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What 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.
What time is my delivery?
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 4 hour 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’ page. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.
Where can I get an update on my delivery?
To get the most up to date delivery time, visit our 'Track Your Order’ page. You can even change your delivery details and print your invoice here as well.
Can I have my order delivered to a store?
Yes you can, if it's small enough! We can't really leave a washing machine in your local corner shop but many of our smaller items can be delivered to a store of your choice using our Click & Collect service. Find out more here 'Click and Collect’ page.
Can I change my delivery date?
Yes you can change your delivery date up to the day before using the 'Track Your Order' page. Simply follow the link above. You will need: -Your order number -This can be found on the text message and email we sent to confirm your order -Your postcode
If you've ordered a Computing product, you'll be able to change your delivery date using DPD's in-flight options, once you've had the confirmation SMS and email letting you know which day it will be arriving. You can also change your order with DPD to Click + Collect and pick it up when it suits you.
After You've Ordered
I’ve heard there’s a product safety notice on Hotpoint and Indesit appliances. Do I need to do anything?
Whirlpool 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/.
My product has a fault, what should I do?
The best people to help you if your product isn't working properly are the manufacturers. They'll be able to help diagnose any issues and get them sorted for you. Before you get in touch with them, try checking the "Help with my Product" section under "Help and Advice" for common questions or problems in getting set up.
I didn't get any paperwork. Where's my invoice and promotion form?
I want to return my product. What should I do?
You can return your product for an exchange or full refund as long as it hasn't been used. Find out more here 'Free 30 Day Returns’.
Who do I speak to about my V12 finance payments?
We're more than happy to help with questions about our products and services, but if you need to discuss specific details of your finance plan, we'll need to direct you to V12 Retail Finance. You can contact them directly on 02920 468900, or e-mail firstname.lastname@example.org
Why can't I order 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 7pm right up until Midnight. Sorry, if this option doesn’t show in the basket it’s not currently available.
I'm not sure when I want delivery?
No problem. Order today to secure the price and you can select a date up until 6 weeks in the future. If you need to change it at any time, just give us a call.
Can I have my appliance connected and/or the old one taken away?
Yes. Prices for this service vary by appliance type: Laundry appliances and dishwashers from £9.99, cooling products from £9.99, TVs from £39.99 and cooking appliances (installed by gas safe registered engineers) from £79.99. Check our 'Help With My Order’ section for more detailed information.
Before You Order
Is the product in stock?
95% of the products we sell are ready to be dispatched from our warehouse straight away. If we advertise the item as available for next day delivery, then it's definitely in stock. Where the item is not available for delivery for a few days, the item is in stock with the manufacturer and the date displayed is the earliest we can deliver to you. You can choose this date or any date after that.
How do I apply for finance?
We offer a variety of finance options in partnership with V12 Retail Finance. To find out about our finance options click here. To apply, simply choose your product and add to basket. When you get to the Payment page of the basket you will be asked how you want to pay - select Finance as your payment method and you will go to the finance application form. This option is second from the right.
REMEMBER: Don't forget to complete the e-signature which will be on your acceptance email.
Do you give discounts or price match?
If you find an item cheaper elsewhere, we're more than happy to match the price. To find out more, read our 'Price Match Promise’ to you. From time to time, we'll offer discount codes on selected products. These codes will be active for a specified time, subject to availability.
When will you deliver?
We offer delivery 7 days a week, including evenings and weekends, on over 3500 items. For those in a rush, we offer Next Day delivery, and if you don't have much time at home you can choose a timeslot for an additional £19.99. If you're not ready for your delivery yet, you can choose a date further in the future, or work around when our drivers are already scheduled to be in your area by choosing an Eco Delivery slot.
Call us 0344 324 9222
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c/o AO World PLC
5a The Parklands