FAQs

You can order your item through this website or from one of our friendly customer advisors. You can contact our friendly UK based call centre, 8am-7pm Monday-Friday (Sales open at 8.30am) and 8am-5pm at weekends on 0161 470 1100.

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 5pm right up until Midnight. You’ll be able to see if Next Day Delivery is still available when you place your order.

You can choose a home delivery option, which lets you have your order delivered to an address of your choice. Some eligible items also let you choose Click + Collect, where your order is delivered to a local store. The days available for your delivery will be clearly marked in the basket. Your delivery options are dependent on the products selected and your delivery postcode. For small appliances, some TV & entertainment, computing, smart tech, gardening and DIY products where you choose standard delivery, you will be provided with the date your product will be delivered by, and we will keep you updated with further information.

 For small appliances, some TV & entertainment, computing, smart tech, gardening and DIY products where you choose standard delivery, you will be provided with the date your product will be delivered by, and we will keep you updated with further information.

Yes. You can email your invoice to yourself on the 'Track Your Order' page. If you still need help, just get in touch.

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 customer advisors on 0161 470 1100.

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 our website are for illustrative purposes only. We've made every effort to display all item colours accurately. However we can't guarantee that all the images displayed on your device 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.

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.

If you're not happy with your product, just let us know within 30 days of delivery and you can return it. Your refund will be made within 14 days of collection from your home and it will include the cost of delivery. It's important you don’t use or install your product. If you do, we'll have to deduct up to 50% of its value from your refund, as we cannot resell it as a new item. We're happy for you to unpack the product and inspect it properly. We'll refund you in full for items which haven't been used, as long as you let us know you want to return it within 30 days of delivery. Please note, software cannot be returned. If you're returning a bladed gardening item, it'll need to be boxed before it can be returned to us. Batteries from any used returns will need to be disconnected. For more information on this, please visit our Ts&Cs.

If you think your product may be faulty, we’ll do our best to resolve the problem as quickly as possible. We'll ask you to provide information on the product and the problem, and may suggest an engineer’s visit to help identify the fault. If the product is faulty, we’ll offer you a resolution in accordance with your legal rights. For more information on this, please visit our Ts&Cs.

The manufacturers will supply a warranty in addition to your rights under the Consumer Rights 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.

Bladed items, including chainsaws, grass trimmers, hedge trimmers, multi tools and saws, can only be purchased if you are 18 years of age or over. If you are underage please do not attempt to order or purchase these products. We complete age verification checks on orders for bladed products and our drivers, if appropriate, also check that delivery recipients are over the age 18 years old. We reserve the right not to supply any age restricted products where we reasonably believe that you are below the relevant legal age.

For Buy More & Save or AO cashback promotions, we’ll email you a link to your claim form along with your invoice. You’ll receive this within 72 hours of your delivery. Claiming is simple - just fill in the form and we’ll have the money to you within 21 days. If you can’t find your email, make sure you check your junk mail.

If you’re eligible for a promotion from a manufacturer, head over to your product information page on ao.com for details on how to claim. Alternatively you can visit our Help & Advice section and the Latest Promotions page.

Of the UK’s major electrical retailers AO has the largest volume of 5 stars reviews on Trustpilot, of which 93% of reviews were rated 5 or 4-star. That’s more than 300,000 5 star reviews. In fact, AO has more 5-star reviews than Curry’s, John Lewis and Argos put together!

Source: Trustpilot Date: 02/01/2024

You can use Visa, Visa Debit, American Express, MasterCard, PayPal or Apple Pay. You can also pay with AO Finance, which offers a range of different payment options. Find out more here.

No, PayPal is completely free. However, it can only be used on online orders, not telephone orders.

Apple Pay creates an 8-digit unique account ID for your iPhone and this is what shows up on your invoice. It’s still linked to your bank card, so money will still come out of your account when you make a payment. And of course, any refunds will go straight back where they need to be.

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.

