Frequently Asked Questions
Dont be Shy!

Below are our most
Frequently Asked Questions

Welcome to our FAQs! We're here to help, so we've collected together some of the questions we're most commonly asked and provided the answers on this page. If you're looking for information about our service, you'll hopefully find it below.

Orders

Payment

Gift Cards


Orders

  • Can I add or remove items from my order once confirmed?

    Unfortunately as our orders are dispatched very quickly, once the order has been confirmed we are unable to amend any order details. However, we’ll be happy to exchange your items, just follow our easy Returns procedure below

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    How do I cancel my order?

  • The UK Distance Selling Regulations advise that you have 7 days to cancel your order contract with us and we will issue a full refund. The 7 working days starts from the day after you receive your order. We will need written confirmation that you wish to cancel your order, which can be done via our Contact Us form, or by post:

    • Customer Service
      Gold Group House
      Godstone Road
      Whyteleafe
      CR3 0GG

    If you have already received your order, you will need to return all items in the order in their original condition and packaging. If we do not receive the cancelled order back we may arrange to have it collected at your cost.

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    How do I return or exchange an item?

  • You can return products to your local store or our warehouse within 30 days of receipt for a refund or to exchange for a different size or colour. Please note that all items returned must be in their original unopened packaging with all labels and tags still attached. Due to hygiene and security reasons, certain items can’t be returned unless faulty, unfit for purpose, not as described or of an unsatisfactory quality. All goods will be inspected on return. The following items are non returnable unless in their original packaging and unused

    • DVDs
    • Books
    • Sex Toys
    • Condoms
    • Lubricants
    • Massage oils
    • Goods that by reason of their nature can’t be returned - (Items such as underwear, where the ’hygiene patch’ has been removed, or cosmetics where the seal has been broken).

    It’s very important that when you return an item, you include the invoice that was sent with your order. On the reverse side of the invoice is a form that you will need to fill in specifying the items you want to return or exchange. Without these details unfortunately we won’t be able to process your request

    Any refund will be issued to the card used to make the original purchase. Please allow 5 -10 working days for the funds to show in your account. In the unlikely event that we are unable to provide a replacement, of course we will automatically refund you and let you know via email. You can return the parcel by standard Royal Mail delivery using the freepost label provided; this will take up to 7 working days to reach us.

    Our Freepost return address is:

    • Customer Services
      FREEPOST CN 3021
      Whyteleafe
      Surrey
      CR3 0GG

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    My order has not arrived yet

  • If your parcel has not arrived within the timescales above, we ask that you allow a few extra days in case there are any local postal delays. If you have still not received your order after allowing a few extra days please Contact Us. To help us process this as quickly as possible, please make sure you have your order number on you when you call.

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    My order is incorrect or faulty

  • We are sorry if your product has proved faulty and would like to resolve the problem quickly for you.

    If you are returning a faulty product bought online, you can post it back to us using the label provided, or you can return it to your local store. Please indicate the reason for return on the returns form provided.

    If you have received an incorrect item, please follow our Returns instructions, entering the appropriate reason code on your returns note and state the replacement item you would like

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    Size charts

  • We never want to send you something that doesn’t fit properly, so we have included size guides on all our product pages. Click here to check you’re buying the right size for you

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Payment

    How secure is my transaction?

  • Shopping at Ann Summers is safe and secure. We use internationally recognised technical systems to make sure the details you give us when ordering are protected. We’re committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.

    When you place an online order at Ann Summers, we may ask for certain personal information such as your name, email address, delivery and payment details, and all of this information is held on secure servers. Ann Summers complies fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential.

    To provide a more efficient service, all our credit card transactions are processed through a third party of good repute; they only receive the information required to verify your payment and are under strict obligation to keep personal information confidential.

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    What payment methods can I use online?

  • We offer various ways for you to pay for your order, including: MasterCard, Visa, Visa Delta, Maestro, American Express and PayPal. Please note we do not accept Visa Electron or Laser cards.

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    Will it show up on my bank statement?

  • We understand that privacy is important to our customers, so your transaction will show as AS Ltd on your bank statement.  Please be aware this is for purchases made via the website, store transactions will show as Ann Summers.

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    What currency can I use on the website?

