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Timeline

From checkout to your living room

Most two-person deliveries follow the same six stages. Knowing them helps you spot early when something has stalled.

  1. You place the order

    The retailer takes payment and gives an estimated lead time. For stock items this may be a few days; for made-to-order furniture it can be many weeks.

  2. The item is handed to the carrier

    The retailer passes the order to its delivery partner, often a specialist bulky-goods network with regional depots. Your details and the delivery level go with it.

  3. A slot is offered

    You receive a text, email or call proposing a day, or a link to choose one. Many carriers give a time window at this point; others give the window the evening before.

  4. Reminder the day before

    A confirmation message usually arrives the evening before with the time window. If you cannot make it, this is the moment to rebook, not the morning itself.

  5. Heads-up on the day

    Many crews call or text when they are 30 to 60 minutes away. Keep your phone on and the route clear.

  6. Delivery and checks

    The crew brings the item to the agreed point. Look it over before they leave if you can, and note visible damage on the driver's device or paperwork.

Stage 3

Good news, your order is ready for delivery. Choose a day that suits you.

Stage 4

Your delivery is confirmed for tomorrow between 13:00 and 15:00.

Stage 5

Our crew is on the way and should arrive in about 40 minutes.

If stage 3 has not happened within the lead time the retailer gave you, contact the retailer. Do not wait for the carrier to get in touch.

Problems

When the day does not go to plan

Your contract is with the retailer. Under the Consumer Rights Act 2015 they are responsible for getting the goods to you, even when another company drives the van.

The slot was missed

Contact the retailer, give the order number and ask for a new date in writing. If a delivery date was agreed as essential and missed, you may be entitled to cancel and get a refund.

Tracking shows delivered, but it is not here

Check with neighbours and around the property, then report it to the retailer the same day. Goods remain at the retailer's risk until they are in your possession or that of someone you nominated.

Only part of the order arrived

Large orders sometimes leave the depot in separate loads. Ask the retailer which items are outstanding and when they will come, so you are not waiting in for the wrong one.

The item was sent to the wrong depot

Misrouting happens on hub networks. Ask the retailer for a firm redelivery date rather than collecting from the depot yourself, unless that is genuinely easier for you.

The item is damaged

Photograph the item and packaging before moving anything, and contact the retailer quickly. Signing for an item does not remove your statutory rights if it turns out to be faulty or damaged.

Nobody answers the phone

Put your complaint in writing to the retailer by email or through their website, keep a copy and set a reasonable deadline. If that fails, Citizens Advice can explain the next steps.

Free, independent help: Citizens Advice consumer guidance.