By the time your belongings reach your new country, you have probably been living out of suitcases for weeks. You may be in a rented flat with borrowed cutlery, or with family, or in a hotel. Delivery day is the day your new place starts to feel like home, and it is also the part of an international move that people plan for least.
Getting everything across the sea is the part everyone thinks about. The last few hours, when a lorry has to reach your building and a lift has to take a sofa, are where the surprises hide. Here is what happens, in order, and what to sort out weeks in advance so the day runs the way you expect.
The quick answer
After your belongings arrive at the destination port, they are cleared by customs, released, and taken by road to your address on an agreed day. A local crew, working for Gerson Moving Services’ partner in that country, unloads everything and places it in the rooms you choose. Standard delivery usually includes unloading and placement; unpacking and reassembly depend on what you booked. Most problems on the day come from access: a lorry that cannot park close, a lift that is too small, or a building with restricted delivery hours. All four can be checked in advance.
What happens between the port and your front door?
Your belongings do not go straight from the ship to your home. There are usually four stages:
- Arrival at the port. The vessel docks and the container is unloaded. For a shared (groupage) container, your belongings are then separated from other customers’ goods at a local depot.
- Customs clearance. Your paperwork and inventory are checked, and your belongings may be inspected. This can take a few days or several weeks, depending on the country and on whether anything needs a closer look. In Egypt, for example, audio-visual items add at least three weeks; in Argentina every household container is X-rayed.
- Onward transport. If you are not in the port city, your belongings travel on by road, and sometimes by a domestic ship or ferry. Our Philippines guide explains the extra one to three weeks for Cebu, Davao and other regional cities; our Taiwan guide explains which port serves which part of the island.
- Delivery. Once your belongings are cleared and released, the local crew contacts you (through your move manager) to agree a delivery date and time.
Throughout, your move manager holds the file and is the person you contact for updates. The in-country partner handles the local work, but you should not need to chase them yourself.
If you do not have a permanent address yet when your belongings arrive, they can be held in storage until you do. See for how that works and what it costs.
What should you check weeks before delivery?
Almost every delivery-day problem comes back to one of four questions. Answer them early and tell your move manager.
1. Can the delivery vehicle get to your door? The lorry that brings your belongings from the depot may be large. Narrow streets, weight limits, low bridges, gated communities and hillside roads can all mean it has to park some distance away. Tell your move manager about anything unusual about the approach to your home.
2. How big is the lift, and is there one? UK removal crews are used to carrying things upstairs, but many homes abroad are flats with a lift that is smaller than you expect. Our Philippines guide notes that older buildings in Makati, Bonifacio Global City and central Cebu often have lifts smaller than a standard UK lift. Our Taiwan guide describes lifts in some older central Taipei buildings as large enough for two people and one box, not a sofa or a wardrobe. Measure the lift (door width, depth and height) and the stairwell, and send the measurements over.
3. Does your building have rules about deliveries? Many apartment buildings abroad control when and how large deliveries happen. In Metro Manila, for example, condominium management offices regulate large deliveries, often with time-of-day restrictions, and some require you to book the service lift or a loading bay. Ask your building manager in writing what they need, and whether the removal crew needs a permit or a deposit.
4. Where can the crew park? Many cities need a parking permit or a suspension of on-street parking for a removal vehicle. Find out who arranges it (you, the building, or the local crew) and how far ahead it has to be booked.
Planning the Delivery End of Your Move?
Send your move manager your new address, your building’s delivery rules and the lift measurements as soon as you have them. They will check access with the local crew before delivery is booked, so any extra requirements are agreed in advance, not on the day.
What are access or shuttle charges, and can you avoid them?
If the delivery vehicle cannot reach your door, the crew may need to transfer your belongings to a smaller vehicle (often called a shuttle), carry them a long distance, use extra staff, or hoist large items through a window. That work costs money, and it is usually charged as a destination access charge.
The reason these charges feel like a surprise is that they are often discovered on the day. The way to avoid the surprise is to answer the four questions above before delivery is booked, so the local crew can say in advance whether a shuttle or extra staff will be needed and what it will cost. Some access charges cannot be avoided (a hillside street is a hillside street), but they can almost always be known about in advance.
When you compare quotes before booking, ask each company directly: “What happens, and what does it cost, if the lorry cannot reach my building?” Our guide to covers the other questions worth asking.
What happens on the day itself?
- The crew arrives in the agreed window and checks the access to your home.
- Your belongings are unloaded and each item is checked off against the inventory prepared when they were packed in the UK. Every box has a number, so you can see what has arrived.
- Everything is placed where you want it. Labelling rooms on the day (a sign on each door works well) saves you moving boxes later.
- Furniture is put back together where that is part of your service.
- Packing materials are removed if unpacking is part of your service.
- You sign the delivery paperwork. Before you sign, note anything missing or visibly damaged on the form.
Someone needs to be at the property for the whole delivery. If that cannot be you, tell your move manager in advance who will be there.
Who unpacks, and what does unpacking include?
That depends on what you booked. Standard delivery is about getting everything into your home and into the right rooms. If you would rather not face a house full of boxes, Gerson Moving Services offers an , where the crew unpacks your belongings, puts items away and takes the packing materials with them. It is worth deciding before the move rather than on the day, since it affects how many people the local crew sends.
How do you check your belongings after delivery?
Take your time over this, but do not leave it too long.
- Check the inventory against what has arrived. Every numbered box and item on the list should be in your home.
- Open boxes marked fragile first, and photograph any damage before you move or repair anything.
- Tell your move manager as soon as you find a problem. They will explain the next step.
- If your belongings are protected by MoveProtect move liability cover, report any issue within 30 days of delivery, with photographs and, where relevant, a repair quote. Your move manager handles the claim on your behalf. See Moveprotect for what is covered.
For the less common case where something has gone wrong on a larger scale (a serious delay, a lost item), our guide to explains the process step by step.
Frequently Asked Questions
What if my building won't let the lorry in?
Tell your move manager as soon as you know, ideally before delivery is booked. The local crew can plan a shuttle vehicle, extra staff or a different delivery time, and tell you in advance what that costs. The problems that turn expensive are the ones discovered on the morning.
Who will be there on delivery day?
A local crew working for Gerson Moving Services’ partner in your destination country unloads and places your belongings. Your move manager in the UK arranges the delivery with them and remains your contact before, during and after the day.
How long does delivery take?
Most household deliveries are completed in a single day; a large home, a long carry or a small lift can stretch it further. Your move manager will tell you what to expect once the local crew has seen the access details.
Do I need to be home for the delivery?
Someone needs to be there for the whole delivery, to direct the crew and sign the paperwork. If you cannot be there, tell your move manager in advance who will be acting for you.
What if something is damaged or missing?
Note it on the delivery paperwork, photograph it, and tell your move manager as soon as possible. With MoveProtect move liability cover, report it within 30 days of delivery, and your move manager will manage the claim for you.
What if I don't have a permanent address yet?
Your belongings can be held in storage at the destination until you are ready, and delivered once you have an address. Storage is charged separately, so tell your move manager as early as you can if your plans change.