  • We always bill our customers in UK Sterling, however this may be shown on your statement in your local currency. Your bank can advise you on this.

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    Why has my payment been declined?

  • Your payment might be declined for a number of reasons. Please Contact Us and we will be able to give you more details.

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    Can I use Ann Summers vouchers online?

  • Gift vouchers cannot currently be used online, but can be used in any of our stores. Our Gift vouchers are made from paper. Gift vouchers can be redeemed by sending them to our customer service department via mail. Please note; this excludes Gift Cards, for Gift Card details please view our Gift Card FAQs.

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    Will I be charged customs and import charges

  • Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).

    Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

    It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting

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    How do I apply a promotional code?

  • If you acquire an Ann Summers promotional code, it’s valid for use online only at annsummers.com, and not in our shops or by phone, unless otherwise stated.

    Enter your promotional code by navigating to your shopping bag at the top right of the website. When you’re in your bag, enter the code and click ‘Apply Code’. The discount will then automatically be deducted.

    Orders must be placed before 23:59 on the expiry date of the offer. Only one promotional code can be used per order, if you have more than one promotional code you may need to place separate orders.

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Gift Cards

    Where can I spend my Gift Card? What can I buy with my Gift Card?

  • Gift Cards can be used in full or part payment for any products in all Ann Summers stores in the UK.

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    Can I use/redeem my Gift Card online?

  • No, it is not currently possible to redeem a Gift Card online.

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    How will my Gift Card be delivered and how long will it take?

  • If you order online your Gift Card order will be sent via standard post. If you order online with other products your Gift Card will be delivered to your delivery address separate from any additional products you order. Your Gift Card order may take up to 3 working days to deliver.

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    Can I receive a Gift Card in less than 3 working days?

  • Gift cards cannot be delivered using our express, Saturday or 1st Class delivery options. If you need a Gift Card in less than 3 working days we recommend visiting one of our stores.

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    I have a mixed order (Gift Card & products), can I choose a premium delivery option?

  • Yes, as our Gift Cards are despatched separately from any products you order you can choose express, Saturday or 1st Class delivery options for any products you order.

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    Can I choose Click & Collect for my online Gift Card order?

  • Yes, you can have your online Gift Card purchase sent using our click & collect service.

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    How can I check my Gift Card balance?

  • You can check your Gift Card balance by using our Gift Card check balance tool, or in any Ann Summers store in the UK.

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    What are the Gift Card Terms and Conditions

  • View our Gift Card Terms and Conditions.

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    Can I return an item purchased using a Gift Card?

  • Yes, you can return items to any Ann Summers store in the UK with a valid receipt within 28 days of purchase. Please refer to terms & conditions shown on the back of your till receipt. The amount of the return will be refunded back to the existing Gift Card if possible or a Refund Card will be issued.

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    Does the Gift Card ever expire?

  • Yes, a Gift Card with a balance is valid for 24 months from date of issue or last top up or 30 days after balance reads £0. After this time the remaining balance will be deducted and the Gift Card will expire.

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    Can I receive cash back on funds I have placed in my Gift Card?

  • No your Gift Card can only be redeemed for products and cannot be exchanged for cash.

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    What happens if my Gift Card is lost, stolen or damaged?

  • We strongly recommend you register it first. Please register your card online . By registering your card, we can issue you a new one already loaded with your remaining balance in case you lose it. It's a great, free way to protect your Gift Card, and we're all about protection at Ann Summers.

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    Where do I find my Gift Card PIN number?

  • The 4 digit PIN number can be found on the reverse of the Gift Card underneath the scratch off panel. This will be required when visiting our gift card registration service.

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    I have a query regarding my Gift Card, who should I contact?

  • Please visit your local Ann Summers store, to find your nearest store us our store locator or contact Customer Services on + 44 (0) 333 440 6969 who will be happy to assist with your query during normal working hours. Normal Opening Hours: Monday to Friday 08:00 - 23:00, Saturday 09:00 - 18:00, Sunday 09:30 - 18:00.

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    Can anyone use my Gift Card?

  • Yes because your name does not appear on the card. The Gift Card can be used by you or given to anyone you choose.

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    Are Gift Cards sold in specific denominations?

