What if I bought Ann Summers products or items from another retailer? – Ann Summers

Where’s My Order?

All Ann Summers products ordered through other retailers are delivered by our courier, but the tracking information (where applicable) is provided via their communications (e.g. their Order Dispatch email, their My Account or Order History, their emails to you).

If your order hasn’t arrived as you expected:

Please check the tracking information.
This will have been sent to you by the retailer (either over email or via your account on their website).
- Their email may be called something like Order On Its Way or Order Dispatched.
If you have your tracking number, you can track your order here.

If the tracking information does not give you the information you needed to locate your package, or there is an issue with delivery then please reach out to the correct Customer Services team.

Depending on who you purchased our product through, that will change who you contact with a delivery issue:

Amazon - contact Amazon Customer Services via your account.
ASOS - contact ASOS Customer Services.
Boots - contact Boots Customer Services.
Debenhams Group (boohoo, Coast, Debenhams, Dorothy Perkins, Oasis, PrettyLittleThing, Wallis) - contact the respective Customer Services team for the retailer you purchased through:
- Contact boohoo Customer Services.
- Contact Coast Customer Services.
- Contact Debenhams Customer Services.
- Contact Dorothy Perkins Customer Services.
- Contact Oasis Customer Services.
- Contact PrettyLittleThing Customer Services.
- Contact Wallis Customer Services.
Freemans Grattan Holdings (Freemans, Grattan, Kaleidoscope) - contact Freemans Customer Services.
Littlewoods - contact Littlewoods Customer Services.
Superdrug - contact Ann Summers Customer Services.
Very - contact Very Customer Services.

How Do I Return My Order?

Depending on who you purchased our product through, that will change how you return the item:

Amazon: log on to your account and start the return process from their returns portal.
For all other retailers:
- Visit our Evri returns portal and generate your returns label.
- Select your preferred return method: Collection, ParcelShop, or Locker drop‑off.
- Complete the returns form on the back of your invoice.
  - If you’ve misplaced it, download a new form here.
- You must include the completed returns form inside your parcel.
  - Without this, we may not be able to identify your return.
- Package everything securely and drop it off or await your collection.
- Evri will email a confirmation and a copy of your return label.
- Make a note of your Evri tracking number in case we need help locating your return.

Timeframes to expect when returning your items to us

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

Can I Return My Order to an Ann Summers Store?

Unfortunately, no - items purchased through other retailers cannot be returned to Ann Summers stores, whether for refund or exchange.

Where You Might See Ann Summers Products

Alongside shopping directly with us, some Ann Summers products are also available through a number of trusted retail partners. You may find selected Ann Summers items available via:

Amazon
ASOS
Boots
Debenhams Group, including:
- boohoo
- Coast
- Debenhams
- Dorothy Perkins
- Oasis
- PrettyLittleThing
- Wallis
Freemans Grattan Holdings, including:
- Freemans
- Grattan
- Kaleidoscope
Littlewoods
Superdrug
Very