Help Centre
Customer Journey
Order progress, surveys, delivery and what happens next.
I have just placed my order. What happens next?You will receive an order confirmation email containing a link to access your invoice. The next steps depend on whether you have selected Standard Installation, Premium Installation or are having the charge point installed by your own electrician.ReadI have submitted my virtual survey. What happens next?Once you have completed your survey, our team will review the images and information you have provided within 5 working days.ReadWhat is a Distribution Network Operator (DNO)?DNOs are the companies responsible for the physical electricity network in the UK. They own and maintain the underground cables, overhead power lines, and substations that deliver electricity from the national grid...ReadHow long does the full process take from order to installation?Once you place your order, you will receive a confirmation email. If you have purchased a standard installation, you will receive a seperate email shortly after, requesting you to complete a virtual survey. Please...ReadWhy have I not received an installation date yet?What should I do?ReadDo I need to do anything after placing my order?Once you have placed your order, the next steps depend on whether you selected Standard Installation or Premium Installation.ReadWhy has my survey not yet been approved?In some instances, your survey may not be approved using our virtual process. If your survey cannot be approved straight away, our team will explain what is needed before we can arrange your installation date.ReadWhat happens if my survey cannot be approved?If we are unable to complete the installation for you, we will contact you to advise why and will refund your installation fee. If a physical survey has been carried out, the cost of this (GBP 200) will not be refunded.ReadWhat could delay my installation?While the majority of our installations proceed without a hitch, a few factors can influence how quickly we can get yours on the books.ReadWhat is the returns process if I change my mind before installation?It is possible to return your unopened charger before installation.ReadCan I change my charger colour, specifications or order details after placing my order?If you need to change your order after placing it, please contact Andersen as soon as possible. We will do our best to accommodate your request depending on where your order is in the process:ReadWhen will my charger be delivered?Your charger is usually dispatched within 2-3 working days, depending on your order and delivery route.ReadWhere will my charger be delivered?Where your charger is sent depends on how you purchased it:ReadCan my charger be installed before my vehicle arrives?Yes, your Andersen charger can be installed before your vehicle arrives, provided your installation has been approved and booked.Read