Delivery & Returns

 
 

Delivery Options To Suit You

We use Royal Mail Tracked Delivery. All orders are sent discreetly in plain packaging and all emails about delivery will say 'AS Ltd' in the subject line not 'Ann Summers'.

Delivery costs and options - To UK
Service Delivered Cost

Standard (Home or ParcelShop)

 3 Working Days £3.99 or FREE over
£40
Express (Home or ParcelShop) Next Working Day £5.95 £3.99 (FREE over £40)
Please note: Working days don't include Saturday, Sunday or UK Bank Holidays

Standard Delivery - £3.99 or FREE over £40

  • Home or ParcelShop.

  • Orders placed before 6pm will be delivered within 3 working days by EVRi.
  • Choose to have your order delivered to your address, or an EVRi ParcelShop.
  • We’ll email you with tracking information as soon as your order is dispatched, and the courier will email you with an ETA on the day of your delivery.
  • You can track your delivery here.

    For non-UK mainland territories, including the Scottish Highlands, the Channel Islands and Northern Island, our Standard Delivery service may take up to 3-5 working days to arrive.For a list of postcodes effected click here.

    AB23, AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56, BH23, BN1, BT1, BT10, BT11, BT12, BT13, BT14, BT15, BT16, BT17, BT18, BT19, BT2, BT20, BT21, BT22, BT23, BT24, BT25, BT26, BT27, BT28, BT29, BT3, BT30, BT31, BT32, BT33, BT34, BT35, BT36, BT37, BT38, BT39, BT4, BT40, BT41, BT42, BT43, BT44, BT45, BT46, BT47, BT48, BT49, BT5, BT51, BT52, BT53, BT54, BT55, BT56, BT57, BT6, BT60, BT61, BT62, BT63, BT64, BT65, BT66, BT67, BT68, BT69, BT7, BT70, BT71, BT74, BT75, BT76, BT77, BT78, BT79, BT8, BT80, BT81, BT82, BT9, BT92, BT93, BT94, CA10, CA11, CA6, CA7, CA8, DD9, DG13, DG9, EH36, EH41, EH42, FK17, FK18, FK19, FK20, FK21, FK8, FK9, G83, GY1, GY10, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM9, IM99, IP11, IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV3, IV30, IV31, IV32, IV36, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9, IV99, JE1, JE2, JE3, JE4, KA27, KA28, KA5, KW1, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, KW2, KW3, KW5, KW6, KW7, KW8, KW9, LL40, LL42, LL43, LL44, ML11, ML12, NE48, NE66, NE67, NE69, NE70, NE71, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA3, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, PH10, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, PH9, PL11, PL12, PL13, PL14, PL15, PL17, PL19, PL24, PL27, PL28, PL29, PL30, PL31, PL32, PL33, PL34, PL35, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, SA14, SA18, SA72, SY19, SY20, SY21, SY22, TD10, TD11, TD12, TD13, TD15, TD2, TD3, TD4, TD5, TD6, TD7, TD9, TQ13, TR1, TR11, TR12, TR13, TR14, TR15, TR16, TR2, TR21, TR22, TR23, TR24, TR25, TR27, TR3, TR4, TR5, TR6, TR7, TR8, TR9, YO22, ZE1, ZE2, ZE3

Express Delivery - £5.95 £3.99 (FREE over £40)

Home or ParcelShop.

  • Orders placed before 7pm will be delivered the next working day by EVRi.
  • Choose to have your order delivered to your home, or an EVRi ParcelShop.
  • We’ll email you with tracking information as soon as your order is dispatched, and the courier will email you with an ETA on the day of your delivery.
  • You can track your delivery here.

    For non-UK mainland territories, including the Scottish Highlands, the Channel Islands and Northern Island, our Standard Delivery service may take up to 4 working days to arrive. click here.

