When will I get a refund? – Ann Summers

Returned For a Refund In Store?

This refund will turn up on your original payment method within the next 5 working days. It’s likely it’ll be there sooner, but we sometimes find it takes a few days to land because:
- The payment provider has to run their process to get the funds back to you.
- They may have a query on your account that holds things up.
- If you raised a dispute or chargeback on the payment, then they’ll need to manually intervene.

Refunds on Orders to the UK

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 arriving can depend on:

If it has not been sent by our free courier service (e.g mailed to us via another courier or without registering it on the returns portal).
If it has been sent to an incorrect location (i.e. not to our warehouse).
How long it takes the courier to return the items to our warehouse.
If the return is disputed (e.g. if it doesn’t meet our returns policy, we may reject it and return it to you).
Peak season volumes (during October-February, it can take a little longer for the team to process your return).
If your payment provider has placed a dispute on your account (e.g. chargeback).

We appreceiate this can be a frustrating amount of time to wait for funds to be returned to you and are actively working on ways to improve the turnaround time.

If any of these timelines are missed, then contact our Customer Services team and we’ll work with you to get things back on track.

Three‑step returns timeline showing: first, a pink box with an icon of a delivery van and the text ‘Our courier returns your order to our warehouse – up to 5 working days’; second, a pink box with a circular arrow icon and the text ‘Our returns team processes the return and emails you to confirm – up to 10 working days’; third, a pink box with a refund icon and the text ‘We send funds to your payment provider who refunds your account – up to 5 working days’. The steps are linked vertically with downward arrows

Refunds on Orders to the Republic of Ireland (ROI)

5 working days for the parcel to travel from Dublin to our UK warehouse.
10 working days for us to process your return once it reaches the warehouse.
The first update you’ll receive from us will be your refund confirmation email, up to 15 working days after your parcel arrives in Dublin.
Your refund may take an additional 5 working days to appear on your original payment method.

Refunds are processed by Global‑e, our international payments partner.

If any of these timelines are missed, then contact our Customer Services team and we’ll work with you to get things back on track.

Refunds on Orders to an Address Outside of the UK or Republic of Ireland (ROI)?

For returned items, it can take up to 21 working days for the funds to credit back to your original payment method as the below steps need to be followed:

Shipping time to arrive back to our warehouse.
Processing and inspection for refund approval.
Authorization to finance department to issue refund.
It can take up to 5 working days for the funds to credit back to your payment method once our finance department process the refund.

Should your refund not be processed within the 21 working days, please contact Global-e's Customer Services team and they'll work with you to get things resolved.

Unidentifed returns

If we are unable to identify your return, this may mean that we cannot process your refund or it may cause a significant delay while we attempt to link your return package to your original order.
If you need assistance, please contact our Customer Services team.

Haven’t Collected Your Click & Collect Order?

If your Click & Collect order hasn’t been collected within two weeks of arriving in store:

We’ll automatically refund your order to your original payment method.
This process can take up to 10 days to appear in your account - the order needs to be sent back to our warehouse, processed by the returns team and the refund issued.

If you paid with a gift card

Your refund will return to the same gift card used at checkout.

If you can’t collect or need more time

Just let us know by contacting our Customer Services team.
We can either hold your parcel for longer or begin the refund process sooner, depending on what works best for you.

Refunds When You Paid With a Gift Card

If you used a gift card to pay for your order:

Your refund will always go back to the original gift card.
This is automatic, and there’s nothing extra you need to do.

If the original gift card has been misplaced, our Customer Services team can help as long as the card was registered.

Refunds for Clearpay, Klarna, PayPal, Google Pay or Apple Pay

If you paid using one of these alternative payment methods, the time it takes to receive your refund can vary.

Please check the refund guidelines for your specific provider.
Once we issue your refund, your payment provider will process it according to their own timeframes.