  • Online Gift Cards are sold in denominations of £10, £25, £50 & £100. Sales of Gift Cards online are in Sterling only.
    If you purchase your Gift Card in one of our stores you can purchase a gift card for any amount, subject to the following limits:

    • Minimum amount: £0.01
    • Maximum balance of: £500.00

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    I need to order a Gift Card in a different denomination, can I do this online?

  • We only sell Gift Cards online in the above denominations. You can order multiple Gift Cards within one transaction, however; please note you will receive separate Gift Cards.

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    Can a Gift Card be used to purchase another Gift Card?

  • Yes, you are able to purchase a Gift Card with another Gift Card.

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    How many Gift Cards can I use during one transaction/purchase?

  • You can use as many different Gift Cards during a single transaction as required but the same Gift Card cannot be used twice within the same transaction. Please note: Gift Cards can only be redeemed in store.

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    Where can I purchase a Gift Card?

  • You can purchase a Gift Card online, at any Ann Summers store in the UK. Alternatively you can purchase through Customer Services on + 44 (0) 333 440 6969 during normal working hours. Normal Opening Hours: Monday to Friday 08:00 - 23:00, Saturday 09:00 - 18:00, Sunday 09:30 - 18:00.

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    What happens when all the card value is used? Should I throw the card away?

  • A Gift Card with a zero balance can be topped up. This must be done within 30 days of the last transaction on the Gift Card or else the Gift Card will expire. To top up your Gift Card please visit one of our Ann Summers stores.

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Delivery

Delivery charges are listed on our Delivery & Returns page

    DELIVERY OPTIONS

  • UK Standard Delivery
    Our standard delivery service is sent via Royal Mail and will be delivered between 8.30am-8pm Monday - Friday. We will aim to get your order to you within 5 working days, but don't be surprised if it turns up earlier than this, we will get it to you as quickly as we can!

    UK First Class Delivery
    Our First Class delivery service is sent via Royal Mail and will be delivered between 8.30am-8pm Monday - Friday. We will aim to get your order to you within 3 working days.

    UK Tracked Express Delivery
    If you choose our express delivery service, orders will be delivered between 8am-6pm Monday-Friday by our courier UK Mail
    Orders placed Monday to Thursday before 2pm will be delivered the next day
    Orders placed after 2pm on Thursday and before 2pm Friday will be delivered on Monday
    Orders placed after 2pm on Friday and before 2pm Monday will be delivered on Tuesday

    Orders via Express can be tracked here once the order has been placed

    UK Saturday Delivery
    To take advantage of our Saturday delivery service, just place your order any day, before 2pm Friday, and your order will be delivered by UK Mail on Saturday between 8am-6pm.

    Please note that services are available to all postcodes excluding the following
    Scotland: AB30-39, 41-45, 51-56; DD; FK16-21; G63; HS1-9; IV; KA18-19, 26-29; KW1-17;KY9, 10, 13-16; ML11-12; PA20-50, 60-78, 80-88; PH; TD15; ZE1-3
    Ireland: D25-49

    International Delivery
    Our international delivery option can take up to 7 working days within Europe and 10 working days elsewhere in the world

    Please Note: Working days do not include Saturday, Sunday, or Bank Holidays.

    Click & Collect
    Our Click and Collect service is FREE and offers a practical alternative to receiving your order by post.

    We will email or text (if you have opted in) usually within 2 working days after your order has been placed to advise your items are ready for collection from your chosen Ann Summers store.

    When you collect your order, please make sure you bring the following items with you:

    • Proof of purchase - your email or your text message (if requested)
    • Your payment card - for protection against fraud, we cannot release your purchase without seeing your payment card. If you have paid by Paypal, then please bring a photo ID, which must be your passport or photo driving licence.
    • If someone else is collecting the goods on your behalf, they must present your proof of purchase, as well as their own photo ID (passport or photo driving licence only).
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    My order has not arrived yet

  • If your parcel has not arrived within the timescales above, we ask that you allow a few extra days in case there are any local postal delays. If you have still not received your order after allowing a few extra days please Contact Us. To help us process this as quickly as possible, please make sure you have your order number on you when you call.

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    Is the packaging discreet?

