We use cookies on our site to make sure we give you the best service possible. To give your consent, carry on shopping, or find out more about cookies here.

Ok

FAQs

Placing Your Order

How and when can I order?

You can order your item through this website or from one of our friendly customer advisors. You can contact our friendly UK based call centre, Monday- Sunday, 8am-10pm on 0344 324 9222

What's the cut-off time for next day delivery?

Cut-off for Next Day Delivery will vary depending on your location. To ensure you get the best possible service, we stagger the cut-off time for next day delivery from 5pm right up until Midnight. You’ll be able to see if Next Day Delivery is still available when you place your order.

What are my delivery options?

You can choose a home delivery option, which lets you have your order delivered to an address of your choice. Some eligible items also let you choose Click + Collect, where your order is delivered to a local store. The days available for your delivery will be clearly marked in the basket. Your delivery options are dependent on the products selected and your delivery postcode. For some computing products where you choose standard delivery, you will be provided with the date your product will be delivered by, and we will keep you updated with further information.

Can I have an invoice?

Yes. You can email your invoice to yourself on the 'Track Your Order' page. If you still need help, just get in touch.

How do I know if the item will fit?

We try to list the full dimensions for every item. If for any reason the item you want doesn't have dimensions, please call our customer advisors on 0344 324 9222

It's important to note that the item dimensions don't include any protruding features such as controls and handles etc. Item dimensions represent the casing of the item only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate.

Will I receive the exact model shown? 

Images of the items shown on our website are for illustrative purposes only. We've made every effort to display all item colours accurately. However we can't guarantee that all the images displayed on your device will accurately reflect the true colour of the item delivered to you. 
Please be aware that colours may differ between manufacturers.
Whilst every effort has been made to ensure that item specifications are correct on the website, due to continual item development through research & design, specifications may change without notice.

When do you confirm my item is available?

Item availability dates are displayed on the website for you to select a day that best suits you. You'll then either receive a confirmation email, or, a member of our team will contact you within 48 hours to agree a convenient delivery day and confirm that the stock is available.

Can I return an item I don't want?

If you're not happy with your product, just let us know within 30 days of delivery and you can return it for free. It's important you do not use or install your item, or we'll have to deduct up to 45% of its value from your refund as we cannot resell it as a new item. We're happy for you to unpack the product and inspect it properly. We'll refund you in full for items which haven't been used, if you let us know you want to return within 30 days of delivery. Please note, software can not be returned. 

What if my item is faulty?

If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights. 

Will my item have a warranty?

The manufacturers will supply a warranty in addition to your rights under the Sales of Goods Act. In most cases you'll receive a 1 year warranty covering all parts and labour, or in some instances, it may be extended to 2, 5 or even a whopping 10 years by the manufacturer. You may need to register to qualify for these promotions – please check with one of our team.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered. 

What's your Christmas returns policy?

We want to make Christmas as easy as possible for you. Whether you're buying gifts for others or a treat for yourself, any unused products bought between 16th November 2016 and 24th December 2016 can be returned up until 31st January 2017.

I'm eligible for a promotion, how do I claim it?

For Buy More & Save or AO cashback promotions, we’ll email you a link to your claim form along with your invoice. You’ll receive this within 72 hours of your delivery. Claiming is simple - just fill in the form and we’ll have the money to you within 21 days. If you can’t find your email, make sure you check your junk mail.

If you’re eligible for a promotion from a manufacturer, head over to your product information page on ao.com for details on how to claim. Alternatively you can visit our Help & Advice section and the Latest Promotions page.

Paying For Your Items

Which payment methods can I use to place my order?

You can use Visa, Visa Debit, American Express or MasterCard or PayPal. Orders of £249 or more are also eligible for our Pay on Finance option, but not if you use the Click + Collect service.

Does it cost me any extra to use PayPal?

No, PayPal is completely free. However, it can only be used on online orders, not telephone orders. 

Is it safe to send my debit/credit card details over the web?

Yes. We encrypt (safely lock in our system so no one can see) your payment card details using industry standard SSL technology to ensure they are completely safe.

If I don't want to pay online, what do I do?

Simply telephone our friendly call centre on 0344 324 9222 and one of our advisors will be happy to process your order by telephone using your payment card.

Payment for your Order

Authority for payment must be given at the time of your order. Payment will only be taken once your delivery date has been agreed.

Discount Codes

Why isn't my discount code working?

Voucher codes will be available for a specific time period. Please check the expiry date and that you’ve entered the code correctly. A common error is an extra space if you're copying and pasting the code. Codes aren’t case sensitive so it’s fine to use capital or lower case letters.

