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FAQs

Placing your order

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

Paying for your items

Which payment methods can I use to place my order?
Does it cost me any extra to use PayPal?
Is it safe to send my debit/credit card details over the web?
If I don't want to pay online, what do I do?
Payment for your Order

Discount codes

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

Cashback

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

Prior to delivery

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

Installation

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

Hive installation

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

TV to Wall installation

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

AO Finance

Want to pay on finance?

My Account

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

Click + Collect delivery

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

After you've ordered

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

Track Your Order

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

AO Digital Reward Card

Where can I spend my AO Digital Reward Card?
Who are ao.com?
How and when will I receive my AO Digital Reward Card?
Can I top up my AO Digital Reward Card?
If I top up the reward card with my own money, will I be able to get this money back if I do not spend it?
How can I check my AO Digital Reward Card balance?
How do I redeem my AO Digital Reward Card?
What are the Terms and Conditions of my AO Digital Reward Card?
Can I return an item purchased using my AO Digital Reward Card?
What happens when I return an item and I have previously topped up my AO Digital Reward Card?
Does my AO Digital Reward Card ever expire?
Can I swap my AO Digital Reward Card for cash?
What happens if my AO Digital Reward Card is lost, stolen, or damaged?
How many AO Digital Reward Cards can I use during one transaction/purchase?
Where do I find my AO Digital Reward Card number?
I have a query regarding my AO Digital Reward Card, who should I contact?
Where can I purchase a AO Digital Reward Card?