation where required
Higher Jump Logistics cannot authorise refunds.
4.4 Refunds
Refund decisions are made by:
- Retailers
- Suppliers
- Product sellers
Refund processing times vary depending on supplier policies and inspection outcomes.
4.5 Complaints Procedure
Complaints relating to:
- Delivery service
- Driver conduct
- Delays
- Damages
- Communication
should be submitted with:
- Order reference
- Delivery details
- Supporting photographs where applicable
All complaints are reviewed fairly using delivery records, driver reports, customer communication, and photographic evidence.
4.6 Failed Deliveries
A delivery may be considered failed if:
- Nobody is available during the agreed slot
- Access restrictions prevent delivery
- Parking arrangements are unavailable
- Incorrect information has been supplied
- Delivery is refused
Additional charges may apply in accordance with supplier policies.
4.7 Consumer Rights
Nothing within these policies affects your statutory rights under applicable UK consumer protection legislation.
Customers may have rights relating to:
- Faulty goods
- Damaged goods
- Incorrect goods
- Repairs
- Replacements
- Refunds
These rights are typically exercised through the retailer or supplier from whom the goods were purchased.
Contact Us
If you have any questions about the policies in place, please connect with us at below :
customerservice@higherjump.co.uk
Telephone
01604 312780
Office Hours
Monday to Friday - 9:00 AM to 5:00 PM
This policy ensures transparency, protects both parties, and upholds the quality of service provided by Higher Jump Logistics. Thank you for your cooperation and understanding.