Can I use a discount code if I order on the phone?

Yes, if it's a discount code that you've seen on our website. Please let our friendly customer advisors know that you have seen a discount code so that they can add this to your basket. If it is a unique discount code that you've received via an email, then it will need to be redeemed online as it isn’t valid for orders placed over the phone.

Can I use more than one discount code on my order?

No. Sorry, only one voucher code can be used per transaction. Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like.

Can I use a discount code with Price Match?

Discount codes can't be used in conjunction with Price Match. We'll happily honour whichever option gives you the biggest savings on the listed selling price. 

Can I use my discount code more than once?

Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like. 

Where do I enter my discount code?

The discount code box can be found at the bottom of your basket. Simply type or copy and paste your code into the box and click apply. Your total will update to include your discount saving. Please be aware, you must enter your discount code in the basket as you can't apply it later.

Where can I get a discount code?

From time to time we’ll offer discount codes across the site. This will be clearly visible on our homepage and on the specific product page that the discount applies to. Sometimes we may ask for your email address in order to receive a unique discount code. We will use your email address to inform you about our latest promotions and offers. You can unsubscribe from these emails at any point.

I'm a new customer and I received a £20 discount code. How do I use it? 

You'll be able to use your £20 discount when you place an order of £299 or above. Simply enter your code in the basket and your discount will be applied automatically. 

Cashback

How can I claim cashback?

We offer both manufacturer cashback and our own cashback promotions.
To claim a manufacturer's cashback promotion, we'll let you know what you need to do at the checkout. This usually requires filling out a claim form on the manufacturer's website. When we offer our own cashback promotion, we'll send you a claim form, by email, within 5 days of delivery. Simply fill this in, within 14 days, and we'll send your cashback via BACS. This should be within 21 days of receiving your form.

Do I need to know anything else about cashback?

All promotional products are subject to availability while stocks last. We also reserve the right to void amend and/or change this promotion at any time.

How do I claim my Buy More and Save offer?

If you’re eligible for “ Buy More and Save", we’ll email you a claim form within 5 days of your delivery. You’ll need to submit that form to us and we’ll process your payment by bacs transfer. You can read more about both of these promotions on our Promotions Explained page.

Prior To Delivery

What do I need to do before my delivery arrives?

We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new appliance will get to its new home in your house. It’s a good idea to move your car off your drive, furniture that could get in the way, or even take pictures down that could get knocked during delivery. If we’re disposing of an item for you, make sure that it’s ready for us to take.

Last but not least, make sure you keep an ear out for phone calls or knocks at the door. It could be your delivery!

Where can you deliver?

We'll deliver items to addresses within mainland UK FREE of charge using our flexible delivery service.
* Delivery to Northern Ireland is charged at £10 for small appliances and £15 for all other products, and we can only deliver selected Computing products to Northern Ireland at this time.

* Unfortunately, we can't deliver to you if you're located in the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland.

Who will deliver my item?

Our large products are delivered by our in-house 2 man logistics company, AO Logistics. For smaller items we partner with DPD. If your order is being delivered by DPD, we will let you know the night before, so you are fully informed on the delivery process. For deliveries to Northern Ireland and other selected postcodes, we partner with delivery specialists for the location. 

What time will my delivery be?

If you've provided a mobile number, you'll receive a text message and email on the morning of your delivery letting you know the timeslot estimated for your delivery. Our deliveries start at 7am, so if yours is due before 9am, we'll send you your text message a bit earlier, at around 6.30am. To keep up to date with any changes on your delivery day, you can track your order at ' Track Your Order’. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.

Can I track the status of my delivery?

To help you plan your day without having to waste time waiting around. The Track Your Order service is available from the time you complete your order and can be accessed through the website, your Order Acknowledgement Confirmation email or by visiting ' Track Your Order’.

How do I find out when my item will be delivered?

We confirm this to you at the point of choosing your delivery option. In the few cases where we can't confirm this at the point of order, a member of our team will contact you to agree a convenient delivery day and confirm the stock is available. On selected Computing products, you'll be given the latest possible delivery date when you place your order; these items will be delivered with DPD Precise. With DPD Precise you'll receive a text the day before delivery to allow you to choose a one hour timeslot for your delivery. For all other deliveries you'll then receive an email and an SMS when your order has been dispatched with information on how you can track your order. Your expected timeslot will then be sent to you on the morning of delivery.

What happens if you can't deliver?

Occasionally we may experience delivery restrictions in your area beyond our control. For example, bad weather closing roads. 
We'll always try our best to deliver and if we think your order may be affected, we'll block out those dates in your delivery calendar.

What if I'm in a hurry?

