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Frequently asked questions


Below are some of the most common questions we are asked. If you are unable to find the answer to your questions please contact our customer service team on 01452 888186 who would be happy to help.

How do I place an order?

For full information on how to order using our website please select "How to order" from the information menu on the left.

I have forgotten my password.

Don’t worry if you have forgotten your password. To retrieve it just click on ‘Login/Register’ and then click on the link ‘Forgotten password?’ just below the customer login section. From here you can enter the email address that you registered with and we will email you a new password. Once you have logged in with your new password it can then be changed if required from within the ‘My Account’ section of our website

I need to cancel / amend / or add to my order.

If you have already placed your order but would like to change or cancel it please contact our customer service department as soon as possible on 01452 888186. Unfortunately we are unable to cancel or amend orders if they have already been processed. If this is the case then a return will need to be arranged once you have received your order.

Part of my order is missing / incorrect / or damaged.

Thankfully is very rare that there are issues relating to the goods we deliver, but if you are unfortunate enough to experience this then we will work to rectify it as quick as possible. If any part of your order is incorrect, damaged or missing then please contact our customer service department on 01452 888186 who will resolve the issue for you

How much is delivery?

On the majority of the goods we sell we offer a free delivery service on orders over £30 (ex Vat). This free delivery service excludes products categorised as Furniture or Chairs. For full details regarding delivery timescales and costs please click on the ‘Delivery Information’ from the information menu on the left.

How do I return an item i have ordered?

If you would like to return an item you can either use the ‘Product Returns’ link that is located at the bottom of our website or you can contact our customer service department on 01452 888186. If you would like to return multiple products you will need to contact our customer service department on 01452 888186. For full terms and conditions regarding the return of goods please click on the section "Returns Information" from the information menu on the left.

Are my payment details secure?

You can rest assured that any credit card or PayPal transactions processed through our site are safe secure. At AOS Online we do not personally hold any of your payment details because they are either processed outside of our website by either PayPal or Sage Pay. You can view details of Sage Pay’s security policy by clicking on this link http://www.sagepay.co.uk/policies/security-policy.

AOS Online is also a Thawte secured website which uses SSL technology. SSL technology encrypts your details, making them indecipherable to anyone who might be prying. You can view details of our current Thawte certificate by clicking on their logo at the bottom of our website.

Are my personal details secure?

We understand that your privacy is important and we will treat any personal information you provide us as confidential and this will only be used and recorded in accordance with the Data Protection Act 1998. We promise to look after your personal information and we will not sell or release any information about you to any other party.

For further information please click on the section "Privacy Policy" from the information menu on the left.

When can I expect to receive my delivery?

Subject to stock availability orders will be processed the same day if placed before 17:15. Orders placed after this time will be processed the next working day (Monday – Friday). Depending on the delivery service you choose when placing your order you can expect to receive your goods either next working day, or within 2 working days from when the order was internally processed.

Deliveries are made between the hours of 8:00 and 18:00 Monday to Friday (excluding bank holidays). For further information please click on the section "Delivery Information" from the information menu on the left.

What are your opening times?

Our offices are open between 9:00 and 17:30 Monday to Friday (excluding bank holidays and Christmas shutdown). During these hours will be on hand to process your order or deal with any enquiries you may have.

Orders and enquiries can also be placed using our website 24hrs a day, 7 days a week but will not be dealt with until our offices are reopened.

Can I still order products that are showing as out of stock?

If an item is showing as ‘Out of Stock’ on our website you are still welcome to order the item. Once we have received your order we will then contact you by email with an expected delivery date. You will also be updated on a regular basis until you receive the item(s) in question.

Please feel free to give us a call before you place your order for an expected delivery date on 01452 888186.

01452 888 186
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