If you've purchased Ann Summers items through a concession on another website, please refer to the information here.
If you'd like to return something you've purchased from us, you can return it to us within 28 days of receipt. Please ensure you check our full returns policy before returning anything to us.
We have 2 return methods available to you:
- Returns with EVRi (Collection, ParcelShop or Locker)
- In-store returns
Returning your items with EVRi - Collection, ParcelShop or Locker
We have made returning your unwanted items easier than ever before, thanks to our courier EVRi.
Returning your items to us for a refund is FREE with EVRi. You can book a home collection or drop your parcel off at your local EVRi ParcelShop or Locker. Simply follow the instructions below:
- Visit our Returns Portal & enter your order details.
- Package up your items and drop them off at your chosen Locker/ParcelShop or await your courier collection.
- EVRi will email you confirmation along with a link to your return label and a QR code.
- Make a note of the tracking number as detailed in your EVRi returns confirmation, in case we need to locate your return at any point.
- If you don’t have your original order confirmation email, you can get a new returns form here.
- If you’re experiencing problems generating a return using the returns portal, please contact Customer Services Team who’ll be able to assist you
- Returns sent using EVRi can take up to 5 working days to arrive in our warehouse from the date of collection or drop off at ParcelShops or lockers.
- Track your return use this link; EVRi Parcel Tracking.
- If the tracking status does NOT show "C2B returned to client" (example below) AND it has been 5 days since you sent the parcel, please raise a query with EVRi using the web form on the tracking portal or using the EVRi Contact Centre.
- If you need additional support please contact our Customer Services Team.
- When the parcel has been returned to our warehouse, we normally process the return within 5 working days. However, during our busy periods this can take up to 10 working days.
- You will receive an email once we have processed your return, to confirm that your refund is being processed. If you have not received an email after 10 days of the EVRi tracking update, then please contact us here.
- You should allow a further 5 working days for the money to be returned to your original payment method after receipt of the email. If you have not received your refund after 5 days of receiving the email, then please contact us.
Returning your items an Ann Summers store
- You can also return items for a refund or exchange at your nearest Ann Summers store.
- Make sure to bring your original payment card and proof of purchase which is your order confirmation email
- If you have lost your receipt or can't locate your order confirmation email, you’ll be offered an exchange at the current selling price, as long as the items are returned in their original condition. If you can’t find an alternative item in-store, we’ll issue a refund giftcard which can be redeemed in stores only, unfortunately, they cannot be used to make online purchases.
- If you’ve paid online using Clearpay, Klarna or PayPal, we can only offer you a like-for like-exchange (alternative size or colour). The same applies if you purchased through one of our Consultant's websites. If you’d prefer a refund, you’ll need to send your items back to our warehouse.