Simply telephone our friendly call centre on 0161 470 1100 and one of our advisors will be happy to process your order by telephone using your payment card.

Authority for payment must be given at the time of your order. Payment will only be taken once your delivery date has been agreed.

Voucher codes will be available for a specific time period. Please check the expiry date and that you’ve entered the code correctly. A common error is an extra space if you're copying and pasting the code. Codes aren’t case sensitive so it’s fine to use capital or lower case letters.

Yes, if it's a discount code that you've seen on our website. Please let our friendly customer advisors know that you have seen a discount code so that they can add this to your basket. If it is a unique discount code that you've received via an email, then it will need to be redeemed online as it isn’t valid for orders placed over the phone.

No. Sorry, only one voucher code can be used per transaction. Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like.

Discount codes can't be used in conjunction with Price Match. We'll happily honour whichever option gives you the biggest savings on the listed selling price.

Your unique discount code has been generated especially for you and can only be used once, however all other discount codes can be used as often as you like.

The discount code box can be found at the bottom of your basket. Simply type or copy and paste your code into the box and click apply. Your total will update to include your discount saving. Please be aware, you must enter your discount code in the basket as you can't apply it later.

From time to time we’ll offer discount codes across the site. This will be clearly visible on our homepage and on the specific product page that the discount applies to. Sometimes we may ask for your email address in order to receive a unique discount code. We will use your email address to inform you about our latest promotions and offers. You can unsubscribe from these emails at any point.

You'll be able to use your discount when you place an order of £299 or above. Simply enter your code in the basket and your discount will be applied automatically.

We offer both manufacturer cashback and our own cashback promotions.

To claim a manufacturer's cashback promotion, we'll let you know what you need to do at the checkout. This usually requires filling out a claim form on the manufacturer's website. When we offer our own cashback promotion, we'll send you a claim form, by email, within 5 days of delivery. Simply fill this in, within 21 days, and we'll send your cashback via BACS. This should be within 21 days of receiving your form.

All promotional products are subject to availability while stocks last. We also reserve the right to void amend and/or change this promotion at any time.

If you’re eligible for “ Buy More and Save", we’ll email you a claim form within 5 days of your delivery. You’ll need to submit that form to us and we’ll process your payment by bacs transfer. You can read more about both of these promotions on our Promotions Explained page.

We want your delivery to go as smoothly as possible, which means that we need a helping hand from you on the day. You might want to plan how your driver will access your property, and how your new appliance will get to its new home in your house. It’s a good idea to move your car off your drive, furniture that could get in the way, or even take pictures down that could get damaged during delivery. If we’re disposing of an item for you, make sure that it’s ready for us to take.

Last but not least, make sure you keep an ear out for phone calls or knocks at the door. It could be your delivery!

We offer flexible delivery options to the UK excluding the Highlands and Northern Ireland. We may not be able to deliver if you're in the Scottish Highlands or in more remote parts of Scotland. For the following postcodes, delivery fees may be higher and your order won't be eligible for free delivery or other promotions: BT, GY, HS, IV21-24, IV26-27, IV40-56, IM, JE, KA27-28, KW15-17, PA20-23, PA28-31, PA34 5*, PA 34 4*, PA41-78, PA80, PH33-50, SI, TR21-25, ZE.

Due to courier restrictions, we can't deliver to the Channel Islands, the Isle of Man or the Republic of Ireland.

Our large products are delivered by our in-house 2 man logistics company, AO Logistics. For smaller items we partner with DPD. If your order is being delivered by DPD, we will let you know the night before, so you are fully informed on the delivery process. For deliveries to Northern Ireland and other selected postcodes, we partner with delivery specialists for the location.

We also offer a Click & Collect service on smaller items, so you can choose to have your order delivered to one of thousands of Yodel Store locations. You'll have 10 days to collect, so no need to worry about waiting in! See our Click & Collect FAQs here.

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 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’. Please note, this time may change as your driver makes their way to you, especially during bad weather or increased traffic.