If you’re in a real hurry to get your product, we offer a swift Next Day service. The cut-off date for next day delivery does vary depending on your location, so make sure to check this out before you buy. Selected Computing products also qualify for Express delivery, which will get your order to you before 10.30am the following day. Again, cut off times can vary depending on your location, so check it's available before you buy.

How much does delivery cost?

We offer FREE standard delivery regardless of how many items you have in an order. Or you can choose our other delivery options to create a package which fits in with your busy lifestyle. For kitchen appliances and TV/Audio products, you can choose a 4 hour time slot from an additional £4.99. Occasionally we may offer these paid for delivery options at a discounted rate. These promotions will be clearly stated on the website.

What is Eco Delivery?

Choosing an eco delivery day simply means we are already in your area. You can do your bit for the environment by selecting this day, that way you help us reduce the traffic on the roads and save fuel. Together we're cutting carbon emissions.


Can I choose a delivery slot?

Delivery slots are great for making sure your new appliance arrives when you’re at home. You can choose from morning and afternoon time slots for an extra cost, and we’ll arrive with your delivery at a time that suits you. However, it’s important to remember that this option isn't available if you've paid for a cooking product to be connected. This service isn't available on all Computing products either, but if you choose Express Delivery, your order will be with you before 10.30am the following day.

Can I change a delivery date I have already agreed to? 

Yes, you can change your delivery date up to the day before using the 'Track Your Order’ page. If you need help, just give us a call on 0344 324 9222. On selected Computing products, you'll be able to change your delivery date with our trusted delivery partner, DPD, once you've had the confirmation SMS and email. You’ll be given 4 options to choose from. You can change the delivery to a later date that suits you, ask for your order to be left with a neighbour, in a safe place or at a local Click and Collect store. Simply reply to the SMS or email with your chosen option and DPD will take care of the rest.

Will it cost to change my delivery date?

When you place your order, your delivery price has been secured. This means that if you need to delay your delivery, we can change it to a time that suits you at no extra cost. 

Can I change my delivery timeslot?

Unfortunately not, as your delivery time has already been planned into your driver’s route. If you don’t think you’ll be at home to sign for your delivery, give us a ring and we can re-schedule delivery for another day. Not available for the whole day? We can offer you your very own timeslot. Simply choose from morning, lunchtime or afternoon delivery timeslots during checkout, and the charge will be added onto your purchase. On selected Computing products, you won't be able to choose a timeslot.

Can I change my delivery address?

If you have ordered a Kitchen Appliance, TV and Audio, or selected HP or Apple Computing product, you can give us a call before 5pm on the evening before delivery and we will be able to change your delivery address for you. If you have ordered any other Computing product, we are unable to make any changes to your order once it has been placed. Selected Computing deliveries will be made by our trusted delivery partner, DPD. If the address is not correct you can use DPD's SMS and email service to have your order delivered to a neighbour or a local Click and Collect store. Simply reply to the SMS or email with your preferred option and DPD will take care of the rest.

When I order more than one item, will they all be delivered at the same time?

We always try to deliver all your items together to make things as easy as possible for you. However, sometimes items will be delivered from different warehouses so will arrive separately. You can track your delivery to stay up to date with when your items will be delivered. If you need to change your home delivery options on a DPD order, their in-flight options let you choose a different delivery date, deliver to a store, leave with a neighbour or leave in a safe place.

Why can't I have the delivery date I want?

With kitchen appliances and TV/Audio products, you'll be able to choose your delivery date in step 2 of the checkout process. You'll see the dates available over the next week, and you can view up to 5 weeks ahead. Available dates will be shown with the price for delivery. To give you the best possible service, the dates shown are based on your postcode and the availability of our drivers. Some days and times are more popular than others, and unfortunately at peak times of year you may find that dates get booked up quickly. Our checkout calendar is updated constantly to give you the next available options. On selected Computing products, we can't guarantee a date for our standard delivery, but you can change it once our trusted delivery partner, DPD, confirm your date.

Can I amend my delivery details in my account?

You can amend your delivery details before your delivery day by using our 'Track Your Order’ page. Unfortunately, you can't make any changes on selected Computing products. If there's a problem with your delivery address or date, you can use DPD's SMS and email service to have your order delivered to a neighbour or a local Click and Collect store. Simply reply to the SMS or email with your preferred option and DPD will take care of the rest.

My product is being delivered by DPD. When will I know when it's being delivered?

