We use Royal Mail Tracked Delivery. All orders are sent discreetly in plain packaging and all emails about delivery will say 'AS Ltd' in the subject line not 'Ann Summers'.
Service | Delivered | Cost | |
Standard |
3 Working Days | £3.99 or FREE over
£40
|
|
Express | 1-2 Working Days | £5.95 | |
Click and Collect | 3-5 Working Days | FREE | |
Post Office® Local Collect | 3 Working Days | £3.99 or FREE over
£40
|
|
Please note: Working days don't include Saturday, Sunday or UK Bank Holidays |
Thanks to our global shipping partner, Global-e, we ship to over 200 destinations, in over 95 currencies and offer over 150 different payment methods, depending on your shipping country. If you're browsing or shipping outside the UK, make sure you select your destination country so that our product and checkout pages appear in your local currency. You're able to do this at any point by clicking the small flag at the top of the page to change country. Shipping costs and delivery charges will be calculated at checkout. For more information, please visit our international Customer Services.
If you’re not happy with something you purchase from us, for any reason, you can return it to us for free within 28 days of receipt. Items must be unworn, unwashed and in their original condition with all tags and labels intact for lingerie, and all seals intact for toys and accessories.
There are a few things we can’t exchange or refund:
If you've received damaged or faulty items, please click here for information on how to return these to us.
We have two options for returning your item(s) to us, both of which are completely FREE.
1. Returning items by postReturning your items to us for a refund or an exchange is free:
If you’ve returned your item for a refund, once your return has been processed by our Returns team, please allow (depending on your bank) a further 7 days for the refund to reach your account. (This might take up to 10 days in busy periods) You’ll be notified when your return has been processed.
If you still haven't received your refund or exchange after this time, please contact our Customer Services team.
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 with you your proof of purchase (like a receipt, delivery note or screenshot of your order confirmation email), and your original payment method. We’re sorry, but we can’t accept bank statements or online banking screenshots as proof of purchase. Please note, if you would like a refund, you must bring the invoice you will have received with your order.
If you’re returning an item in store purchased online using Amazon Pay, Clearpay, Klarna, or PayPal, we’re sorry, but we can only offer you an exchange at the same value of your purchase. The same applies if you bought your items from Amazon or a Sisterhood Ambassador. If you’d prefer a refund, you’ll need to send your items back to our warehouse by post (see above).
Any returns will be at the discretion of the store manager.
To return an item you’ve purchased through one of our Ambassadors, you’ll need to contact your Ambassador. You’ll find her details on the delivery note which came with your order. Your Ambassador can exchange your item(s) or refund you directly.
Our free returns policy means you can also return unwanted items to our warehouse from anywhere in the UK for a refund or exchange, within 28 days of receiving your item(s).
If you’ve purchased any of our products through another web retailer, your refund policy might be slightly different. See below for further information on how to return your item/s for a refund:
For details on international returns, please see our International Returns Policy.
If you returned your items to one of our stores, it may take up to 5 working days for your refund to reach you.
If you returned your items using our prepaid tracked returns label:
Due to the Covid-19 pandemic and extra measures we and our couriers have put in place to protect the health and well-being of our teams, it may take up to 10 working days for your return to be received and processed by our Returns team.
Once your return has been processed by our Returns team, please allow (depending on your bank) a further 10 days for the refund to reach your account. You’ll be notified when your return has been processed.
If you still haven't received your refund after this time, please contact our Customer Services team.
You have two options for exchanging item(s), both of which are completely FREE.
1. Returning items by postReturning your items to us for a refund or an exchange is free:
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 of purchase when returning a package to us.
Please note, we only accept like-for-like exchanges. You can exchange your item for a different colour or size (subject to availability), but we’re sorry that you can’t choose a different item altogether.
2. Returning items to Ann Summers stores
You can exchange your item(s) in any of our stores – to locate your nearest Ann Summers store please click here.
Please remember to bring with you your proof of purchase (like a receipt, delivery note or screenshot of your order confirmation email), and your original payment method. We’re sorry, but we can’t accept bank statements or online banking screenshots as proof of purchase.
If you’re returning an item in store purchased online using Amazon Pay, Clearpay, Klarna, or PayPal, we’re sorry, but we can only offer you an exchange at the same value of your purchase. The same applies if you bought your items from Amazon or a Sisterhood Ambassador. If you’d prefer a refund, you’ll need to send your items back to our warehouse by post (see above).
Any returns will be at the discretion of the store manager.
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.
For more information please see our customer help pages.