AO Logistics tracking

What is AO Logistics?

AO Logistics is the in-house delivery division of AO World PLC, the UK's largest online electrical retailer, listed on the London Stock Exchange under the ticker AO. The company operates under the legal entity Expert Logistics Ltd, registered at Companies House under number 03442571, and is headquartered at Alpha Building, Weston Road, Crewe in Cheshire. AO Logistics functions both as the exclusive fulfilment operation for AO.com and as a third-party logistics provider for external manufacturers and retailers in the large domestic appliance and furniture sectors.

The origins of AO Logistics trace back to the founding of AO World in 2000 by John Roberts in Bolton, Lancashire, under the original name Appliances Online. Roberts built the business on the idea that large household appliances could be sold and delivered online more effectively than through traditional retail channels, and AO.com won fulfilment contracts with major UK retailers including Next, House of Fraser and B&Q. The critical step came in 2009, when AO World acquired Expert Logistics from Iceland Foods, bringing two-person home delivery in-house. David Ashwell, who had served as managing director of Expert Logistics since 2006, remained in post following the acquisition and continues to lead the operation today.

The years following the 2009 acquisition brought successive expansions to the logistics infrastructure. In 2011, AO opened a warehouse in Manchester, and in May 2013 the business rebranded as AO.com. In February 2014, AO World floated on the London Stock Exchange and joined the FTSE 250 Index. The most significant expansion in the company's history came in 2020, when AO Logistics added over 500,000 sq ft of new warehouse space in a four-month period, opening facilities in Crewe, Stafford and Stoke-on-Trent to meet surging online retail demand during the pandemic. In 2017, AO entered the recycling sector through a merger that formed AO Recycling, now operating from a plant in Telford as the UK's largest recycler of fridges and large domestic appliances.

• Trading name: AO Logistics
• Legal entity: Expert Logistics Ltd
• Company registration number: 03442571
• Parent company: AO World PLC, listed on the London Stock Exchange (FTSE 250), founded in 2000 by John Roberts
• Headquarters: Alpha Building, Weston Road, Crewe, CW1 6BF, United Kingdom
• Annual delivery volume: Approximately five million deliveries per year
• UK postcode coverage: 98% of UK postcodes, seven days a week
• Fleet: Over 1,000 AO-branded vans on the road each day
• Total warehousing capacity: Over 1.5 million sq ft following the 2020 expansion
• Customer reviews: Over 100,000 five-star ratings on Trustpilot, with over 240,000 "Excellent" reviews
• Service level: Averaging over 99.5% across all deliveries
• Managing Director: David Ashwell, in post since 2006
• Notable 3PL clients: Hoover, Electrolux, The Cotswold Company

AO Logistics occupies a highly specialised position in the UK logistics market focused entirely on the two-person home delivery of large, heavy and high-value items. The service model goes well beyond leaving a package at the door. Delivery crews carry items to the customer's chosen room, unpack and inspect them on site, install appliances where required, and collect old appliances for recycling through AO Recycling in Telford. This end-to-end model has established AO Logistics as the dominant operator in UK white goods home delivery.

Which countries does AO Logistics deliver to?

AO Logistics operates exclusively within the United Kingdom. The network covers 98% of UK postcodes, seven days a week, giving it one of the broadest coverage figures of any large-item specialist carrier in the country. This reach is achieved through a hub-and-spoke model anchored by multiple distribution centres in Crewe, Cheshire, which serve as the primary logistics hub for the entire operation. From Crewe, stock moves to a nationwide network of outbase depot facilities positioned close to major population centres, reducing the distance travelled by last-mile delivery crews.

As of 2020, AO Logistics operated over 25 depots and outbases across the UK, having expanded from 17 sites in earlier years. The network spans all major regions of England Scotland and Wales, with confirmed locations running from Dundee in Scotland to Exeter in the South West of England. Total warehousing capacity across the dedicated facilities in Crewe, Stafford and Stoke-on-Trent stands at over 1.5 million sq ft, representing an increase of over 80% compared to the previous figure of approximately 740,000 sq ft.

• Scotland: Dundee, Larkhall
• North East England: Spennymoor (County Durham)
• North West England: Heywood (Greater Manchester), with primary distribution hubs in Crewe (Cheshire) and Stafford (Staffordshire)
• Yorkshire: Leeds (Garforth and Cross Green)
• East of England: Yaxley (Cambridgeshire), Basildon (Essex), Luton (Bedfordshire)
• West Midlands: Coventry, with a major warehouse at G-Park, Stoke-on-Trent (over 275,000 sq ft)
• South West England: Avonmouth (near Bristol), Exeter (Devon)
• South East England: Crawley (West Sussex), Croydon (Greater London), Gravesend (Kent), Potters Bar (Hertfordshire), Slough (Berkshire)
• South England: Fareham (Hampshire)
• Wales: Bridgend (South Wales), Newport (South Wales)

AO Logistics previously operated in Germany through AO Deutschland Ltd, a UK-registered entity that ran an equivalent two-person home delivery service for the German retail market. AO World wound down its German retail and logistics activities in subsequent years, and the company's delivery network is now concentrated entirely within the United Kingdom. There is no current international delivery service offered to consumers or business clients.