The standard delivery available on selected computing products will specify the latest date that they will be delivered. We will send you tracking information by SMS and email when the order is with the courier, and an ETA timeslot on the morning of delivery. When you get your tracking information you can also use DPD Precise to choose a convenient day for delivery, and you can even narrow it down to a one hour time slot. So there’s no need to wait in all day. If you've selected Express Delivery, you'll still get your order before 10:30am if you don't respond to the automated DPD Precise text offering you a 1 hour timeslot. However if things have changed and you won’t be in at that time, you can still use this service to pick a new delivery slot for later in the day.

The delivery date I've been given by DPD isn't convenient, can I change it?

You can use DPD's in-flight options which allow you to change the delivery date, deliver to a neighbour or a local store. If you've chosen the standard delivery method, we will let you know the exact day of delivery by email and text message the night before delivery.

Can I cancel my order before delivery?

If you have ordered a Kitchen Appliance, TV and Audio, or selected HP or Apple Computing product, you can exchange your product before delivery. If you have ordered any other Computing product, we can't cancel the order after it has been accepted and entered the delivery process. You can refuse delivery of the product, or you can accept delivery and then arrange a collection. Both of these options are free of charge, and you will receive a full refund once we have received the item back in an unused condition. Software orders cannot be cancelled. However if you would like to move the software to a new device, you can call the software provider and request that the license is transferred.

When will my item be delivered?

If you have ordered a Kitchen Appliance, TV and Audio, or selected Computing products, you will choose your delivery date in the basket. On Computing products that don't qualify for nominated day delivery, you can choose Express, Next Day or standard delivery options in the basket. After you order we'll let you know exactly when your product will be delivered, and you can track your order here.

Where can I get an update?

To get the most up to date delivery time, visit our 'Track Your Order' page, or, for selected Computing products, you can change the date using DPD's SMS and email service once you get your delivery confirmation. You’ll be given 4 options to choose from. You can change the delivery to a later date that suits you, ask for your order to be left with a neighbour, in a safe place or at a local Click and Collect store. Simply reply to the SMS or email with your chosen option and DPD will take care of the rest. To change anything else on your order, please give us a call on 0344 324 9222

I live in Northern Ireland, when will I receive my delivery?

Due to postcode restrictions in your area we use our courier service Bon Delivery. After placing your order online, a member of our dedicated team will contact you within 48 hours to arrange the date in which your item will reach Bon Delivery, either a Monday, Wednesday or Friday. Bon Delivery will then contact you within 48 working hours to arrange delivery to your property on a day which is suitable for you. Unfortunately, we don't currently deliver selected Computing products to Northern Ireland.

My delivery hasn't arrived yet, what should I do?

For your most up to date delivery time, you can Track Your Order. If your timeslot has come and gone and your driver is nowhere to be seen, give them a bell on 01204 672680, or speak to our contact centre at 0344 324 9222.

Can I speak to my driver?

You can call your driver on 01204 672680. If you don’t get an answer straight away, please be patient. Our drivers are busy people and have lots of customers to visit. If your order is being delivered by DPD, you won't be able to call your driver, but you can speak to DPD directly.

There's no paperwork with my delivery

That’s because we’ve gone green here at AO. Your invoice will be emailed to you within 72 hours of your delivery being made.

My driver was brilliant, how can I say thank you?

We’re happy they made you happy! Head over to ao.com and leave us a review, or send us some nice words via Facebook or Twitter.

Help, I've ordered the wrong thing!

Oops! We all make mistakes sometimes. Give us a call on 0344 324 9222 and we’ll swap your product for something else. If you think you’re going to return an item, it’s important that you don’t use or install it as you may not receive a full refund. On selected computing products, you can refuse delivery of your order and it will be returned to us.

My product has not been delivered

You can keep an eye on your delivery on our track your order page. If your item is showing as delivered but you don't think it has been, please give us a call.

Will you deliver if the weather is bad?

Snow or flooding can cause delays for our drivers, and during particularly bad weather we may have to rearrange deliveries to certain areas. If your delivery is affected we'll contact you to let you know.

Something's gone wrong!

Don’t panic, we’re here to help. Give us a call between 8am-10pm, and we’ll do our best to sort it for you. If your item isn’t working properly, the manufacturer is often the best person to help. If this is the case, we’ll pass you over to them.

Handy hint: Keep a note of your serial number before your appliance is installed. This makes it easier for you to claim any promotions back, or to get help if there’s a problem. 

Installation

Will it be installed by a professional?

Yes. Our delivery team engineers have been through the most intensive of training courses, and are all Gas Safe registered and skilled in electrical connections. Your safety is our priority, so we've made sure they know exactly what they're doing.

What do you connect / disconnect?

