Delivery Charges and Timescales
| Delivery type | Cost | Delivery time |
| UK Standard delivery | £3.95 per order under £35* |
Order before 3 pm and we'll despatch your order the same day using Royal Mail First Class. |
| FREE UK Standard delivery | Free on all UK orders over £35** |
Order before 3 pm and we'll despatch your order the same day using Royal Mail First Class. |
| UK Next working day delivery | £10 per order | Courier delivery guarantees next working day im mainland UK if ordered before 11.00 am Mon-Friday, excluding Bank Holidays, Saturdays and Sundays. Courier delivery does not include Saturday.* |
| Europe & Worldwide delivery | Charges are £3.95 per order. | European Union:
3-5 working days Rest of World: 5-7working days |
If you have allowed for the timescales above and still not received your order please Contact Customer Services with your order number and query.
Free Delivery Offer!
Any special promotional free delivery offers are for UK only, and only for Royal Mail deliveries. Next day deliveries will stay at the normal price of £10
**The offer of FREE Royal Mail Delivery is for orders to be delivered within the UK and Northern Ireland, and that are over £35
Next Day deliveries are in Mainland UK only.
If your delivery is 5 days or more overdue, then please email us
We do not deliver Xpoles outside of the UK.
Discreet Packaging
All our orders are dispatched in discreet, unbranded packaging. Royal Mail requires us to have a return address on your parcel; this is shown as Gold Group House (Gold Group International is our parent company). So there is no way for nosey neighbours or colleagues to identify Ann Summers as the sender of your parcel. That means you can be confident when ordering and choose a delivery address that is convenient for you.
Next day mainland UK delivery orders must be placed before 11:a.m. Monday to Friday, for mainland UK delivery on the next working day.Bank Holidays, Saturdays and Sundays do not count as working days for delivery.
Stock Availability
Occasionally, items are out of stock at the time of ordering. If we are out of stock on an item in your order, the rest of your order will be dispatched as normal and your missing item will be placed on back-order. You will be notified of this on the paperwork that will come with your order. As soon as the item is back in stock it will be dispatched to you free of charge Royal Mail First Class.
Warehouse collection of orders
As there is no public access on site, it is not possible to pick up orders from our warehouse.
INTERNATIONAL DELIVERY
Deliveries to countries outside the UK
Please see table above for International Delivery Charges and Timescales>
Please do not enter your post/zip code in the box, but add to the bottom of your address when typing in.
Import Charges.
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office or you can obtain further information from your local post office.
Delivery to BFPO addresses
Most orders can be delivered to BFPO addresses, with Standard UK Delivery charge applicable. During registration you must enter your BFPO address as UK, rather than the country where you are posted. When we ship to BFPO addresses, it is the responsibility of the British Forces to ensure that the parcel is delivered to the correct location. For more information please see the BFPO website
RETURNS, REPLACEMENTS AND EXCHANGES
To cancel your order, you must notify us in writing within 7 days of receipt of goods, quoting order number, name and address, details of the product(s) and the reason for return; goods must be returned to us within 28 days of receipt.
If you wish to cancel your entire order and return all goods for refund, your order value and delivery charges will be refunded automatically.
If you notify us of your cancellation after the 7-day statutory cooling-off period, goods returned to us without notification can only be exchanged for goods or gift vouchers. If you return goods, please always retain proof of posting for your records, which can be obtained from the Post Office, which is a free service. You will be responsible for the returned products until they reach us. If you are returning only part of your order, please include the following details with your returned goods; order number, name and address, details of the product(s), the reason for return and whether you require a refund or replacement. Delivery charges are non-refundable if you are returning only part of your order and you do not use our free post service (see below).
Returning Your Order
If you are returning an item or items to us for a refund or an exchange then please use the FREEPOST address below:
Customer Service Centre
FREEPOST CN 3021
Whyteleafe
Surrey
CR3 0GG
We usually process a refund or exchange within 3-5 working days of receipt (excludes Bank Holidays). Replacement items can only be dispatched once we have received your returned order.
Missing Items
If you have received your order and an item is missing, please Contact Customer Services with your order number and let us know which item is missing.
We will investigate and resolve the situation as quickly as possible.
PLEASE NOTE
Delivery charges (the postage and packaging cost you originally paid to have the order delivered to you) are non-refundable unless you are cancelling your entire order within the 7-day statutory cooling-off period. If you are only returning part of the order, you will be refunded the full value of the items returned, less the delivery charge.
If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
*Please note, the Free Postage over £35 offer only applies to orders delivered to UK addresses. Any order where the value of the goods is less than £35 will be subject to postage charges. Please read our terms and conditions carefully as making a purchase is acceptance of these terms. Orders over £75 may need to be signed for.