FAQs

We’re doing the best we can during these extraordinary times, but the safety of our drivers and customers is our priority. If you’re self-isolating, we can arrange to leave your order on your doorstep. Otherwise, we’ll deliver the product to a room of your choice. There’s no need to select this option at checkout, simply tell us where you want it when we arrive. Unless you’ve ordered installation, we also can’t unpack your appliance during this time

Our installation service is available on:

• All refrigeration appliances
• Cooking products (except for LPG models)
• All washing machines and washer dryers
• Condenser and some heat pump tumble dryers
• All dishwashers
• Laptop set up (this is a virtual service)

We’re taking a sensible approach to the evolving situation and reintroducing our services when we can safely do so. As such, we’re not offering installation on:

• LPG cooking
• TV to wall installation
• Vented tumble dryers
• Unpack & inspect

If you’ve booked an installation, we will be following social distancing guidelines and would appreciate it if you could work with us to do the same upon delivery and throughout any installation service by keeping your distance and waiting in another room. Drivers have been given gloves and facemasks and are encouraged to wear them – if your driver isn’t then please feel free to ask them to wear them. We also recommend that you clean surfaces and handles once any installation is completed as an extra precaution.

Here’s some of our most recent customer feedback:

“Your delivery personnel were superb considering the restraints that they're working under delivered on time happy what more could you ask for when you consider the pressure that they are working under thank you.”

“Excellent service in very difficult times - my elderly father is vulnerable to Corona virus due to his age but his fridge broke down and this added addition stress. This company delivered the next day, took the old application away for a small extra fee. They helped my father plug it in and even gave how basic instructions how to use the appliance, extremely happy with this service thank you”

“The drivers were unbelievable - courteous, professional, expressed sympathy for the way things were and that they were not able to bring our new appliance all the way to the kitchen, wished us well and when we thanked them, said "well you must have your new appliance".”

“Excellent delivery. Very efficient. The delivery men carried out the job exactly as required - especially in the present circumstances. They unpacked the item, removed packing and placed it in the garage, exactly as requested in a note we left on the gate. All carried out without any interpersonal contact. We are very pleased indeed.”

“I have a broken leg so had prepared as best I could. Having opened the door and moved back 2mtrs+ they kindly lent in without entering my property and left it on the floor as I'm on crutches and can't carry. Super polite, super helpful and can't thank you enough!!! They didn't break protocol but made sure it wasn't left outside 5*”

“In these very difficult times the delivery men were outstanding.. they were bright and cheerful and extremely helpful.. I was so grateful they were delivering still as I am a nurse and my priority is I need to wash my uniforms to continue working.....to the men that delivered it..thank you so so much....”

“Delivery driver was great. He apologised for not being able to fit the dishwasher. We already understood why it couldn’t be done but it was nice to have the personal approach, not just an email. Always found your service to be excellent”

We’re continuing to deliver products in all tiers at this time, and we’re always keeping an eye on any changes to government restrictions. Our drivers are doing everything they can to make their deliveries as safe as possible, whilst in your home and on the road.

If you’re self-isolating, we can arrange to leave your order on your doorstep. Otherwise, we’ll deliver the product to a room of your choice. There’s no need to select this option at checkout, simply tell us where you want it when we arrive.

If you have a recycling collection booked, you’ll need to bring your item to your door ready for us to collect otherwise we won’t be able to remove it.

If you’re self-isolating because of illness or Coronavirus/Covid-19 symptoms, and have booked an installation, we won’t be able to enter your home to carry this out. We will need to leave the item on your doorstep. The cost of your installation will be refunded.

We’re taking a sensible approach to the evolving situation with Coronavirus to make sure we can continue to serve our customers and protect our people. When we deliver, we ask that you distance yourself from our drivers by waiting in another room while they carry out the delivery and installation. This helps to reduce the risk of spreading the virus to others. We also recommend that you clean surfaces and handles once any installation is completed as an extra precaution. Drivers have been given gloves and facemasks and are encouraged to wear them – if your driver isn’t then please feel free to ask them to wear them.