To help you plan your day without having to waste time waiting around. The Track Your Order service is available from the time you complete your order and can be accessed through the website, your Order Acknowledgement Confirmation email or by visiting ' Track Your Order’.

We confirm this to you at the point of choosing your delivery option. 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. If you have chosen home delivery, you'll be notified by DPD the day before delivery. You'll then receive your timeslot from DPD before 11am on the day of delivery. If you have chosen Click & Collect, you'll receive a notification when your order has been dispatched and again when it arrives into store. For all other deliveries you'll then receive an email and an SMS when your order has been dispatched with information on how you can track your order. Your expected timeslot will then be sent to you on the morning of delivery.

Sometimes there might be some restrictions on when we can deliver - for example if bad weather closes the road. We'll block out any unavailable dates when you place your order, and on the day if something stops us from delivering to you we'll let you know so we can rearrange. We'll email you with any updates, so make sure to keep an eye on your inbox.

If you’re in a real hurry to get your product, we offer a swift Next Day service. The cut-off date for next day delivery does vary depending on your location, so make sure to check this out before you buy. Selected TV, audio, computing, smart tech, gardening and DIY products also qualify for Express delivery, which will get your order to you before midday the following day. Again, cut off times can vary depending on your location, so check it's available before you buy.

Our delivery costs vary with our flexible options - you can see the price when you checkout. This allows you to create a package which fits in with your busy lifestyle. For kitchen appliances, TVs, or selected audio, computing, smart tech, gardening and DIY products, you can choose a 4 hour time slot from an additional £20. Occasionally we may offer these paid for delivery options at a discounted rate. These promotions will be clearly stated on the website.

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.

Delivery slots are great for making sure your new appliance arrives when you’re at home. You can choose from morning and afternoon time slots for an extra cost, and we’ll arrive with your delivery at a time that suits you. However, it’s important to remember that this option isn't available if you've paid for a cooking product to be connected.This service isn't available on small appliance, selected TV & entertainment, computing, smart tech, gardening and DIY products either, but if you choose Express Delivery, your order will be with you before midday the following day.

If you choose to Click & Collect your order, you'll have 10 days to collect.

For large appliances, yes, you can change your delivery date up to the day before using the 'Track Your Order’ page. If you need help, just give us a call on 0161 470 1200.

On small appliances, selected TV & entertainment, computing, smart tech, gardening and DIY products, you'll be able to change your delivery date with our trusted delivery partner, DPD, once you've had the confirmation SMS and email. Simply follow the instructions in the SMS or visit their site and DPD will take care of the rest.

If you've chosen to Click & Collect your order, you'll have 10 days to collect, so no need to rearrange!

When you place your order, your delivery price has been secured. This means that if you need to delay your delivery, we can change it to a time that suits you at no extra cost.

Unfortunately not, as your delivery time has already been planned into your driver’s route. If you don’t think you’ll be at home to sign for your delivery, give us a ring and we can re-schedule delivery for another day. Not available for the whole day? We can offer you your very own timeslot. Simply choose from morning, lunchtime or afternoon delivery timeslots during checkout, and the charge will be added onto your purchase. On selected TV & entertainment, computing, smart tech, gardening and DIY products, you won't be able to choose a timeslot.

If you have ordered a kitchen appliance or TV, you can give us a call before 2pm on the day before delivery and we will be able to change your delivery address for you. On small appliances, some TV & entertainment, computing, smart tech, gardening and DIY products, we are unable to make any changes to your order once it has been placed. Small appliance, selected TV & entertainment, computing, smart tech, gardening and DIY deliveries will be made by our trusted delivery partner, DPD.

We always try to deliver all your items together to make things as easy as possible for you. However, sometimes items will be delivered from different warehouses so will arrive separately. You can track your delivery to stay up to date with when your items will be delivered. If you need to change your home delivery on a DPD order, their in-flight options let you choose a different delivery date.