We connect all freestanding cookers, built in ovens and hobs. However some induction hobs can be trickier to connect due to the wiring required, and we will only be able to identify a problem like this when we arrive. If this happens, you may need an electrician to amend your wiring. We also install integrated fridge freezers. Unfortunately, this service is not available in Northern Ireland, Jersey, Guernsey and the Isles of Scilly.

How much does installation cost?


This depends on what appliance you’d like us to install. For example, cooking appliances that require engineers to visit your home will cost a little more than setting up your TV. We’ll display installation prices for your items in the basket. 

Will you be able to disconnect my old cooker / hob?

Yes, that's no problem. Our engineers can disconnect your old item for you when we arrive, as long as you have selected our installation service.

I've paid for disposal but don't need installation. Will you still disconnect?

No, we won't be able to disconnect a gas or electric cooker if you haven't selected our installation service. You would need to make sure the item is disconnected before we arrive to connect.

What preparations do I need to make?

As you can probably imagine, and for your safety, there is a lot of legislation around connecting cookers, so there are things that we need you to check before we arrive. We've come up with a handy guide and all the information is on our installation page. 

What is LPG?

LPG stands for "Liquid Petroleum Gas". This is usually supplied in cylinders and is common in remote areas that don't have a mains natural gas supply.

I've bought a mains gas cooker. Can I change it to run off LPG?

You'll need to check within the item specification on our website to see if it can be converted, or by speaking to one of our team.

What is a Hot Zone?

The "Hot Zone" is the area between your cooker or hob and anything above it. This area needs to be clear of any flammable materials, such as wallpaper, cupboards or shelves and plug sockets. If we arrive, and the hot zone isn't clear, we wouldn't be able to complete your installation. To see exactly what a "Hot Zone" looks like, and for details on the required gap, click here.

Will you connect at the same time as my delivery?

Connection is subject to availability and postcode restrictions may apply. We will send your item out with our specialist installation team, so they can deliver, connect and have you cooking away in no time! 

How long will it take?

Every installation is different, so it's difficult to say. Generally we ask you to allow at least 45 minutes per installation. Our guys are true professionals, and do this every day, so they will work as quickly and safely as possible.

If the installer can't connect for any reason, can I have a refund?

If there is a problem with installation, don't worry. Give us a call and if it's something that can be easily rectified, we can advise you on how to do this and rearrange your connection for another time. In some cases, this may not be possible, so if this happens, or if you would prefer a refund, we'll sort that for you.

I've already had my cooker delivered. Can I order installation separately?

Sorry, but our installation service is only available at the point of delivery, and can't be purchased separately.

I need my cooker tomorrow. Can you install it next day?

The installation service is subject to engineer availability in your area. When you select the service and enter your postcode at the checkout, the calendar will display the next date available for your installation. Pre-selected timeslots aren't available with our premium installation service. However, you will be allocated a timeslot and we'll notify you at 7am on the day of delivery

I need a hob installing. Will you cut my worktop?

As long as your worktop is made of wood, this won't be a problem. We won't be able to cut into any other surfaces, such as granite, composite or metal worktops. We will install all hobs based on the current hole in the worktop not being any larger than the footprint of the new hob. If required, we can make your aperture bigger to install the new hob, for example, if you're moving from a four burner hob to a five or six burner.

I need a built in / built under oven. Will you fit it into the unit?

We certainly will. One thing to mention though - our delivery team will need to assess the unit on arrival to make sure it's in good condition and strong enough to house your new oven. As long as there's no existing damage, and we don't deem it unsafe, we'll have you connected up in no time.

I've bought an electric cooker but need a gas cooker disconnecting. Is that ok?

That's absolutely fine. Our delivery team will disconnect either gas or electric, but will only be able to connect up the new item if the fuel supply for that type already is there.

Will your engineers have the hoses or cables to connect?

They will if you've paid for installation. These days, most cooking items aren't supplied with cables or hoses, for your safety. However, our delivery team will come prepared. But, if you haven't paid for installation, we won't be able to supply these.

I want my item to be installed at a commercial property. Is this okay?

Unfortunately, our premium installation service is not available at commercial properties that don't have a secondary domestic meter. This includes integrated washing machines, integrated washer dryers, integrated dishwashers, integrated fridge freezers, integrated fridges, integrated freezers, ovens, cookers, range cookers and hobs. However, our regular installation is available on all other products at commercial properties.

TV Connection

What do you connect / disconnect?

We can install any of our TVs to the stand that it comes with. We're unable to connect to a furniture television stand (as in a piece of furniture with brackets for a TV).

If you choose a Stand installation, we'll disconnect the wires from your old TV.

Will you take away my old TV?