If you need to amend your order, we recommend you go to My Account to change your delivery date.

Our drivers are following social distancing guidelines. As such, your driver will call you ahead of arriving at your property to double-check if you’re isolating or not. On arrival, your driver will ensure they keep a 2 metre distance from your door and will ask you to wait in another room whilst they deliver your product or carry out installation on selected appliances. Drivers have been given gloves and facemasks and are encouraged to wear them – if your driver isn’t then please feel free to ask them to. We will be following social distancing guidelines and would appreciate it if you could work with us to do the same upon delivery and throughout any installation service by keeping your distance and waiting in another room. We also recommend that you clean surfaces and handles once any installation is completed as an extra precaution.

If a driver asks to wash their hands in your home we would appreciate if you could help them out.

On occasion we do use third party delivery people who have assured us they are following all Government guidance.

We are offering installation on:

• All refrigeration appliances
• Cooking products (except for LPG models)
• All washing machines and washer dryers
• Condenser and some heat pump tumble dryers
• All dishwashers
• Laptop set up (this is a virtual service)

We’re taking a sensible approach to the evolving situation and reintroducing our services when we can safely do so. As such, we’re not offering installation on:

• LPG cooking
• TV to wall installation
• Vented tumble dryers
• Unpack & inspect

If you’re self-isolating because of illness or Coronavirus/Covid-19 symptoms, and you’ve booked an installation for a relevant appliance - we won’t be able to enter your home to carry out the installation. We will need to leave the item on your doorstep. The cost of your installation will be refunded.

If you need to amend your order, we recommend you go to My Account to change your delivery date.

A lot of our products are in high demand at the moment. We’re working hard to get products back in stock and available to buy as soon as possible.

Keeping our people and customers healthy and safe is a top priority, so there may be an occasion where a driver doesn’t feel comfortable coming into your home. If this does happen, you can agree to a doorstep delivery or rebook the delivery through our customer service team. If you had an installation booked and it isn’t installed, we will refund you in full.

You should rebook your delivery through My Account or contact us on 0161 470 1200 and talk to one of our team. You might decide to re-arrange your delivery or we can deliver to your doorstep, but we won’t be able to offer the full range of services, including installation. See below if you are self-isolating.

Sorry to hear you’re feeling unwell. We can still deliver, but we’ll need to take a number of precautions as if you’re self-isolating - please see below. However, you might want to think about arranging your delivery for a few weeks’ time when you are feeling better. That way we can give you the full AO service.

Sorry to hear you’ve had to self-isolate. We can still deliver but we will need to take a number of precautions.

• We won’t be able to enter your home, so unfortunately we won’t be able to do any installation work
• We’ll have to deliver your product to your doorstep
• You won’t have to sign for delivery. Instead we’ll take pictures of your delivery on the doorstep, helping to reduce any unnecessary contact.
• You might want to think about arranging your delivery for a few weeks’ time when you are out of self-isolation (we recommend 4 weeks) so that we can give you the full AO service.

We’re sorry that you have a fault with your product. We’re taking a sensible approach to the evolving situation with Coronavirus by following all Government advice to make sure we can continue to serve our customers and protect our people. If it appears that your product has developed a fault, following the recent government advice, we won’t be able to enter your house to uninstall or collect your product. If you urgently require a replacement, please place a new order and we can deliver this to your doorstep. When you are out of isolation you can call us to make arrangements to collect the faulty item that you wish to return.

Following the recent government advice, we won’t be able to enter your house unless we are providing installation for selected products. If you are not displaying any symptoms of Coronavirus we will collect your product providing it is ready to collect by the entrance to your property.

If you are in self isolation due to yourself or a member of your household displaying symptoms we will be unable to collect the product. You have 100 days in which to return the product so we would ask you to hang on for a bit until you are no longer at-risk and out of isolation.

