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Delivery & Returns

Honey, we get it! You've spotted your fav buy and you want it now. Well, at Ann Summers, we do everything possible to make sure we get it delivered to you discreetly and on time... and you're totally satisfied, time and time again.

What will my package look like?

All orders are sent with the non-descript return address name of "Gold Group House" instead of "Ann Summers". Products are mailed in bubble-wrap envelope or a plain box (depending on the nature and/or size of your order).

There's also no need to worry about your bank statement as your transaction will show as 'AS Ltd'.

There are no markings on the back or side of your parcel. The only markings are your address label on the front, which appears as below, and a Royal Mail Delivery or courier sticker depending on the service used.

Ann Summers discreet delivery

So, what are the delivery options?

When you checkout, you will be able to choose which delivery service you would like. The checkout will always clearly explain which options are available to you. Ann Summers uses Royal Mail Tracked Delivery and DPD courier for next day services. Please note that Click and Collect orders are delivered primarily by our store delivery carriers.

Delivery costs and options - United Kingdom
Service Delivered Cost  
Click and Collect - to a store of your choice 3 Working days Free  
Standard Delivery 3 Working days £2.95 Free if you spend over £35
Premium Delivery 2 Working days £3.95  
Express Delivery Guaranteed next working day £5.95  
Saturday Delivery Guaranteed on Saturday £9.95  
Sunday Delivery Guaranteed on Sunday £9.95  
Please note: Working days do not include Saturday, Sunday or UK Bank Holidays

Click & Collect - Free

  • Our Click and Collect service is FREE and offers a practical alternative to receiving your order by post.
  • Order before 2pm for delivery within 3 working days
  • We'll email you when you're order is ready for collection
  • Please Note: This service excludes a few of our stores; unfortunately you cannot Click and Collect to Belfast, Cork, Isle of Man, Lisburn, Newry, Manchester Knickerbox or Jersey

Standard Delivery - £2.95

  • Receive email/text updates from Royal Mail - So you know when to expect delivery, you will receive email and/or text notifications from Royal Mail as your order goes through the delivery network. You will receive an email and/ or text to let you know your parcel is out for delivery on the morning that it will arrive
  • Orders placed before 6pm will be delivered within 3 working days
  • Delivery excludes Sundays and public holidays
  • For certain postcodes the Standard Delivery service is 72 hours delivery: BT,GY,HS,IM,JE,KW,ZE2 & ZE3

Exceptions

Larger Orders/ Multiple Boxes - any orders that are large in size will be put into multiple boxes. These multiple boxes will be sent via DPD tracked on a next working day delivery service if ordered by 2pm. If order is placed after 2pm, the order will be delivered within 2 working days. These orders will need to be signed for.

Premium Delivery - £3.95

  • Receive email/text updates from Royal Mail - So you know when to expect delivery, you will receive email and/or text notifications from Royal Mail as your order goes through the delivery network. You will receive an email and/ or text to let you know your parcel is out for delivery on the morning that it will arrive
  • Order before 2pm for delivery within 2 working days
  • Delivery excludes Sundays & bank holidays
  • For certain postcodes the Premium Delivery service is 72 hours delivery: GY,HS2,IM,JE,KW16-17,PA61-PA75,PA78,PH30,PH41-PH44 and ZE2-3

Exceptions

Larger Orders/ Multiple Boxes - any orders that are large in size will be put into multiple boxes. These multiple boxes will be sent via DPD tracked on a next working day delivery service if ordered by 2pm. If order is placed after 2pm, the order will be delivered within 2 working days. These orders will need to be signed for.

Express Delivery - £5.95

Guaranteed next working day delivery

  • Receive email/text updates from DPD - So you know when to expect delivery, you will receive email and/or text notifications from DPD as your order goes through our delivery network
  • Order before 2pm to receive your order the next working day
  • Orders placed after 2pm on Thursday will be delivered on Monday
  • Orders placed after 2pm on Friday, or over the weekend will be delivered on Tuesday
  • You will be given a 1 hour delivery window, which can be rearranged to suit you. Information on how to do this can be found on your email notifications from DPD
  • Delivery excludes weekends & bank holidays
  • Express Delivery orders can be tracked here once the order has been placed

Postcode exclusions: Please note that the Express Delivery service is available to all postcodes excluding the following: click here to see excluded postcodes

Scottish Highlands:

AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

Scottish Islands:

HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Channel Islands:

JE1-5 and GY1-10

Isle of Man:

IM1-9 and IM99.

Isles of Scilly:

TR21 - TR25.

