About Us
Launched in 2001, AO has gone on to become one of the largest online electrical retailers in the UK. With big-brand products ranging from washing machines to TVs, and a focus on amazing service, it’s no wonder AO customers are smiling!
In January 2014, AO opened its eBay store to offer unbeatable deals on a wide range of products. All appliances on the AO eBay store are brand new and come with a manufacturers guarantee. The pricing is straightforward too, with all items sold using Buy It Now.
With a dedication to amazing customer service, you can rest assured that, from the AO online team to the delivery drivers, your order will be looked after every step of the way.
Price Match Promise
We love checking prices, that’s why we do it twice a day! If you’ve found it cheaper somewhere else, we’ll match it.
Here's what you need:
- The product number and price of the item you're interested in.
- The web address of the competitor (sorry, no price comparison or auction sites).
We price match against any other retailer, including...
- Appliances Direct
- John Lewis
- Currys
- Co-op
- Tesco
- Appliances World
- Appliance Store
- Deals4U
- Argos
- Amazon
We're always upfront, so here's the criteria:
- Our price match includes the competitor's delivery price.
- The product on our competitor's site has to be identical to the product on our site.
- The product must be in stock and available for delivery within 48 hours.
- Price match is only valid on the day you make your call, and needs to be verified by one of our agents.
- The offer is not transferable.
- Claims can be made before or after the purchase, as long as it's before delivery.
- Please note we don't price match against auction sites or Ebay shops.
Upfront, no cover-ups
Honesty's always our policy, so we'll give you clear commitments and genuine offers. Any terms and conditions will be in large print, not small print - no ifs, no buts and no hidden catches.
Brilliant every click of the way
From the moment you first visit us and for as long as we're in touch, we'll make sure your experience is as good as it gets.
If you have any questions regarding our products, or would like any further information, feel free to get in touch!
You can submit a question to us using the "Ask a Question" link at the bottom of this page, or through "My Ebay" Messages. You'll see our reply there, too.
If you prefer, you can also send an email to: ebaycustomerservices@ao.com
Our opening hours are:
Mon-Sat 8am - 8pm. Sun 8am - 6pm.
Changes to opening hours over Christmas:
Wednesday 24th December: 8am – 5pm
Thursday 25th December: Closed
Friday 26th December: 9am – 6pm
Sunday 28th December: 8am -6pm
Wednesday 31st December: 8am -6pm
You can call us on:
0344 257 3442
You can contact us by post at:
eBay ao.com Shop
Parklands
5A, The Parklands
Lostock
Bolton
BL6 4SD
Christmas Delivery
We are delivering up to 24th December, and you can request next day delivery for a charge of £9.99 on orders placed before 5pm up to 23rd December. To do this, you’d need to call 0344 257 3442. Delivery dates and timeslots are subject to availability, and postcode restrictions apply. We don’t deliver on Christmas Day, Boxing Day or New Year’s Day. Delivery is also unavailable in Scotland for the Scottish Bank Holiday on the 2nd January.
Standard FREE
Standard delivery is absolutely free! Once you place your order, we'll contact you via email and/or text with your delivery date. With our standard service, your order can be with you within 2-3 days.
Next day 9.99
During December, you can ask for next day delivery for £9.99 if ordered before 5pm. If you would like to use this service then you will need to contact us to arrange it on 0344 257 3442. Next Day Delivery is unavailable for orders placed on 24th, 25th,26th and 31st December, or for delivery in Scotland on the 2nd January bank holiday.
Timeslot
We'll give you an estimated delivery window and details on how to track your delivery. If you'd like a more specific timeslot, you can call 0344 257 3442 and select one for £19.99.
Unfortunately, we can't deliver to you if you're located in the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man or the Republic of Ireland.
Due to increased demand since Black Friday and over the Christmas period, your delivery date may be subject to change. We are working hard to ensure we keep you up to date and we will let you know if there are any changes that affect the date we give you.
Can I speak to the driver?
Yes. From 7am on the day of delivery, you can call your driver on 01204 672680. You can give your driver extra information to make sure your delivery goes smoothly but unfortunately your driver cannot change your timeslot or narrow it down further.
Who will deliver?
Most deliveries are carried out by Expert Logistics, 7 days a week, 7am to 7pm. From 7am you can call your driver on 01204 672680. A small percentage of our deliveries are carried out by DPD, depending on whether they're coming via the warehouse in Crewe or direct from the manufacturer.
How do I change my delivery address? Add special instructions?
At the payment stage, you're given the option to insert a different delivery address to your payment address. If you need to amend the address after the order has been confirmed then you can call our customer service line on 0344 257 3442 or send AO a message via eBay. Your order will then need to be cancelled and placed again with the right address.
Do I have to be in to sign for my delivery?
Yes. All deliveries must be signed for, at the delivery address, by a person aged 16 or above.
Where can I get updates on delivery time?
To get the most up to date delivery time, track your order at yourorder.expertlogistics.co.uk
If you're not 100% happy with your appliance, you can return it to us for free within 14 days. What’s more, we'll give you a full refund.
Collection is free too, and we'll pick it up on a day that suits you – whether it's a weekend or weekday.
All you have to do is contact customer services and our friendly team will be happy to arrange collection of the item, or help with any questions you might have. You can reach them Monday to Saturday 8am – 8pm and Sunday 8am – 6pm on 0344 257 3442. Alternatively, they'll be happy to help via email at ebaycustomerservices@ao.com
Here's some additional things you need to know about our returns policy:
If you've used the product
We're happy for you to unpack the item and inspect it properly, however, if you've used or installed it, we will only make a partial refund to cover the loss in value of the product. Please note, this could be up to 50% of the price of the item. Your refund will be made within 14 days of collection.
If you've ordered other services
Our 14 day cancellation policy also applies to any additional services you may have ordered (such as disconnection, recycling etc.). If you've ordered any additional services for a product, these will automatically be cancelled when the order for that product is cancelled (unless the service has already been performed).
If you order an additional service and expressly choose for that service to be carried out within 14 days of order (by nominating your desired day of delivery or otherwise), then you are deemed to have waived your cancellation rights and we shall not be under any obligation to refund any charges paid for such additional services.
Communication
We'll keep you in the know every step of the way. If you provide your mobile number when you order, we'll be able to send you text updates on your delivery and time slot. You can track your order online, and our delivery drivers will even phone you when they're nearby.
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