What are the AO Logistics services and delivery times?

AO Logistics does not operate a general consumer parcel service. Every aspect of the operation is built around the two-person home delivery of large, heavy and high-value goods such as washing machines, American-style refrigerators, range cookers, tumble dryers, dishwashers, large-screen televisions and furniture. The two-person crew model is standard across every delivery, as the weight and dimensions of the items handled make single-driver delivery impractical and in many cases unsafe in a domestic setting.

Room of choice delivery is included as standard. Delivery teams do not leave items at the doorstep but carry them through the property to the customer's chosen room, including upstairs floors where access permits. On arrival at the destination room, items are unpacked and examined with the customer present, so that any transit damage can be identified and documented before the crew departs. This on-site inspection stage is particularly relevant for high-value appliances, as it removes ambiguity about when and where any damage occurred.

Appliance installation is offered as a value-added service alongside delivery. AO Logistics crews are trained and certified to install electrically wired appliances, plumbed appliances such as washing machines and dishwashers, integrated appliances fitted into kitchen cabinetry, and gas appliances. For gas installations, the teams hold Gas Safe registration, which meets the legal requirement for gas work in UK domestic properties. This single-visit model removes the need for customers to arrange separate trades visits after delivery. At the end of the visit, the crew can also collect the customer's existing appliance for recycling through AO Recycling's facility in Telford, in compliance with WEEE regulations.

• Core delivery service: Two-person home delivery of large domestic appliances, white goods, televisions, and furniture, with items carried to the customer's room of choice
• On-site unpack and inspect: Items unpacked in the customer's home with the customer present before the delivery crew departs
• Gas appliance installation: Teams hold Gas Safe registration for gas appliance connection in UK domestic properties
• Plumbed appliance installation: Washing machines, dishwashers, and other plumbed appliances connected at point of delivery
• Integrated appliance installation: Appliances fitted into kitchen furniture as part of the delivery visit
• Old appliance removal: Existing appliances collected at point of delivery and routed to AO Recycling in Telford for WEEE-compliant processing
• Third-party logistics (3PL): The same two-person delivery, installation, and removal service offered to external manufacturers and retailers under commercial contract, with over 20 years of operational history
• Delivery schedule: Seven days a week including weekends and bank holidays, between 7 am and 7 pm
• Standard delivery speed: Next-day delivery across all covered UK postcodes
• Time-slot system: Customers receive a pre-allocated delivery window at point of order, with confirmation of the exact slot communicated before the delivery day

The third-party logistics operation has been running for over 20 years and applies the same two-person, room-of-choice, installation and removal model to products delivered on behalf of external clients. Hoover and Electrolux are among the appliance manufacturers using AO Logistics under contract, while The Cotswold Company represents the furniture segment. For 3PL clients, AO Logistics collects stock directly from the client's distribution sites and transports it to AO hubs before onward last-mile delivery, integrating stock collection with end-to-end fulfilment in a single contracted arrangement.

What are the AO Logistics rates and maximum dimensions accepted?

AO Logistics does not publish a public rate card. The company operates as the captive logistics arm of AO.com and as a contracted 3PL provider to external business clients. Delivery charges applied to AO.com orders are set by AO World as part of its retail pricing model, rather than being published separately as a carrier tariff. For 3PL clients, pricing is agreed through individual commercial contracts and reflects the specialist nature of the service, including the two-person crew requirement, installation capabilities, and old appliance removal.

No maximum weight or dimension figures are published in consumer-facing documentation. The service is designed to handle the full range of large domestic appliances routinely sold through AO.com and equivalent retailers. In practice, this covers items such as American-style refrigerators, range cookers, large-format televisions, and substantial furniture pieces, all of which exceed the weight and dimension thresholds of standard parcel courier services. The absence of published limits reflects the bespoke and contracted nature of the service rather than any operational uncertainty about what can be handled.

