It may take up to 10 working days for your return to be received and processed by our Returns team. Find out more here.
If you’re unable to send us your return because you’re self-isolating, as long as the return meets the terms of our Returns Policy, we will honour your late return.
Return unwanted items for an exchange within 28 days of purchase in-store or by post using a free prepaid Royal Mail returns label (downloadable here). You’ll need to return the items in their original condition, unworn or unused, and with all tags and hygiene labels in place. Find out more in our Returns Policy.
We’ll only accept an exchange returned to our warehouse for the same item you originally purchased. This means you can exchange your item in a different colour or size (if it’s available), but we’re sorry that you can’t choose a different item altogether.
If your item is damaged or faulty, please click here.
Exchanging your items by post
1. Returning items by post
Returning your items to us for a refund or an exchange is free:
- Complete the Returns Form you received with your order and choose a reason for your return. If you no longer have your returns form, get a new one here.
- Package up your items (labels, tags and seals intact) with the returns form in the bag or box your order came in, or a suitable alternative.
- Download and print a Royal Mail prepaid tracked returns label here, using the address below:
Gold Group House
If you don't have a printer at home, don't worry - you'll receive a QR code by email. All you need to do is scan this at your post office who will print the label for you.
- Drop your parcel off at your local post office or arrange a collection. Don't forget to ask for proof of postage, just in case your return goes missing on its way back to us.
- To track your return, click here.
For us to process your return as quickly as possible, make sure to include a completed Returns Form found on the back of your delivery note. If you no longer have your delivery note, download a returns form here and write or type your full name, address and order number, which can be found on your Order Confirmation email.
Exchanging your items at an Ann Summers store
You can exchange your item(s) in any of our stores – to locate your nearest Ann Summers store please click here.
Please remember to bring with you your proof of purchase (like a receipt, delivery note or screenshot of your order confirmation email), and your original payment method. We’re sorry, but we can’t accept bank statements or online banking screenshots as proof of purchase.
If you’re returning an item in store purchased online using Amazon Pay, Clearpay, Klarna, or PayPal, we’re sorry, but we can only offer you an exchange at the same value of your purchase. The same applies if you bought your items from Amazon or an Ann Summers Sisterhood Ambassador. If you’d prefer a refund, you’ll need to send your items back to our warehouse by post. To find the address, click here
Any returns will be at the discretion of the store manager.