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Our Most Frequently Asked Questions...

Placing your order

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Paying for your products

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Placing your order

How can I order?

This is the easy bit. Just simply follow the eBay steps and use the Buy It Now option, ensuring to enter your phone number when prompted. This will enable us to keep in touch regarding your delivery.

Ensure you enter the correct delivery address when prompted. If you enter the wrong address and complete the order, you'll need to cancel it and place it again using the correct delivery address.

How do I know if the item will fit?

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 advice line on 0344 257 3442.

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

When do you confirm that my product is available?

Product availability dates are displayed on the website for you. You'll then receive a confirmation email, and a text, if you've provided a mobile number, to confirm your delivery date.

Paying for your items

Which payment methods can I use to place my order?

We only accept PayPal.

Does it cost me any extra to use PayPal?

No, PayPal is completely free.

Can I pay using PayPal over the phone?

No, PayPal can only be used on online orders.

Payment for your order

Authority for payment must be given at the time of your order.


How will my appliances be delivered?

Your goods will be delivered by our dedicated carrier service at the time you have pre-booked.

Pre-Ordering a product

  • Pre-order terms apply alongside and in addition to our terms and conditions of sale.
  • A pre-order product is a product that has not yet been released. By pre-ordering, you are paying for and reserving yourself a copy of the game or console for launch day.
  • Payment for your pre-order is taken when you place the order.
  • Release dates are set by the manufacturers and are subject to change. We are not liable for any changes to a pre-release date that has been advertised by us.
  • Normal refund rules apply to pre-order products.
  • Pre-order products are subject to availability.

Where can you deliver?

We'll deliver appliances to any address within mainland UK FREE of charge using our flexible delivery service.

* Unfortunately, we can't deliver to you if you're located in the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man, Northern Ireland or the Republic of Ireland.

Do I have to wait in all day for my delivery?

No. We'll call you on the day of your delivery to confirm your estimated delivery slot. You're also able to see where your delivery is using our Track Your Order service. This will literally "track" the delivery team and give you an estimated time of delivery to your property. It's real time so if your delivery is delayed, then Track Your Order will know this and update your estimated delivery time accordingly. This will help you plan your day without having to waste time waiting around. We will send you details of how to track your order from the morning of your delivery day.

How do I find out when my appliances will be delivered?

We confirm this to you at the point of choosing your delivery date. 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.

What happens if you can't deliver?

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.

How long does it normally take for my items to arrive?

All appliances come from our central warehouse and are normally available for delivery to all mainland UK postcode areas* in 3-7 working days.

* Unfortunately, we can't deliver to you if you're located in the Scottish Highlands, Scottish Islands, Channel Islands, the Isle of Man, Northern Ireland or the Republic of Ireland.

Delivery lead times may vary dependant on the appliance type, manufacturer or stock availability. Please check individual items for estimated delivery lead times. If for any reason this is not going to be the case, you will be informed within 48 hours of placing your order.

What if I'm in a hurry?

Those of our customers who are in a hurry can opt for our 'Next Day' service so they can get their items even quicker.*

*Please note, you must order before 8pm for Next Day and call us to add this service on.

Can I delay my delivery?

Yes you can. Simply request this via an ebay message one of our advisors will be happy to help. We can't amend delivery dates over the phone if you just wish to amend a date prior to it going ahead

How much does delivery cost?

We offer FREE Standard Delivery (i.e. not next day) regardless of how many items you have in an order.

Is there an extra charge for weekend deliveries?

No. There's no extra charge for weekend deliveries. You will need to call us if you would like to change your delivery to a weekend.

Can I change a delivery date I have already agreed to?

Yes you can. Simply request this via an ebay message one of our advisors will be happy to help. We can't amend delivery dates over the phone if you just wish to amend a date prior to it going ahead

When I order more than one item, will they all be delivered at the same time?

Yes they will. It doesn't matter how many items you order or how many different brands you choose, they will all be delivered together.

How do I know my appliances are in good condition?

All of our appliances are brand new and delivered packaged, straight from our warehouse. We recommend you unpack and check you are happy with the appliance as soon as possible. If you're not totally satisfied once you've unpacked the appliance, please contact one of our team on 0344 257 3442.

When should I book my fitter?

We suggest you wait until your goods have been successfully delivered before you book a fitter.

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, between Monday and Friday, 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.


Do you connect the items?

Yes we do. You can request that our delivery team connect your item for you. This must be done by calling us 0344 257 3442 to add this service to your order and a charge will be made for each item.

Depending on your item type, we offer two levels of service for freestanding appliances only:

From £9.99

  • Fridge Freezers
  • Refrigerators
  • Condenser Tumble Dryers
  • Spin Dryers
  • Fridges
  • Larder Fridges
  • Wine Coolers

From £19.99

  • Washing Machines
  • Washer Dryers
  • American Fridge Freezers
  • Standard Dishwashers
  • Slimline Dishwashers

Connection can be carried out to an existing standard domestic item water connection situated within one metre of the items location. We can also connect to a suitable existing 13 amp socket within reach of the item's power lead. Included in the connection will be the disposal of the transit brackets and a test of the item.

