- 1. General
How do I create an Aosom account?
Simply hover onon top right of the page, hover over ‘My Account’ and click ‘My account’ on the drop down. On the following page, simply enter your email address and create a password. 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.
How do I update/make changes to my account?
You can update your account details within the My account section located on the top right of the page. You can also manage your address book, apply for a return, view invoices and change your password.
What if I forget my password?
Don't worry, it happens to the best of us! Just go to Sign in at the top right of the page. Enter your email address and click 'Continue'. Click the 'Forgot Your Password?' link and follow the instructions. A One-Time Password (OTP) will be sent to your email address on how to reset your password. Should you not receive an email, please contact us here. (Never share your One-Time Password (OTP) with anyone else)
How can I contact you?
You can leave us a message on our contact us form. Alternatively, you can use the 'Live chat' function or call us on 0800 240 4050 during business hours (Mon-Fri 09:00-17:00 excluding Bank Holidays).
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?
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.
Will you get a product back in stock?
If a product you're interested in buying is out of stock, you may sign-up to receive an email notification once it's back in stock. To sign up, simply click 'Notify Me When Available' on the out-of-stock product and enter your email address. This does not sign you up to our newsletter. Alternatively, you may contact us to enquire as to when more stock will be available.
Can I use a discount code?
From time to time, Aosom will offer discount codes and coupons to use on our website. You may enter your discount code on the basket page. Once a discount code has been applied, you will be able to see a new total before proceeding to checkout. If your code does not work, please check the terms and conditions of the code or contact our customer services team. We are unable to retroactively apply a coupon after a purchase has been made.
My discount code does not work, what do I do?
If your discount code does not work, please check the error message displayed. The code may have expired or not be applicable to your basket contents. Please refer to our discount code policies page here for possible restrictions.
How do I know about your new offers and sales?
Please subscribe to our newsletter and add us to your contact list to be informed about latest products and offers. You can also see our promotions here.
How do pay for my purchase?
Once you are happy to check out, simply click on to take you to your shopping basket. 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'
Can I pay in instalments?
- 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.
Each point is worth £0.01 off your purchase. For example, if you have 100 points, you can take £1 off your total.
When making a purchase, you can use up to 1000 points. However, the points used must not exceed 30% of the order value after any discounts have been applied.
For example, if you have 1,500 points (£15 value) and your order came to £50 after applying a discount code. In this case, 1,000 points (£10 value) will be deducted, and your new order total will be £40. Your remaining 500 points will remain in your account.
But if your order value was £20, only 600 points (£6 value) will be deducted, as 30% of £20 is £6.
When can I use my Aosom rewards points and how do I apply them?
You can use your rewards points after your first order. Simply tick the box to apply your points to that order.
You must be logged in in order to collect points.
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 a discount on Aosom.co.uk. 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. Points are subject to surrender upon use and will also be surrendered if purchased product is returned. Please note, Aosom UK reserves the right to change or discontinue our points policy without prior notice.
What is Aosom Member club?
The Aosom members club rewards our most loyal customers through exclusive offers and events, monthly prize draws, and extended return/warranty period. There are three different tiers. You can read about them here
- 3. Order 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 (Monday-Friday), 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.
Do you offer express delivery?
Yes, we have next day delivery on certain items. If your items are eligible for next day delivery, an option will be available to select at check-out. Please note: items ordered after 1pm will be dispatched the following working day. Items ordered after 1pm on Friday will be dispatched the next working day.
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 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. You may add special instructions with the courier in the online tracking portal.
I have changed my mind, can I cancel my order?
If you wish to cancel your order, please write to us as soon as possible after placing your order. We aim to dispatch goods within 1 working day and sometimes goods may already have been dispatched before we have the chance to cancel it. We will communicate with our couriers to retrieve the order but occasionally the item may reach you. Should you receive the item, please reject the delivery and return to sender. Once we have received the item, a full refund will be processed.
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.
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 attempt to redeliver again the following working day. You can track the progress using the tracking reference emailed to you or in your 'My account' section under 'My orders'.
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.
My item has reached me damaged/faulty/missing parts, what should I do now?
If any item is found to be damaged upon arrival, please contact us here or call our Customer Service team on 0800 240 4050 within seven days. We will then assist and provide you with the information required, along with ways we can resolve the issue at hand. No goods are to be returned without our authorisation and everything should be returned in the original condition including the packaging. Please refer to our returns page for more information.
- 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 to receive an effective solution. If possible, please attach your name, order number, address relevant photos, and part numbers to speed up 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 to us so we can provide the necessary returns information. Click here to read our full returns & refund policy.
- 5. Privacy
Do you comply with GDPR?
We fully comply with the EU General Data Protection Regulation 2018 (UK 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.
How can I delete my personal information?
We take your privacy and data we store about you very seriously. If you would like your personal information deleted, you can delete your account in your 'My account' section. You can also unsubscribe from the newsletter here. Alternatively, you can write to us at firstname.lastname@example.org to request deletion of your account and personal information. If you've made an order with us, we are required to keep a record of your order for regulatory purposes. This is usually for 6 years.
How can I unsubscribe from the newsletter?
At the bottom or top of each newsletter there will be a unsubscribe link. Simply click on this link and you will be unsubscribed from our marketing newsletter. You can also unsubscribe via the 'My account' section under 'Newsletter subscription'. You will continue to receive operational emails in relation to your account or orders. You can subscribe again at any time in your 'My account' settings or at the bottom of the website.
- 6. Referral Scheme
Do you have a referral scheme?
Yes, you can now introduce your friends to Aosom.co.uk and both of you can earn £10 to use on your next order! By clicking on the Invite button you can generate a link to refer friends to Aosom. Once they create an account and subscribe to the newsletter, you'll both receive £10 off your next purchase. For full terms and conditions of our referral programme, click here.
How much can I get?
For each friend you successfully invite using your link, you get £10. You can invite up to 10 friends and earn £100 in credit. However, all your credit must be used at once and the credit value must not be over 50% of your order amount. Any remaining credit will be forfeited if not used.
I've invited my friend but haven't got my credit.
Please make sure that your friend signs up with your unique link. We are unable to retroactively apply credit for friends who do not use the link.
What are the terms and conditions?
You can read our full terms & conditions for our referral programme here.