They didn't Item recieved was broken and only found out when the plumber arrived and opened box and found smashed toilet that had no padding in box. Was told soak had sent out a replacement express delivery and it would be with me in two days and so I booked the plumber in for the following day. It didn't arrive and so I called and was told it was out of stock so wasn't re-ordered. The plumber was booked in and said he would charge a full day as this was the second time it had happened. Soak kindly refunded the order and I went out and bought a toilet locally. Then two days later I got home to find a large box delivered and blocking our shared hallway. They delivered the toilet anyway and we did not sign for it as I would have sent it back immediately. I since sent several emails that were unanswered and ended up taking the toilet to the tip, the second trip as I had already taken the smashed one back.