AnnSummers.com – Returns and Exchanges Policy

This Policy applies:

  • when you have purchased products from an Ann Summers Store or online at annsummers.com;
  • when the items are being returned from the UK, the Isle of Man or the Channel Islands; and
  • whether you are returning an item having cancelled your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the Regulations), under our goodwill guarantee, or because there was something wrong with your product.

This Policy does not apply:

  • If you want to return Ann Summers products that you have purchased through another retailer or online marketplace - you need to check with your retailer whether items should be returned to us or to the seller. Click here for further guidance.

International Returns

  • If you are returning an item that was shipped to anywhere other than the UK, the Isle of Man or the Channel Islands, Global-e’s Returns Policy, which is available here, will apply, except to the extent that Global-e’s Returns Policy states that it is varied or supplemented by this Policy (referred to as the ‘Brand’s Policy’).
  • If you are returning an item from the Republic of Ireland click here for practical returns guidance.
  • If you are returning an item from any country other than the UK or the Republic of Ireland click here to start the returns process.

1. We offer free returns

If you change your mind about something you purchase from us or if there is something wrong with your product, you can return it to us for free, subject to the timeframes set out in section 9, below.

Details of what can be returned are shown in our returns table in section 3 (below)

2. Changing your mind under your legal right to cancel

If you have changed your mind and cancelled your order under the Regulations, we will accept your return provided that, where the product is sealed for health protection or hygiene purposes, you have not removed or damaged the seal, although the amount of the refund you receive from us may be reduced if the items have been handled excessively. See our Product Purchase Terms for more information.

3. Changing your mind under our Goodwill Guarantee

In addition to your legal right to cancel your order under the Regulations (see Product Purchase Terms for more information), we will give you 28 days to change your mind about product you have purchased (from the date of purchase), provided that it must be returned to us in a re-saleable condition.

Due to the intimate nature of many of our products, and the way in which our products are packaged and sealed, we have provided additional guidance on when we consider a product to be in a re-saleable condition:

  • ✅ - can return for refund
  • ❌ - cannot return for refund
  • ➖ - not relevant to category

PRODUCT

Product Category

Example Products

Lingerie, clothing and apparel (packaged in a box)

Leggings, bodysuits, bodies, boxed erotic, roleplay outfits, dresses, jumpsuits, multi-pack knickers

"Lingerie, clothing and apparel (not packaged in a box)"

Bras, knickers, waspies, suspenders, camis, robes, pyjamas, fancy dress

Hosiery

Hold Ups, Stockings, Suspenders, Crotchless Tights, Tights

Toys (all)

Vibrators, Dildos, Rabbits, Anal Toys, Clit Stims, Clit Suction, Butt Plugs, Eggs, Pebbles, Cock Rings, Wands, Strap-ons, Panty Vibes

"Accessories (packaged in a box)"

Cuffs, restraints floggers, headbands, harnesses, collars, leads, paddles, blindfolds, hats, gloves, nipple covers, bondage sets

"Accessories (not packaged in a box)"

Cuffs, restraints floggers, headbands, harnesses, collars, leads, paddles, blindfolds, hats, gloves, pinwheels, nipple covers, bondage sets

"Oils, Lotions and Lubricants (packaged in a box)"

Massage oils, massage candles, flavoured lubricants, rubs

"Oils, Lotions and Lubricants (not packaged in a box)"

Massage oils, massage lotions, bondage candles, massage candles, flavoured lubricants, rubs

Perfume

Eau de Parfum, Purse Spray, discovery sets

Condoms

Durex, Skins

Edible items

Chocolates, sweets, pasta, lollies, candy knickers/bra

"Games (packaged in a box)"

