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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  
Click and Collect - to a store of your choice 3-5 Working Days FREE Order before 9pm

Standard Delivery

3-5 Working Days £2.95 Order before 9pm;
FREE if you spend over
£35
Next Day Delivery Next Working Day £5.95 Order before 6pm
Saturday Delivery Saturday £5.95 Order before 2pm, Friday
Please note: Working days do not include Saturday, Sunday or UK Bank Holidays

Click & Collect - Free

  • Our Click and Collect service is FREE and offers a practical alternative to receiving your order by post.
  • Order before 9pm to collect in-store within 3-5 working days
  • We'll email you when you're order is ready for collection
  • Please Note: This service excludes a few of our stores; unfortunately you cannot Click and Collect to Belfast, Cork, Lisburn, Newry, Manchester Knickerbox or Jersey

Standard Delivery - £2.95

  • Orders placed before 9pm 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 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
  • For some postcodes, our Standard Delivery service can take longer to arrive: BT, GY, HS, IM, JE, KW, ZE2 and ZE3.

Next Day Delivery - £5.95

  • Order before 6pm for delivery the next working day.
  • 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

  • To take advantage of our Saturday delivery service, just place your order any day of the week but before 2pm on Fridays, and your order will be delivered by Royal Mail on Saturdays.
  • You’ll receive email/SMS notifications (if you’ve signed up to receive them) from Royal Mail 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).
  • 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.
  • We’re sorry but our Saturday delivery service isn’t available for the following postcodes: 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.

Delivery costs and options - International

Service Delivered Cost
International Tracked Delivery 2-3 weeks £7.95
International Express Tracked Delivery 2-3 weeks £13.99
Please note: Working days don’t include Saturdays, Sundays or UK Bank Holidays.

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 post

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).

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.

You'll receive your refund within 10 working days of us recieving your item(s). Please contact us after 15 working days if it has not reached your account.

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 in-store, however we will be able to offer an exchange. If you do require a refund via PayPal 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 in-store, however we will be able to offer an exchange. If you do require a refund via PayPal 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.

Ann Summers discreet delivery

I've got more questions...

For more information please see our customer help pages.