COVID-19 is having an effect all around the world, and due to measures put in place to safeguard our teams there will be some delays and suspensions to our delivery services.
Our standard delivery is now back to its normal (pre Covid) speed of 3-5 working days. The safety of our team remains our top priority during this time, so if there are any changes we will keep you updated.
We are currently not shipping to:
Albania, Antigua, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bosnia-Hertz, Botswana, Brunei, Cambodia, Cape Verde, Chad, Chile, Colombia, Costa Rica, Djibouti, Dominican Rep., Ecuador, Fiji, French Polynesia, Gambia, Grand Cayman, Grenada, Guatemala, Haiti, Honduras, Indonesia, Ivory Coast, Jamaica, Kazakhstan, Kiribati , Liberia, Malawi, Mauritania, Mauritius, Mexico, Moldova, Mongolia, Montenegro, Mozambique, Myanmar, Nepal, New Caledonia, Nicaragua, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Reunion, Saint Kitts and Nevis, Saint Lucia, Samoa, Seychelles, Sierra Leone, Sri Lanka , Suriname, Swaziland, Tonga, Trinidad, Turkmenistan, Turks & Caicos, Uganda, Uruguay, Uzbekistan, Vanuatu, Vietnam. Zambia,
We are currently experiencing delays to:
Algeria, Angola, Australia, Austria, Bahrain, Bangladesh, Belarus, Brazil, Bulgaria, Burkina Faso, Burundi, Cameroon, Canada , China, Congo, Czech Republic, Dem Rep of Congo, Denmark, Egypt, El Salvador, Equatorial Guinea, Estonia, Ethiopia, Finland, France , Gabon, Georgia, Germany, Ghana, Gibraltar , Greece, Hong Kong , Hungary, Iceland, India , Iraq, Ireland, Israel, Italy, Japan, Jordan, Kenya, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madagascar, Malaysia, Maldives, Mali, Morocco, Namibia, Netherlands, New Zealand, Nigeria, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, Russia *PUDO*, Russia *To Door*, Rwanda, Saudi Arabia, Senegal, Serbia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Tunisia, Turkey, Ukraine, USA, Zimbabwe.
No Delays to:
American Samoa, Belgium, Bhutan, Croatia, Cyprus, East Timor, Eritrea, Guernsey, Jersey, Laos, Lesotho, Macau, Malta, Micronesia (Federated States of), Slovakia, Slovenia, UAE.
We are in constant contact with our delivery partners and will regularly update this guidance.
Click & Collect is currently unavailable.
Delivery & Returns
Honey, we get it! You've spotted your fav buy and you want it now. Well, at Ann Summers, we do everything possible to make sure we get it delivered to you discreetly and on time... and you're totally satisfied, time and time again.
Delivery Options To Suit You
At checkout you can choose how you’d like to receive your order. We work with Royal Mail to deliver your parcels.
All emails about your delivery will say 'AS Ltd' in the subject line and not 'Ann Summers'.
Delivery costs and options - United Kingdom
| Service | Delivered | Cost | |
Standard Delivery |
Up to 3-5 Working Days | £3.50 | Order before 6pm; FREE if you spend over
£35
|
Click & Collect is currently unavailable. |
|||
| Next Day Delivery | Next Working Day | £5.95 | Order before 6pm FREE if you spend over
£60
|
Standard Delivery - £3.50
- Orders placed before 9pm will be delivered up to 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 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.
Click & Collect - Free
Click & Collect is currently unavailable.
Next Day Delivery - £5.95
- Order before 6pm for delivery the next working day.
- 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).
- Delivery excludes Sundays and Bank Holidays.
- 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
Saturday Delivery - £5.95
Saturday Delivery is currently unavailable.
International Delivery costs and options
International Standard Tracked
| Country | Delivered | Cost |
| Republic of Ireland | 5-7 working days | £5.99 |
| USA & Eurozone A | 5-15 working days | £7.99 |
| Australia, Canada, Hong Kong, New Zealand and Eurozone B | 5-15 working days | £10.99 |
| Rest of the World | 5-15 working days | £14.99 |
| Track your P2P delivery here. Please note, working days exclude weekends and UK Bank Holidays. | ||
International Express Tracked
| Country | Delivered | Cost |
| Republic of Ireland | 4-5 working days | £13.99 |
| USA & Eurozone A | 4-7 working days | £14.99 |
| Australia, Canada, Hong Kong, New Zealand and Eurozone B | 4-7 working days | £14.99 |
| Rest of the World | 4-7 working days | £19.99 |
| Track your FedEx delivery here. Please note, working days exclude weekends and UK Bank Holidays. | ||
Eurozone definitions:
Eurozone A countries: Austria, Croatia, Belgium, Czech Republic, France, Germany, Italy, The Netherlands, Poland, Portugal, Spain.
