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Help

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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Connection & Disconnection

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Gas & Electric Connection

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TV Connection

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Once I have my delivery

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Recycling

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Privacy

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Terms & Conditions

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Placing your order

How can I order?

You can order your item through this website or from one of our friendly customer advisors. You can contact our UK based call centre on 0344 324 9222.

When can I order?

You can order through the website at any time, or phone one of our friendly UK based customer advisors. We're available Monday-Sunday, 8am-10pm and you can contact us on 0344 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 items will be with you between 4.30pm and 10pm that evening. Please remember this is only available on certain items 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 (some postcode restrictions will apply after 10pm). Please remember that this offer is only available on selected items.

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 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 advice line 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.

Images of the items shown on the website are for illustrative purposes only. We've made every effort to display all item colours accurately. However we can't guarantee that the image displayed on your monitor 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 that 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.


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.

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 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.


Delivery

How will my items be delivered?

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

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 £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 items 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 items to arrive?

All items 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 items 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 item 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 items even quicker.*

*Please note, you must order before midday for Same Day delivery, midnight for Next Day (some postcode restrictions will apply after 10pm).

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 £29.99, Next Day for FREE before 8pm, or a 4 hour time slot for £19.99. Next Day Delivery costs £9.99 if booked after 8pm.

Is there an extra charge for weekend deliveries?

No. There's no extra charge for weekend deliveries. We only charge if it’s a same day delivery or next day delivery for orders placed after 8pm. So if Saturday or Sunday falls into this 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?

Next day delivery is free for all orders placed before 8pm. After 8pm there’s a charge of £9.99 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 £19.99. 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 item.

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

Yes you can. Simply telephone our call centre on 0344 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 items you order or how many different brands you choose, they will all be delivered together.


Connection & Disconnection

Will you disconnect my old item?

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

Here's the list of items 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 item 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 items
  • Cookers
  • Range Cookers
  • Ovens
  • Hobs
  • Cooker Hoods
  • Condenser Tumble Dryers
  • Spin Dryers
  • Fridge Freezers
  • Fridges
  • Freezers
  • Wine Coolers
  • Microwaves
  • TV's mounted to a wall

If you've paid for us to install your TV to a stand or a gas or electric connection service on a cooker, range cooker, oven or hob, we'll disconnect your old item as part of the service.

Do you connect the items?

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

Depending on your item type, we offer 7 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
  • £44.99
  • SMART TV installation to a stand
  • £99.99
  • Non-SMART Wall Mounted TV Installation
  • £114.99
  • SMART Wall Mounted TV Installation
  • £39.99
  • Non-SMART TV installation to a stand
  • £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
  • £99.99
  • 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 item water connection situated within one metre of the items location. We can also connect to a suitable existing 13 amp socket within reach of the item's power lead. Included in the connection will be the disposal of the transit brackets and a test of the item.

The delivery team will be unable to connect your new item 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 item(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 have a specially trained team who can now connect your new TV to a stand or to a new bracket on your wall.

We currently offer Gas, Electric and TV installations 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 my old items for me?

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

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

If you pay for our Gas or Electric installation, we'll disconnect your old item and recycle it too. 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.

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

How do I know my items are in good condition?

All of our items are brand new and delivered packaged, straight from our warehouse. We recommend you unpack and check you are happy with the item as soon as possible. If you're not totally satisfied once you've unpacked the item, please contact one of our team on 0344 324 9222.

What happens if I cancel my order?

If you cancel your order before delivery has taken place 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. For details on how to cancel an order and return a product after delivery click here

When should I book my fitter?

We currently offer a TV, gas and electric connection service 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 item.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 item. 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 item for you when we arrive, as long as you have selected our installation service.

I've paid for collection 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 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. 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 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?

Yes. 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?

We can!! The cut off for this is slightly different though – you will need to place your order before 8pm 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 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, 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.


TV Connection

We have a professional installation team who can install your new TV to a stand or to a new bracket on your wall. So sit back and relax while we take the stress away of connecting your new TV. This service is currently available in selected areas.