With kitchen appliances and TVs, you'll be able to choose your delivery date in step 2 of the checkout process. You'll see the dates available over the next week, and you can view up to 5 weeks ahead. Available dates will be shown with the price for delivery. To give you the best possible service, the dates shown are based on your postcode and the availability of our drivers. Some days and times are more popular than others, and unfortunately at peak times of year you may find that dates get booked up quickly. Our checkout calendar is updated constantly to give you the next available options. On small appliances, selected TV & entertainment, computing, smart tech, gardening and DIY products, we can't guarantee a date for our standard delivery, but you can change it once our trusted delivery partner, DPD, confirm your date.

You can amend your delivery details before your delivery day by using our 'Track Your Order’ page. Unfortunately, you can't make any changes on orders for small appliances, selected TV & entertainment, computing, smart tech, gardening and DIY products. If there's a problem with your delivery date, you can use DPD's SMS and email service to have your order delivered on a different date. Simply reply to the SMS or email with your preferred option and DPD will take care of the rest.

The standard delivery available on selected TV & entertainment, computing, smart tech. gardening and DIY products will specify the latest date that they will be delivered. We will send you tracking information by SMS and email when the order is with the courier, and an ETA timeslot on the morning of delivery. When you get your tracking information you can also use DPD Precise or visit their site to choose a convenient day for delivery, and you can even narrow it down to a one hour time slot. So there’s no need to wait in all day. If you've selected Express Delivery, you'll still get your order before midday if you don't respond to the automated DPD Precise text offering you a 1 hour timeslot. However if things have changed and you won’t be in at that time, you can still use this service to pick a new delivery slot for later in the day.

You can use DPD's in-flight options on their site which allow you to change the delivery date. If you've chosen the standard delivery method, we will let you know the exact day of delivery by email and text message the night before delivery.

If you have ordered a kitchen appliance or large TV, you can cancel your product before delivery. If you have ordered any other small appliance, TV & entertainment, computing, smart tech, gardening and DIY product, we can't cancel the order after it has been accepted and entered the delivery process. You can refuse delivery of the product, or you can accept delivery and then arrange a return using our Drop@Shop service. Both of these options are free of charge, and you will receive a full refund once we have received the item back in an unused condition. Software orders cannot be cancelled. However if you would like to move the software to a new device, you can call the software provider and request that the license is transferred.

If you have ordered a kitchen appliance or TV, you will choose your delivery date in the basket. On small appliances and orders for selected TV & entertainment, computing, smart tech, gardening and DIY products that don't qualify for nominated day delivery, you can choose Express, Next Day or standard delivery options in the basket. After you order we'll let you know exactly when your product will be delivered, and you can track your order here.

To get the most up to date delivery time, visit our 'Track Your Order' page, or, for selected TV & entertainment, computing, smart tech, gardening and DIY products, you can change the date using DPD's SMS and email service once you get your delivery confirmation. Simply reply to the SMS or email with your chosen date and DPD will take care of the rest. To change anything else on your order, please give us a call on 0161 470 1200.

For your most up to date delivery time, you can Track Your Order. Make sure to keep an eye on your emails too, as any updates from us on the day will be sent here. If your timeslot has come and gone and your driver is nowhere to be seen, give them a bell on 01204 672680, or speak to our contact centre at 0161 470 1200.

You can call your driver on 01204 672680. If you don’t get an answer straight away, please be patient. Our drivers are busy people and have lots of customers to visit. If your order is being delivered by DPD, you won't be able to call your driver, but you can speak to DPD directly.

That’s because we’ve gone green here at AO. Your invoice will be emailed to you within 72 hours of your delivery being made. Alternatively, you can head on over to My Account.

We’re happy they made you happy! Head over to ao.com and leave us a review, or send us some nice words via Facebook or Twitter.

