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Frequently asked questions


Do you need help? Browse the subjects below to find answers to the frequently asked questions. Please contact us using the information to the right if you need more help.

Questions we hear the most

  • You will receive a confirmation email once the order is complete, please check your Junk Mail if it’s not in your main Inbox.
  • Make sure the email address you have provided is correct, if not contact Customer Service.
  • If you have an account, you can also see your order details under the My Orders tab.
  • We aim to deliver most orders the next working day, while some orders can take up to 2-3 working days depending on weight/size or location of the delivery address.
  • Please note you must place your order before a certain time to ensure it will be delivered the next working day. To see these times go to our terms and conditions.
  • We can only cancel an order before it has been dispatched from our warehouse, to do this please contact Customer Service.
  • If the order has already been dispatched, the item must be returned before we can process a refund.
  • We cannot amend an order once it been placed, you will need to make a new order.
  • Please contact Customer Service in regards to the additional delivery charges.

Recycling your old electricals is easy!

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More websitek and type in your postcode.

Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. We’re proud to support your local authority in providing local recycling facilities for electrical equipment. To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol.

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS). To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

Under the Waste Batteries Regulations, Clas Ohlson are now offering a take back scheme for all portable waste batteries You can now take your portable waste batteries to your clas ohlson store to be recycled (please do not post them).

Alternatively, you can find your local waste portable battery recycling facility at the Recycle More website. Most supermarkets and shops that sell batteries will have collection bins.

  • For small to medium orders delivered by DPD, you can change the address or get it sent to a local pick up point. You can also make a request for your parcel to be left in a safe place or with a neighbour.
  • All this can be done via the DPD Website (www.dpd.co.uk/index.jsp) or you can also Download the App
  • For all other orders please contact Customer Service.

  • For small to medium orders, track via the DPD Website (www.dpd.co.uk/index.jsp) or Download the App
  • For large items orders, track via the DX Website (www.dxdelivery.com/consumer/my-tracking/)
  • For bulk orders please contact Customer Service

  • For any queries regarding your order please contact Customer Service.

  • Please use the returns instruction paperwork sent with your order.
  • For any faulty or broken items please contact Customer Service.

Recycling your old electricals is easy!

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.Why recycle?Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health. We’re proud to support your local authority in providing local recycling facilities for electrical equipment. To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

How are we helping?

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS). To find more information on WEEE recycling and to locate your nearest recycling centre please visit Recycle More

The Waste Batteries and Accumulators Regulations

Under the Waste Batteries Regulations, Clas Ohlson are now offering a take back scheme for all portable waste batteries You can now take your portable waste batteries to your clas ohlson store to be recycled (please do not post them).Alternatively, you can find your local waste portable battery recycling facility at Recycle More. Most supermarkets and shops that sell batteries will have collection bins.

On every product page, next to the button, “Add to basket”, there is a link called “save to wish list”. If you have created several wish lists, you will be prompted to choose one – or to create a new wish list. Please note: You need to be registered and signed in to use the wish list function.

Select the ‘my account’ tab in the header bar and select “My wish lists”.

If you’d like to receive the e-mails from Clas Ohlson, packed with great offers and smart solutions, have a look at the very bottom of this page. There you’ll find a box where you can subscribe by providing your e-mail address.

At the bottom of each e-mail, there is a link to unsubscribe, just click on it and follow the simple instructions.

There are several ways you can search for a clas ohlson product. You can browse through the categories, use our search tool or enter the article number. Please don’t hesitate to contact our customer service if you are unable to find what you’re looking for.

  • For small to medium orders, track via the DPD Website (www.dpd.co.uk/index.jsp) or Download the App
  • For large items orders, track via the DX Website
  • For bulk orders please contact Customer Service

Yes, log onto your account and go to ‘My pages’. Under the ‘My purchases’ tab you can view your previous online purchases. If you’ve made purchases online but don’t have a password, you can create a password to ‘My pages’ by entering your e-mail address on the ‘forgotten password’ page.

Fill your basket with the items that you want to purchase, then go to ‘checkout’ and provide the required information, e.g. name, delivery address etc.

Yes. Click on your basket and enter the article number and quantity for each product that you would like to purchase.

Contact the customer service team as soon as possible. They will help you provided that the order has not already been processed.

We will notify you if a product you have ordered is out of stock before your order is completed.

  • We do not have an online reserve option however, we do offer free delivery for Click and Collect in store. We will notify you when the item is ready to collect.
  • To reserve items in store please contact Customer Service on 020 8247 9300.
  • Please note we may not be able to make reservations during peak seasons or for items on offer.

  • On the product page under Product availability use the dropdown menu to select your local store.

As soon as your order is shipped from clas ohlson’s warehouse, you will receive an email that confirms that your order is on its way. On your account page, there is a tab called “My purchases”. The status of your order will be changed from “In progress” to “Shipped”.

Our standard delivery cost is £4.95, and if you order before 4pm you can choose next day delivery from £6.95. Prices vary for orders placed outside mainland UK.

We aim to deliver your order from our warehouse within 48 hours. Generally your order will be delivered within five working days from date of purchase. During high season the delivery time can take slightly longer. You can view your order status on ‘My pages’. If you don’t have a password for ‘My pages’, you can create a password by entering your e-mail address on the ‘forgotten password’ page.

We only deliver within the UK. For delivery to Sweden, Denmark, Faeroe Islands, Greenland and Iceland, please go to our Swedish online store (www.clasohlson.se). For delivery to Norway (including Svalbard and Jan Mayen) please visit our Norwegian online store (www.clasohlson.no). For delivery to Finland (including Aland Islands) see our Finnish online store (www.clasohlson.fi).

Click & Collect is a complimentary service we offer to all our customer for added convenience when shopping online. This service is free of charge and is available in all of our UK stores.

Click & Collect is a complimentary service we offer to all our customer for added convenience when shopping online. This service is free of charge and is available in all of our UK stores.

Step 1: Once item/s are in your basket, go to check out
Step 2: Fill in your details
Step 3: Select payment method
Step 4: Select Collect in store (order before 4pm, Monday to Friday, for next day delivery to store)
Step 5: Select your closest store from the drop down menu
Step 6: Complete order

If your order is placed before 5pm Monday-Friday your order will be ready for collection the next day. For more information please see our terms and conditions.

The Clas Ohlson team will contact you via text and email when your order is ready for collection at your selected store. Please bring your email and/or text notification with you when collecting your order.

Your order will be held in your selected store for 14 days. If you would like us to hold your order for longer, please contact our customer service team on 020 8247 9300.

If you would like someone else to collect your order on your behalf please ensure they bring your collection email or text with them to present for collection.

If your order is not suitable you can return the item/s, with your receipt, to one of our local stores and we will give you a refund or exchange. Alternatively, you can contact our customer service team on 020 8247 9300. As soon as we receive the returned item(s), we will refund the card you made the original purchase with. Please see our full refunds and returns policy here refunds and returns policy.