Delivery & Returns
All orders will be delivered to the address you provide at the time you place your order. If your delivery details change please contact our customer service department by e-mail. Please note once goods have been dispatched we cannot change delivery details or accept a cancellation. Dispatched goods can be returned in line with our 14 day return policy. Any items refused upon delivery may be subject to an additional cancellation/return delivery fee.
Our ‘Free Delivery’ service is for orders £50 and above for customers with mainland UK addresses that are not located in Grampian or Highland areas. Orders made for delivery to Highland or Grampian areas will be required to pay an additional surcharge. We can deliver to the Channel Islands, Isle of Man, Orkney, Shetland, Scottish Islands, Northern Ireland or the Republic of Ireland but a delivery surcharge will be required for these areas. All goods must be signed for by an adult aged 18 years or over upon delivery.
Delivery charges and estimated timescales are specified in the Delivery Information section. We make every effort to deliver goods within the estimated timescales, however, delays are occasionally inevitable due to unforeseen factors. We are under no liability for any delay or failure to deliver the products within the estimated timescales.
The risk of loss and damage of products passes to you on the date when the products are delivered or the date that the first delivery is attempted by us.
Delivery is to the nearest kerbside of your address. Some drivers are happy to take items to your front door or into the property upon request, but this is at their discretion and we cannot guarantee that they will do this. We cannot be held liable if any damage occurs as a result of items being taken into the property.
Please note that Higherground strongly advises that you do not book your fitter until you have received and checked your order. As we are not liable for any installation costs or lost wages.
When your order is ready to ship we will advise you prior to delivery by e-mail. Please ensure someone is available to receive your order at the nominated address. If you are unavailable on the specified day our delivery agents will return your order. Failed deliveries will be returned to a local depot and leave a calling card. Please contact us directly by email to arrange re-delivery. If we do not receive an instruction to arrange re-delivery, the goods will be returned to us.
Where possible we will always group your order and ship it together, however, this is not always possible we reserve the right to dispatch items separately.
Standard free delivery
For all Mainland UK orders, we offer a weekday delivery service. Our delivery service takes place between 9 – 5.30pm Monday to Friday only. Please be aware it is not possible to offer time windows or advanced calls on this service.
Morning & Saturday delivery
Some customers find it hard to take a day off work or be home all day. With this in mind, we offer a chargeable weekday morning or Saturday service. More information can be found in our delivery section and prices for these options are shown at checkout.
Sometimes things happen and orders are returned to us. In these instances, we reserve the right to charge a re-delivery fee. Failed deliveries for which a refund is subsequently requested are subject to an administrative fee.
We offer a 14-day satisfaction guarantee on all standard stock items; all you need to do is arrange delivery within 14 days of the date of delivery. Returned items must be received as new.
Some customers choose to use their own carriers for returning items. Please ensure goods are returned within 14 days of the original delivery date.
All returns must be received as new in a merchantable condition. We are sorry to advise we cannot take any responsibility for damaged or lost items sent back by customers using their own carriers. The ownership & responsibility of any items being returned remains the customer’s responsibility until the item has been signed for by our warehouse team. We strongly recommend that customers insure items they are returning to cover for any eventuality.