The delivery team will be unable to connect your new item if:

  • The old machine isn't disconnected
  • Any electrical/plumbing supplies needed fail the delivery team's testing or are unsuitable.
  • Any water supply needed cannot be isolated or is unsuitable.
  • Any drainage/waste facilities needed are unusable.
  • Mechanical adjustments are required to the item(s) to overcome such things as water pressure etc.
  • Alterations to existing plumbing and electrical are required.

Will you take away my old items for me?

Yes we will. This is an optional, chargeable service. You can request that our delivery team collect and recycle your old item, there's an extra charge for this service. This starts from £9.99. Item collection must be arranged by calling us once you have placed your order.

All items for collection and recycling must be disconnected from all water, electrical and gas supply in advance of the items being removed. Please ensure your old items are emptied and fully defrosted where applicable.

Unfortunately at the moment this service is only available to certain UK postcodes (currently not available in Northern Ireland).

Once I have my delivery

I bought a Hotpoint / Indesit tumble dryer from you. How can I check whether it's affected by the safety notice?

The safety notices issued by Indesit company relate to condenser and vented tumble dryers issued between April 2004 and September 2015. The notices are provided on the Hotpoint and Indesit websites with information on affected model numbers and guidance on what you need to do.

What do I do if I have a problem after my appliance has been delivered and connected?

We're here for you every step of the way. Just call our advice line on 0344 257 3442 and we'll either resolve the problem for you over the telephone or we'll organise for a manufacturer's engineer to visit. Please make sure you have your serial number handy when calling in, as our team will need this to book in your engineers visit. If you have a small TV (under 37") we may need you to take it to your local service centre, but don't worry we'll make sure it all goes smoothly.

How do I return goods that I do not want?

We operate a 30 day returns policy in line with the Consumer Contracts Regulation. If you decide to return an unused item, you just need to give us a call on 0344 257 3442 within 14 days of receiving your delivery. We'll arrange a collection for you. We don't charge for collecting returns.

We're happy for you to unpack the product and inspect it properly as you would have if you bought it from a shop. You'll get a full refund of the product price if you haven't used it. However, if you have used it, there may have a knock on effect on our ability to sell it to someone else, and so where the value of the product is reduced by your use, we may only make a partial refund (equal such reduced value) or subsequently charge you for the reduction in value.

Please see our terms and conditions for full details on cancelling orders and returning items.

What is the warranty offered on the items?

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, or on the manufacturer's website.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.

Recycling and the WEEE Directive

What is the WEEE Directive?

WEEE stands for Waste Electrical and Electronic Equipment. With effect from July 2007, the WEEE regulations require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment. Producers of Electrical and Electronic EEE will be required to finance the collection, treatment, recovery and environmentally sound disposal of EEE at its end of life.

What does the new directive mean for the retailer?

We want to help the UK become a greener place to live and as a result we're right behind the WEEE directive. We take our role as a responsible retailer very seriously and always strive to do what we can to help the environment.We're proud to be recommended by the Energy Saving Trust as a retailer of energy saving appliances and actively encourage our customers to buy Green.

What does the new directive mean for the environment?

We all like to do our bit for the environment and here at we're no different. Instead of your old appliances going to land fill, it will be treated separately and disposed of in an environmentally sound way.

Can you take away and recycle my old appliance?

Of course we can. For a cost of £14.99 we can take away your old appliance and recycle it for you, just call 0344 257 3442 once you have placed your order to request this service.

So that we can take your old appliance away, you will need to make sure that it has been completely disconnected from all water, electrical and gas supplies in advance. We also need the appliance to be emptied and defrosted (if it's a freezer or fridge freezer) before we take it away too.

We currently don't offer any disconnection service on gas or mains wired electrical products. You'll need a Gas Safe registered engineer to disconnect these appliances for you.

All mains wired electric cookers should only be disconnected by a qualified technician.

All the goods collected for recycling are deemed to have zero value.

We're sorry that we can only provide this service to certain UK postcodes at the moment.

Will my old appliance not be disposed of correctly if I choose not to have my old appliance taken away by

If you decide not to opt for our full recycling service, we have contributed towards a fund which will help local councils to develop and improve their existing WEEE collection facilities. Not all council sites are able to collect all types of waste electrical goods but to find your nearest participating site, and for advice on all aspects of recycling at home, please visit

Alternatively, if you wish to return your appliance to us with no charge, it can be accepted at our distributor's premises at the following address: Expert Logistics
Weston Road

Appliances can be accepted from Monday to Friday, 10am to 4pm. As you would expect, they'll need proof of your delivery and they can only accept like for like items to those that were delivered.

Privacy Policy

Who are we?

eBay Shop

5A, The Parklands

Registered Company No. 3914998

Use of information

We respect your privacy.

We will use the personal information you provide to us to:

a) supply and deliver the products;

b) process your payment for such products; and

c) inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.

You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do. Depending on your response to the Data Protection questions, your personal details may be used in analysis at an anonymous level by AO Retail Limited to help us improve our service even further. We will not give your personal data to any other third party without your consent. You can unsubscribe at any time. If you can't remember which data protection choices that you have previously made, please give us a call on 0344 257 3442 and we'll be happy to help.