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FAQs

Coronavirus and your order

What is your delivery service like now?
Will you bring the product into my home?
What precautions are your delivery drivers taking to ensure I don’t get Coronavirus?
Are you still offering installation?
The product I want is out of stock – when are you getting more in?
Can your driver refuse to come into my house and install my product?
What happens if I book a delivery and start to feel unwell or I’m told to self-isolate?
I’m not self-isolating but I’m feeling a bit unwell – can I still order from you?
I’m self-isolating – will you still deliver?
If my product was delivered but it’s got a fault, will you come and uninstall it/collect it?
I want to exchange my product - will the coronavirus affect this?
Can I cancel my product now it’s already in my home?
If the situation gets worse, will you stop delivering? Are you at risk of running out of products?
Will the latest Government advice affect my order?
Are you collecting products if I want to return?
Can I rebook my order and service?
Who is classed as vulnerable and what is your approach to delivery and services for vulnerable individuals?
If I have booked an installation service which has been cancelled, can I amend or cancel my full order and get a refund?
Are you still offering Click + Collect services?
Are you still offering recycling services?
Are you still delivering to Northern Ireland?
Are you still delivering to the Isles of Scilly?
I purchased a product on AO Finance/NewDay and I am worried about missing a payment – what should I do?
What is the quickest way to manage my NewDay account?
I need to speak with someone from NewDay – what should I do?

Find out more about placing your order on our website or over the phone.

Placing your order

How and when can I order?
What's the cut-off time for next day delivery?
What are my delivery options?
Can I have an invoice?
How do I know if the item will fit?
Will I receive the exact model shown?
When do you confirm my item is available?
Can I return an item I don't want?
What if my item is faulty?
Will my item have a warranty?
Are there any age restrictions?
I'm eligible for a promotion, how do I claim it?

Check our top questions on how to pay for your order.

Paying for your items

Which payment methods can I use to place my order?
Does it cost me any extra to use PayPal?
I’ve paid with Apple Pay – why doesn’t the card on my invoice match mine?
Is it safe to send my debit/credit card details over the web?
If I don't want to pay online, what do I do?
Payment for your Order

These are our most popular questions about discount codes when shopping with us.

Discount codes

Why isn't my discount code working?
Can I use a discount code if I order on the phone?
Can I use more than one discount code on my order?
Can I use a discount code with Price Match?
Can I use my discount code more than once?
Where do I enter my discount code?
Where can I get a discount code?
I'm a new customer and I received a discount code. How do I use it?

Find out more about our cashback offers.

Cashback

How can I claim cashback?
Do I need to know anything else about cashback?
How do I claim my Buy More and Save offer?

Got a question about an order on its way to you? These may help.

Prior to delivery

What do I need to do before my delivery arrives?
Where can you deliver?
Who will deliver my item?
What time will my delivery be?
Can I track the status of my delivery?
How do I find out when my item will be delivered?
What happens if you can't deliver?
What if I'm in a hurry?
How much does delivery cost?
What is Eco Delivery?
Can I choose a delivery slot?
Can I change a delivery date I have already agreed to?
Will it cost to change my delivery date?
Can I change my delivery timeslot?
Can I change my delivery address?
When I order more than one item, will they all be delivered at the same time?
Why can't I have the delivery date I want?
Can I amend my delivery details in my account?
My product is being delivered by DPD. When will I know when it's being delivered?
The delivery date I've been given by DPD isn't convenient, can I change it?
Can I cancel my order before delivery?
When will my item be delivered?
Where can I get an update?
I live in Northern Ireland, when will I receive my delivery?
My delivery hasn't arrived yet, what should I do?
Can I speak to my driver?
There's no paperwork with my delivery
My driver was brilliant, how can I say thank you?
Help, I've ordered the wrong thing!
My product has not been delivered
Will you deliver if the weather is bad?
Something's gone wrong!

We install thousands of products every year – find out more about this service.

