INTERNATIONAL RETURNS POLICY

How do I return an item/s?
You can return products within 30 days of receipt for a full refund. Please note that all items returned must be in their original unopened packaging with all labels and tags still attached. Due to hygiene and security reasons, certain items can't be returned unless faulty, unfit for purpose, not as described or of an unsatisfactory quality. The following items are non returnable unless in their original packaging and unused:

  • Books
  • Condoms
  • Lubricants
  • Massage oils
  • Goods that by reason of their nature can't be returned - (Items such as underwear, where the 'hygiene patch' has been removed, or cosmetics where the seal has been broken).

Please follow the instructions below for your return to be processed:

  1. Repack the item in its original packaging or suitable alternative.
  2. Complete the delivery note that was sent with your order by indicating the item you are returning on the front of the delivery note with the appropriate reason code. Reason codes are located on the back of the delivery note. Please include your original customs document if you received one. If you have mislaid your delivery note please contact us.
  3. The returns address is Gold Group House, Godstone Road, Whyteleafe, Surrey, CR3 0GG, United Kingdom.
  4. Return your order via your local postal service. Please note that unfortunately we are unable to offer a free returns service to our overseas customers. You will need to return your item/s at your own cost.

How long does it take to process the return?
We aim to refund you as quickly as possible, but it may take up to 10 working days from receipt of the return at our UK Head Office for the refund to reach your account.

Do you refund the delivery charge?
Yes in certain circumstances such as the item is found to be faulty, incorrect or not as described and is returned within 30 days.

I've lost my delivery note.
If you have lost your delivery note please contact us

How do I return a faulty product?
We are sorry your product has proved faulty and would like to resolve the problem quickly for you. If you are returning a faulty product bought online please contact us

Further queries
If you have any further queries regarding our returns policy, please contact us. Our Customer Services opening hours are Mon-Fri 8am – 8pm (UK Time) (Excluding weekends and Bank Holidays). We aim to respond to all queries within 48 hours (2 Working Days), however most queries will be responded to quicker than this.

Annsummers.com
If you have any further queries regarding our returns policy or have questions regarding a faulty product, please contact us Orders from Ann Summers Website. Our Customer Service opening hours are Mon-Fri 8am - 8pm (UK Time). Excluding weekends and Bank Holidays. We aim to respond to all queries within 48 hours (2 Working Days), however most queries will be responded to quicker than this.

Ebay
If you have any further queries regarding our returns policy or have questions regarding a faulty product, please contact us Orders from Ann Summers eBay store. Our Customer Service opening hours are Mon-Fri 7am - 4:00pm (UK Time) . Excluding weekends and Bank Holidays. We aim to respond to all queries within 48 hours (2 Working Days), however most queries will be responded to quicker than this.

Amazon
If you have any further queries regarding our returns policy or have questions regarding a faulty product, please contact us Orders from Ann Summers Amazon store. Our Customer Service opening hours are Mon-Fri 7am - 4:00pm (UK Time) . Excluding weekends and Bank Holidays. We aim to respond to all queries within 48 hours (2 Working Days), however most queries will be responded to quicker than this.