Ugh, when I worked in retail my company was quite annoying with delivery charges.

We were a small store so we couldn't carry everything. So a customer would walk in and want an item and so we'd have to order it.

Now here's where it gets maddening. Delivery to the customer's house was £5 or free to the store for most stuff. For large stuff it was £20. So obviously people baulked at £20 delivery so just said send it to the store thinking it would be free (as you would). This was fine unless it was something none of the stores actually carried - at which point it could only be delivered straight to their house (on paper), though you'd have it go to the store by putting that in as the address. But you'd still be charging these folks £20 to come and collect the thing themselves. I got around it by reducing something on their order by £20 and explained to them why, luckily never got pulled up on it by a manager. God it was infuriating.

Imo they shouldn't have been advertising all this online only stuff whilst not being clear on the delivery. Most people just assumed delivery was £5 or free to store, the £20 delivery for big items was well hidden. They were also very good at keeping discontinued or hardly available stock advertised on their website for years. You'd be in Manchester and the one store that had this thing a customer wanted left would be in Inverness.