Oops! We all make mistakes sometimes. Give us a call on 0161 470 1200 and we’ll swap your product for something else. If you think you’re going to return an item, it’s important that you don’t use or install it as you may not receive a full refund. On selected TV & entertainment, computing, smart tech, gardening and DIY products, you can refuse delivery of your order and it will be returned to us.

You can keep an eye on your delivery on our track your order page. If your item is showing as delivered but you don't think it has been, please give us a call.

We won't let a bit of rain or snow get in our way, so we'll always try and deliver your products whatever the weather. If your driver is delayed for any reason or needs to reschedule the delivery, don't worry, you'll be the first to know.

Don’t panic, we’re here to help. Give us a call between 8am-7pm (Sales open at 8.30am), Mon-Fri or 8am-5pm, Sat-Sun and we’ll do our best to sort it for you. If your item isn’t working properly, the manufacturer is often the best person to help. You can find all our manufacturer helplines here.

Handy hint: Keep a note of your serial number before your appliance is installed. This makes it easier for you to claim any promotions back, or to get help if there’s a problem.

Yes. Our delivery team 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.

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. We also install integrated fridge freezers. Unfortunately, this service is not available in Northern Ireland, Jersey, Guernsey and the Isles of Scilly.

This depends on what appliance you’d like us to install. For example, cooking appliances that require engineers to visit your home will cost a little more than setting up your TV. We’ll display installation prices for your items in the basket.

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.

Please make sure The Hot Zone around your hob is free from switches and anything flammable. There also needs to be a gap of at least 65cm between your electric hob and the cooker hood or ceiling. This should be 75cm for gas hobs. If the Hot Zone isn’t clear of hazards, we might not be able to install.

No, 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.

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. We've come up with a handy guide and all the information is on our installation page.

LPG stands for "Liquid Petroleum Gas". This is usually supplied in cylinders and is common in remote areas that don't have a mains natural gas supply.

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.

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.

Connection is subject to availability and postcode restrictions may apply. We will send your item out with our specialist installation team, so they can deliver, connect and have you cooking away in no time!

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 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.

Sorry, but our installation service is only available at the point of delivery, and can't be purchased separately.

The installation service is subject to engineer availability in your area. When you select the service and enter your postcode at the checkout, the calendar will display the next date available for your installation. 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.

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'll install all hobs as long as the current hole in the worktop is no larger than the footprint of the new hob. If you're moving from a four burner to a five or six burner, we can make your aperture bigger to install the new hob if required.

We certainly will. One thing to mention though - our delivery team will need to assess the unit 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.

That's absolutely fine. Our delivery team 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.

They will if you've paid for installation. These days, most cooking items aren't supplied with cables or hoses, for your safety. However, our delivery team will come prepared. But, if you haven't paid for installation, we won't be able to supply these.

Unfortunately, our premium installation service is not available at commercial properties that don't have a secondary domestic meter. This includes integrated washing machines, integrated washer dryers, integrated dishwashers, integrated fridge freezers, integrated fridges, integrated freezers, ovens, cookers, range cookers and hobs. However, our regular installation is available on all other products at commercial properties.

Door reversal is included as part of our premium connection service on integrated appliances. For qualifying freestanding appliances, you’ll need to select and purchase this as a separate service when you checkout. On the product page of your chosen model, scroll down the specifications and you'll be able to check the default hinge position and whether or not the doors can be reversed.

Mobile phone stock that’s brought into the UK from Europe and is inspected and officially modified by authorised partners to ensure it includes UK software, accessories and instructions.

We go to extraordinary lengths to bring you the best possible prices, sourcing official Samsung mobile stock not just from the UK, but from across Europe as well.

When we find a cheaper price on the Samsung mobile phone you want, be it here in the UK or from our partners in Europe, we pass those savings on to you by simply offering you better deals at lower prices.

To make sure your experience is as good as the prices we offer, our authorised partners inspect and officially modify any European-sourced stock to make sure it runs on UK firmware and includes UK accessories, like a 3-pin plug charging head.