If you've paid for us to install your new TV, you'll be given the option to have your old TV taken away for FREE. To take advantage of this, simply select disposal in your basket. If you haven't paid for us to install your new TV and you still want your old one to be taken away, don't worry because you can choose this service on its own from just £14.99. All we ask is that your old TV is disconnected ready for us to take away.

Will you take away the packaging from my new TV?

Some people like to keep their TV packaging, but if you've paid for us to install your new TV we'll unpack your new TV and once we've installed it and got it up and running for you. 
We'll even take away the packaging if you want us to.

Can I choose a delivery timeslot with my TV Installation?

If you've selected our Stand Installation and have ordered a TV that doesn't have SMART features, yes, you can choose a delivery timeslot. However if you have ordered a SMART TV installation you won't be able to choose a delivery timeslot. We won't leave you in the dark though; we'll give you a 4 hour delivery window at 7am on the morning of your delivery.

I need my new TV delivered tomorrow, can you connect it too?

Yes, we can deliver your new TV and connect it the next day. However, it is subject to availability and postcode restrictions may apply. However if you've paid for a Smart TV to be installed to a stand, we need to send our specialist team and therefore the service is subject to engineer availability in your area. When you select the service and enter your postcode at the checkout, the calendar will display the next date available for your installation.

Do I need to do any preparation before you arrive?

So we can get your new TV up and running quickly, there are a few things you'll need to check before we arrive. See our handy installation page for more information.

I've already had my new TV delivered, can I order installation separately?

Sorry, but our installation service is only available at the point of delivery, and can't be purchased separately.

Will you connect my satellite box after you've connected my TV?

Yes. We'll connect any new or existing devices (eg. soundbars, satellite boxes, games consoles). We'll also connect any speakers or amps, but can't mount them on to a wall. There isn't a limit to how many existing devices we can connect, but we won't be able to correct or adjust any settings.

Will you set up my SMART TV?

We'll connect your TV to your home WiFi. Please have your password ready, so we can get you up and running quickly. 
If you don't have your WiFi password, please contact your broadband service provider and they'll be happy to help. We'll leave the exploring of the SMART features to you, as they are specific to your taste.

It says I need a dongle for my new TV, what is this? 

Some TV's don't have built in WiFi, so you'll need a dongle to be able to access the internet and your SMART features. If your TV needs a dongle it will say this in the item specification and dongles can be purchased from us. We recommend you have your dongle for when we arrive to install your new TV, so you can start to enjoy all of your TV features straight away. Our installers will carry a dongle on their van so we can test your TV if you don't have one, however they will take this away with them.

What do I do if I have a problem after my item has been delivered and connected?

We're here for you every step of the way. Just call our advice line on 0344 324 9222 and we'll either resolve the problem for you over the telephone or we'll organise for a manufacturer's engineer to visit.
 
Please make sure you have your serial number handy when calling in, as our team will need this to book in your engineers visit. 

If you have a small TV (under 37”) we may need you to take it to your local service centre, but don't worry we'll make sure it all goes smoothly.

Can I return an unpacked item?

We’re happy for you to unpack the product and inspect it properly. We’ll refund you in full for items which haven’t been used, if you notify us you wish to return within 30 days of delivery. It’s important you don’t use or install your item because it means the value is reduced and we can’t sell it to someone else. In those cases we’d deduct up to 45% of its original value from your refund.

Paying with Finance

Will you still price match my order?

As Pay on Finance is a web only payment option, we’re unable to offer price matching. However, you can rest assured we check our prices three times a day to make sure we always offer the best value to our customers.

What's the minimum/maximum spend?

Finance is available on orders of £249 or over. This is based on the total value of your basket, including any delivery or other services you’ve added. The maximum amount of finance offered by our provider is £15,000. Please note, if you choose Click + Collect as your delivery method, you won't be able to pay on finance.

Will I still get promotions on my order?

Yes, you can still claim a promotion when applying for finance. If you trade in an old product, the money will be taken off the amount you owe on the finance agreement, not credited to your account.

What do I pay when I order? Is there any deposit?

There's no deposit required. Your first payment will be made to our third party finance provider, V12, 30 days after delivery.

Are timeslots/services included in the £249 minimum spend?

Yes, the minimum spend of £249 is applied to the overall value of your basket. This can include delivery and installation services.

Will the price be the same if I pay on finance?

Paying on finance won’t change the price of your item, or the overall value of your basket.

Can I still get next day delivery?

Yes, subject to your application being approved within the necessary timeline. If your application needs to be looked at in more detail (is referred) outside of normal working hours, you’ll hear back the following day. In this case, we’ll contact you to arrange a new delivery slot.

Charges and postcode restrictions may apply.

