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Contact Us

Have a question? Check our frequently asked questions or get in touch with our friendly UK call centre.
  • Delivery

  • 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.

  • 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 isn't working properly, 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?

    We'll send your invoice by email within 72 hours of your delivery, or you can print your own here: 'Track Your Order’. If you're eligible for any promotions, we'll also send links to the claim forms, or you can check info on how to claim on our 'Latest Promotions’ page.

  • 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 14 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 customerservices@v12finance.com

  • Your Order

  • 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.

  • 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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You can email us on customerservices@ao.com or just pop your details in the form below, and we'll get back to you within 48 hours.



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