Ultimately, the Samsung mobile phone you receive is the same whether it’s sourced from the UK or Europe – they’re all brand-new with a full manufacturer's warranty – all that changes is the price, meaning you can get a better deal than buying elsewhere.

One just controls the heating, so it’s great for combination boilers. The other connects to your hot water supply as well as the heating, which means it’s for boilers that have a hot water tank. Before you buy a thermostat, just make sure you’ve chosen the right type to match your boiler.

If you’re lucky enough to get unlimited hot water, you’ll have a combination boiler. If not, you’ll have a boiler with a hot water tank or airing cupboard that’ll store the hot water supply. In this case, you need the second kind of thermostat to control the water as well as the heating.

Hive thermostats work with most electric boilers, oil boilers (but you’ll need an OFTEC qualified engineer for installation), and gas and LPG central heating systems. Unfortunately, it won’t work with storage or electric room heaters, solid fuel boilers or heat pumps, or boilers that currently have Honeywell SmartFit Controls or a Vaillant VR 65 Control Centre.

Just bear in mind that Hive can’t guarantee a thermostat will work with your specific boiler until an engineer tries to install it. But if the requirements set out in the question below have been met, and the thermostat still can’t be installed, you won’t be charged.

For more information, check out this link. It also has a list of Worcester Intelligent Appliance boilers that won’t work with Hive thermostats.

See all our AO Finance FAQs here.

You can register for an account in just a few simple steps by following this link. We’ll ask you to enter an email address and create an account password. We’ll then send you an activation email. You’ll need to follow the instructions in this email to activate your account.

No, not at all. You’d just need to enter your payment and address details each time you place an order with us.

We’ll remember your addresses, payment details and up to 3 bank cards so you can place your next order in no time. You’ll also be able to change your delivery date, add a timeslot and download your invoice so you’ll be in total control of your order. Plus, if you ever need to contact the manufacturer about your appliance, all their contact details will be on your order.

We won’t automatically create an account if you place an order with us, so you will need to register. You can do this here. If you’re ordering with us, you’ll also see information on how to register on your order confirmation page. We’ll give you the option to remember the payment and address details used in your order.

It may be that the password you’re entering isn’t strong enough. Try using some numbers and upper case letters to increase the strength. Your password should be unique to you and not something other people will easily guess.

We’ll send your activation email out immediately, but how quickly you receive it may depend on your email provider. Please also check your junk mail just in case. Add us to your ‘safe senders’ or ‘contacts’ list to make sure emails from ao make it straight into your inbox. If you haven’t received your email within a couple of hours, let us know.

Once we have your information, we’ll ensure we protect it with all of the appropriate safeguards. It’s important that you also take responsibility for protecting your account information. Make sure your password is strong, don’t share it with others, and try not to use the same one for lots of online accounts. Don’t send your password by email – we’ll never ask you to do so. We won’t ask you for your password information over the ‘phone; we’ll advise you on how to reset it. When you register a card within your account, we will authorise a 10p charge from that card. Although it may appear on your statement, we don't actually take the payment from you, it's just a validity check.

No, for security, we ask you to reset your password yourself. We wouldn’t ask you to share your password with us, but if you contact us we can advise on how to reset it.

From time to time we may also send you promotional offers and details, including when you first register for My Account. Our My Account registration discount offer applies to items worth £299 or more. Your discount code will have an expiry date and won’t be valid for use after that date. This is a promotional offer and can be withdrawn at any time.

There are a few reasons why Click + Collect might not be available. Some of our items are too large or heavy to be delivered to a store, so we only offer this service on smaller products and accessories.

At the checkout, you'll be able to search locations by entering your postcode. Collection points will appear in a list and on a map. Simply click the store that's most convenient for you to select it.

Some postcodes have a longer lead time, and therefore next day delivery cannot be guaranteed. The following post codes require 1 additional service day: AB1 – AB99, DD8 – DD11, IV1 – IV40, IV52 – IV54, IV63, KA27 – KA28, KW1 – KW14 and PA20 – PA40.