    AB23, AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56, BH23, BN1, BT1, BT10, BT11, BT12, BT13, BT14, BT15, BT16, BT17, BT18, BT19, BT2, BT20, BT21, BT22, BT23, BT24, BT25, BT26, BT27, BT28, BT29, BT3, BT30, BT31, BT32, BT33, BT34, BT35, BT36, BT37, BT38, BT39, BT4, BT40, BT41, BT42, BT43, BT44, BT45, BT46, BT47, BT48, BT49, BT5, BT51, BT52, BT53, BT54, BT55, BT56, BT57, BT6, BT60, BT61, BT62, BT63, BT64, BT65, BT66, BT67, BT68, BT69, BT7, BT70, BT71, BT74, BT75, BT76, BT77, BT78, BT79, BT8, BT80, BT81, BT82, BT9, BT92, BT93, BT94, CA10, CA11, CA6, CA7, CA8, DD9, DG13, DG9, EH36, EH41, EH42, FK17, FK18, FK19, FK20, FK21, FK8, FK9, G83, GY1, GY10, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM9, IM99, IP11, IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV3, IV30, IV31, IV32, IV36, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9, IV99, JE1, JE2, JE3, JE4, KA27, KA28, KA5, KW1, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, KW2, KW3, KW5, KW6, KW7, KW8, KW9, LL40, LL42, LL43, LL44, ML11, ML12, NE48, NE66, NE67, NE69, NE70, NE71, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA3, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA80, PH10, PH15, PH16, PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50, PH9, PL11, PL12, PL13, PL14, PL15, PL17, PL19, PL24, PL27, PL28, PL29, PL30, PL31, PL32, PL33, PL34, PL35, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, SA14, SA18, SA72, SY19, SY20, SY21, SY22, TD10, TD11, TD12, TD13, TD15, TD2, TD3, TD4, TD5, TD6, TD7, TD9, TQ13, TR1, TR11, TR12, TR13, TR14, TR15, TR16, TR2, TR21, TR22, TR23, TR24, TR25, TR27, TR3, TR4, TR5, TR6, TR7, TR8, TR9, YO22, ZE1, ZE2, ZE3

 

Returns, Refunds & Exchanges

If you’re not happy with something you purchase from us, you can return it to us within 28 days of receipt.

Items must be unworn, unwashed and in their original condition with all tags and labels intact for lingerie, and all seals intact for toys and accessories.

There are a few things we can’t exchange or refund:

  • Toys, where the packaging/box has been opened or the security seal removed, unless the item has been returned to us and on inspection is found to be damaged or faulty and is still within warranty;
  • Lingerie, which has been worn, or where the hygiene seal, tags or labels have been damaged or removed;
  • Hosiery, which has been worn or where the seal is broken;
  • Items purchased as part of a set, which have been returned separately or as an incomplete set;
  • Earrings & pierced jewellery;
  • Face coverings

If you've received damaged or faulty items, please click here for information on how to return these to us.

If one of our Connect Consultants placed an order on your behalf, you’ll need to contact them directly to organise any refunds or exchanges.

Delivery Queries

  • Not received your order? Our delivery partners will aim to deliver your parcel within the specific timeframes, but please bear in mind that these are estimations. In rare occurrences, deliveries may be subject to delay.
  • If you have any problems, please allow an additional 2-3 working days for your parcel to arrive.
  • If it still hasn’t arrived, or you can’t locate your delivery, contact our Customer Services team within 14 days of your estimated delivery date. You can contact our Customer Care team via our Helpcentre.

Postal Returns

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.

  1. Visit our Returns Portal to select your preferred returns service.
  2. Complete the returns form you received with your order. If you don’t have your original returns form, you can get a new one here.
  3. Package up your items, along with your returns form.
  4. Drop off your item at your chosen Locker/ParcelShop, or await your courier collection.
  5. We’ll email you a confirmation and a copy of your return label.

Returns to our warehouse can take up to 10 working days to be received. Once we’ve received your return, we’ll usually process your refund/exchange within 5 working days. You can track your return here.

If you still haven't received your refund or exchange after this time, please contact our Customer Services team via the Live Chat option on your Customer Helpcentre.

Connect Return Freeze

To allow for an update to our systems, our warehouse and customer service teams will need to pause processing any Connect returns between 26th September and 3rd October. Any return parcels received during this time will be subject to a longer processing time and may take an additional 4 working days to be processed.

 

Discreet Delivery

What will my package look like?

All orders are sent with the non-descript return address name of "Gold Group House" instead of "Ann Summers". Products are mailed in bubble-wrap envelope or a plain box (depending on the nature and/or size of your order).

There's also no need to worry about your bank statement as your transaction will show as 'AS Ltd'.

There are no markings on the back or side of your parcel. The only markings are your address label on the front, which appears as below, and a Royal Mail Delivery or courier sticker depending on the service used.

Ann Summers discreet delivery

I've got more questions...

For more information please see our Connect customer helpcentre.