Can I still trade-in my old appliance?

If you purchase new products on finance, you’re still able to trade-in old appliances. The money you get back will be taken off the amount you owe in the finance agreement. This will be taken off your credit agreement balance within 28 days of collection. From time to time we'll include the trade-in amount in the price you pay upfront. We'll make this clear at the point of purchase. 

Can I place an order on the phone?

No, unfortunately not. Finance is a web only payment option, which you can select when you check out.

I've got a question about finance, who can help?

We're more than happy to help with any questions you might have about any of our products and services. If your question relates specifically to your payment plan or the application process, our third party provider, V12, will be happy to help. You can contact them directly on 02920 468900, or e-mail customerservices@v12finance.com.

V12 is closed, can you help?

We're always happy to try to help with any questions you have. If your questions relates to your payment plan then we won’t be able to provide any specific information, so you will need to contact V12 directly to discuss this.



When's my first payment?

You'll make the first payment 30 days after your product has been delivered.

Can I change my payment date?

You'll need to contact V12 directly to discuss any changes you want to make to your payments. You can contact them on 02920 468900, or e-mail customerservices@v12finance.com.

Once your application has been sent to V12, you’re unable to change, add or take away products from your order, but you can cancel it by giving us a call. If you’ve ordered multiple products and want to cancel part of the order, you can do so by calling us.

Can I cancel my credit agreement?

In accordance with your statutory rights you many cancel a Credit Agreement within 14 days of signing it. If you want to do this, we ask you to advise us as soon as possible. Should you cancel your credit agreement and have already received products from us, then you will be liable to pay us in full for the product (unless your cancellation rights apply).

Can I still return my product if I pay on finance?

If you're not 100% happy with your order, let us know within 30 days of delivery and you can return it if it’s not been used. As your first payment isn’t collected until 30 days after your product is delivered, you will not be charged for your order. Visit our returns page for more information. Unfortunately, you can't return software orders.

How do I find out my balance or view a statement?

If you require any information about your payment plan, V12 will be happy to help. You can contact them on 02920 468900, or e-mail customerservices@v12finance.com.

Can I still claim cashback when I've paid with finance?

You can still apply for our Pay on Finance offer if your product has a cashback promotion. This includes 0% finance if it is available. From time to time we'll offer cashback and 0% interest free finance in a combined offer. This will be clearly advertised on the product details page. Cashback is sent directly to you by BACS rather than taken off your credit agreement.

My Account

How do I register for an account?


You can register for an account in just a few simple steps by following this link. We’ll ask you to enter an email address and create an account password. We’ll then send you an activation email. You’ll need to follow the instructions in this email to activate your account.

Do I have to create an account to order with you?

No, not at all. You’d just need to enter your payment and address details each time you place an order with us.

What are the benefits of creating an account?

We’ll remember your card and payment details so that you can place orders more quickly. We’ll remember up to 3 payment cards and addresses for you to choose from. You’ll be among the first to hear about new offers and promotions, and we’ll send you a discount code for £20 off your next order over £299.

I recently placed an order, but I don't seem to have an account?

We won’t automatically create an account if you place an order with us, so you will need to register. You can do this here. If you’re ordering with us, you’ll also see information on how to register on your order confirmation page. We’ll give you the option to remember the payment and address details used in your order.

I can't seem to create a password. Can you help?

It may be that the password you’re entering isn’t strong enough. Try using some numbers and upper case letters to increase the strength. Your password should be unique to you and not something other people will easily guess.

I haven't received my activation email. Can you help? 

We’ll send your activation email out immediately, but how quickly you receive it may depend on your email provider. Please also check your junk mail just in case. Add us to your ‘safe senders’ or ‘contacts’ list to make sure emails from ao make it straight into your inbox. If you haven’t received your email within a couple of hours, let us know.

Will my address and payment information be secure?


Once we have your information, we’ll ensure we protect it with all of the appropriate safeguards. It’s important that you also take responsibility for protecting your account information. Make sure your password is strong, don’t share it with others, and try not to use the same one for lots of online accounts. Don’t send your password by email – we’ll never ask you to do so. We won’t ask you for your password information over the ‘phone; we’ll advise you on how to reset it.

Can you reset my password for me?

No, for security, we ask you to reset your password yourself. We wouldn’t ask you to share your password with us, but if you contact us we can advise on how to reset it.

I saw an offer for £20 off when I register. How do I claim my £20?

Once you’ve activated your account, we’ll email you a unique discount code to use on a future order. You can apply your discount when you place an order on an item worth £299 or more. Simply add your unique code in the basket and your discount will be applied automatically. 


Click + Collect Delivery

Why is Click + Collect not available on my order?