The following postcodes require 2 additional service days: TR21 – TR25.

Yodel stores are open early until late, but specific opening times vary between stores. You’ll find the opening times listed alongside each store when you make your selection in the basket.

Your parcel will arrive at your chosen store before 9PM on the day you've selected. Yodel will send you a text and an email to let you know when it's ready to collect.

When your parcel is ready, you'll receive a text and an email containing a collection code. Take this code, along with a valid form of ID, to the store within 10 days to retrieve your parcel.

• Driving licence
• Utility bill
• Mobile phone bill
• Wage slip
• Bank statement
• Cheque guarantee, credit or debit card
• Bank or building society book
• Passport
• Cheque book

Unfortunately you can't collect your parcel without a collection code. If you have lost the code that was sent, you should contact Yodel Customer Services directly to arrange for a new one to be issued.

Yes, that's absolutely fine. They will still need to bring the collection code that you've received and the proof of ID.

Once your parcel has arrived, you'll have 10 days to collect it. You'll also get a reminder if your parcel hasn't been collected after 3 days, and another after 7 days.

If you have collected your parcel and wish to return your item/s, please contact ao.com and we will arrange to collect your item/s from you.

If you can't collect your parcel within 10 days of its arrival, simply contact Yodel Customer Services to arrange for an extension of the collection period.

Unfortunately, our finance provider can only offer finance on items that are delivered via our own delivery service.

If your product is suitable for Click + Collect delivery, we should be able to help. If you have ordered a kitchen appliance, a TV or a selected audio, computing, smart tech, gardening and DIY product, you can give us a call before 5pm on the evening before delivery and we should be able to change your delivery option for you. Selected TV & entertainment, computing and smart tech deliveries will be made by DPD so you can use DPD's in-flight options which allow you to arrange delivery to a local store.

If you’ve ordered a kitchen appliance or TV and it’s not what you were expecting or you’ve changed your mind, get in touch and we’ll exchange it for you for free. As long as your product is unused and has not been installed, you can get in touch with us to request an exchange within 30 days of delivery.

We can't exchange small appliances, selected TV & entertainment, computing, smart tech, gardening and DIY products - you will need to contact us to cancel the order and arrange to return it, then place a new order for the product you would like.

For more information, please visit our returns page.

Unfortunately, we cannot offer refunds on software purchases. Your software will be emailed within 24 hours of placing your order, for you to download. The software isn't specific to any hardware bought and it can be downloaded onto other devices. If you need us to re-send, please contact us.

We always recommend backing up your data to a remote or external data storage regularly. If your product needs to be sent to AO or the manufacturer for any reason it will be restored to factory settings and data will be lost. Please make sure all files, photos etc. are backed up as we cannot accept liability for any data loss.

Yes, all products (except software) can be returned within 30 days of delivery. To return a product there will be a collection charge, prices will vary depending on the size of the item. For more information go to our Return Policy. Give us a call with the serial number of your product and we will arrange to collect the item on a day of your choice. You will receive a full refund as long as the product is confirmed as unused once we’ve collected it. If the product has been used we will issue a partial refund as we are unable to re-sell the product. All software sales are final and cannot be refunded due to the nature of the product. For smaller items, why not head to My Account to arrange to drop your return off at a shop?

Drop @ Shop returns are free and you can choose from thousands of convenient Yodel or Asda stores. 

For more information, please visit our returns page.

Orders for large appliances and TV's can be cancelled up until 2pm on the day before delivery. Please note that after if you try and cancel your order before delivery after 2pm we will not be able to stop the delivery and therefore you will be charged for any amendments.

Orders for small appliances, selected TV and entertainment, audio, computing, smart tech and gardening & DIY cannot be cancelled between payment and delivery.

 Following Delivery, to cancel an order and request collection you can either call 0161 470 1200 or submit the Cancellation Form. Please note that after if you try and cancel your order after 2pm we will not be able to stop the delivery and therefore you will be charged for any amendments.

