Contact Us FAQ Aosom Business
0800 240 4050
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United Kingdom
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Shopping FAQs
  • 1. General

    How do I create an Aosom account?

    Simply hover onon top right of the page, click ‘My Account’ and then go to ‘Register’. Once all fields are completed you will receive an email shortly after. As a member of Aosom UK, you will gain exclusive access to offers and discounts, build up loyalty points and be the first to hear about our latest news and new launches before anyone else.

    What if I forget my password?

    To regain access to your account, hover overon the top right of your screen, click on ‘My Account’ and click on ‘Forgot Your Password?’ in light blue. You will need to enter your account email for the access link to be sent.

    How do I track my order(s) and see my order history?

    Once logged in, hover onon the top right of the page and click on ‘My Account’. Here you will find all information regarding orders, past and present.

    How do I leave feedback?

    You can leave us a review on Trustpilot or a Google review

    How do I change my account details?

    Simply log-in to your account and click on 'Account information' where you'll be able to edit your details.

    How do pay for my purchase?

    Once you are happy to check out, simply click on to take you to your shopping cart. On the right-hand side you have the option to add a discount code (this must be done before the next step) or simply checkout via our site or with PayPal. Once your order is completed, you will be sent an email confirmation.

    Please ensure all contact and delivery details are correct before proceeding with payment, as once this is done we may not be able to change or cancel your order prior to dispatch.

    I need a VAT invoice, can this be provided?

    For security reasons, we are unable to provide a VAT invoice prior to delivery. Once delivery has taken place, you can find a VAT invoice in your account under 'My Orders'

  • 2. Loyalty

    What is your loyalty rewards programme?

    Our points policy rewards you. When you register with us, you’ll receive points to save up and receive money off future purchases.

    Does it cost to join?

    No. Simply register an account with us and you’re ready to start earning straight away!

    How does the point system work?

    For every £1 spent, you will earn one point.

    One point equals £0.01 off a purchase. For example, 100 points equates to £1.

    You can use a maximum of 30% off an order. For example, £30 of a £100 order.

    There is no minimum amount of points you can use.

    When can I use my Aosom rewards points and how do I apply them?

    You can use your rewards points after your first order. Points need to be added during checkout, however please be aware that all points will be used in one transaction.

    Are my points transferable and how do I check how many I have?

    Aosom points are not transferable nor are they redeemable for cash or anything other than discount on Checking your points is easy - simply log into your account and they will be on your main information screen.

    Do loyalty points expire?

    Points expire after a year of earning them. Please note, Aosom UK reserves the right to change or discontinue our points policy without prior notice.

  • 3. Postage and Delivery

    Can I collect my order?

    Regrettably we do not offer on-site customer collection due to our warehouse operations.

    After ordering, when will I receive my package?

    As we operate a 24 hour dispatch, smaller items take 1-2 days for delivery, whilst larger packages can take between 2-5 days. We advise to check the specific listing for a clearer indication. Unfortunately we do not offer express delivery.

    Once your order is received, cleared and dispatched, you will be sent an email with all the tracking information.

    Do you deliver outside UK Mainland?

    In some circumstances, we can arrange delivery to Northern Ireland and The Scottish Highlands, cost dependent. For such queries, please contact us prior to purchasing and we will be able to assist you.

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

    Due to operating from different serviced warehouses, we cannot guarantee multiple items from the same order will be delivered together, although we try our best to do this.

    Can I place specific delivery instructions on an order?

    Yes you can. To do this, please add your instructions to the ‘Buyers Notes’ section at checkout or contact us via phone/email as soon as your order is placed. Where possible, we will accommodate any special requirements as instructed.

    How do I track my order and see my order history?

    Once logged in, hover on on the top right of the page and click on ‘My Account’. Here you will find all information regarding orders, past and present.

    I’ve missed my delivery. What happens now?

    If delivery fails, your courier will leave a card with further instructions. We will also attempt to contact you to rearrange delivery.

    Can my delivery be left in a secure location?

    If you request your 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 via email and we will confirm if this request can be honoured by the courier.

  • 4. Returns and Issues

    I’ve changed my mind. Can I cancel my order?

    Due to the fast dispatch and delivery service we run at Aosom UK, please ring us immediately to cancel your order. Providing it has not been already been sent from the warehouse, we should be able to stop the order going out. If, however, the item has already been dispatched, delivery needs to be refused once it arrives at the door. If goods are accepted and signed for, we will not be liable for the return costs.

    My item has arrived damaged/faulty/with parts missing. What’s next?

    In the event of this situation, please contact our Customer Service team at your earliest convenience possible, to a maximum of 30 days of delivery to receive an effective solution. If possible, please attach your name, order number, address relevant photos and part numbers to assist the process.

    What’s your returns policy?

    All items must be returned within 30 days of the item being delivered. Please note, we ask our customers to contact us via email before attempting to return any goods for us provide the necessary returns information.

    If returns are deemed unsuitable once received back to us, we will not be responsible for covering any costs incurred from returns postage.

  • 5. Privacy

    Do you comply with GDPR?

    We fully comply with the EU General Data Protection Regulation 2018 (GDPR). If you wish to access the data we hold on you then please write to us along with your name, address, order details and contact information and we will be happy to process your request within 48 hours of receiving the request. MH star do not sell your information to 3rd parties.