There are a few reasons why Click + Collect might not be available. Some of our items are too large or heavy to be delivered to a store, so we only offer this service on smaller products and accessories. Click + Collect is also not available if you wish to pay on finance or if you live in Northern Ireland.

How do I find my nearest collection point?

At the checkout, you'll be able to search locations by entering your postcode. Collection points will appear in a list and on a map. Simply click the store that's most convenient for you to select it.

Are there any postcode restrictions?

Some postcodes have a longer lead time, and therefore next day delivery cannot be guaranteed.   The following post codes require 1 additional service day: AB1 – AB99, DD8 – DD11, IV1 – IV40, IV52 – IV54, IV63, KA27 – KA28, KW1 – KW14 and PA20 – PA40
The following postcodes require 2 additional service days: TR21 – TR25
  

When are the collection points open?



CollectPlus stores are open early until late, but specific opening times vary between stores. You’ll find the opening times listed alongside each store when you make your selection in the basket.

When will my parcel arrive?

Your parcel will arrive at your chosen store before 9PM on the day you've selected. CollectPlus will send you a text and an email to let you know when it's ready to collect.

What do I need to take with me when I collect?

When your parcel is ready, you'll receive a text and an email containing a collection code. Take this code, along with a valid form of ID, to the store within 10 days to retrieve your parcel.

What is a valid form of ID?



Valid forms of identification include:
Driving licence

Utility bill
Mobile phone bill
Wage slip
Bank statement
Cheque guarantee, credit or debit card
Bank or building society book
Passport
Cheque book

What if I lose my CollectPlus collection code?

Unfortunately you can't collect your parcel without a collection code. If you have lost the code that was sent, you should contact CollectPlus Customer Services directly to arrange for a new one to be issued.

Can someone else collect my parcel?

Yes, that's absolutely fine. They will still need to bring the collection code that you've received and the proof of ID.

How long will I have to collect my parcel?

Once your parcel has arrived, you'll have 10 days to collect it. You'll also get a reminder if your parcel hasn't been collected after 3 days, and another after 7 days.

What if I've collected my item and want to return it?

If you have collected your parcel and wish to return your item/s, please contact ao.com and we will arrange to collect your item/s from you.

What if I need more time to collect my parcel?

If you can't collect your parcel within 10 days of its arrival, simply contact CollectPlus Customer Services to arrange for an extension of the collection period.

Why isn't finance available on items delivered by CollectPlus?

Unfortunately, our finance provider can only offer finance on items that are delivered via our own delivery service.

Can I change my home delivery to Click + Collect?

If your product is suitable for Click + Collect delivery, we should be able to help. If you have ordered a Kitchen Appliance or TV and Audio product, you can give us a call before 5pm on the evening before delivery and we should be able to change your delivery option for you. Selected Computing deliveries will be made by DPD so you can use DPD's in-flight options which allow you to arrange delivery to a local store.

After You've Ordered

Can I exchange my product?

If you have ordered a Kitchen Appliance or TV and Audio product, you can contact us and we will exchange your product. All you have to do is let us know within 30 days of delivery. If you have ordered selected HP Computing products, you can exchange for another HP item. Similarly, if you have ordered selected Apple Computing products, you can exchange for another Apple item. We cannot exchange any other Computing product - you will need to contact us to cancel the order and then place a new order for the product you would like.

Can I return my software?

Unfortunately, we cannot offer refunds on software purchases. Your software will be emailed  within 24 hours of placing your order, for you to download. The software  isn't specific to any hardware bought and it can be downloaded onto other devices. If you need us to re-send, please contact us.

Can I protect my data on my Computing product?

We always recommend backing up your data to a remote or external data storage regularly. If your product needs to be sent to AO or the manufacturer for any reason it will be restored to factory settings and data will be lost. Please make sure all files, photos etc. are backed up as we cannot accept liability for any data loss.

Can I return my product?

Yes, all products (except software) can be returned within 30 days of delivery. Give us a call with the serial number of your product and we will arrange to collect the item, free of charge, on a day of your choice. You will receive a full refund as long as the product is confirmed as unused once collected. If the product has been used we will issue a partial refund as we are unable to re-sell the product. All software sales are final and cannot be refunded due to the nature of the product.

I've heard there's a product safety notice on Hotpoint, Indesit and Creda appliances. Do I need to do anything?

Indesit Company have issued safety notices relating to condenser and vented tumble dryers issued between April 2004 and September 2015 from the brands Hotpoint, Indesit and Creda. To read the safety notices and check your item, please go to either https://safety.hotpoint.eu/ or https://safety.indesit.eu/.