AO.com Parcel Not Delivered or Refund Refused? UK Guide

AO uses its own delivery network. CRA 2015 applies in full — AO is both retailer and carrier in most cases.

Retailer policies and courier partnerships change. Always verify the current returns window and contact route on AO.com's own website. This is general information, not legal advice.

Who delivers your AO.com order?

AO.com typically uses: AO Logistics (in-house). The exact courier varies by region, order size, and delivery option.

Whichever courier handled your parcel, your contract is with AO.com, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on AO.com to deliver into your physical possession.

AO.com contact and returns

How to contact: AO customer services via ao.com help, phone, or chat. Specialise in white goods.
Returns policy summary: AO offers a 30-day returns window with free collection for most large items.

How to claim a refund from AO.com

1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
3
Contact AO.com via AO customer services via ao. Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
5
If AO.com refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.

AO.com delivery FAQs

Is AO.com legally responsible for a missing parcel?

Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (AO.com) is responsible for the goods until you take physical possession. AO.com cannot redirect you to the courier because your contract is with AO.com, not the courier.

How long does AO.com have to refund me?

Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.

AO delivered a damaged washing machine — what now?

Refuse delivery if you spot damage on the doorstep. Otherwise, photograph and report within 30 days. Section 20 CRA 2015 gives you a full refund.

AO booked a delivery slot — can I cancel for missing it?

If the date was essential and missed, yes. Otherwise, give a reasonable second deadline before cancelling.

AO recycling for old appliance — does it affect refund rights?

No. Recycling is a separate service; statutory rights for the new appliance are unaffected.