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 but my store has closed; 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?

Our Jersey store is open.

Sadly, as of 5 January 2021 and in line with government advice, all of our other UK stores and stores in the Republic of Ireland are temporarily closed. 

• To find out the latest on our store closures, click here.
• Click & Collect is temporarily unavailable for all stores.
• For an alternative collection service, choose Post Office Local Collect

I’d ordered a Click and Collect delivery but my store has closed temporarily; 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 delivery service is running normally. 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.

• 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?

Due to extra measures we and our couriers have put in place to protect the health and well-being of our teams, it may take up to 10 working days for your return to be received and processed by our Returns team, and we'll honour your late return if you're self-isolating.

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. To book a party, click here.

Can I still contact you?

Our phone lines are temporarily closed. You might find the answer you’re looking for in our FAQs, but you can still chat with our Customer Services team during opening hours, or send us a message. We’re busier than usual right now, so it may take us up to 5 days to reply to emails. Our opening hours are 8am-8pm, Monday-Friday; 9am-6pm Saturday; 10am-5pm, Sundays and bank holidays.  

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, as well as daily temperature checks.