We won’t enter your house unless we are providing installation for selected products. If you are not displaying any symptoms of Coronavirus we will collect your product providing it is ready to collect by the entrance to your property.

If you are in self isolation due to yourself or a member of your household displaying symptoms we will be unable to collect the product. You have 100 days in which to return the product so we would ask you to hang on for a bit until you are no longer at-risk and out of isolation.

We’ll continue to deliver as long as we can do so safely. We are seeing unprecedented demand for some products (freezers, for example) which has led to some challenges with availability. However we will continue to work with our suppliers to offer the best possible range. We will only list for delivery any products that we have in stock in our own warehouse, or are in stock with our suppliers.

Your order will remain unchanged, unless you have booked an installation or unpacking service.

We are offering installation on:

• All refrigeration appliances
• Cooking products (except for LPG models)
• All washing machines and washer dryers
• Condenser and some heat pump tumble dryers
• All dishwashers
• Laptop set up (this is a virtual service)

We’re taking a sensible approach to the evolving situation and reintroducing our services when we can safely do so. As such, we’re not offering installation on:

• LPG cooking
• TV to wall installation
• Vented tumble dryers
• Unpack & inspect

If you’ve booked an installation or unpack that we can’t do, we’ll refund the cost of this.

Whilst your order won’t change – bar installation – the delivery of your product will.

All deliveries will now be made to behind the main entrance of your home. If you have a shared entrance – such as if you live in an apartment block – this means we’ll bring it into your apartment, not just the front entrance to the building, but we currently can’t deliver to the room of your choice.

The only exceptions to this will be all eligible products that include our installation service and all American Fridge Freezers (with or without installation) which we will continue to deliver to the room of your choice.

We will be following social distancing guidelines and would appreciate it if you could work with us to do the same upon delivery and throughout any installation service by keeping your distance and waiting in another room. We recommend that you clean surfaces and handles once any installation is completed as an extra precaution. Drivers have been given gloves and facemasks and are encouraged to wear them – if your driver isn’t then please feel free to ask them to wear them.

If you have a recycling collection booked, you will need to bring your item to your door ready for us to collect, otherwise we won’t be able to remove it.

If you need to amend your order, we recommend you go to My Account to change your delivery date.

Yes – but you will need to bring your product to the entrance of your home and remain in another room whilst we collect your item.

Yes – if you need to rebook or amend your order go to My Account or contact us on 0161 470 1200 to talk to one of the AO team who’ll be happy to help you.

Our driver will call you ahead of your delivery to check to see if you’re self-isolating. If you’re physically unable to move your product from the entrance of your home, your driver will try to help. Our drivers will do their best to do what is right and appropriate under the circumstances. In these instances, your driver will continue to follow guidance on social distancing and hygiene to minimise any risk.

Yes – to amend or cancel your order go to My Account or contact us on 0161 470 1200 and talk to one of our team.

Yes, as it stands we are still offering Click + Collect services. A lot of the Collect+ locations are stores that will remain open, such as newsagents and pharmacies. We’re working with Collect+ to ensure that only open stores are available for you to select when you place your order, but you should double check that the store hasn’t closed temporarily.

Yes – we can still recycle your old appliances – the only exception is in Northern Ireland. Unfortunately, due to restrictions with our delivery partners in Northern Ireland – we can’t offer recycling at this time.

For all other areas, if you have a recycling collection booked, you will need to bring your item to your door ready for us to collect, otherwise we won’t be able to remove it.

Not at the moment. For a short time, like other online retailers, we’re unable to offer deliveries to Northern Ireland. We expect to have new arrangements in place by early February. We’re sorry for any inconvenience that this may cause you, but we look forward to seeing you soon.

Yes – we are delivering to St Mary’s Quay only.

AO Finance/ NewDay knows this may be a difficult time. If you’re worried about making payments, we’re here for you. We have a team of specialists who can look at your options and find the best way we can help. If you need to speak to a member of the team, please call us on 03308 380 178.

Information about COVID-19 and your finances is also available on the FCA’s website.

