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Our Most Frequently Asked Questions...

Placing your order

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Paying for your products

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Delivery

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Placing your order

How can I order?

You can order your appliance through this website or from one of our friendly customer advisors. You can contact our UK based call centre on 0844 324 9222.

When can I order?

You can order through the website at any time, or from one of our friendly UK based customer advisors. They're avaliable Monday-Sunday, 8am-10pm and you can contact them on 0844 324 9222.

What is the cut off time for same day delivery?

To get your goods the very same day, place your order before midday and your appliances will be with you between 4.30pm and 10pm that evening. Please remember this is only available on certain appliances and for certain postcodes.

What is the cut off time for next day delivery?

To qualify for next day delivery you need to place your order before midnight. Please remember that this offer is only available on selected appliances.

Is it cheaper to order over the Internet?

No, the price and services are the same, so do whatever works best for you. We do recommend you check the website for the latest prices as they can change.

How do I know if the appliance will fit?

We try to list the full dimensions for every product. If for any reason the product you want doesn't have dimensions, please call our advice line on 0844 324 9222.

It's important to note that the product dimensions don't include any protruding features such as controls and handles etc. Product dimensions represent the casing of the appliance only.

Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate.

Images of the products shown on the website are for illustrative purposes only. We've made every effort to display all product colours accurately. However we can't guarantee that the image displayed on your monitor will accurately reflect the true colour of the product delivered to you. Please be aware that colours may differ between manufacturers.

Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.

When do you confirm that my product is available?

Product 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.


Paying for your products

Which payment methods can I use to place my order?

You can use Switch, Delta, Visa, American Express or MasterCard or PayPal.

Does it cost me any extra to use PayPal?

No, PayPal is completely free.

Can I pay using PayPal over the phone?

No, PayPal 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 call centre on 0844 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.


Delivery

How will my appliances be delivered?

Your goods will be delivered by our dedicated carrier service at the time you have pre-booked.

Where can you deliver?

We'll deliver appliances to any address within mainland UK FREE of charge using our flexible delivery service. *Delivery to Northern Ireland is charged at £15.

* 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.

Do I have to wait in all day for my delivery?

No. We'll call you on the day of your delivery to confirm your estimated delivery slot. You're also able to see where your delivery is using our Track Your Order service. This will literally "track" the delivery team and give you an estimated time of delivery to your property. It's real time so if your delivery is delayed, then Track Your Order will know this and update your estimated delivery time accordingly. This will help you plan your day without having to waste time waiting around. This service is available from the morning of your delivery day and can be accessed through the website, your Order Acknowledgement email or by visiting www.ao.com/yourorder.

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

We confirm this to you at the point of choosing your delivery date. 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.

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.

How long does it normally take for my appliance to arrive?

All appliances come from our central warehouse and are normally available for delivery to all mainland UK postcode areas* in 3-7 working days. For Northern Ireland this will be slightly longer and your appliances will normally arrive within 14 working days.

* 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.

Delivery lead times may vary dependant on the appliance type, manufacturer or stock availability. Please check individual items for estimated delivery lead times. If for any reason this is not going to be the case, you will be informed within 48 hours of placing your order.

What if I'm in a hurry?

Those of our customers who are in a hurry tend to opt for our 'Same Day' or 'Next Day' service so they can get their appliances even quicker.*

*Please note, you must order before midday for Same Day delivery, midnight for Next Day.

Can I delay my delivery?

Yes you can. Placing the order secures the price for you. We can then organise your delivery on a date that suits you.

How much does delivery cost?

We offer FREE Standard Delivery (i.e. not next day) 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. You can choose Same Day for £19.99, Next Day for FREE or a 4 hour time slot for £19.99.

Is there an extra charge for weekend deliveries?

No. There's no extra charge for weekend deliveries. We only charge if it's a next day delivery. So if Saturday or Sunday falls into the next day delivery option then there will be a charge for this quick delivery service.

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.

Is there an additional charge for next day deliveries?

There is a small additional charge of free (for limited time only) for our super fast 'Next Day' service.

Can I choose a delivery slot?

You can choose a delivery slot in which to receive your delivery for just £29.99. This can be morning (7am - 12pm), mid-morning/early afternoon (10am - 2pm) or Afternoon (12pm - 5pm).

Please note that this option isn't available if you've opted for our connection service on a cooking appliance.

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

Yes you can. Simply telephone our call centre on 0844 324 9222 and one of our advisors will be happy to help

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

Yes they will. It doesn't matter how many appliances you order or how many different brands you choose, they will all be delivered together.


Connection & Disconnection

Will you disconnect my old appliance?

For a small charge we'll happily disconnect plumbed in appliances with a water supply.

