COVID-19 Update

Last update: Wednesday 10th February

Like many others, our business has been impacted by the Coronavirus pandemic. Our number one priority remains keeping our customers and colleagues safe. We will continue to ensure we deliver the best possible shopping experience for you, and, as we continue to adapt to the latest news, you'll find our latest updates on this page.

Is your delivery service still operating as normal?

Currently, our standard delivery is running normally at 3-5 working days and next day delivery at 1 working day. We'll continue to update you of any changes as soon as we can.

We ask you to consider only contacting Customer Services if your order is delayed by more than 2 working days after you were expecting it to arrive, or after your return was expected to reach us.

We’ll continue to work closely with Royal Mail to understand any impact on their delivery network for getting your orders safely to you as well as any returned parcels back to us.

Our Click & Collect service is temporarily suspended.

For international delivery updates and information, please click here.

Are your stores open?

England
In line with government advice, stores in England are closed, and Click & Collect is not available.

Wales
In line with government advice, our stores in Wales are closed, and Click & Collect is not available.

Republic of Ireland
In line with government advice, our stores in the Republic of Ireland are closed. Click & Collect is not available.

Scotland
In line with government advice, stores in Scotland are closed, and Click & Collect is not available.

Northern Ireland
In line with government advice, stores in Northern Ireland are closed, and Click & Collect is not available.

Channel Islands
Our Jersey store is open, however Click & Collect is not available.

Read about our store safety measures here.

I’d ordered a Click and Collect delivery, will I still get my order?

If you ordered something to be collected at one of our stores and you were unable to pick it up before the store closed, unfortunately we’ve had to cancel your order. Don’t worry, we’ll process a refund for you straight away, which will reach you in the next 3-10 days, depending on your bank.

I’m worried about coming into contact with the delivery person. Will I need to sign for my delivery?

No, our delivery service isn’t signed-for. If you’re in self-isolation or worried about coming into contact with the person delivering your order, Royal Mail have confirmed when they need to deliver any item that won’t fit through your letterbox, they’ll place your item at your door. After knocking on your door, they’ll step aside to a safe distance while you retrieve your item. For more information, go to Royal Mail’s website.

If I can’t return my items because I’m self-isolating, what should I do?

It’s not an easy time right now, and so we've extended our returns policy from 28 to 60 days for both online and store purchases until further notice. Everything else in our Returns Policy still applies.

With delays to deliveries, please be aware that it may take up to 10 working days for your return to be received and processed by our Returns team.

What about Ann Summers parties?

All our 'Party Plan' Ambassadors must party safely and within Government guidelines, and will follow local and national restrictions on gatherings. They’ve all been trained on how to keep themselves and their customers safe during the pandemic. Our Ambassadors are still able to hold digital parties and sell via their social networks. For information on how to book a party or indeed become an Ambassador - click here.

Can I still contact you?

From 5 November, our Customer Services team moved online and our phone lines are temporarily closed. You might find the answer you’re looking for in our FAQs, and of course you can still live chat with us during opening hours, or send us a message. We’re busier than usual right now, so it may take us up to 5 days to reply.

What are you doing to keep your warehouse & colleagues safe?

These are some of the safety measures we’ve put in place in our warehouse:

  • Social distancing whilst picking, strictly adhering to the 2m rule.
  • Only 1 person allowed per aisle in narrow aisles
  • Reduced number of packing stations at least 2m apart
  • Segregated shift start and finish times
  • Entry and exit points at opposite sides of the building
  • Each colleague is assigned a station and all stations are cleaned before and after every shift
  • 1 person rule when using toilet facilities
  • Protective equipment provided to include gloves and masks

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