• Rate card: Not publicly available. Delivery charges for AO.com customers are set by the retailer at checkout
• 3PL pricing model: Bespoke and volume-based, negotiated individually per business client
• Item types handled: Large domestic appliances including washing machines, tumble dryers, dishwashers, refrigerators, range cookers, and large-screen televisions, as well as furniture
• Published maximum weight: Not specified in consumer-facing documentation
• Published maximum dimensions: Not specified in consumer-facing documentation
• General parcel service: Not offered. AO Logistics does not accept standard consumer parcels

What are the AO Logistics delivery options?

The standard delivery model for AO Logistics is built around pre-allocated time slots rather than the open-ended windows typically offered by general parcel carriers. At the point of order, the customer is assigned a specific delivery date and time window. AO Logistics communicates with customers before the delivery day to confirm the slot, so that recipients can plan their day around the scheduled arrival. Deliveries take place between 7 am and 7 pm, seven days a week including weekends and bank holidays, across all covered UK postcodes.

The two-person delivery model means that every AO Logistics delivery requires a recipient to be present at the address. The item cannot be left on the doorstep, in a safe place, or with a neighbour, as the service includes carrying items through the property, unpacking them, and in many cases installing them. This requirement applies whether the customer ordered through AO.com or through a 3PL client. The pre-allocated time-slot system is designed to minimise failed delivery rates by giving recipients advance notice of exactly when to expect their crew.

• Time-slot delivery: Customers receive a pre-allocated delivery window at point of order, with advance notification of the confirmed slot
• Room of choice: Items carried to any room in the property requested by the customer, including upstairs floors
• On-site unpack and inspect: Items unpacked in the customer's home with the customer present before the crew departs
• Appliance installation: Available at point of delivery for gas, electrically wired, plumbed, and integrated appliances
• Old appliance collection: The delivery team can remove and take away the customer's existing appliance at the point of delivery for recycling
• Recipient required: A person must be present at the delivery address. Unattended delivery is not available
• Operating hours: 7 am to 7 pm, seven days a week including bank holidays

For customers who are not at home when the delivery team arrives, redelivery arrangements are managed through AO.com's customer service team. The pre-scheduled and pre-communicated nature of AO Logistics deliveries keeps failed delivery rates low relative to standard parcel services, where recipients may have little or no advance notice of when to expect a courier.

What should I do if my AO Logistics parcel is lost or damaged?

For purchases made through AO.com, claims relating to damage or delivery issues are handled through AO World's customer service operation rather than directly through AO Logistics. This reflects the fact that AO Logistics functions as a captive fulfilment service for the retailer, with consumer rights governed by UK law including the Consumer Rights Act 2015. Customers who notice damage during the on-site unpack and inspect stage should raise the issue with the delivery crew before the team departs, as this is the most direct way to document the problem at the point it is identified.

For 3PL business clients, claims and liability are governed by individual commercial contracts between the client and AO Logistics. No standard claims procedure or publicly available compensation scale has been published for the 3PL service, and business clients should refer to their contract terms for the applicable process. AO World's Trustpilot record, with over 100,000 five-star reviews and over 240,000 "Excellent" ratings, reflects positively on the combined retail and delivery experience, suggesting that damage and delivery issues are resolved to customer satisfaction in the large majority of cases.

• AO.com customers: Contact AO World's customer service team for claims relating to damaged, missing, or incorrectly delivered items
• Damage at point of delivery: Raise the issue with the delivery crew during the unpack and inspect stage, before the team leaves the property
• Phone (main): 01204 672400
• Phone (secondary): 01270 754830
• Online contact: Available via the AO Logistics contact page
• 3PL clients: Claims handled under the terms of the individual commercial contract between the client and AO Logistics

Does AO Logistics handle international shipments and customs formalities?

AO Logistics does not offer international or cross-border shipping services. The entire network, covering its distribution centres, outbase depots, fleet and service infrastructure, is designed for domestic UK home delivery. No customs procedures, prohibited items lists, or duty and tax policies have been published, as these are not relevant to the company's current operating scope. Businesses or consumers looking to ship large domestic appliances or bulky goods to destinations outside the United Kingdom cannot use AO Logistics for that purpose.

AO World previously operated a retail and logistics business in Germany through AO Deutschland Ltd, a UK-registered entity that offered an equivalent two-person delivery service for the German retail market. AO World wound down its German retail and logistics activities in subsequent years, and the company's operations are now focused entirely on the UK domestic market. No plans to re-enter international markets or extend the AO Logistics service beyond the United Kingdom have been announced.

• International shipping: Not available. AO Logistics operates exclusively within the United Kingdom
• Customs documentation: Not applicable. No customs procedures or duty policies have been published
• Cross-border restrictions: AO Logistics does not ship to destinations outside the UK under any standard service offering
• Previous German operation: AO Deutschland Ltd previously operated an equivalent two-person delivery service in Germany, but those operations have since been wound down