What you are actually paying for

The words on your order confirmation decide how far the crew will carry your item. Here is what each level normally covers. Exact terms vary between retailers, so the confirmation always wins.

Level	Where the item ends up	Stairs	Unpacking	Typical items
Kerbside	Edge of the property or nearest safe point for the van	No	No	Baths, shower trays, paving, sheds, bulk garden goods
Threshold	Front door or just inside, ground floor	No	Rarely	Flat-pack furniture, boxed appliances
Room of choice	The room you name, upstairs included where safe	Usually	Often, with packaging removed	Sofas, beds, wardrobes, dining sets
Install or assemble	In place and connected or built	Yes	Yes	Washing machines, cookers, some furniture

Crews are trained to refuse a carry they consider unsafe, such as a narrow spiral staircase, a steep path without handrails or a lift that is too small. If that happens the item is normally left at the safest point or taken back, and the retailer will discuss options with you.

Extras you may be offered

Removal

Taking the old one away

Many retailers offer to collect an old sofa, mattress or appliance when the new one arrives. For electrical goods, retailers that sell new appliances have obligations under the WEEE regulations to help you dispose of the old one. Check the cost and whether the item needs to be disconnected and ready.

Assembly

Building it on the spot

Some furniture can be assembled by the crew or by a separate fitter on a later date. Ask whether assembly happens on the same visit, because it changes how long the slot takes.

Installation

Connecting appliances

Washing machines and dishwashers can often be plumbed in to existing connections. Gas cookers need a Gas Safe registered engineer, which is a separate booking.

Collections

Returns and exchanges

If an item is faulty or you change your mind within the cancellation period, the retailer may send the same kind of two-person crew to collect it. You will get a collection slot in the same way as a delivery slot.

What crews usually will not do

Remove doors, windows or banisters to get an item in.
Hoist items over balconies or through windows.
Move your existing furniture out of the way.
Carry items across unsafe surfaces, ice or flooded paths.
Leave goods with a neighbour or in a safe place without your agreement.

Questions to ask before you pay

Which delivery level is included, and what does an upgrade cost?
Will the item come in one delivery or several?
How much notice will I get of the slot, and how long is the window?
Can the old item be taken away on the same visit?
Who do I contact on the day if the crew is late?