Games, cards, dice

EXTERNAL PACKAGING

INTERNAL PACKAGING

HYGIENE SEALS

SECURITY SEALS

TAGS

LABELS

USE

External packaging not opened

External packaging not damaged

Internal packaging not opened

Internal packaging not damaged

Hygiene Seals untampered with or not removed

Security Seals untampered with or not removed

Tags not removed

Labels not removed

Tried for fit

Product worn/used

Product washed

Product Damaged
➖ ✅ ✅ ✅ ➖ ➖ ✅ ✅ ✅ ❌ ❌ ❌
➖ ➖ ➖ ➖ ✅ ✅ ✅ ✅ ✅ ❌ ❌ ❌
➖ ✅ ✅ ✅ ➖ ➖ ❌ ❌ ❌ ❌ ❌ ❌
✅ ✅ ➖ ➖ ✅ ✅ ❌ ✅ ❌ ❌ ❌ ❌
✅ ✅ ➖ ➖ ➖ ✅ ✅ ✅ ❌ ❌ ❌ ❌
➖ ➖ ➖ ➖ ➖ ➖ ✅ ✅ ❌ ❌ ❌ ❌
✅ ✅ ➖ ➖ ➖ ➖ ➖ ➖ ➖ ❌ ❌ ❌
➖ ➖ ➖ ➖ ➖ ➖ ➖ ➖ ➖ ❌ ❌ ❌
✅ ✅ ➖ ➖ ✅ ✅ ➖ ➖ ➖ ❌ ➖ ❌
❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌
✅ ✅ ✅ ✅ ➖ ➖ ➖ ➖ ❌ ❌ ➖ ❌
✅ ✅ ✅ ✅ ✅ ✅ ➖ ➖ ➖ ➖ ➖ ❌

4. You can return items to us in one of two easy ways:

If you try to return items to us in any other way (for example, sending them by post to any store or our head office) we will not be able to process your return and may dispose of it without providing a refund if we are unable to allocate and process it.

Free returns using our Courier

We provide you with free returns using our selected couriers. Simply follow the instructions below:

  • Enter your details into our Returns Portal.
  • Our courier will email you confirmation along with a link to your return label and a QR code.
  • Package your items securely and drop them off at your chosen Locker or Parcelshop, or await your courier collection.
  • You will receive an email once we have processed your return, to confirm that your refund is being processed.
Remember:
  • Make a note of the tracking number as detailed in your Evri returns confirmation, in case we need to locate your return at any point.
  • If you have not received an email after 10 days of the Evri tracking update, then please contact Customer Services.
  • You can track your return using this link: Evri Parcel Tracking.
If you have any problems registering a return using the returns portal or need any additional support at any point during the returns process, please contact Customer Services Team who’ll be able to assist you.

Refunds on items returned via our courier will be paid in accordance with our Product Purchase Terms. We aim to pay the refund to you within 14 days of receiving your return (or receiving evidence that you've sent it to us), however this can sometimes take longer during busy periods, or where payment to you is delayed or prevented by your bank.

6. In-Store Returns and Exchanges

We do not currently offer an online exchange service for purchases made online due to the changing nature of our stock levels. However, you can return items you have purchased online to an Ann Summers store for a refund or an exchange, as set out below.

  • If you want to exchange items which have been purchased online in the UK, then you can take them to a UK store for an exchange.
  • If your order has been purchased from a store in the UK, it must be returned to a store in the UK.
  • If your order has been purchased from a store in the Republic of Ireland, it must be returned to a store in the Republic of Ireland.
  • If you have purchased items online to be shipped to the Republic of Ireland, you cannot return them to or exchange them in store.
  • You cannot exchange International orders.
Provided you can produce your original payment card and order confirmation email, our store staff will be able to:
  • refund you the price you paid, onto the original payment card; or
  • exchange your returned items for any other items available in the relevant store. The value of the exchange will be based on the price you paid for the item you are returning (as stated in your order confirmation email or receipt). If the retail price of the items you wish to exchange your returned items for is lower than the price you paid for the returned items, we will provide you with a refund of the balance, onto your original payment card.
If you can’t produce the original payment card we will either:
  • offer a refund by way of a refund card. The amount of the refund will be based on the price you paid for the item you are returning (as stated in your order confirmation email or receipt); or
  • offer to exchange your returned items for any other items available in the relevant store. The value of the exchange will be based on the price you paid for the item you are returning (as stated in your order confirmation email or receipt). If the retail price of the items you wish to exchange your returned items for is lower than the price you paid for the returned items, we will provide you with a refund of the balance, via a refund card.
If you can’t produce your order confirmation email (or till receipt for in-store purchases) we either:
  • offer a refund by way of a refund card. The amount of the refund will be based on the then-current selling price of the item you are returning; or
  • offer to exchange your returned items for any other items available in the relevant store. The value of the exchange will be based on the then-current selling price of the item you are returning. If the retail price of the items you wish to exchange your returned items for is lower than the then-current selling price of the returned items, we will provide you with a refund of the balance, via a refund card.
We regret that, in order to prevent fraud, if you are unable to produce the original payment card or produce your order confirmation email (or receipt) we will not be able to provide any refunds in cash or by any means other than a refund card or exchange, as set out above.

