Q&A
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    1. General

    How to contact our Aosom Team

    There are two quick and easy ways to CONTACT US! You can select the CONTACT US icon on the top left of the Home page OR scroll to the bottom of the Home page and select the option to ‘’CONTACT US’’. Both options will allow you to leave a message, view our address details and information regarding our opening hours and Now you can also make use of our Live Chat service for a quicker response.  Please note: We main to respond to all messages within 48 hours of contact being made. You can also call us on 0800 240 4004. Alternatively, please make use of our Live Chat option on the available throughout the website.

    Opening times: Monday to Friday: 9:00am to 5:00pm

     

    How do I create an Aosom account?

    Please select the SIGN IN option on the top right of the Home page. Once all fields are completed, you can submit your details and enjoy all the benefits of being an Aosom member!

     

    What are the benefits of becoming an Aosom Member!

    · Receive offers, discounts, new launches and latest news to our registered members

    · Track your orders and order history

    · Look up past purchases and reorder with ease

    · Enjoy fast checkout by storing your billing and shipping information

    · Get access to Aosom Loyalty Points

     

    How Loyalty Points work?

    Loyalty points = Money off. Please have a look at our Points Page to know everything about points.

    The more you buy, the more points you accumulate, the more money you save!

    Please note: Loyalty points can only be used once an account has been made. If you choose to purchase as a GUEST, points can be transferred to your account at any given time, however, you will need to create an account to retrieve your previous points.

     

    How do I update/make changes to my account?

    You can change you billing/shipping information, manage your address book, check the status of your orders, and change your password, if necessary. Login Page

     

    What happens if I forget my password?

    Don't worry, it happens to the best of us! Just go to LOG IN at the top right of the page. Enter username and click on "Forgot password?" below. You'll be prompted to enter the email address associated with your account and the password will be sent to your mailbox. Reset Now

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    2. Returns

    I have changed my mind; can I cancel my order?

    Simple, Yes you can!

    As we operate a rapid dispatch and delivery service, please send us an email immediately, so we contact our Shipping team and cancel your order prior to dispatch. If dispatch has already taken place, you will be instructed to refuse delivery and advise all friends, family and neighbours to do the same. Please note: If the goods are accepted/signed for, we will not be liable for the return costs.

     

    My item has reached me damaged/faulty/missing parts, what should I do now?

    In this unlikely event, we advise all customers that any issues must be communicated within 14 working days of the delivery taking place. Please CONTACT US at your earliest convenience via ‘’contact form’’ below. To ensure quick resolution, please attach/include photos and part numbers and ask you to provide this information on first contact. We aim to respond to all enquiries ASAP and will do all we can to resolve any issues as efficiently as possible.

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    3. Postage

    Can I collect my order?

    We do not offer customer collection as we operate from multiple storage facilities across nation that do not allow public access. However, we do offer a FREE delivery service to all UK Mainland locations!

     

    When will I receive my order?

    We aim to dispatch within 24-hours, on average delivery takes 1-2 working days although larger items can take up to 3-5 working days from date of payment completion. Once your order is marked as dispatched your tracking number and courier name (if available) will be sent via email so you can track delivery of your consignment online at any time.  Orders placed before 10 AM are most likely to be dispatched the same working day.

     

    Are you able to deliver outside of the UK Mainland?

    In some circumstances, we can arrange delivery to Northern Ireland and The Scottish Highlands, however this delivery service is not free. Prior to purchase, please email us for a quote on the delivery charge to your location. Regarding an International delivery, you will need to provide a UK Mainland address at time of purchase and arrange delivery to the destination, once our delivery has been made.

     

    I have ordered more than one item, will they be delivered together?

    As we work from various distribution centres across the nation, we can't ensure same time delivery for multiple purchase items.  The products might be originating from various stockrooms or conveyed with various dispatches relegations. Once dispatch has taken place, we encourage our customers to track each of their consignments online or CONTACT US accordingly.

     

    I have just made a purchase. Can I pass over specific delivery instructions?

    Please be sure to add your instructions to your BUYER NOTES at checkout or CONTACT US directly. Where possible, we will accommodate any special requirements and inform the courier of any alternative contact numbers/directions for delivery. You can also make use of our ‘’CONTACT US’’ form to get a swift response.

     

    How do I track my Item?

    Once dispatched, your order can be tracked online (if tracking available) via the courier website. If you experience difficulties accessing your tracking information, please email us via ‘’CONTACT US’’ form and we will be happy to contact the courier directly/track delivery on your behalf.

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    4. Delivery

    I have missed my delivery. What will happen now?

    If delivery fails, courier may leave a card informing for you that they have attempted delivery and further instructions regarding a second delivery/option to collect from your local depot. Additionally we will also attempt to contact you to rearrange delivery.

     

    I would like my parcel to be left in a secure location, can this be done?

    In a case where the customer requests the goods to be left in a specific place (without a signature), we are not liable for any theft/damage/loss that may occur with this item ONCE delivery has taken place. Please CONTACT US through ‘’CONTACT US’’ form and we will confirm if this request can be honoured by the courier.

     

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    5. Payment

    How do I pay for my purchase?

    Once you have chosen the product, please amend the quantity (if applicable) and select the ADD TO CART tab. The options to CONTINUE SHOPPING or VEIW CART will appear. You will need to select the VEIW CART tab to proceed to checkout. Now, select from ‘’Payment by Card’’ or ‘’PayPal Checkout’’ and enter you details before clicking ‘’place order now’’. It is important that you check all contact/delivery details before completion as once payment has been made, we may not be able to change/cancel your order prior to dispatch.

    Once you have completed checkout, an email will be sent as confirmation

     

    I need a VAT Invoice, can this be provided?

    For security reasons, we are only able to send VAT invoice once delivery has taken place. Please CONTACT US via ‘’CONTACT US’’ form and we will provide it to you. 

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    6. Product

    I want to know more about a product.

    We work hard to provide you with all the information about an item. In some cases, if you would like to know more about a product please don’t hesitate to get in touch with us using ‘’CONTACT US’’ form. We will respond to your enquiry on priority. 

 
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