COVID-19 FAQs

Last update: Monday 30th March

Like you, we’re keeping a close eye on the COVID-19 situation as it evolves.

We’ve had to make some tough calls, in line with Government guidelines, our stores are now closed and we are focussed on making fast improvements to our offer. Priority remains to protect our customers and teams who have adapted brilliantly to some challenges that none of us ever thought we’d face.

We take extra safety measures wherever we can by adhering to social distancing, smaller teams, regular hand washing, using masks and continuing to adhere and respond to government guidance.

So, use this space to find all COVID-19 related updates in one place, we are committed to updating this page every time anything changes.

We feel like a family now more than ever and thankyou for your support and understanding during this time.

Are you open?

For details of our store re-opening plan, please click here​.

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

If you’ve ordered something to be collected at one of our stores, 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.

Is your delivery service still operating as normal?

Our standard delivery is now back to it's 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 will continue to work closely with Royal Mail to understand any impact on their delivery network - If this changes at any time, we will update you. You can also visit our delivery services page for the latest information.

Our click and collect service isn't currently available, however orders over £35 or more still qualify for free Standard Delivery.

Please note we are no longer delivering internationally to some countries. Check out our delivery pages to find out where.

Should I be concerned about touching an order I’ve received?

Public Health England have said there’s no current evidence to suggest that the virus can be transmitted from packages.

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.

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

We’re following Public Health England (PHE) and the UK government’s direction..

We are also taking guidance from the British Retail Consortium (BRC) to ensure swift implementation of the most up to date Government advice.

Just some of our key measures are:

  • Social distancing whilst picking, strictly adhering to the 2m apart rule.
    Only 1 person allowed per aisle in narrow aisles
  • Operating across a reduced amount of packing stations to enable colleagues to pack at a least 2m apart
  • Segregated shift start and finish times so there is no possible overlap in between shifts and in corridors and by lockers
  • Entry and exit points to the warehouse are at opposite sides of the building so there is no possible overlap between different shifts
  • Assigned trolleys and stations to specific colleagues who are responsible for cleaning their station before and after their shift – this is checked at the end of each shift by the shift supervisor
  • Implemented a rule of 1 person to be using the toilet facilities at any one time
  • Provided protective equipment to include gloves and masks
  • Provided guidance on commuting to work and supporting those colleagues who use public transport to find other ways to commute to work where possible

We are constantly evolving and adding to this everyday as we receive further clarification from the Government, and will continue to ensure we not only follow the updates but go over and above the guidelines to ensure the safety and wellbeing of our team.

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

Our returns policy is 28 days for both online and store purchases.

It may take up to 14 working days for your return to be received and processed by our Returns team. Find out more here.

What about Ann Summers parties?

Now that government restrictions are easing across the UK, we're allowing Ambassadors to hold physical parties again. It is our Party Ambassadors' responsibility to party safely and within government guidelines, and our Ambassadors have all been trained on how to keep themselves and their customers safe while holding parties 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, click here.

Can I still contact you during the outbreak?

For the safety of our staff, our Customer Services team has moved online and our phone lines are temporarily closed. We’re here to help you in these difficult times so you can still get in touch with us, but you might find the answer you’re looking for in our FAQs. We’re also busier than usual, so it may take us up to 5 days to reply.

Using our social channels,           , we will still endeavour to keep you updated with all our news, as well as the latest on delivery services and it’s also here you will find updates from our community to yours – as well as advice, ‘how to’ guides and bra fitting information.

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