Placing Your Order
How and when can I order?
What's the cut-off time for next day delivery?
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?
How do I know if the item will fit?
Will I receive the exact model shown?
When do you confirm my item is available?
Can I return an item I don't want?
What if my item is faulty?
Will my item have a warranty?
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?
Does it cost me any extra to use PayPal?
Is it safe to send my debit/credit card details over the web?
If I don't want to pay online, what do I do?
Payment for your Order
Why isn't my discount code working?
Can I use a discount code if I order on the phone?
Can I use more than one discount code on my order?
Can I use a discount code with Price Match?
Can I use my discount code more than once?
Where do I enter my discount code?
Where can I get a discount code?
I'm a new customer and I received a £20 discount code. How do I use it?
How can I claim cashback?
Do I need to know anything else about cashback?
How do I claim my Buy More and Save offer?
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?
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?
Can I track the status of my delivery?
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. If you've ordered a non-HP or non-Apple Computing product, 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?
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. Some non-HP and non-Apple 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?
What is Eco Delivery?
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 non-HP or non-Apple 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. If you've ordered a non-HP or non-Apple Computing product, 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?
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. If you've ordered a non-HP or non-Apple Computing product, 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, 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. Your non-HP or non-Apple Computing delivery 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. If you've ordered a non-HP or non-Apple Computing product, 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 if you've ordered a non-HP or non-Apple Computing product. 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.
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, 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, HP or Apple Computing product, you will choose your delivery date in the basket. If you have ordered a non-HP or non-Apple Computing product, 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 if you've ordered a non-HP or non-Apple Computing product 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 non-HP or non-Apple Computing products to Northern Ireland.
My delivery hasn't arrived yet, what should I do?
Can I speak to my driver?
There's no paperwork with my delivery
My driver was brilliant, how can I say thank you?
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. If you've ordered a non-HP or a non-Apple computing product, 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.
Will it be installed by a professional?
What do you connect / disconnect?
How much does installation cost?
Will you be able to disconnect my old cooker / hob?
I've paid for disposal but don't need installation. Will you still disconnect?
What preparations do I need to make?
What is LPG?
I've bought a mains gas cooker. Can I change it to run off LPG?
What is a Hot Zone?
Will you connect at the same time as my delivery?
How long will it take?
If the installer can't connect for any reason, can I have a refund?
I've already had my cooker delivered. Can I order installation separately?
I need my cooker tomorrow. Can you install it next day?
I need a hob installing. Will you cut my worktop?
I need a built in / built under oven. Will you fit it into the unit?
I've bought an electric cooker but need a gas cooker disconnecting. Is that ok?
Will your engineers have the hoses or cables to connect?
What do you connect / disconnect?
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?
Can I choose a delivery timeslot with my TV Installation?
I need my new TV delivered tomorrow, can you connect it too?
Do I need to do any preparation before you arrive?
I've already had my new TV delivered, can I order installation separately?
Will you connect my satellite box after you've connected my TV?
Will you set up my SMART TV?
It says I need a dongle for my new TV, what is this?
What do I do if I have a problem after my item has been delivered and connected?
Can I return an unpacked item?
Paying with Finance
Will you still price match my order?
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?
What do I pay when I order? Is there any deposit?
Are timeslots/services included in the £249 minimum spend?
Will the price be the same if I pay on finance?
Can I still get next day delivery?
Can I still trade-in my old appliance?
Can I place an order on the phone?
I've got a question about finance, who can help?
V12 is closed, can you help?
When's my first payment?
Can I change my payment date?
Can I cancel my credit agreement?
Can I still return my product if I pay on finance?
How do I find out my balance or view a statement?
Can I still claim cashback when I've paid with finance?
How do I register for an account?
Do I have to create an account to order with you?
What are the benefits of creating an account?
I recently placed an order, but I don't seem to have an account?
I can't seem to create a password. Can you help?
I haven't received my activation email. Can you help?
Will my address and payment information be secure?
Can you reset my password for me?
I saw an offer for £20 off when I register. How do I claim my £20?
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?
Are there any postcode restrictions?
When are the collection points open?
When will my parcel arrive?
What do I need to take with me when I collect?
What is a valid form of ID?
What if I lose my CollectPlus collection code?
Can someone else collect my parcel?
How long will I have to collect my parcel?
What if I've collected my item and want to return it?
What if I need more time to collect my parcel?
Why isn't finance available on items delivered by CollectPlus?
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. Your non-HP or non-Apple Computing delivery 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 a HP Computing product, you can exchange for another HP item. Similarly, if you have ordered an Apple Computing product, 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.