If you are issued with a refund card, our Gift and Refund Card Terms will apply.

7. In-Store Options where you have made an online purchase using an alternative payment method (Klarna, Clearpay, Paypal)

If you have made an online purchase using Klarna, Clearpay or Paypal, our store staff will only be able to offer you an exchange based on the price you paid for the item you are returning (as stated in your order confirmation email or receipt). If the retail price of the items you wish to exchange your returned items for is lower than the price you paid for the returned items, we can provide you with a refund of the balance, via a refund card.

If you are issued with a refund card, our Gift and Refund Card Terms will apply.

If you would prefer a refund to your original alternative payment method you must return your items using our free courier service. We regret that we cannot provide in-store refunds on returned items purchased using an alternative payment method, these must be returned online.

8. In-Store Options where you have made an online purchase using an alternative payment method (Google Pay or Apple Pay)

If you have made an online purchase using Google Pay or Apple Pay, you will need to provide evidence of the relevant card number in your electronic wallet. Otherwise, our store staff will only be able to offer you an exchange based on the price you paid for the item you are returning (as stated in your order confirmation email or receipt). If the retail price of the items you wish to exchange your returned items for is lower than the price you paid for the returned items, we can provide you with a refund of the balance, via a refund card.

If you are issued with a refund card, our Gift and Refund Card Terms will apply.

If you would prefer a refund to your original alternative payment method you must return your items using our free returns courier service.

9. Timeframes

It can take up to 20 working days from the time you send back your parcel to receiving your refund in your account. We often provide refunds much sooner than this, however:

  • When you return items to us it may take up to 5 working days from the date of drop-off or collection to reach our warehouse.
  • We will then process your return, which may take up to a further 10 working days. We will send you a confirmation email when the return has been processed.
  • A refund will then be issued, which may take up to a further 5 working days depending on your bank.
Delays in your refund can depend on;
  • The amount of time it takes the courier to return the items to our warehouse.
  • Whether the return is disputed (e.g. if it doesn’t meet our returns policy).
  • It has been sent to an incorrect location (i.e. not to our warehouse).
  • Peak season volumes (e.g. we have a backlog of returns during peak season, which is from mid-October to the end of February).

Your return is sent to our warehouse

Takes up to
5 working days

We process your return

Takes up to
10 working days

You receive a confirmation email

Your refund is processed

Takes up to
5 working days

Your returned items must be received by us (for a refund or exchange) within the following timeframes:

  • For order cancellations: within 14 days of the date you notified Customer Services of your wish to cancel.
  • Under our goodwill guarantee: within 28 days of purchase.
  • For faulty products: within their warranty period for toys or a reasonable period, for everything else. The warranty period starts from the date you receive your product.

10. When we might reject your Return

We may reject your return if:

  • The items you have returned are not in a in a condition that is suitable for resale;
  • The items you return are not received within the relevant timeframe (for example outside of the warranty or goodwill period).
  • You have not returned items in person to store or using our free courier service;
  • You have not securely packaged your returned items and they have been damaged in transit; or
  • We do not have proof that the items you are returning were purchased from us.
If we reject your return, we will usually send your items back to you with a note explaining why the return was rejected.

We might dispose of your rejected returned goods if they have been used and it is unhygienic to handle or return the goods to you.