Need Help?

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 a 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've made returning your unwanted items easier than ever before, thanks to our new courier EvRi.

Returning your items to us for a refund or exchange 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.
• Tell us which items your returning and select your preferred EvRi returns service (Collection, ParcelShop or Locker Drop off).
• Complete the returns form on the back of your original invoice. If you don’t have your original invoice, you can get a new returns form here.
• If you do not send your return back with a returns form, we will be unable to identify your return which may mean that we cannot process your refund.
• Package up your items, along with your returns form.
• Drop off your item at your chosen Locker/Parcelshop, or await your courier collection.
• EvRi will email you a confirmation and a copy of your return label.
• Make a note of the tracking number in your returns confirmation, incase we need locate your return at any point.

What Happens Next?

• 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 EvRi contact centre EvRi Contact.

• If you need additional support please contact our Customer services team here.
• 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 here.

Returning your items an Ann Summers store

• You can return in-store and online purchases back to one of our Ann Summers stores for a refund or exchange. You can find your nearest Ann Summers store here.
• Make sure to bring your original payment card and a proof of purchase, this can be your order confirmation email or delivery note.
• If you’ve paid online using Clearpay, Klarna or PayPal, we can only offer you a like-for-like exchange (alternative colour or size). The same applies if you purchased through one of our Ambassador’s websites. If you’d prefer a refund, you’ll need to send your items back to our warehouse.