Like many others, our business has been impacted by the Coronavirus pandemic. Our number one priority is keeping our customers and colleagues safe, while making sure we’re still delivering the best possible shopping experience. 

Are your stores open?
I’d ordered a Click and Collect delivery, will I still get my order?
Is your delivery service still operating as normal?
I’m worried about coming into contact with the delivery person. Will I need to sign for my delivery?
If I can’t return my items because I’m self-isolating, what should I do?
If I can’t return my items because I’m self-isolating, what should I do?
What about Ann Summers parties?
Can I still contact you?
What are you doing to keep your warehouse & colleagues safe?

Are your stores open?

• England
  All our stores in England will temporarily close from Thursday 5 November. We hope to reopen in line with government advice on 2 December.
• Republic of Ireland
  All our stores in the Republic of Ireland remain closed in line with government advice.
• Scotland
  All our stores in Scotland remain open, but Click & Collect is only available in our Aberdeen, Edinburgh and Dundee stores.
• Wales
  All our stores in Wales remain open, and Click & Collect is available.
• Northern Ireland
  Our Belfast store remains open.
• Channel Islands
  Our Jersey store remains open.

Read about our store safety measures here.

I’d ordered a Click and Collect delivery, will I still get my order?

If you’ve ordered something to be collected at one of our stores and you’ve not been able to pick it up before the store closed, unfortunately we’ve had to cancel your order. Don’t worry, we’ll process a refund for you straight away, which will reach you in the next 3-10 days, depending on your bank.

Is your delivery service still operating as normal?

Our standard delivery is running normally at 3-5 working days. Keep up to date on our delivery service here.

The safety of our team remains our top priority during this time. We’ll continue to work closely with Royal Mail to understand any impact on their delivery network - if this changes at any time, we’ll update you.

• Our Click & Collect service is currently only available in our Welsh stores and some Scottish stores.
• For international delivery updates, please click here.

I’m worried about coming into contact with the delivery person. Will I need to sign for my delivery?

No, our delivery service isn’t signed-for. If you’re in self-isolation or worried about coming into contact with the person delivering your order, Royal Mail have confirmed when they need to deliver any item that won’t fit through your letterbox, they’ll place your item at your door. After knocking on your door, they’ll step aside to a safe distance while you retrieve your item. For more information, go to Royal Mail’s website.

If I can’t return my items because I’m self-isolating, what should I do?

We’re making it last longer. Any items purchased from 29th October 2020 can be returned up to the 31st January 2021 for both online and store purchases.

It may take up to 10 working days for your return to be received and processed by our Returns team.

What about Ann Summers parties?

All our Party Ambassadors must party safely and within government guidelines, and will follow local and national restrictions on gatherings. They’ve all been trained on how to keep themselves and their customers safe while holding parties during the pandemic. In those areas where restrictions are most severe, our Ambassadors are still able to hold digital parties and sell via their social networks. For information on how to book a party, click here.

Can I still contact you?

From 5 November, our Customer Services team will move online and our phone lines are temporarily closed. You might find the answer you’re looking for in our FAQs, but you can still chat with us during opening hours, or send us a message. We’re busier than usual right now, so it may take us up to 4 days to reply.          

What are you doing to keep your warehouse & colleagues safe?

These are some of the safety measures we’ve put in place in our warehouse:

• Social distancing whilst picking, strictly adhering to the 2m rule.
• Only 1 person allowed per aisle in narrow aisles
• Reduced number of packing stations at least 2m apart
• Segregated shift start and finish times
• Entry and exit points at opposite sides of the building
• Each colleague is assigned a station and all stations are cleaned before and after every shift
• 1 person rule when using toilet facilities
• Protective equipment provided to include gloves and masks