NewDay expects that waiting times to speak with us will be longer than usual. The easiest and fastest way to view your transactions, make a payment, or manage your account is through Online Account Manager. It is available 24/7 and provides you with instant access to your account and a range of other services.

We recommend that you register for Online Account Manager. If you are not already registered, register here and follow the prompts.

We expect that waiting times to speak with us will be longer than usual and we may need to reduce the services we can provide through our call centre over the coming days. So, we recommend managing your account through Online Account Manager.

If you do need to speak with NewDay, contact us on 0333 220 2598. For the wellbeing of our colleagues, we have reduced our call hours (see below), but you can fully manage your account through our phone system or Online Account Manager outside of these hours.

• Monday – Friday: 08:00 -19:00
• Saturday: 09:00 -17:00
• Sunday: 10.00 – 16.00

You can find more information on the best ways to manage your account, and other account related Frequently Asked Questions here.

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, Monday to Friday, 8am-8pm, or Saturday and Sunday, 8am-6pm 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 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 100 days of delivery and you can return it for free. Your refund will be made within 14 days of collection from your home, or from the day you dropped your product off at a store, 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 100 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 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.

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.

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 free delivery 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.

Unfortunately, we’re currently unable to offer deliveries to Northern Ireland. 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.

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. On selected TV & entertainment, computing, smart tech, gardening and DIY products, you'll be given the latest possible delivery date when you place your order; these items will be delivered with DPD Precise. With DPD Precise you'll receive a text the day before delivery to allow you to choose a one hour timeslot for your delivery. 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.

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.

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.

We offer FREE standard delivery 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. 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 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.

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 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 and DPD will take care of the rest.

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, TV or a selected audio or computing product you can give us a call before 5pm on the evening before delivery and we will be able to change your delivery address for you. On 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. 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, TVs and selected audio, computing, smart tech, gardening and DIY products 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 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 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 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 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 selected TV, audio or computing product, you can cancel your product before delivery. If you have ordered any other 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 collection. 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 selected TV, audio or computing products, you will choose your delivery date in the basket. On 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.

We’re sorry, but we’re not currently delivering to Northern Ireland. We hope to be back by early February, but if you’ve already made an order, please get in touch with our Contact team on 0161 470 1200.

For your most up to date delivery time, you can Track Your Order. 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.

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-8pm, Mon-Fri or 8am-6pm, 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. If this is the case, we’ll pass you over to them.

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.

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 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.

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.

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.

An engineer will be sent to install your brand new thermostat, but to make sure everything runs smoothly, please:

• Download the Hive Active Heating app before they arrive. The engineer can help you with the account registration if needs be.
• Make sure your WiFi is set up and working.
• Make sure you know the WiFi password, or have it close to hand – you’ll be asked to put it into the thermostat, the engineer can’t do it for you.
• Check that the engineer will have easy access to your boiler – bear in mind it’s possible that small decoration damages could happen during installation, which won’t be covered or repaired by AO.

When your shiny new smart thermostat’s been installed, please remember that any timers or thermostats you’re using now won’t work, and neither will any of their additional features.

We’ll be able to mount TVs over 49” as part of our installation service.

Yes, we can dispose of your old TV for you. Once you’ve added your new TV to your basket, simply select our disposal service and follow the payment instructions. All you need to do is disconnect your old TV and make sure it's ready for us to take away.

It’s easy. Choose your new TV, then pick a bracket that’s compatible with it. Once you’re in the basket, you’ll be able to add our TV to Wall Installation service to your order.

No, sorry – it needs to be added to your order and purchased from us.

As this is a premium service, you won’t be able to choose a delivery timeslot, but we will send you a 3 hour window on the morning of your delivery.

Yes, just so we can make sure that the bracket you’ve chosen is compatible with your TV and suitable for the job at hand.

No, sorry – you can only order this installation service with your TV purchase.