  • We understand that privacy is important to our customers. To ensure your privacy we use the utmost discretion in packaging your order for shipment. Products are mailed in a bubble-wrap envelope or a plain box (depending on the nature and/or size of your order).

    All orders are sent with the non-descript return address name of "Gold Group House" instead of "Ann Summers".

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    Can I track my order?

  • If you have chosen UK Express Delivery, you can track your order here once it’s been dispatched

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    Can I upgrade my parcel from Standard to Express delivery?

  • Unfortunately once the order is confirmed we are unable to amend the delivery option.

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    Does my order need to be signed for?

  • Standard delivery orders do not need to be signed for, but next day delivery orders will require a signature

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    What happens if I’m not in when my order arrives?

  • If you’re not in when your order is delivered, and it’s too big to put through your letterbox or needs to be signed for, the delivery provider will put a card through your letterbox with instructions on how to collect your parcel or arrange for it to be redelivered.

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My Account

    Do I need to register to shop online?

  • No, you don’t need to register to order online. After you’ve completed your order, you’ll again be asked whether or not you’d like to create an account, and you can choose not to if you wish.

    However, we would recommend creating an account so that you can easily checkout by just entering your email address and password.

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    How do I sign into my account?

  • First you will need to have registered and created an account. Click on ’Sign in’ at the top right of the website and enter the details requested. Alternatively, when you’re at the checkout just click on the ‘Sign In’ tab.

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    I’ve forgotten my login details

  • Not to worry. Just click the ’Forgot your password?’ link on the log in page and enter the email address you registered with. We’ll then email you with further instructions.

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    My Account is Locked

  • It happens to all of us, if you have had 6 unsuccessful password attempts, you will be unable to logon. Contact Us to have the password reset.

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    My Account is not recognised

  • Sorry, your details are not recognised. Check your email address is correct, then if it is still not recognised, you can easily set up an account here:

    Please note: if you last used your account in 2011, you’ll need to register as a New Customer to create a new account.

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    How do I change my personal details?

  • You can change your personal details by logging into your account and selecting ’Edit Personal Information’.

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    How do I unsubscribe from the newsletter?

  • Our regular newsletters keep customers up to date with our latest ranges & exclusive offers. However, if you would like to unsubscribe from receiving them you can do so here.

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Returns

    How do I return or exchange an item?

  • You can return products within 30 days of receipt for a refund or to exchange for something that is just right for you. Please note that all items returned must be in their original unopened packaging with all labels and tags still attached. Due to hygiene and security reasons, certain items can’t be returned unless faulty, unfit for purpose, not as described or of an unsatisfactory quality. All goods will be inspected on return. The following items are non returnable unless in their original packaging and unused

    • DVDs
    • Books
    • Sex Toys
    • Condoms
    • Lubricants
    • Massage oils
    • Goods that by reason of their nature can’t be returned - (Items such as underwear, where the ’hygiene patch’ has been removed, or cosmetics where the seal has been broken).

    It’s very important that when you return an item, you include the invoice that was sent with your order. On the reverse side of the invoice is a form that you will need to fill in specifying the items you want to return or exchange. Without these details we won’t be able to take the action you want us to

    Any refund will be issued to the card used to make the original purchase. Please allow 5 -10 working days for the funds to show in your account. In the unlikely event that we are unable to provide a replacement we will automatically refund you and let you know via email. You can return the parcel by standard Royal Mail delivery using the freepost label provided; this will take up to 7 working days to reach us.

    Our Freepost return address is:

    • Customer Services
      FREEPOST CN 3021
      Whyteleafe
      Surrey
      CR3 0GG.

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    I’ve lost my returns note

  • If you have lost your returns note please contact Contact Us

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    I’ve been refunded for my items but not the delivery charge

  • We Can only refund the delivery charges if you are returning the whole order

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    I have been refunded an incorrect amount

  • We apologise if we have made a mistake on your refund, please Contact us and we will correct it as soon as possible.

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    How do I return a faulty product?

  • We are sorry your product has proved faulty and would like to resolve the problem quickly for you.

    If you are returning a faulty product bought online, you can post it back to us using the label provided or to the address below

    Customer Services
    FREEPOST CN 3021
    Whyteleafe
    Surrey
    CR3 0GG

    Please indicate the reason for return on the returns form provided or enclose a covering letter.

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