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SOME PROMOTIONS MAY NOT COMBINE WITH OTHERS ON SITE, AND IF SO, THE BEST OFFER WILL BE USED ON YOUR ORDER


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Before contacting us, you may find the answer to your query in our Frequently Asked Questions below.

If your delivery is 5 days or more overdue, then please email us

Please note, due to size of product, some items are not suitable for Gift Boxing.

Returns and Cancellations

Any 3 for the price of 2 item choice will always give you the cheapest item free.

Please note: If you buy on a buy three get one free promotion, individual items cannot be returned for refund, you will need to send back the three qualifying items.

By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within seven working days of the day of receipt of the order.
If you wish to cancel your order under the Distance Selling Regulations we ask you to please notify our Customer Service team quoting your name, order number and details of the product/s:
* by email or
* by post to our Customer Service address:
Customer Services
FREEPOST CN 3021
Whyteleafe
Surrey
CR3 0GG.

Goods must be returned within 28 days, using the FREEPOST address above.

Where you are cancelling your order within this cooling-off period we will refund the full cost of the item. We will only refund the delivery charges if you are cancelling the whole order, so please mention this when cancelling your order. Delivery charges are non-refundable if you are returning part of an order.

If you notify us of your cancellation after the 7-day statutory cooling-off period, goods returned to us can only be exchanged for replacement goods or gift vouchers. Goods returned for exchange or gift vouchers must in all respects be in the condition you received them. This offer applies for three months from the date of purchase and is in addition to your statutory rights.

If you return goods, please always retain proof of posting for your records. This can be obtained from your Post Office and is free.You will be responsible for the returned products until they reach us.

Please note:Videos, DVDs, Books, Magazines and clearance and/or sale items cannot be returned unless they are faulty, so please be sure of your selection before ordering. Due to hygiene reasons, sex toys, condoms, lubricants, massage oils and lingerie (if the tags have been removed) can only be returned in the event that they are faulty, unfit for purpose, not as described or of an unsatisfactory quality.Some body stockings are also non-returnable.
This does not affect your statutory rights.

Refunds

Before contacting us please take note of the timescales required to process a refund:
We require 5 working days from receipt of a return for us to process a refund.
Please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside our control.
Your refund will be credited to the same card with which you made your original purchase.

Faulty Items

In the rare event you have a faulty item, please return to us at the FREEPOST address for an exchange or refund. Please note, if you do not use the FREEPOST option to return goods, we cannot refund any postage costs incurred by your return.
Customer Services Department
FREEPOST CN 3021
Whyteleafe
Surrey
CR3 0GG
Goods returned for exchange or gift vouchers must in all respects be in the condition you received them. This offer applies for 3 months from the date of purchase for lingerie and 1 year from the date of purchase for sex toys and is in addition to your statutory rights. If posting goods, please keep proof of posting.

PAYMENT AND ORDERING

How Long Will My Delivery Take?

If your delivery is 5 days or more overdue, then please email us

Please see our Delivery info page for details on delivery timescales.

What currency do you take?

We only accept the UK Pound Sterling (GBP). Customers outside of the UK will be billed in Sterling.

What tax do I pay?

All orders purchased on the Ann Summers website are inclusive of UK VAT regardless of delivery destination. If you live outside of the UK you are still eligible to pay UK VAT and you can then claim this back at the local tax office in your country.

What cards do you accept?

We accept the following cards: Mastercard / Visa / Visa Delta / Maestro / American Express / Solo

Can I pay by any other method?

Whilst other electronic payment methods are not currently accepted, we are happy to accept orders via post. Please send your order with a cheque or postal order through to:

Customer Service Centre
Gold Group House
Godstone Road
Whyteleafe
Surrey
CR3 0GG

Please ensure all crossed cheques and postal orders are made payable to ‘Ann Summers Ltd’

Is it safe to order online?

Yes. We are a member of IMRG, the leading industry body for global e-tailing, promoting the highest possible industry standards and best practices ensuring honest and truthful transactions.
We utilise industry-standard 128 bit Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and other sensitive information like your credit card details. This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - this checks the data being transferred to ensure it has not been altered.

Using a Communal Computer

If using a communal computer, please follow the instructions below before and after placing your order.
Go to Control Panel, then Internet Options.
Click on the general tab.
Click to delete cookies, then click next button to delete files, this can take a minute or two, then click to clear browsing history.
You can then either re-start your machine, or refresh your browser, and you are then ready to place your order.

When will I be charged?

When you press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account. You will then receive an e-mail within a few minutes confirming your order. If the payment is not authorised by your bank or card issuer, you will receive an email within a few minutes advising you of this (Please note some issuing banks may still reserve your funds for a period of time).

Do you sell Gift Vouchers?

Unfortunately we do not currently sell gift vouchers but we are working on e-vouchers and these should be available shortly. However you can buy Ann Summers vouchers in our stores around the country. These vouchers are only redeemable in store.

Do you deliver to BFPO addresses?

Most orders can be delivered to BFPO addresses, with Standard 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

PRODUCT INFORMATION

I need more information about a product

We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found on the product page or by clicking here Sizing Chart If you need more detailed information, please Contact Customer Services quoting the product code.

HOW DO I UNSUBSCRIBE MY EMAIL ADDRESS?

We will be sorry to see you go, but by submitting your email address and pressing the submit button, you will have successfully unsubscribed from our emailing list.
If you miss us and our exclusive internet only products, we would be happy to welcome you back any time!

unsubscribe e-mail address

TECHNICAL ISSUES

My email/password is not recognised

You must use the exact email address and password combination with which you first registered in order to log back in to the site. If you have forgotten your password, we can send your password to the email address you used to register. Just fill in the 'Forgotten Your Password?' box on the Log in page

How do I change my details?

To change any of your registered details on annsummers.com, click on Log in page
and enter your login name and password.Click on Change Personal Information and change any of the details shown and then click ‘update my details', and the change will update straight away.

I am told that my card has expired, even though the expiry date is in the future.

This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

Can I change my order?

Once your order has been confirmed, unfortunately it is not possible for you to change it prior to dispatch. This does not affect your statutory rights.

What will happen if I'm not in when you deliver my parcel?

The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

Recycling Policies and Procedures

For full details, please visit our Recycling Information page.

Declaration of Conformity

All our vibrating toys have a Declaration of Conformity,complying with the requirements of the standards, in accordance with the following Directives:
The Low Voltage Directive and its amending directives.
The Electromagnetic Compatibility Directive and its amending directives.
For a copy email us with the name of the toy bought, and we will send you one.