Our engineers will assess how suitable your bracket is on the day of delivery. We may not be able to perform the installation if your bracket isn’t compatible or strong enough.

here are a few things you’ll need to check to make sure everything goes swimmingly on the day. Firstly, make sure your wall bracket is compatible with your TV. Make sure any cables like HDMI or an aerial are long enough to reach your TV as well – if you need any cables, you can check out our range here. Finally, the plug socket needs to be within 1 metre of your TV. If it isn’t long enough, we’ll use an extension lead if you have one to test it so you know everything works.

Firstly, we’ll assess the wall that the bracket will be fixed to, and make sure it’s strong enough. Sometimes we may not be able to drill a hole if you have a concrete or natural stone wall. Once everything’s good to go, we’ll attach the bracket to the wall and mount the TV. We’ll then attach the cables and hide them with trunking, so everything’s neat and tidy. After this we can hook in any accessories and start up your new TV. If you’ve purchased a smart TV, we’ll even connect it to the WiFi, just make sure you have any passwords on hand for us.

Once we’re done, we’ll clean up any mess, so it’s like we were never there. Now you can dim the lights and enjoy your new TV.

Please note, we will have to drill holes in your wall, so we can mount the bracket and install your shiny new TV. Small amounts of décor damage can sometimes occur, which we won’t be able to repair.

Yes we can but this is subject to availability and postcode restrictions may apply.

We won’t be able to mount the TV above a heat source like a radiator or chimney. We also might not be able to drill your wall if it’s made of concrete or natural stone.

We’ll make sure everything is neat and tidy and mount the cables using trunking.

Yes, we’ll make sure you’re all connected and ready to go.

Yes, after we've installed it we'll connect your smart TV to your Wi-Fi. Just have the passwords handy for us. You'll need to log into any apps like Netflix and Amazon Prime video once we’ve gone.

Yes, you’ll still be able to return your TV if it’s not been used, as per our 100 day returns policy. For more information on this, click here.

Of course, we’ll make it look like we were never there.

We're here for you every step of the way. Just call our advice line on 0161 470 1200 and we'll either help out over the telephone or we'll organise for a manufacturer's engineer to visit.

When you call us, please make sure you have your serial number handy, as our team will need this to book in your engineer’s visit.

For smaller TVs (under 37”), we may ask you to take it to your local service centre. We’ll let you know when you call us, but we’ll make sure you’ve got all the information you need to get your problem solved.

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.

CollectPlus 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. CollectPlus 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 CollectPlus 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 CollectPlus 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 a selected TV, audio, computing, smart tech, gardening or DIY product 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 100 days of delivery. If you have ordered selected HP Computing products, you can exchange for another HP item. Similarly, if you have ordered selected Apple Computing products, you can exchange for another Apple item. We cannot exchange selected other TV & entertainment, computing, smart tech, gardening and DIY products - you will need to contact us to cancel the order and 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 for free within 100 days of delivery. Give us a call with the serial number of your product and we will arrange to collect the item, free of charge, 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 more information, please visit our returns page.

KitchenAid is offering to replace certain kettles manufactured between January 2013 and June 2017. This is because the handle can, in rare circumstances, separate from the kettle’s body and become unstable.

The affected model numbers are:

• 5KEK1722BAC
• 5KEK1722BSX
• 5KEK1722BER
• 5KEK1722BOB

The serial number range is YA302***** through to YA724*****. You can find your model and serial number on the bottom of the kettle.

If you own one of the affected kettles, you can call KitchenAid for free on 00800 552 27777 or 00800 381 04026 between 9am and 6pm, Monday to Friday, to arrange for a free replacement kettle.

Our thoughts are with all those affected by the tragic fire at Grenfell Tower on 14th June 2017.

The Metropolitan Police Service have identified that a Hotpoint FF175BP fridge freezer may have been the initial source of the blaze.

Both the FF175BP (white) and FF175BG (grey) were manufactured between March 2006 and July 2009 and neither have ever been subject to any product recalls. The technical examination will determine whether you'll need to take any further action.