From 29 April 2024, new connectable products should be accompanied by a Statement of Compliance from the manufacturer, certifying that the product complies with applicable security regulations. If you would like a copy of the Statement of Compliance please contact [email protected] with your order number and product details and we’ll email it to you within 14 days.

For further information, please see the “Statement of Compliance for Connectable Products” section of our T&Cs.

You’ll know exactly where your precious cargo is up to on delivery day thanks to our Track Your Order service. Don’t let us get in the way of your day – you can view a live estimated delivery window, an interactive map of where we’re up to and how many deliveries we’re making before we get to you. Plans can change sometimes, we get that, so we like to stay flexible. You can use Track Your Order to change your delivery date and even request another invoice should you need it.

If you've ordered a smaller item and had notification that it's being delivered by DPD, you'll receive a tracking link directly from DPD on the morning of your delivery. If your item is being delivered to a Yodel Store using our Click & Collect service, you'll be able to track it using notifications from Yodel.

Of course. We’re nice like that. For large appliances and TV's, right up until 2pm the day before we’re due to deliver, you can use the Track Your Order page to make any changes to the date. You’ll need your order number (the one we sent you in the text message and email confirmation) and your postcode (we’re hoping you know that bit).

If you’ve ordered a small item, such as a small appliance, computing product, selected TV and audio products, a Smart Home item, gaming product or garden and DIY product, we're unable to amend the order between payment and delivery. These items will be delivered by our trusted logistics friends at DPD. If so, you’ll receive a confirmation text message and email to let you know when it’ll be arriving. Right up to the day of delivery you can visit their website and change your delivery date, or arrange to collect from your local DPD pickup shop. If you've chosen our Click & Collect delivery service, you'll have 10 days to collect from your chosen Yodel Store, so no need to rearrange - just pop along when it's convenient! 

Love your neighbour - particularly if they’ll look after your parcel for you. For certain smaller items delivered by our very own AO Logistics team, you can ask us to leave your order in a safe place or with a neighbour if you’re not going to be in.

No need to hang around all day twiddling your thumbs, the interactive map on the Track Your Order lets you track the delivery van that’s carrying your order. You can’t use it to peek into the driver’s cabin but you can zoom in and out and check how far away your order is from your home. The location should update every ten minutes, but, if it stops moving it could be down to signal issues. Or, your delivery might be happening before your very eyes.

Not sure if you’ve got time to pop out for some milk? On the Track Your Order page, we’ll let you know how many deliveries we’re scheduled to make before we get your order to you.

Time is precious and so is your parcel. To save you waiting around all day, on the morning of delivery you’ll get a four hour delivery timeframe, then as we get closer, we’ll be able to give you a shorter estimation. So, there’s no need to wait around. If the timeframe doesn’t change for a while, it could be down to signal issues in your area.

We’re sorry to hear that your product is faulty. Head over to My Account where you can find out the best way to report your fault. If you don’t have a My Account, don’t worry! You can sign up with the same email address that you used to place your order, and it will automatically load your purchased products. If you want to speak to us, we can support you through the process, or you can contact the manufacturer directly, with the available numbers here.

If your product is under warranty and you want an engineer to come and look at a fault with your product, just call the manufacturer directly.

While it’s best to contact the manufacturer first, if you’d rather not, you can head to My Account to let us know you need help, and one of our team will get in touch.

If you aren’t under warranty but you’ve purchased AO Care and want to book an engineer visit through that, you can either visit www.ao-care.com with the details of your plan that were emailed to you, or call 0800 597 8588.

Or, if you haven’t already purchased an AO Care plan and want an engineer visit outside of your product’s warranty, take a look at our Repair & Care service.

Absolutely we can! You need our Repair & Care service. We can send an engineer to inspect and repair your appliance, and then you’ll get a 12 month warranty included once we’ve completed the job too.