If your order didn’t complete but you can see a charge, please don’t worry - this is usually temporary and will resolve automatically.
What Has Happened?
- If an order fails at checkout, your bank may still place a temporary hold (pending charge) on the funds.
- This means the payment has not been fully taken by Ann Summers, even though it may appear on your account.
What Happens Next
- The pending charge will usually automatically drop off your account.
- This is handled by your bank or card provider, not by Ann Summers.
- In most cases, the funds will be released back to you within:
- 3–5 working days, or
- Up to 10 working days, depending on your bank.
How to Check If Your Order Was Successful
- Check for an order confirmation email.
- If you haven’t received one, it’s likely the order did not go through.
- You can also check your order history if you were logged into your account.
Can You Place the Order Again?
- Yes - if the order failed, you can safely place the order again.
- We recommend checking:
- Payment details (including that you have enough funds on the payment method to cover the cost of the order).
- Billing address.
- That all fields are completed correctly.
When to Contact Us
Please contact our Customer Services team if:
- The charge is still showing after 10 working days.
- You’re unsure whether your order was placed successfully.
- You need help placing your order again.
We’ll be happy to check this for you and guide you through the next steps.
Helpful Tip
- Pending charges can look like completed payments, but they are temporary holds.
- Your bank will always be able to confirm the status if you’re unsure.