Here's the list of appliances we’ll disconnect for £4.99:

  • Freestanding Washing Machines
  • Freestanding Washer Dryers
  • Freestanding Dishwashers
  • Freestanding Slimline Dishwashers
  • American Fridge Freezers (with plumbed in water dispenser)

There are just a few things we need you to do before we arrive:

  • Defrost and remove any food from American fridge freezers
  • Empty plates and cutlery from dishwashers
  • Take clothes out of washing machines, tumble or washer dryers.

Unfortunately we can't disconnect your old appliance if this isn't done, and we don't want that to happen.

We don't offer the disconnection service on the following:

  • Any integrated appliances
  • Cookers
  • Range Cookers
  • Ovens
  • Hobs
  • Cooker Hoods
  • Condenser Tumble Dryers
  • Spin Dryers
  • Fridge Freezers
  • Fridges
  • Freezers
  • Wine Coolers
  • Microwaves

If you've paid for our gas or electric connection service on a cooker, range cooker, oven or hob, we'll disconnect your old appliance as part of the service.

Do you connect the appliances?

Yes we do. You can request that our delivery team connect your appliance for you. This must be done at the point of order and a charge will be made for each item.

Depending on your appliance type, we offer two levels of service -

  • £9.99
  • Fridge Freezers
  • Refrigerators
  • Condenser Tumble Dryers
  • Spin Dryers
  • Fridges
  • Larder Fridges
  • Wine Coolers
  • £19.99
  • Washing Machines
  • Washer Dryers
  • American Fridge Freezers
  • Standard Dishwashers
  • Slimline Dishwashers
  • £64.99
  • Electric Cookers
  • Electric Range Cookers
  • £74.99
  • Gas Cookers
  • Gas Range Cookers
  • £79.99
  • Single Electrics Ovens
  • Double Electric Ovens
  • Electric Solid Plate Hobs
  • Electric Induction Hobs
  • Electric Ceramic Hobs
  • £94.99
  • Dual Fuel Cookers
  • Dual Fuel Range Cookers
  • Single Gas Ovens
  • Double Gas Ovens
  • Gas Hobs

Connection can be carried out to an existing standard domestic appliance water connection situated within one metre of the appliances location. We can also connect to a suitable existing 13 amp socket within reach of the appliance's power lead. Included in the connection will be the disposal of the transit brackets and a test of the appliance.

The delivery team will be unable to connect your new appliance if:

  • The old machine isn't disconnected and you've not opted for our disconnection service(unless you've paid for connection on a cooker, range cooker, oven or hob as we'll do this as part of the service).
  • Any electrical/plumbing supplies needed fail the delivery team's testing or are unsuitable.
  • Any water supply needed cannot be isolated or is unsuitable.
  • Any drainage/waste facilities needed are unusable.
  • Mechanical adjustments are required to the appliance(s) to overcome such things as water pressure etc.
  • Alterations to existing plumbing and electrical are required.

All gas installations, connections and/or disconnections must be performed by a Gas Safe registered engineer. All mains wired electric cookers should only be connected by an electrical engineer . We currently offer this service to selected postcodes only. You can check in your basket whether we'll be able to offer you this service.


Unfortunately this service is only available to certain UK postcodes.

Will you take away and recycle my old appliance for me?

Yes we will. This is an optional, chargeable service. You can request that our delivery team collect and recycle your old appliance, there's a £9.99 extra charge for this service. Appliance recycling must be arranged at the point of order.

All goods for collection and recycling must be disconnected from all water, electrical and gas supply in advance of the goods being removed. Please ensure your old appliances are emptied and fully defrosted where applicable.

We don't currently offer any disconnection service on gas or mains wired electrical products. All gas disconnections must be performed by a Gas Safe registered engineer. All mains wired electric cookers should only be disconnected by an electrical engineer.

Goods collected for recycling are deemed to have zero value.

Unfortunately at the moment this service is only available to certain UK postcodes (currently not available in Northern Ireland).

How do I know my appliances are in good condition?

All of our appliances are brand new and delivered packaged, straight from our warehouse. We recommend you unpack and check you are happy with the appliance as soon as possible. If you're not totally satisfied once you've unpacked the appliance, please contact one of our team on 0844 324 9222.

What happens if I cancel my order?

If you cancel your order your payment card will be refunded in full. The refund will be completed within 24 hours; however this may take up to 5-7 working days to appear on your statement dependent on your card issuer.

When should I book my fitter?

We currently offer a gas and electric connection to selected postcodes. You can check in your basket whether we'll be able to offer you this service.

We suggest you wait until your goods have been successfully delivered before you book a fitter if you don't book this service with us.