Eurozone B countries: Bulgaria, Denmark, Sweden, Estonia, Hungary, Latvia, Lithuania, Slovenia, Switzerland.
Returns, Refunds & Exchanges
If you’re not happy with something you purchase from us, for any reason, then you can return it to us using our free returns service and we’ll be happy to exchange your item(s) or refund it for you. Items must be unworn, unwashed and in their original condition with all tags intact for lingerie and all seals intact for toys and accessories.
There are a few things we can’t exchange or refund, these are;
- All sex toys, where the packaging/ box has been opened, unless the item(s) are considered damaged or faulty
- Lingerie, which has been used or where the hygiene seal, tags or labels have been removed
- Hosiery which has been used and where the seal is broken
If you have 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 postOur free returns policy means you can return unwanted items from anywhere in the UK, for a refund using our FREEPOST address, within 28 days of receiving your item(s).
Please return your item(s) using the following FREEPOST address, or the label provided in your parcel on your delivery note.
Click HERE to download a returns form
Returns
Gold Group House
FREEPOST CN3021
Whyteleafe
CR3 OGG
In order for us to process your return, please include your delivery note or include a note with your full name, address, and order number which can be found on your Order Confirmation email.
We advise you to obtain a proof of postage when returning a package to us.
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.
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 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 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 your proof of purchase, such as a receipt or delivery note, with you and your original payment method, in order for us to process your return. Please note, we cannot accept bank statements or online banking screenshots as proof of purchase.
Unfortunately we’re unable to process a return for any item(s) purchased using PayPal or Amazon Pay in-store, however we will be able to offer an exchange. If you do require a refund via PayPal or Amazon Pay please send your item(s) using the FREEPOST address provided above.
Any returns will be at the discretion of the store manager.
Ann Summers Party Returns
To return an item you have purchased through one of our Ambassadors, you'll find her details on the top of your delivery note and your Ambassador will either exchange you item(s) or refund you directly.
Our free returns policy means you can return unwanted items from anywhere in the UK, for a refund using our FREEPOST address, within 28 days of receiving your item(s).
Alternatively you are able to exchange an item at any Ann Summers Store across the UK. Just take along your order form as proof of purchase.
International Returns
For details on international returns, please see our International Returns Policy.
Refunds
It may take up to 5 working days to receive your refund if you’ve returned your item(s) to one of our stores.
If returning your item(s) using our FREEPOST address, we’ll aim to refund you as quickly as possible. It may take us up to 10 working days from receiving your item(s) to process your refund, and slighter longer during busier times. We’ll email you as soon as we’ve processed your return.
If you’ve not received your refund after 15 working days, please contact a member of our Customer Services team on 0333 440 6969 who will be able to help. We’re open Monday to Friday, 8am to 8pm, Saturday 9am to 6pm and Sunday 9.30am to 6pm.
Exchanges
We have two options for exchanging item(s), both of which are completely FREE.
1. Returning items by post
You can exchange any item(s) using the FREEPOST address below, or the label provided in your parcel on your delivery note.
Click HERE to download a returns form
Returns
Gold Group House
FREEPOST CN3021
Whyteleafe
CR3 OGG
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) to any of our stores – to locate your nearest Ann Summers store please click here.
Please remember to bring your proof of purchase, such as a receipt or delivery note, to exchange your item(s), which must be in a saleable condition and within 28 days of purchase. If you’re unable to provide proof of purchase, we can only offer you an exchange to the current selling value of the product.
Unfortunately we’re unable to process a return for any item(s) purchased using PayPal or Amazon Payin-store, however we will be able to offer an exchange. If you do require a refund via PayPal or Amazon Pay please send your item(s) using the FREEPOST address provided 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.
I've got more questions...
For more information please see our customer help pages.
