Need Help?

Purchased via Ann Summers product via another website or retailer?

• You'll need to return your order or item(s) via that website, retailer or supplier - we share more about that process here, as it can be quite complex.

• You cannot return your order at an Ann Summers store.

Purchased in store?

• You can return items for a refund or exchange at your nearest Ann Summers store.
  • We do not offer exchanges online.
• If you purchased in store, we strongly encourage you complete your return in store.
  • Colleagues in store can process a refund or exchange your product(s) then and there, as long as it complies with our Returns + Exchanges policy.
• Due to the nature of our products, there are quite a few restrictions to returns, so do consider reviewing that before heading to store for a return, to avoid disappointment.
• Make sure to bring your original payment card and proof of purchase which is your receipt. If you cannot produce one or other at the time of refund, we will be limited in what and how we can refund you.
• If you’ve paid using Clearpay, Klarna or PayPal, we can only offer you a like-for-like exchange (i.e. alternative size or colour). If you’d prefer a refund, you’ll need to send your items back to our warehouse.

Purchased online?

Please start by creating your return through our Returns Portal.

Due to the nature of our products, there are quite a few restrictions to returns, so do consider reviewing our Returns + Exchanges policy before starting your return, to avoid disappointment.

UK:

• Use our Returns Portal for all orders that were delivered to the UK. 
• You'll need your order number, and email address.
• You can find these on your Order Confirmation or Your Order is on its Way email (or on your account).
• Once you have entered your details, we'll show you the return services which are available for your order and location.
• You'll be able to track your return here, once you've handed it to the courier.
• If you'd prefer, you can return your order at any Ann Summers store in the UK.

What are my return options for UK online orders?

The Returns Portal will show the carrier options available for your order and location. You can compare the main UK return options below.

Important: All returns must be created through our Returns Portal. The carrier links below are provided for information and guidance only and cannot be used to create an Ann Summers return.

What are my return options for Republic of Ireland (ROI) orders?

• Use our Returns Portal (drop2shop) for all orders that were delivered to the Republic of Ireland (ROI).
• You'll need your order number and email address.
• You can find these on your Order Confirmation or Your Order Is On Its Way email (or on your account).
• If you'd prefer you can return your order at any Ann Summers store in the ROI.

What are my return options for an address outside of the UK or Republic of Ireland (ROI)?

• Use our Returns Portal (Global-e) for all orders that were delivered outside of the UK and Republic of Ireland (ROI),
• You'll need your order number and email address.
• You can find these on your Order Confirmation.
• You cannot return your order at an Ann Summers store.

Need extra help with your return?

Most returns can be completed quickly using our returns portal, where you’ll be shown the delivery and collection options available for your order and location. If you’re unable to complete your return using the standard process, or need additional support with accessibility or another specific need, please contact our Customer Services team before starting your return. We’ll review what support may be available and do our best to help. 

Can I return items from multiple orders in one package?

• To help everything run smoothly, you’ll need to keep each order in its own package.
• Please start a separate return for each order.
• Package the items from each order individually so our team can match everything quickly and correctly.
• You’re welcome to hand over all your return parcels in one go, whether that’s to the courier if they're picking up from an address, or you're heading to a ParcelShop or a Locker.
• Keeping orders separate gives you clearer tracking information and helps our returns team process your refund without added delay.
• Returning items this way reduces the chance of mix‑ups and ensures your refund is completed as quickly as possible.

Can I add more items to a return?

• You can return more items, but each set of items will need its own return request.
• Simply go back to the returns portal and raise a new return for the additional items.
• Once that’s done, you can package that return separately so everything is processed correctly and without delay.
• Creating a fresh return request helps make sure your refund is linked to the right order and avoids any mix‑ups along the way.

Timeline of what to expect when sending your return back

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 appreciate 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.