Gas and Electric connection

Our trusted Gas Safe engineers and electrical engineers can safely connect your new appliance. Whether you've purchased a cooker, range cooker, oven or hob, let us do the hard work and connect it there and then. This service is currently available in selected areas.

Are your guys qualified?

Yes! Our 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.

How much is your installation service?

The cost of our gas or electric cooking installation service does vary by appliance. All of our charges are clearly laid out here on our connection page.

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

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

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

No, sorry! 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 appliance 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. Please click here to see our checklist.

What is LPG?

LPG stands for “Liquid Petroleum Gas”. This is usually supplied in cylinders and is common is 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 product 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?

Yes. We will send your appliance 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?

We can!! The cut off for this is slightly different though – you will need to place your order before 9pm to allow us to arrange your installation the next day.

Can I select a timeslot with my cooker installation?

Sorry, no. 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 housing?

We certainly will! One thing to mention though - our guys will need to assess the housing 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 guys will disconnect either gas or electric, but will only be able to connect up the new appliance 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 appliances aren't supplied with cables or hoses, for your safety, but don't worry! Our team will come prepared! However if you haven't paid for installation, we won't be able to supply these.


Once I have my delivery

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

We’re here for you every step of the way. Just call our advice line on 0844 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.

How do I return goods that I do not want?

We have a no fuss 10 day returns guarantee. If you decide to return an unused appliance, you just need to give us a call on 0844 324 9222 within 10 days of receiving your delivery. We’ll arrange a collection for you. We don't charge for returns. Please see our terms and conditions for full details on returning items.

What is the warranty offered on the products

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; appliances for use in commercial properties might not be covered.

What do you do with my personal information?

We respect our customers’ privacy which is why we don’t sell, rent or loan any identifiable information regarding our customers to a 3rd party without your consent. Information given to us by you will only be used by or on behalf of AO World PLC.


Recycling and the WEEE Directive

What is WEEE Directive?

WEEE stands for Waste Electrical and Electronic Equipment. With effect from July 2007, the WEEE regulations require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment. Producers of Electrical and Electronic EEE will be required to finance the collection, treatment, recovery and environmentally sound disposal of EEE at its end of life.

What does the new directive mean for the retailer?

We want to help the UK become a greener place to live and as a result we’re right behind the WEEE directive. We take our role as a responsible retailer very seriously and always strive to do what we can to help the environment.

We’re proud to be recommended by the Energy Saving Trust as a retailer of energy saving appliances and actively encourage our customers to buy Green.

What does the new directive mean for the environment?

We all like to do our bit for the environment and here at ao.com we’re no different. Instead of your old appliances going to land fill, it will be treated separately and disposed of in an environmentally sound way.

Can you take away and recycle my old appliance?

Of course we can. For a cost of £9.99 we can take away your old appliance and recycle it for you. Please make sure you request this service when you check out.

So that we can take your old appliance away, you will need to make sure that it has been completely disconnected from all water, electrical and gas supplies in advance. We also need the appliance to be emptied and defrosted (if it’s a freezer or fridge freezer) before we take it away too.

We currently don’t offer any disconnection service on gas or mains wired electrical products. You’ll need a Gas Safe registered engineer to disconnect these appliances for you. All mains wired electric cookers should only be disconnected by an electrical engineer.

All the goods collected for recycling are deemed to have zero value.

We’re sorry that we can only provide this service to certain UK postcodes at the moment.

Will my old appliance not be disposed of correctly if I choose not to have my old appliance taken away by ao.com?

If you decide not to opt for our full recycling service, we have contributed towards a fund which will help local councils to develop and improve their existing WEEE collection facilities. Not all council sites are able to collect all types of waste electrical goods but to find your nearest participating site, and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk

Alternatively, if you wish to return your appliance to us with no charge, it can be accepted at our distributor’s premises at the following address:

Expert Logistics
Weston Road
Crewe
Cheshire
CW1 6BE

Appliances can be accepted from Monday to Friday, 10am to 4pm. As you would expect, they’ll need proof of your delivery and they can only accept like for like items to those that were delivered.


Privacy Policy

Who are we?

We are ao.com. Our website is operated by:

AO World PLC
5a The Parklands
Lostock
Bolton
BL6 4SD

Registered Company No. 3914998

Use of information

We respect your privacy and will not give your information to any other company without your consent. You can also unsubscribe at any time.

Depending on your response to the Data Protection questions, your personal details may be used in analysis at an anonymous level by AO World PLC to help us improve our service even further.

If you can’t remember which data protection choices that you have previously made, please just give us a call on 0844 324 9222 and we’ll be happy to help.


Terms and Conditions

This is an easy one. Just click on the Terms and Conditions link at the bottom of each page.


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