Installation

Will it be installed by a professional?
What do you connect / disconnect?
How much does installation cost?
Will you be able to disconnect my old cooker / hob?
I've paid for disposal but don't need installation. Will you still disconnect?
What preparations do I need to make?
What is LPG?
I've bought a mains gas cooker. Can I change it to run off LPG?
What is a Hot Zone?
Will you connect at the same time as my delivery?
How long will it take?
If the installer can't connect for any reason, can I have a refund?
I've already had my cooker delivered. Can I order installation separately?
I need my cooker tomorrow. Can you install it next day?
I need a hob installing. Will you cut my worktop?
I need a built in / built under oven. Will you fit it into the unit?
I've bought an electric cooker but need a gas cooker disconnecting. Is that ok?
Will your engineers have the hoses or cables to connect?
I want my item to be installed at a commercial property. Is this ok?
Will you reverse the doors on my new fridge?

Get your smart thermostat up and running with our help.

Hive installation

Why are there 2 different types of Hive thermostats? Which one will I need?
How do I know what kind of boiler I have?
What do I need to do on the day my thermostat’s installed?

We can wall mount your TV – check here for more information.

TV to Wall installation

Which TVs can you mount to a wall?
Will you take away my old TV?
How do I select the service with my order?
Does installation include the bracket?
Can I choose a delivery timeslot with my installation?
Do I need to buy my bracket from AO?
I've already had my new TV delivered, can I order TV to Wall installation separately?
Will you install my new TV to an existing bracket?
Do I need to do any preparation?
How does the installation work?
I need my TV delivered tomorrow. Can you deliver and install the same day?
Do I need to consider anything else?
How will my cables look?
Will you connect my satellite box after you’ve connected my TV?
Will you set up my smart TV?
Can I return a TV after you’ve installed it?
Will you take away the packaging?
What do I do if I have a problem after delivery and installation?

You can read up on AO Finance with our full list of finance FAQs.

AO Finance

Want to pay on finance?

Find out the benefits of My Account and how to register here.

My Account

How do I register for an account?
Do I have to create an account to order with you?
What are the benefits of creating an account?
I recently placed an order, but I don't seem to have an account?
I can't seem to create a password. Can you help?
I haven't received my activation email. Can you help?
Will my address and payment information be secure?
Can you reset my password for me?
I saw an offer for money off when I register. How do I claim this?

Take a look at our most-asked questions all around Click + Collect.

Click + Collect delivery

Why is Click + Collect not available on my order?
How do I find my nearest collection point?
Are there any postcode restrictions?
When are the collection points open?
When will my parcel arrive?
What do I need to take with me when I collect?
What is a valid form of ID?
What if I lose my CollectPlus collection code?
Can someone else collect my parcel?
How long will I have to collect my parcel?
What if I've collected my item and want to return it?
What if I need more time to collect my parcel?
Why isn't finance available on items delivered by CollectPlus?
Can I change my home delivery to Click + Collect?

For returns, exchanges and recalls, check our most-asked questions here.

After you've ordered

Can I exchange my product?
Can I return my software?
Can I protect my data on my Computing product?
Can I return my product?
Safety notice – KitchenAid 1.7 litre kettles
Grenfell Tower and Hotpoint FF175BP/BG Fridge Freezer Update
I've heard there's a product safety notice on Hotpoint, Indesit and Creda appliances. Do I need to do anything?

Find out more about how you can track your order on delivery day.

Track Your Order

How do I track my order?
What is the AO App?
Can I change my delivery date?
Can I leave my parcel with a neighbour?
What is the interactive map?
X deliveries before we get to you
What does my ‘delivery window' show me?
Can I leave my parcel in a safe place?

Got a problem with your product? These questions and answers should help.

My product is faulty

My item isn’t working, what should I do?
How do I arrange an engineer?
My product is out of warranty, can you help with a repair?

If you’ve a question about your AO Digital Reward Card, the answer is likely here.

AO Digital Reward Card

Where can I spend my AO Digital Reward Card?
Who are ao.com?
How and when will I receive my AO Digital Reward Card?
How can I check my AO Digital Reward Card balance?
How do I redeem my AO Digital Reward Card?
What are the Terms and Conditions of my AO Digital Reward Card?
Can I return an item purchased using my AO Digital Reward Card?
Does my AO Digital Reward Card ever expire?
Can I swap my AO Digital Reward Card for cash?
What happens if my AO Digital Reward Card is lost, stolen, or damaged?
How many AO Digital Reward Cards can I use during one transaction/purchase?
Where do I find my AO Digital Reward Card number?
I have a query regarding my AO Digital Reward Card, who should I contact?
Where can I purchase a AO Digital Reward Card?