Delivery & Returns

Royal Mail Strikes

Due to ongoing Royal Mail strikes, orders placed at this time may be impacted and subject to delays beyond our usual delivery timeframes.

Unfortunately these strikes are outside of our control. Please be assured that we are doing everything we can to make sure customers receive their orders as soon as possible.

You can track your delivery here.

Delivery Options To Suit You

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'.

Delivery costs and options - To UK
Service Delivered Cost

Standard

 3-5 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 3-5 Working Days £3.99 or FREE over
£40
Please note: Working days don't include Saturday, Sunday or UK Bank Holidays

Standard Delivery - £3.99 FREE over £40 spend

  • Orders placed before 6pm will be delivered within 3-5 working days.
  • You’ll receive email/SMS* notifications from Royal Mail (*if you’ve signed up to receive them) with updates on your order. Royal Mail will let you know your parcel is out for delivery on the morning that it’ll arrive:
  • If you’re not going to be in when they deliver, you can arrange:
    • Another date for delivery
    • For Royal Mail to deliver to your local Post Office or Customer Service Point (Delivery Office) instead via the Royal Mail app, website, or the notification email/text they sent you.
  • You’ll receive email/SMS notifications from Royal Mail (if you’ve signed up to receive them) with updates on your order. Royal Mail will let you know your parcel is out for delivery on the morning that it’ll arrive.
    • If they can’t deliver, they’ll send you an email/SMS* 'something for you card', as well as putting one through your letterbox;
    • If they’ve delivered to a neighbour, they’ll tell you the name and house number;
    • Or, they’ll let you know if they’ve delivered to your Safeplace (if you’ve given one to Royal Mail)
  • Delivery excludes Saturdays, Sundays and Bank holidays
  • For some postcodes, our Standard Delivery service can take longer to arrive: BT, GY, HS, IM, JE, KW, ZE2 and ZE3.

Express Delivery - £5.95

  • If you’re not going to be in when they deliver, you can arrange:
    • Another date for delivery
    • For Royal Mail to deliver to your local Post Office or Customer Service Point (Delivery Office) instead via the Royal Mail app, website, or the notification email/text they sent you.
  • Order before 6pm for Express delivery.
  • Royal Mail’s next day service successfully delivers 95% of all orders within a day, but sometimes it may take a little longer.
  • You’ll receive email/SMS notifications from Royal Mail (if you’ve signed up to receive them) with updates on your order. Royal Mail will let you know your parcel is out for delivery on the morning that it’ll arrive:
    • If they can’t deliver, they’ll send you an email/SMS 'something for you card', as well as putting one through your letterbox;
    • If they’ve delivered to a neighbour, they’ll tell you the name and house number;
    • Or, they’ll let you know if they’ve delivered to your Safeplace (if you’ve given one to Royal Mail).
  • Sundays and Bank Holidays are excluded in delivery and despatch days.
  • Please note, while nearly all our parcels are delivered on time, it’s not a guaranteed service and you don’t need to sign for your order.
  • For some postcodes, our next day delivery service can take longer than 1 working day to arrive: AB, BT, DD9,10,11, DG5-9, FK17-21, GY, HS, IM, IV, JE, KW, KA27-30 KY10, 14-16, PA20-38, 41-49, 60-78, 80, PH5-9,11-13,15-26, 30-50, Isle of Man (PO30 – 41) TD5, 15, Isle of Scilly (TR21-25), ZE

Click & Collect

  • FREE and delivered to a store of your choice.
  • Order before 9pm to collect in-store within 3-5 working days.
  • We'll email you when your order is ready for collection.
  • To collect your order from your local store, you'll need to bring your order confirmation and identification in the name of the person the order is addressed to. This can be:
    • Credit/debit card
    • Driving license
    • Valid passport
    • Cheque book
    • Bank/building society book
    • Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)
  • Click & Collect is not available for: Belfast, Blanchardstown, Cork, Dublin Henry St, Jersey, Wardour St, and Whyteleafe.
  • Click here for more information on our Click & Collect service.

Post Office® Local Collect - £3.99

  • Delivered to a Royal Mail post office of your choice, to be selected at checkout.
  • Orders placed before 6pm will be delivered within 3-5 working days.
  • You’ll receive email/SMS* notifications from Royal Mail (*if you’ve signed up to receive them) with updates on your order. Royal Mail will let you know when your order is ready to collect.
  • To collect your order, please take your order tracking number with you to the post office and identification in the name of the person the order is addressed to. This can be:
    • Credit/debit card
    • Driving licence
    • Valid passport
    • Cheque book
    • Bank/building society book
    • Photo Identity Card (Foreign National, Military, Police Warrant, Royal Mail Employee)
  • Click here for more information about Post Office® Local Collect

International Delivery Costs and Options

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.

Returns, Refunds & Exchanges

Any items purchased from Tuesday 8th November 2022 can be returned up until Tuesday 31st January 2023

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:

  • All sex toys, where the packaging/box has been opened or the security seal removed or broken, unless the item has been returned to us and on inspection is found to be damaged or faulty and is still within warranty;
  • Lingerie, which has been worn, or where the hygiene seal, tags or labels have been damaged or removed;
  • Hosiery, which has been worn or where the seal is broken;
  • Items purchased as part of a set, but which have been returned separately or as an incomplete set;
  • Face coverings, due to hygiene reasons.

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

Returns are FREE

We have two options for returning your item(s) to us, both of which are completely FREE.

1. Returning items by post

Returning your items to us for a refund or an exchange is free:​

  1. Complete the Returns Form you received with your order and choose a reason for your return. If you no longer have your returns form, get a new one here.
  2. Package up your items (labels, tags and seals intact) with the returns form in the bag or box your order came in, or a suitable alternative.
  3. Download a Royal Mail prepaid returns label here using the address below:
    Returns​
    AS Ltd
    Gold Group House
    Godstone Road
    Whyteleafe​
    CR3 OGG
  4. Print the label at home, or scan the QR code at the Post Office who'll print it for you.
  5. Drop your parcel off at your local post office or arrange a collection. Don't forget to ask for proof of postage, just in case your return goes missing on its way back to us.​

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.

Ann Summers Sisterhood Returns

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).​

Direct Supplier Returns

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:

  • If you’ve purchased Ann Summers products from Boots.com, you can find information on how to return your items for a refund HERE.
  • If you’ve purchased Ann Summers products from Very.co.uk you can find information on how to return your items for a refund HERE.
  • If you’ve purchased Ann Summers products through Littlewoods.com, you can find information on how to return your items for a refund HERE.

International Returns

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

Refunds

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.

Exchanges

You have two options for exchanging item(s), both of which are completely FREE.

1. Returning items by post

Returning your items to us for a refund or an exchange is free:​

  1. Complete the Returns Form you received with your order and choose a reason for your return. If you no longer have your returns form, get a new one here.
  2. Package up your items (labels, tags and seals intact) with the returns form in the bag or box your order came in, or a suitable alternative.
  3. Download a Royal Mail prepaid returns label here using the address below:
    Returns​
    AS Ltd
    Gold Group House
    Godstone Road
    Whyteleafe​
    CR3 OGG
  4. Print the label at home, or scan the QR code at the Post Office who'll print it for you.
  5. Drop your parcel off at your local post office or arrange a collection. Don't forget to ask for proof of postage, just in case your return goes missing on its way back to us.​

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.

Discreet Delivery

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

I've got more questions...

For more information please see our customer help pages.