Saturday Delivery - £9.95

Guaranteed Delivery on Saturday

  • To take advantage of our Saturday delivery guaranteed service, just place your order any day, before 2pm Friday, and your order will be delivered by DPD on Saturday between 8am-6pm. You will be given an hour delivery window in your DPD email notification, which you can change to a time to suit you. Information on how to do this can be found on your email notifications from DPD

Postcode exclusions: Please note that the Saturday Delivery service is available to all postcodes excluding the following: click here to see excluded postcodes

Scottish Highlands:

AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

Scottish Islands:

HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Channel Islands:

JE1-5 and GY1-10

Isle of Man:

IM1-9 and IM99

Isles of Scilly:

TR21 - TR25

Sunday Delivery - £9.95

Guaranteed Delivery on Sunday

  • To take advantage of our Sunday delivery guaranteed service, just place your order any day, before 2pm Friday, and your order will be delivered by DPD on Sunday between 8am-6pm. You will be given an hour delivery window in your DPD email notification, which you can change to a time to suit you. Information on how to do this can be found on your email notifications from DPD

Postcode exclusions: Please note that the Sunday Delivery service is available to all postcodes excluding the following: click here to see excluded postcodes

Scottish Highlands:

AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50

Scottish Islands:

HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3

Channel Islands:

JE1-5 and GY1-10

Isle of Man:

IM1-9 and IM99

Isles of Scilly:

TR21 - TR25

Delivery costs and options- International

Following the explosions in Belgium, alert levels in Europe have been increased which have impacted tunnel and ferry crossings into mainland Europe. As a result delivery of your orders into mainland Europe may incur some delays. We apologies for any inconvenience this may cause.

Service Delivered
International Standard Delivery Europe: Up to 7 Working days.
Worldwide: Up to 10 working days
International Tracked Delivery 4-8 Working days
International Express Delivery 2-4 Working Days
Please note: Working days do not include Saturday, Sunday or UK Bank Holidays

Returns, Refunds & Exchanges

Our returns policy

If you’re not happy with something you purchase from us, for any reason, then you can return it to us using our free returns service and we’ll be happy to exchange your item(s) or refund it for you. Items must be unworn, unwashed and in their original condition with all tags intact for lingerie and all seals intact for toys and accessories.

There are a few things we can’t exchange or refund, these are;

  • All sex toys, where the packaging/ box has been opened, unless the item(s) are considered damaged or faulty
  • Lingerie, which has been used or where the hygiene seal, tags or labels have been removed
  • Hosiery which has been used and where the seal is broken
  • DVDs if they’ve been opened and used

If you have received damaged or faulty items, please click here for information on how to return these to us.

Returns are FREE and easy

To make returning your item(s) as easy as possible, we have two options, both of which are completely FREE.

1. Returning items by post

Our free returns policy means you can return unwanted items from anywhere in the UK, for a refund using our FREEPOST address, within 28 days of receiving your item(s).

Please return your item(s) using the following FREEPOST address, or the label provided in your parcel on your delivery note.

Customer Services
Gold Group House
FREEPOST CN3021
Whyteleafe
CR3 OGG

In order for us to process your return, please include your delivery note or include a note with your full name, address, and order number which can be found on your Order Confirmation email.

We advise you to obtain a proof a purchase when returning a package to us.

2. Returning items to Ann Summers stores

You can return your item(s) to any of our stores – to locate your nearest Ann Summers store please click here.

Please remember to bring your proof of purchase, such as a receipt or delivery note, with you and your original payment method, in order for us to process your return. Please note, we cannot accept bank statements or online banking screenshots as proof of purchase.

Unfortunately we’re unable to process a return for any item(s) purchased using PayPal in-store, however we will be able to offer an exchange. If you do require a refund via PayPal please send your item(s) using the FREEPOST address provided above.

Any returns will be at the discretion of the store manager.

Party Plan Returns

Returning an item you have purchased through one of our Ambassadors is easy. Just make contact with them to let them know you are looking to return an item/s and your Ambassador will either be able to exchange your item for another or refund you directly.

Alternatively you are able to exchange an item at any Ann Summers Store across the UK. Just take along your order form as proof of purchase.

International Returns

For details on international returns, please see our International Returns Policy.

Morgasm Money Back Guarantee

We’re so confident that your Moregasm Contour toy will give you your best orgasm ever that we’ve put our money where our mouth is - we’ll give you a full refund if you’re not deeply satisfied. Please click here for more information

Refunds

It may take up to 5 working days to receive your refund if you’ve returned your item(s) to one of our stores.

If returning your item(s) using our FREEPOST address, we’ll aim to refund you as quickly as possible. It may take us up to 10 working days from receiving your item(s) to process your refund, and slighter longer during busier times. We’ll email you as soon as we’ve processed your return.

If you’ve not received your refund after 15 working days, please contact a member of our Customer Services team on 0333 440 6969 who will be able to help. We’re open Monday to Friday, 8am to 8pm, Saturday 9am to 6pm and Sunday 9.30am to 6pm.

Exchanges

To make exchanging your item(s) as easy as possible, we have two options, both of which are completely FREE.

1. Returning items by post

You can exchange any item(s) using the FREEPOST address below, or the label provided in your parcel on your delivery note.

Customer Services
Gold Group House
FREEPOST CN3021
Whyteleafe
CR3 OGG

In order for us to process your exchange, please follow the instructions on the reverse of your delivery note. We advise you to obtain a proof a purchase when returning a package to us.

2. Returning items to Ann Summers stores

You can exchange your item(s) to any of our stores – to locate your nearest Ann Summers store please click here.

Please remember to bring your proof of purchase, such as a receipt or delivery note, to exchange your item(s), which must be in a saleable condition and within 28 days of purchase. If you’re unable to provide proof of purchase, we can only offer you an exchange to the current selling value of the product.

Any returns will be at the discretion of the store manager.

I've got more questions...

For more information please see our FAQs.