Delivery

For us to complete a successful delivery, we need you to play your part. This means there are a few things we need you to do, including having someone at the property to receive the products on your chosen date. Please refer to the delivery checklist in your order confirmation email for things you need to double check before we attempt delivery, and don’t forget to check the delivery date to make sure you are at home.

If your delivery fails because you are not in, or for another reason that you're responsible for (including amending the order after 2pm cut-off), and you wish to cancel the order, a failed delivery charge will apply (see table below):

If you do not cancel your order, then a re-delivery charge will apply. Our re-delivery costs vary with our flexible options and depend on your postcode - you can see the price when in checkout. Next day delivery and certain timeslots will cost a little extra.

You have until 2pm the day before delivery to amend your order free of charge.  After this point your product will be on its way so, if you’d like to change your delivery date or time, you’ll have to pay for a new delivery slot.  Alternatively, if you ask to cancel your order after the 2pm cut-off, then a failed delivery charge will apply. See table above for current charges.

If we’re unable to complete a delivery or associated service because of a reason that you’re responsible for, you’ll be able to rebook. You’ll be advised of the redelivery charge for your chosen date at that point. Our re-delivery costs vary with our flexible options and depend on your postcode - you can see the price when in checkout. Next day delivery and certain timeslots will cost a little extra.

If instead you choose to cancel your order, a failed delivery charge will apply (see table above for current charges). Please note the delivery / service charges paid when you placed your order won’t be refunded in these circumstances.

We always try and offer a next day delivery option, but it depends on your postcode and the time of day. To check the next available date, go to checkout online and input your postcode.

We’re pleased to offer our customers a 30 day returns window if you change your mind about an unused product. This is extended to 100 days for AO Five Star members. Details of how to arrange a return and applicable collection charges can be viewed here.  We’ll process a refund of the product price, together with the charge for any services we didn’t begin performing once we have the product safely back in our warehouse.  If you cancel an order within your 14-day statutory cooling-off period, we’ll also refund you any standard delivery charge you originally paid. To cancel an order and request collection you can either call 0161 470 1200 or visit the Cancellation Form (link here account.ao.com - Cancel your order).

We deliver to most of the UK, but there are some places we can’t get to or might charge a little more to deliver to.

If you live in the Scottish Highlands or remote parts of Scotland, we might not be able to deliver to you. Enter your postcode at the checkout to see if we can.

If you live in the Channel Islands, the Isle of Man, or the Republic of Ireland, we’re sorry, but we can’t deliver to you.

Deliveries to the Isles of Scilly can only go as far as St Mary’s Quay. So, you’ll need to collect your order from the port or arrange onward delivery. This means our additional services like installation, disposal and timeslot deliveries won’t be available to you.

Our delivery costs vary with our flexible options - you can see the price when you checkout. Next day delivery and certain timeslots will cost a little extra.

We always try and offer a next day delivery option, but it depends on your postcode. Find out more at the checkout.

We deliver from 7am-7pm, but on the morning of your delivery we’ll update you with a 4 hour window, so you know when to expect us. Got plans? No worries. We offer 7am-12pm, 10am-2pm, and 12pm-5pm windows for a little extra.

On the morning of your delivery day, we’ll text or email with an estimated 4 hour window and a link to track your order. As the driver gets closer, the window gets smaller, but with other deliveries and traffic, your delivery time might be affected.

You’ll need to make sure someone is in to accept your delivery. If our driver arrives within the estimated 4-hour timeslot and nobody’s home, we reserve the right to charge for re-delivery. If you decide to cancel your order instead, we’ll refund you the price of your product but a failed delivery charge will be applicable. Please see above for failed delivery charges.

We can install in most postcodes 7 days a week, so we can get your product up and running as soon as it arrives. See when we can deliver to you at the checkout.

If plans change, don’t worry. You can change your delivery date and timeslots for free through ‘My Account’ after you’ve ordered up to 2pm the day before delivery. If you wish to amend the delivery date after the 2pm cut off, then you will have to pay a re-delivery charge.

This depends on the type of product you’ve ordered, but we’ll send you a text to let you know what your options are on the day of your delivery.

We do, but our drivers will have the final say on whether a delivery is possible. Once you place an order, you’ll be asked how many steps your home has, so we can make sure we’re prepared on the day.