In the meantime, if you believe you may own either a Hotpoint FF175BP (white) or FF175BG (grey) fridge freezer you can register your product to be kept up to date with any developments. To do this, just give the freephone hotline a call on 0800 316 3826 or visit http://www.hotpointservice.co.uk/fridgefreezer.

If you’re not sure what model your fridge freezer is, you’ll find a sticker behind the salad container on the cavity wall that displays the serial and model numbers. Or, take a look in your product manual.

At this time, the UK Government have said that there is no specific reason for owners to switch off their fridge freezer. Click here for the full statement.

Indesit Company have issued safety notices relating to condenser and vented tumble dryers issued between April 2004 and September 2015 from the brands Hotpoint, Indesit and Creda. To read the safety notices and check your item, please go to either https://safety.hotpoint.eu/ or https://safety.indesit.eu/.

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. Even better, you can get all of this good stuff wherever you are with our clever ‘My AO’ app. Download it now from the App Store (iPhone) or the Google Play Store (Android).

It’s the power of AO in your hand. You can browse thousands of the best electricals around, buy your favourites, track your orders and so much more. Download it now from the App Store (iPhone) or the Google Play Store (Android). Happy app’ing!

Of course. We’re nice like that. Right up to 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 computing product, selected TV and audio products, a Smart Home item, gaming product or garden and DIY product there’s a chance it’s being delivered to you 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 change your delivery date, have your parcel delivered to a nominated neighbour or safe place or collect from your local DPD pickup shop.

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.

Not sure if you’ll be in? No worries - you can request that we leave your parcel in a safe place of your choosing. You can also send us some additional instructions if you need to. Please note that AO will not take any responsibility for any lost or stolen goods.

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.

Your AO Digital Reward Card can only be redeemed at ao.com. There are over 8,000 products to choose from and you can use it with another promotion too, so you can save even more. However, you won’t be able to use any other payment method like your credit or debit card when you use your AO Digital Reward Card.

ao.com is a leading online electricals store with over 8,000 products at your fingertips. From the newest smart home gadgets and TVs to the latest tech-filled fridge freezers and washing machines, there’s something for every room in the house.

AO Mobile, who previously traded as Mobile Phones Direct are part of the AO Retail Group.

You’ll get your AO Digital Reward Card by email and the value of it is specific to the deal you select on AO Mobile. You’ll be able to see this value on your order confirmation email.

You’ll receive your AO Digital Reward Card within 35 days of your purchase, provided you’ve not returned your phone, or cancelled your Pay Monthly or Sim Only contract within 30 days of your purchase. If you don’t receive your AO Digital Reward Card within 5 days of this grace period ending, please contact 03338 000 444.

You can check your balance by contacting Customer Services on 03338 000 444 or [email protected].

Your AO Digital Reward Card is a pre-paid Mastercard, so it works in the same way a debit card does. Once you’re in the basket, select ‘Pay with card’ like normal. Select ‘Mastercard’ and enter the 16-digit number and expiry date, along with the security code.

Click here for the full Ts&Cs.

Yes, you can still return items with AO’s usual returns policy click here. Any refunded amount will be credited back to the AO Digital Reward Card used to make the original purchase (or a new AO Digital Reward Card will be issued if the original card has expired).

Yes, your AO Digital Reward Card will expire after 6 months from the date of email dispatch.

No, your AO Digital Reward Card can only be used for purchases on ao.com and can’t be exchanged for cash.

AO can’t replace or reimburse the AO Digital Reward Card if it’s lost, stolen or damaged in any way.

You can only use one AO Digital Reward Card during a single transaction and you cannot use another card to complete the purchase. However, you can top up your AO Digital Reward Card if you need to.

There’ll be a 16-digit number on your email along with an expiry date and security number.

You can contact our Customer Services on 03338 000 444 or [email protected] be more than happy to help.

AO Digital Reward Cards are given out when a customer makes an eligible purchase from AO Mobile. They aren’t available to purchase on their own yet, but will be available soon.