What do you connect / disconnect?

We can install any of our TV's either to the new stand that comes in the box or to a bracket on to your wall. All that we ask is that your bracket is bought from us. 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, but if you've chosen our Wall Mounted Installation service you'll need to make sure your current TV & bracket is removed from the wall before we arrive.

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 collection 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 for just £9.99. 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 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 or Wall Mounted 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.

When will my new TV be connected?

We'll send your new TV out with a specialist team, so we'll deliver, install and have you watching your new TV in no time!

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

Yes, we can! If you place your order before 10pm, we can deliver your new TV and connect it the next day. However if you've paid for a SMART TV to be installed to a stand or any wall installation, unfortunately this is only available in selected postcodes.

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. Please click here to see our checklist.

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.

My TV is currently on a stand, can you connect my new one to my wall?

We Can! You'll need to make sure you've bought your wall bracket from us and the wall we're installing it to is a clear area (eg. free from pictures, shelves etc), it isn't above a fire or heat source (eg. a radiator or heater) and that the wall is strong enough to hold a TV, there may be some stud walls that we can't connect to. We also need you to check that your aerial and cables are long enough to reach the TV / electrical socket, as we're unable to extend them for you.

Will you hide the wires in my wall or under my carpet?

We won't be able to hide the wires in your wall, under your carpet or behind your skirting boards. Don't worry because if you've paid for our Wall Mounted Installation, we'll hide your wires using white cable trunking. Our installer's will also clean up any mess they make. We don't carry vacuums on our vans, so may need to borrow yours.

Are there any walls you can't install to?

We can connect your TV to most walls as long as it's strong enough to hold your TV. Our installers will assess it when they arrive. All we ask is that the area is clear and it isn't above fire or heat source (eg. a radiator or heater.

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

Yes! We'll connect any new or existing devices (eg. sound bars, 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.

Once I have my delivery

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.

How do I return goods that I do not want?

We operate a 14 day returns policy in line with the Consumer Contracts Regulation. If you decide to return an unused item, you just need to give us a call on 0344 324 9222 within 14 days of receiving your delivery or click here to cancel online. We'll arrange a collection for you. We don't charge for collecting returns.

We're happy for you to unpack the product and inspect it properly as you would had you bought the item from a shop. You’ll get a full refund of the product price if you’ve not used it. However, if you have used it, this may have a knock on effect on our ability to sell it to someone else and so where the value of the product is reduced by your use we may only make a partial refund (equal such reduced value) or subsequently charge you for the reduction in value.

Please see our terms and conditions (section 8) for full details on cancelling orders and returning items.

What is the warranty offered on the items?

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.


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 items 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 items going to land fill, it will be treated separately and disposed of in an environmentally sound way.

Can you take away my old item?

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

We're part of the government's WEEE directive, so we make sure items are disposed of in an environmentally friendly way.

So that we can take your old item 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 item to be emptied and defrosted (if it's a freezer or fridge freezer) before we take it away too.

If you pay for our Gas or Electric installation, we'll disconnect your old item and recycle it too. You'll need a Gas Safe registered engineer to disconnect these items for you. All mains wired electric cookers should only be disconnected by an electrical engineer.

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

Will my old item be disposed of correctly if I choose to have it 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 item 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

Items 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 Retail Limited
5a The Parklands
Lostock
Bolton
BL6 4SD

Registered Company No. 3914998

Use of information

We respect your privacy.

We will use the personal information you provide to us to:

a) supply and deliver the products;

b) process your payment for such products; and

c) inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.

You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do.

Depending on your response to the Data Protection questions, your personal details may be used in analysis at an anonymous level by AO Retail Limited to help us improve our service even further. We will not give your personal data to any other third party without your consent.

You can also unsubscribe at any time.

If you can't remember which data protection choices that you have previously made, please just give us a call on 0344 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 the page.


Can't find what you're after? Click here